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Tech Talk

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One of the key challenges facing today’s hoteliers is that of high tech vs high touch. Does technology conflict with personalized service? Is it possible to offer both during the same visit? And can hotels that utilize technology in favor of human interaction achieve guest loyalty?

Business travel is picking back up and families may be taking their first or second real vacations since the pandemic cancelled so many plans just a few years ago. To ensure that guests have the best on-site experience possible, hoteliers are increasingly looking to new technologies to make their stay more comfortable than ever. With an advanced property management systems (PMS) and integration platforms, hoteliers can increase operational and staff efficiency, but also meet changing guest expectations for a high-value but relatively low-touch experience. We looked ahead to see what changes we expect to see sweeping the hospitality industry this year.

Long-term readers of this blog know that I rarely focus on a single company or product. My goal is to help readers understand new and emerging technologies, when and why they might be useful, and what to consider if you are buying them.

The Future of Hotels
Posted: 02/21/2023

Hotels have always been a high-touch low-tech business. Today, and into the foreseeable future, hotels are moving away from the pure ‘people serving people’ model towards a more high-tech low-touch business, and doubling down on digitalization. In the paragraphs below, I envision ways in which tech can innovate and enhance the guest experience throughout the guests’ 6 stage hotel journey: Imagine-Book-Stay-Report-Recommend-Return.

The question I have heard most often in recent months is “where are you going in the last week of June?”. As most readers are aware, two trade shows featuring hotel technology are scheduled during the same dates that week. Many of you are still undecided which to attend. Knowing that your decision will be based at least in part on where others are going (hoteliers and exhibitors both), I decided to try to get some real data that I could share.



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Articles tagged as: customer

Are you demanding enough of the spaces you own and have access to? How many times have you walked into empty hotel gyms, restaurants and meeting rooms, or oversized lobbies that seem to have no purpose in life?
 
How can you optimize these areas to their full revenue potential?
 
And, even when you are able to optimize a space operationally, how can you insure that you are able to acquire the customers you need to commercialize it effectively?

These questions all have answers. However, you need to be honest about how you can do this, and the effort that you can realistically place on direct versus indirect acquisition in your overall strategy.

How Hotel Chatbots Will Change Guest Experience
Posted: 06/08/2017 by Brendon Granger

The world loves to chat. Today, more than 2.5 billion people have at least one messaging app installed, with predictions that the number will hit 3.6 billion within a couple of years. Brendon Granger talks about the future of chatbots in the hospitality industry and how they will rapidly change our guest experience.