I'm CTO at MUSE.holiday, where I lead the technology behind 350+ holiday properties across the Dolomites, South Tyrol and Lake Garda, and the 30,000 or so guests who stay in them each year. My work covers our property management system, payments, guest communication and the automation that connects them.
Domains Hospitality technology · Property management systems (PMS) · Payments · Guest communication and AI service · Systems integration · Operational automation · Internal tools
I didn't come to this through software. My first jobs were seasonal work in Val Gardena: a hotel dining room, a kitchen, a shop. Then I spent three years at the front desk of a hotel in St. Ulrich: reservations, check-ins, guests. That still shapes how I build. Start with the operational problem, then fix the workflow behind it.
Still 2 of 5 · the valley · Copernicus DEM
Peaks on the relief: Saslonch / Langkofel / Sassolungo · Sela / Sellagruppe / Gruppo del Sella · Secëda / Seceda / Seceda · Mont Sëuc / Seiser Alm / Alpe di Siusi[confirm spelling]
2015
M04 · An empty hotel dining room laid for breakfast · [supply]
A dining room, Urtijëi / St. Ulrich / Ortisei, 2015 (AI-generated)Dining Room Server (seasonal) · Hotel Villa EmiliaTable service; first job in hospitality.Urtijëi / St. Ulrich / Ortisei · open the place
2016
M05 · A small village shop front · [supply]
A shop, Urtijëi / St. Ulrich / Ortisei, 2016 (AI-generated)Retail Sales Assistant (seasonal) · La ZiplaCustomer service, sales, store opening/closing.Urtijëi / St. Ulrich / Ortisei · open the place
2017
M06 · A hotel kitchen pass before service · [supply]
A kitchen, Sëlva / Wolkenstein / Selva, 2017 (AI-generated)Kitchen Assistant (seasonal) · Hotel FlorianFood preparation, buffet service, back-of-house.Sëlva / Wolkenstein / Selva · open the place
2018
M07 · The quiet lobby of a large family spa hotel · [supply]
A lobby, Urtijëi / St. Ulrich / Ortisei, 2018 (AI-generated)Front Desk Intern (1 month) · Cavallino Bianco Family Spa Grand HotelFront desk internship in a high-end family hotel.Urtijëi / St. Ulrich / Ortisei · open the place
2018 – 2021
M08 · An empty reception desk: counter, brass bell, key rack, guest book · [supply]
A front desk, Urtijëi / St. Ulrich / Ortisei, 2018–2021 (AI-generated)Front Desk Receptionist · Hotel Luna MondscheinReservations, check-in/out, guest communication; also website content, promotions and a hotel rebrand.Urtijëi / St. Ulrich / Ortisei · open the place
2021 – 2025Project Manager · MUSE.holiday (Apartment4holiday Srl)Moved from frontline hospitality into technology, turning operational pain points into systems.Urtijëi / St. Ulrich / Ortisei · open the place
2025 – nowChief Technology OfficerMUSE.holiday (Apartment4holiday Srl) · ItalyLeads technology and systems strategy for 350+ units and 30,000+ guests a year.
2021 – 2025Project ManagerMUSE.holiday (Apartment4holiday Srl) · OrtiseiMoved from frontline hospitality into technology, turning operational pain points into systems.
2018 – 2021Front Desk ReceptionistHotel Luna Mondschein · St. Ulrich in GrödenReservations, check-in/out, guest communication; also website content, promotions and a hotel rebrand.
2018Front Desk Intern (1 month)Cavallino Bianco Family Spa Grand Hotel · OrtiseiFront desk internship in a high-end family hotel.
S01 · A calendar or booking view · [supply][confirm rights: development partner]
Screenshot, 16:10
1 · System · 2021 – now · Running
MUSE cloud PMS
The custom cloud property management system MUSE runs on.
Built with an external development partner. It covers bookings, payments, invoicing, housekeeping, guest communication, operational requests and API integrations. Lukas turned frontline needs into requirements, tested new functionality and now sets the roadmap.
Role
Co-led requirements, testing and rollout (2021–25); leads the roadmap (2025–)
Domains
PMS, payments, operations
Outcome
Runs the operation for 350+ units. [further outcome TBD]
Relations
almost every entry below reads from or writes to it
Stripe payment→PMS (deduplicated on the payment ID)
↳ambiguous, failed or unreachable → a ClickUp task
↳a crash of the import itself → an urgent task
D-14 · small flow, drawn from the entry’s description
14 · Work · 2026 · Running (a deliberate stopgap)
Stripe → PMS payment import
Card payments that reconcile themselves into the PMS.
Successful payments are written into the PMS, deduplicated on the payment ID. Anything ambiguous, failed or unreachable becomes a task instead of failing silently, and a crash of the import itself raises an urgent task.
S05 · The sidebar app for WhatsApp templates · [supply]
Screenshot, 16:10
5 · System · 2026 – now · Running
Zendesk as the central guest communication platform
Every guest conversation, whatever the channel, in one place.
