The Hospitality Divide: How New Technology Is Making It Bigger
By Mark Tapling President & CEO, InfoGenesis | May 19, 2010
It's no secret that there is a great divide when it comes to hospitality. No matter if you operate a hotel, cruise line, resort or casino, there is a distinct difference between those companies that focus on guest service and those that don't. It's only recently that the pendulum as swung back from the commoditization of offerings to a focus on the guest experience. Now, many companies are scrambling to catch up to those that have stayed the guest-focus course in their operations.
This observation begs the question: Why has guest experience accelerated in importance over the past several years? Some say it's the build out of local markets where location and price have reached their zenith. Oversaturation is the death knell for many an operation. But there are still others that realize a focus on guest service and the guest experience has the potential to negate many of the affects of competition, location and price. In fact, many are finding that they can significantly increase revenue by focusing on guest service.
What sets the successful hospitality operators apart is more than budgeted corporate dollars or training. Even companies that have done guest service well in the past find it increasingly difficult to be profitable in competitive markets. The operators that are combining their guest service strengths with new technology are the same organizations carving out powerful competitive leads in their markets. They've discovered the formula that is crucial in hospitality today: Better Service + Better Technology = Increased Revenue.
In this article you'll learn about three new pieces of technology your property can implement. This technology brings the above formula to life for a company that has basic technology in place, such as point-of-sale (POS), property management and table management/dining reservations solutions. What these new, integrated technology pieces represent are unique opportunities to differentiate in the marketplace, get people talking and keep them coming back to your locations.
In The Know
One of the cornerstones of better guest service is information. Lack of information for a manager or guest can breed confusion, incompetence and lost opportunities. Technology is tailor-made to help companies avoid these problems and deliver the right information at the right time, but only if it's set up and integrated properly.