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Although mobile apps are becoming the go-to resource for guests’ booking and information needs, hotels still need to complement the technology with a concierge for guests that need or prefer human help.

A number of companies — including HandHeld Hospitality, iRiS Software Systems and Cardola — have developed apps that facilitate constant interaction between hotels and their guests before, during and after their stay.

For those guests who want to spend time inside the hotel, they can use the apps to order room service, book spa appointments and golf tee times, and learn about in-house events or happy hour specials.

In other words, the apps eliminate the need for an in-room directory or a concierge.

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Tags: apps, customer service

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