Zendesk integrated as the single platform for guest communication, including WhatsApp. Around it sit identity reconciliation (one guest, one identity across WhatsApp, email and the database) and a sidebar app that lets agents send approved WhatsApp templates.
S01 · A calendar or booking view · [supply][confirm rights: development partner]
Screenshot, 16:10
1 · System · 2021 – now · Running
MUSE cloud PMS
The custom cloud property management system MUSE runs on.
Built with an external development partner. It covers bookings, payments, invoicing, housekeeping, guest communication, operational requests and API integrations. Lukas turned frontline needs into requirements, tested new functionality and now sets the roadmap.
Role
Co-led requirements, testing and rollout (2021–25); leads the roadmap (2025–)
Domains
PMS, payments, operations
Outcome
Runs the operation for 350+ units. [further outcome TBD]
Relations
almost every entry below reads from or writes to it
S06 · One redacted guest conversation, including a handover · [supply]
Screenshot, 16:10
6 · System · 2025 – now · Live
AI guest service
An AI agent that answers guests and knows when to hand over.
It handles FAQs, booking questions, check-in information and upselling. It collects guest details, works across languages, routes requests to the right team, and hands the conversation to a person when needed. It answers from a curated knowledge base built from internal procedures, reads live booking data from the PMS, and has tools for distance, nearby places and weather.
S07 · A batch of graded replies: good / risky / bad · [supply]
Screenshot, 16:10
7 · Experiment → System · 2026 · Running
AI quality judges
Automated reviewers that grade what the AI said.
Every six hours, each automatically sent reply is scored good, risky or bad against a rubric. A second judge looks at drafts a colleague rewrote and decides whether the AI was wrong, incomplete or just differently worded. A shadow judge asks whether a reply would have been safe to send automatically. A collector replays the knowledge-base searches the agent really made and records how well retrieval matched.
S09 · A message as the guest receives it (no phone frame) · [supply]
Screenshot, phone 9:19.5
9 · System · 2026 · Live
Proactive WhatsApp messaging
The right message to a guest before they have to ask.
A shared sending layer (opt-out, deduplication, delivery tracking, logged into the guest's conversation) with triggers driven by booking state. Some are live and some are staged. Examples: check-in reminders before arrival; a notice two days ahead for Lake Garda apartments inside a restricted traffic zone, read live from the PMS rather than a hardcoded list; a rebooking offer when an OTA booking is cancelled; a follow-up about ten minutes after a quote, held to the guest's local waking hours (time zone inferred from the phone prefix); payment reminders.
Role
Designed and built
Technologies
n8n, WhatsApp Business templates, Zendesk messaging API, Supabase
S10 · The pipeline board, or a generated contract · [supply]
Screenshot, 16:10
10 · System · 2026 · Building (phase 1 live, Sept 2026)
Owner pipeline and contracts
From first contact with a property owner to a unit live in the PMS.
A pipeline service that carries a new owner from acquisition through contract and onboarding into the PMS. The contract tool generates, e-signs and logs owner management agreements and guest short-term rental contracts, pre-filled from the booking, and escalates unsigned contracts on arrival day.
Stripe payment→PMS (deduplicated on the payment ID)
↳ambiguous, failed or unreachable → a ClickUp task
↳a crash of the import itself → an urgent task
D-14 · small flow, drawn from the entry’s description
14 · Work · 2026 · Running (a deliberate stopgap)
Stripe → PMS payment import
Card payments that reconcile themselves into the PMS.
Successful payments are written into the PMS, deduplicated on the payment ID. Anything ambiguous, failed or unreachable becomes a task instead of failing silently, and a crash of the import itself raises an urgent task.
S02 · The shared login screen, or the master-data view · [supply]
Screenshot, 16:10
2 · System · 2026 · Running
Internal platform: single sign-on and master data
One login and one source of truth for every internal MUSE app.
A central identity service gives every internal app one shared login, with per-app permissions. A master-data service holds houses, owners, caretakers, the cleaning roster and rates, webshop pricing and contract data. Before, these were scattered across the apps' own files; the smaller apps now read from one place instead.
17Fiscal daily cash registerThe monthly daily-receipts register generated from PMS exports and reconciled against fiscal records.
18Webshop and linen ordering agentWelcome kits, equipment rental and owner decisions in one shop, with the weekly linen order placed by an agent.
19Reviews dashboardGuest reviews from every channel, analysed, and turned into tasks in one click.
20Shift planning for three officesRota, shift swaps and leave for the Dolomites, Kaltern and Garda offices, with holiday tracked in hours.
21Employee onboarding suiteOnline onboarding checklist and document generation for new hires, in Italian and German. Replaced a Word and Python batch process.
22WatchdogsChecks for failures that make no noise.
Push-to-talk dictation for Windows that runs entirely on the device.
Hold a key, talk, release, and cleaned-up text lands wherever the cursor is. Verified in English, German and Italian on real hardware. Speech model and optional clean-up model run locally.
