How to Strike a Balance Between Automation & Personalization in Hospitality | Hospitali... - 0 views
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From apps and facial recognition to robotic butlers, technology is rapidly moving in on the very human world of hospitality.
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Studies show that 75% of guests still value face-to-face interaction alongside other communication channels.
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Ultimately, technology and personal service need not be in conflict if you focus on enhancing your guest experience.
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With proper management, the perception of AI/robotics as a block to personal touch can change to a perception of convenience and luxury. The key is to use the right mix of technology and person-to-person interaction giving guests the option to choose how and when they want to interact. Both should help to enhance, not only operational efficiency but, build stronger guest connections before, during, and after their visit.
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In past discussions we discussed how the hospitality industry is moving forward with advanced technology in property and restaurants. The article discusses how important it is to have a smooth transition of those services but also striking a good balance of high-tech and face to face that can ensure and build confidence with guest and provide long-term loyalty.