As technology continues to drive advancements in the hospitality industry, it is crucial for hoteliers to take a thoughtful approach to its adoption. Stephanie Leger, the Chief Excellence Officer at First Rate Hospitality, recently discussed the importance of aligning technology with brand standards and enhancing guest interactions on a recent episode of Experts Talk.
Leger emphasized that before implementing new technologies like AI chatbots, hoteliers must first understand their capabilities and limitations. Additionally, she highlighted that these tools must uphold a property’s service quality and brand standards.
One key takeaway from Leger’s analysis was the need for comprehensive staff training programs to ensure that staff can navigate new technologies confidently and competently. Continuous monitoring of technology performance and gathering feedback are also essential to ensure it meets guest expectations and operational needs.
Another important consideration is avoiding trend traps by taking a strategic approach to determining the fit and usefulness of new technologies for each specific property. By doing so, hoteliers can enhance guest experiences without overwhelming staff or overspending on unnecessary tools.
