Hospitality – Today, Tomorrow & Beyond

Guest service, as discussed in an earlier blog is an elusive beast.  Many companies work very hard at it, and some do not; some get it right while others struggle, why?  What can be done?  One of the trends today is adding more technology to enable better guest service.  This sounds great, and it is great, as long as the technology and guest service are compatible, managed properly and both are understood as to their complimentary role.

Technology alone can't and shouldn't solve all of a guest service problems, because after all, guest service is serving the guest, and the best way to do that is with a human touch.  I agree that there are many non-human based technology adjustments and additions that can greatly enhance guest service, from unbelievably complicated and robust in-room entertainment systems that change languages based on the guest preferences, and adjust room temps, and lighting based on the guest requirements to making reservations for a guest, checking them in while they are in the limo or cab from the airport to setting up a tee time and moving their golf clubs to valet the next morning.  Wow, how cool is that.

The guest would be awed at the level of guest service and except for the bell-person, the guest didn't really interact with anyone, but yet the level of guest service was exceptional.  As long as technology alone isn't seen as a source to provide guest service, but rather as part of a concert of human, technology, vision, timing and expectations, adding technology to a hospitality property is not only the wave of the future, it is expected and even demanded by more guests every day.

I'm a techie at heart and enjoy all that technology has done for hospitality, and will continue to do for it, and I eagerly anticipate how high the hospitality industry will push technology for the guest.  I want to see the system know when the guest walks into the lobby and a bell-person suddenly walks up and knows the guest's name and what room they are going to without asking.  Then as the guest is escorted to their room a room service attendant is delivering the guest's favorite water and coffee to their room and housekeeping is adding more towels and a feather pillow.  The guest walks into the room and the TV comes on and welcomes the guest, by name in their native language as the curtains draw partially closed and the temperature adjusts to the correct temp for the time of day.

Technology is advancing every day and hoteliers and technology providers working closely will drive the industry of both companies faster and faster so what we know or expect from guest service today will be a much different animal in the very near future.  I personally can't wait to hang on for the ride.