1/7 I spend a lot of time talking numbers, metrics, and cost savings, so it’s time for a thread on what this is all about – hospitality.
2/7 As hoteliers, we are in the business of hospitality… of warm, sincere welcomes; of kind, helpful interactions; of thoughtful, creative problem solving; of surprise, of delight.
3/7 We should let technology aid our mission – mitigating the transactional to focus on the emotional, easing communication and interaction, or smoothing out wrinkles in a guest’s stay – but not be our mission.
4/7 Technology truly can help us in that mission: CRM data that highlights Room 405 is traveling for their anniversary, text messages to the valet to pull around the car for Room 607, market data collection that suggests we adjust prices to reflect a late surge in demand, or…
5/7 …sensors that tell us when a minibar needs to be restocked. Note, though, that each of these requires one more critical input: a person to execute.
The risk we run is when we try to replace that human-to-human interaction with technology.
The risk we run is when we try to replace that human-to-human interaction with technology.
6/7 When guests are arriving and departing, never having interacted with a hotel’s employees, your building is no longer a hotel – with the sense of community imbued in that word. You’ve become merely a room, and no matter how nicely designed, you’re now a commodity.
7/7 As a hotelier, your differentiation, your moat against the AirBnB’s, VRBO’s, etc. of the world is your people. Don’t ever forget it.
tl;dr - don't ever forget this is a "people" business
tl;dr - don't ever forget this is a "people" business
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