How Advanced Tech is Helping Hotels Humanize the Guest Experience - Skift - 0 views
-
One of the ways in which hotel brands can provide seamless experiences across multiple touchpoints is by ensuring that employees are empowered with the right guest management solutions that leverage a combination of technologies such as artificial intelligence (AI), deep analytics, and customer relationship management software integrations.
-
Being able to communicate with customers using their preferred channel is also becoming increasingly important. Two-thirds of consumers in Salesforce’s survey said that they prefer to communicate through email, text, or chat.
-
For example, if a particular guest has visited the spa during every hotel stay, built-in AI capabilities will recommend a complimentary spa service for this guest. A relevant offer like this will have a much better impact on the guest experience than something that the hotel guest will not use,”
- ...4 more annotations...
-
This article speaks to importance of consumers to have seamless experiences with Hotels through their entire journey. It speaks to the need for data driven management that integrates multiple sources to afford the tools to the front line to contextualize recovery, offer solutions and to communicate with guests by their preferred channel of communication. It cites the example of Marriott and Salesforce partnership and how the implementation is approaching the guest experience through multiple touch points through the deployment of guest management solutions that leverage AI, CRM and analytics to make interactions meaningful, relevant and human.