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Today’s hotel guests want fast, frictionless guest experiences. Gone are the days of waiting in line, relying on physical keycards, and visiting reception every time you need something. Research shows that 52% of guests increasingly prefer digital service encounters over face-to-face interactions with staff – this number is only predicted to increase.   Digitization is happening…

Technology in customer service has endless potential. Take fast food chain giant McDonald’s as an example. They revolutionized front-of-house service delivery, with market experts estimating a whopping $2.7 billion in sales. Although a QSR (quick service restaurant) is different to much of the hospitality industry, a self-service lobby reception for hotels, inns, office buildings, and…

The need to provide self-service options in the age of COVID, while doing more with less in an ultra-tight labor market, has brought automation and guest-facing tech like hotel kiosks to the forefront. The very nature of the hotel experience is therefore changing, too, with self-serve becoming a focus for routine transactions, while hotel staff…

Travel and hospitality are labor-intensive industries today that require manual effort at every step of the end-to-end experience. In some cases, human interventions will always be necessary along the way. However, self-service opportunities across all travel touchpoints are available to transform manual processes into intuitive digital guest experiences. Why Travelers Love Self-Service Options Self-service options…

When Leila and Adam Bedoian set out to open a 20-room motel, The Local – St. Augustine in Florida, they knew they wanted to create a guest experience that removed all the things they didn’t enjoy about hospitality, leaving only the things they loved. “We first thought a bed and breakfast would be cool, but…

As guests return from 18 months at home, they’re looking for new experiences and expecting top-notch service. Hoteliers, meanwhile, are struggling to find line-level workers and are moving more operations above property. Fortunately, the accelerated adoption of technology like Customer Data Platforms and digital communication tools are helping hotel companies provide instant gratification and personalized…