In the face of COVID-19 and the need for a contactless, sterilized and traceable environment, hotels rapidly pivoted by implementing a myriad of hard and soft solutions to make all onsite stakeholders (guests and staff) safer while also enabling remote work, more data-driven decision making through deeper integrations and faster service through automation.
After all this, one would think that we’re done with tech for now and that it’s time to refocus on the ‘real’ hoteling of high-touch service. While true on many accounts in that hospitality will always be a ‘people business’ and that ‘smile with a service’ is an all-but-irreplaceable quality of a great guest experience, there is one critical area where this is dangerously wrong.
