Restaurant Technology - To Use or Not Use Technology: That's the Question
New research finds that consumers expect technology to be part of their dining experience, but the human element is still important to them.
Hoteliers need to understand the underlying issues related to how guests are experiencing their brands and properties and work diligently to improve the guest experience on an ongoing basis.The good news, according to The 2017 Smart Decision Guide to Hotel Guest Experience Management (currently available for complimentary download) is that nearly two-thirds (63 percent) of large and full-service hotels, and more than half (51 percent) of midsize and limited service hotels, indicate that their organizations have been either 'successful' or 'very successful' in improving the quality of the guest experience in recent years.
Customer Experience Management (CEM) has become the focal point of practically every customer-facing business today. Top-performing companies view CEM as a key point of competitive differentiation. These companies work tirelessly to identify opportunities for improvement in customer satisfaction and loyalty. They invest heavily in initiatives that have the goal of enhancing the quality of the customer experience.
In the hospitality industry, the only thing thats constant is change. Its clear you cant talk about the hospitality industry these days without talking about disruption. As a hotelier, you need to constantly keep your pulse on emerging trends to avoid disappointing guests and falling behind competitors.
Guest Experience Management encompasses virtually all facets of hotel strategy and operations as well as multiple technology platforms. The following are brief descriptions adopted from The 2017 Smart Decision Guide to Hotel Guest Experience Management. The descriptions speak to just a few of the key concepts that hoteliers should keep in mind as they look to upgrade their capabilities in the area of Guest Experience Management.