Skift Take

Technology has not only given hotels a wealth of information on consumers' habits and preferences; it's also given them the tools to turn that data into a more personalized stay from booking to check-out.

Not every consumer wants to see the hotel check-in process ditch the human interaction in favor of apps, i-Beacons, and touch screens.

We recently released our e-book about the Future of the Guest Experience — an unprecedented collection of 28 interviews with the CEOs of virtually all of the world’s top hotel groups including 11 global brands, 13 luxury and lifestyle brands, and four hotel marketing organizations.

By collecting their thoughts on a similar set of topics–from technology and marketing to fees and training–we have tackled the hospitality’s most pressing topics from every angle and gained a glimpse at what the future of hospitality will truly look like.

Below are quotes from the e-book that address travelers’ increasing demand for personalization and how technology can bridge the gap between guest’ expectations and experiences.

Allen Smith, Four Seasons

What is apparent from the way technology continues to develop and penetrate our lives in all realms of consumer activity, is that the consumer is expecting that you know ever more about them and their preferences.

People want more control over their experience. Some of that does come from the way in which technology is creating an ability for people to be very specific about what they want and how they engage with things.

Herve Humler, The Ritz-Carlton

Luxury travelers today have different expectations, which are more complex and challenging. We want to make sure that guests have a deeply personalized experience. They value a two-way conversation with the ability to be a part of creating what they want.

Craig Reid, Auberge Resorts

On the service experience, there’s a higher degree of expectation that the service should be tailored to the individual. There’s less adherence to time and protocols and guests really require the service entity to organize the experience around them rather than the guest organize himself around the experience.

Brooke Barrett, Denihan Hospitality Group

Guests want what they want when they want it now. I don’t know how else to say it, and so much of that is tied into technology. People want a great experience on the website. They want to easy bookings and an easy way to find out about the neighborhood while they’re in the hotel. They don’t want to wait on a line to check in or to ask the concierge a question. People want what they want in a very easy, simple and connected way.

Jason Pomeranc, SIXTY Hotels

On a consumer-facing side, guests are using technology more to interact with the hotel – they’re booking wake-up calls, room service, and concierge-related activities. There’s a lot of technology in play that allows them, particularly on a work schedule, to structure their stay in a way that feels organized and efficient to them.

Get the “The Future of Guest Experience” E-Book Now

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Photo credit: Guests using smartphones outside New York's Midtown Hilton. Eduardo Munoz / Reuters

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