Traditionally, the guest experience with a hotel is defined by their interaction(s) with hotel staff, the upkeep of the property and amenities, and the provision of a room which meets or exceeds expectations.
However, as any savvy hotelier knows, the current hospitality landscape has outgrown that tradition to make room for improved technology and an enhanced, personalized guest experience. Where guests previously expected to be greeted with cheerful front desk staff, they now prefer mobile check-in, allowing them to bypass lines and interact with the hotel freely (and immediately). Moreover, guests, today expect customized service with a low-touch flair, allowing them to express complete control over their hotel experience. In fact, self-service is on pace to replace traditional guest service entirely.
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