Lukas Insam
Chief Technology Officer, MUSE.holiday (Apartment4holiday Srl) · Val Gardena / South Tyrol
CTO at MUSE.holiday, where he builds the systems behind 350+ holiday properties in the Dolomites, South Tyrol and Lake Garda. [confirm wording]
Current role
Chief Technology Officer, MUSE.holiday (Apartment4holiday Srl), since January 2025. Leads technology and systems strategy for 350+ units and 30,000+ guests a year.
Now (Sept 2026)
- Leading the roadmap and ongoing development of MUSE’s cloud PMS with an external development partner.
- Building the owner pipeline: acquisition → contract → onboarding → PMS.
- Running the AI guest service in Zendesk, with automated judges that grade its answers.
Domains
Hospitality technology · Property management systems (PMS) · Payments · Guest communication and AI service · Systems integration · Operational automation · Internal tools
Professional history
- 2025 – now: Chief Technology Officer, MUSE.holiday (Apartment4holiday Srl), Italy. Leads technology and systems strategy for 350+ units and 30,000+ guests a year.
- 2021 – 2025: Project Manager, MUSE.holiday (Apartment4holiday Srl), Ortisei. Moved from frontline hospitality into technology, turning operational pain points into systems.
- 2018 – 2021: Front Desk Receptionist, Hotel Luna Mondschein, St. Ulrich in Gröden. Reservations, check-in/out, guest communication; also website content, promotions and a hotel rebrand.
- 2018: Front Desk Intern (1 month), Cavallino Bianco Family Spa Grand Hotel, Ortisei. Front desk internship in a high-end family hotel.
- 2017: Kitchen Assistant (seasonal), Hotel Florian, Selva. Food preparation, buffet service, back-of-house.
- 2016: Retail Sales Assistant (seasonal), La Zipla, Ortisei. Customer service, sales, store opening/closing.
- 2015: Dining Room Server (seasonal), Hotel Villa Emilia, Ortisei. Table service; first job in hospitality.
Selected work
- MUSE cloud PMS (2021 – now, Running): The custom cloud property management system MUSE runs on.
- Internal platform: single sign-on and master data (2026, Running): One login and one source of truth for every internal MUSE app.
- Zendesk as the central guest communication platform (2026 – now, Running): Every guest conversation, whatever the channel, in one place.
- AI guest service (2025 – now, Live): An AI agent that answers guests and knows when to hand over.
- AI quality judges (2026, Running): Automated reviewers that grade what the AI said.
- Proactive WhatsApp messaging (2026, Live): The right message to a guest before they have to ask.
- Owner pipeline and contracts (2026, Building (phase 1 live, Sept 2026)): From first contact with a property owner to a unit live in the PMS.
- Owner portal and billing (2026, Live): Where property owners see their earnings and block their dates.
- MCP connectors: PMS, Zendesk, analytics (2026, Running): Read-only doors that let AI assistants work with live company data.
- Stripe → PMS payment import (2026, Running (a deliberate stopgap)): Card payments that reconcile themselves into the PMS.
- Watchdogs (2026, Running): Checks for failures that make no noise.
- Murmur (2026, Working): Push-to-talk dictation for Windows that runs entirely on the device.
The full record: all 39 entries →
Education
ITE Raetia, high school diploma in Tourism and Economy (2013 – 2019)
Certifications
- Cambridge C2 Proficiency (score 204)
- ClickUp Expert Certificate
Languages
Ladin, German, Italian, English (all native or bilingual)
Location
Ortisei / St. Ulrich in Gröden, Val Gardena, South Tyrol, Italy
Contact
- GitHub (repositories are private)
- MUSE.holiday