Technology is integrated into almost every facet of hotel operations – from the back of the office to guest services. Therefore, it is vital to be up-to-date with the latest technology and trends in the hospitality sector. It is changing the way we do business while introducing a unique set of challenges and opportunities.
The way we as hotels reach our guests today looks very different than it was a decade ago. WiFi availability is an excellent example of how technology drastically enhanced the guest experience. A decade ago, internet access at hotels was considered a luxury or an upselling feature. Now WiFi has become an expected guest amenity, almost a requirement, for hotels to offer guests. As a result, hotels must now seek other technological methods to connect with their guests and further elevate their experiences. For example, the COVID-19 pandemic has led hotels to implement online check-ins, contactless payment systems, mobile room keys, and even robots.
The most significant challenge to the hospitality and tourism industry is learning to employ technology and automation and still provide heartwarming exceptional service. The definition of hospitality and customer service is the quality or disposition of receiving and treating guests and strangers in a warm, friendly, generous way. Encouraging innovation while maintaining consistency to ensure excellent customer service is how we balance the two aspects.
Customer service is about putting the customer first and taking the time to understand their needs and satisfy their request with satisfaction. Our approach starts with hiring the right people. We look for people who take pride in doing a job well and are happier for it.
If you’ve ever stayed at the Avenue of the Arts Hotel in Costa Mesa, you are greeted with a warm welcome the moment you arrive, and almost instantly, you feel like an essential part of the family. Acting General Manager Richard Ferber is passionate about maximizing his team’s talents to help them succeed and mentors his team to stay trendy and innovative while providing outstanding customer service. After all, customer service starts with a warm greeting, and that warmth needs to come naturally. Robots don’t possess empathy or compassion; people do. People are at the heart of the hospitality industry, and hotels are proud to be places where fulfilling, lifelong careers take shape. You can then train for the rest—knowledge of the property offerings and surroundings, nearby attractions and entertainment—all the stuff most customers ask about when at a hotel.
Across all our hotel properties, customer service training is done on all levels since guests don’t just turn to the concierge or the front desk for information. They’ll ask our housekeepers or restaurant servers too for advice. At The Anaheim Hotel, everyone knows who Leo is. He’s been raved on TripAdvisor reviews for being one of the kindest people they have ever met. Team members like Leo, who make an effort to go above and beyond to help our guests, are gems. You can’t program technology to demonstrate the same passion in its work.
There’s a time and place for technology integration. Staying apprised of the latest technology trends is no longer a recommendation; it’s a hotel’s obligation to their guests. Today’s travelers and hotel guests are intelligent and highly tech-savvy; as consumers utilize the latest technology and social media daily, their demand for technology integration into their stays increases.
Wincome Hospitality is known for unique location-based hotels that mix elevated design with sincere service to create an environment where our guests feel welcome throughout their stay. Our team members strive to exceed expectations and create remarkable experiences for all guests and our communities. We are resilient and innovative. #WeAreWincome!