Hospitality, the word brings to mind visions of hotels, restaurants, spas and resorts. Along with that vision comes a level of service that guests expect. So how do we bridge the gap between technology and hospitality? How do we, as technology experts in the hospitality market leverage technology to enhance the guest experience but not intrude on the human touch needed? Sure, we can add all the technology gadgets such as tablets in every room for the guest to order whatever they need, but does that really enhance the guest experience, or does it isolate the guest? Or, do we use the guest data from the PMS system, to the POS system, to retail and spa to enhance the guest experience with our knowledge of what the guest likes and dislikes? Sure that works for the repeat guests, but what about the one time guest? As the market grows more and more dependent on technology, what is the best way to enhance the guest experience?

I believe that we must look at the IT landscape as an entire specialized Eco-system that can give the most data to all departments from F&B, to Rooms, Banquets, Sales and Events, as well as all the back of house departments.

I’m not saying trust your property to an all in one solution, just the opposite. There must be a way to have better, more robust, interfaces between systems. Hospitality has been slow to adopt technology, it is time for all of us to pick up the pace. Where are the visionaries for Hospitality?

We, as the leaders of our properties tech landscape have to walk that fine line of guest experience, guest data, and guest security, all in a seamless solution.

Technology in hospitality seems to be an after thought in too many minds. I believe there are good companies out there building solutions that can take a property to the next level.

I see a future in hospitality where the Front Desk as we know it will be obsolete. A future where standing in a line to check in will seem like a distant memory. Mobile check in is the wave of the future and we must begin the change now. Imagine a reception area where the guest can sit and enjoy a beverage or a snack instead of waiting in line. A true reception area where the guest experience truly begins.

There is no need to be tethered to a desk anymore so let’s adapt and make the guest experience start with the first “Welcome”. I believe we are seeing the beginnings of this shift with the hybrid versions already seen in some of the brands such as Marriott’s and some Hilton’s. No one ever says how much they enjoyed their check in experience. I see a future where technology creates a seamless guest experience, from check in to in-room entertainment to dining to check out and beyond.