automation
Hotels That Go Above and Beyond Will Keep Guests Talking, Spending and Loyal
Ryan Hamilton | February 21, 2023
By Ryan Hamilton Transforming ordinary transactions into extraordinary experiences gives guests memorable stories worth sharing and keeps them coming back for more In the best-selling book ‘Unreasonable Hospitality: The Remarkable Power of Giving People More than they Expect, author Will Guidara proposes a simple but impactful sentiment – the magic of great service can (and should) be brought to life in any transaction. A restaurateur himself Guidara took the helm of Eleven Madison Park at the age of 26. Under his guidance, EMP skyrocketed up the ranks from a struggling two-star brasserie to the #1 spot on the famed World’s 50 Bes...
How Human Resources Is Embracing Automation to Give a Competitive Edge
Andrada Paraschiv | August 17, 2021
A look at how employee communication app Beekeeper is becoming a hub for automation, improving worker acquisition and retention across the industry. By Andrada Paraschiv Over the past year and a half, technology has become more relevant in human resources for a variety of reasons. The economy’s gradual recovery from the COVID-19 pandemic has created a labor shortage that is quickly becoming a labor crisis. HR leaders are focusing on finding tools to improve the recruiting process and streamline workforce management. Automation is at the core of this, and it is being applied in ways that free associates and managers from tedious tasks, all...
You Can’t Automate Your Customer Relationship
Shep Hyken | July 1, 2020
By Shep Hyken I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. This research came from OnePoll on behalf of DaySmart Software. They surveyed 2,000 Americans and found that in many businesses, customers are more loyal to the employee—so much so that almost half (48%) will follow their favorite employee if they leave to work at a competing business. What does that mean for you? Dr. Bobby Low, co-founder of alignXM, a company that that helps its clients understand the human experiences that impact their long-term success, commented on the article and wrot...
Reinventing The Welcome: Finally, Self Check-In Has Been Done Right!
Doug Kennedy | October 10, 2019
By Doug Kennedy For decades now, some hoteliers and many hotel tech providers have been pushing hotel guests to embrace self check-in procedures. I first heard of this concept as a budding young entrepreneur floating my business plan for a hotel industry training company to the top minds in lodging. The year was 1989 and my proposed company name was Check-Inn Training. I remember one industry icon in particular who, upon seeing the name on my binder, said “Bad idea young man.” He proceeded to hand me a copy of an article from what was then called Hotel & Motel Management, in which a headline read “Front Desk Staffs To Be Replaced...
Hotel Smartconcierges Going Mainstream
Raj Singh | February 14, 2019
By Raj Singh, CEO, Go Moment "Great customer service is […] a systematic reinvention of established technology, data, and operations — leveraging automation, data, and agents together to exploit each of their unique strengths." These were the words of Forrester Vice President and Principal Analyst for Application Development & Delivery Professionals, Kate Leggett, in the beginning of 2018. In her analysis, Leggett overviewed three broad customer service trends that also well-apply to the hotel industry: 1) Customers demand fast service anywhere, anytime; 2) Automation and artificial intelligence (AI) quells headcount in...
Is Automation the Wave of the Future for Hotels?
Chamberlin Public Relations | November 5, 2018
It wasn't so long ago that people would call a restaurant for a reservation, or go to the video store to see what tapes were available, or waited on the sidewalk for an empty taxi to drive by. Just as technology has made all of these practices obsolete, new technology is automating many of the processes that used to take up the valuable time of both hotel guests and team members. But while these new devices may be the wave of the future, hoteliers should think carefully before trying to cut down on costs by opting for automation. After all, technology is not only as good as the engineer who designs it, it's also only as useful as the pe...
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