Tech vs. Touch re-visited in Guest Service

November 21st, 2014

Another aspect of the tech vs. touch debate on guest service comes via a new study from the Cornell Center for Hospitality Research (CHR), “Cyborg Service: The Unexpected Effect of Technology in the Employee-Guest Exchange.” Narrowly focused on the use of check-in kiosks, the study determined that guests were more willing to use kiosks when they were Read the rest of this entry »

High tech vs. high touch in hotel guest service

November 11th, 2014

The high tech/high touch debate never ends when launching a new guest service initiative. I was just at a short and very informative conference in Las Vegas, and as it happened the hotel had just launched a very promising healthy-stay initiative. It was fascinating to see, feel and smell the benefits of this. Yes, it involved aromatherapy.

Promoting and improving guests’ health is an admirable approach to standing out these days – Westin has done particularly well with this for some years – and extending the concept to healthy meetings is an excellent thing. How many conference sessions have you attended where Read the rest of this entry »

Pragmatism required: the Excellent is the enemy of the Good

October 18th, 2014

Technology is amazing stuff, and proliferates at an extraordinary rate. Every day we seem to gain more options, and deciding which ones will generate the most benefit for any specific operation requires a very high degree of awareness both of Read the rest of this entry »

Hotel software pricing becomes increasingly complex

October 15th, 2014

Is it too late to hope that we can simplify the way hotel management systems are priced? It’s always been a complex subject, partly because of the increasing modularity of our systems and their interfaces. There’s logic to this, of course; if you’re not going to use Read the rest of this entry »

Security is everyone’s problem and everyone’s responsibility

September 12th, 2014

It was a great CIO Summit last week, well-attended and in perfect weather that allowed us to enjoy Milwaukee and its many attractions to the full. And I don’t mean just the beer… although that _was_ excellent! Many congratulations to Rich and Charlotte for putting on an outstanding event from every viewpoint.

One topic high on most CIOs’ agendas is data security, of course, and this came up both during the CEO Panel discussion and Read the rest of this entry »

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