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20 May 2010
It?s sad to see that Hotel Professionals today based on this article in Dubai are at loss to understand the balance of appropriate technology and use of Human Capital. This is a painstaking affair as it requires a lot of training and grooming of mindset of innovation. It?s an art not many understand. This is due to lack of thinking which is out of the box. Most of the operations are run on orthodox front office procedures set in 19th century and some fail to acknowledge and move creatively
23 May 2010
As Max has correctly pointed out that it is the correct balance of appropriate technology and personal touch which keeps hotels and their FO teams ahead of the competetion. Personal touch can never be taken out of the equation if its luxury hotels that we are talking about. Risk of losing personal touch is not due to technology itself but due to the misunderstanding that technology can replace the human factor. The fact is that technology will never replace the smile and polite interaction of a FO colleague with the guest. Technology when correctly used will help in ensuring that the guests expectation is met if not surpassed. With the rapid innovations in technology, its just a question of how this is used to make positive guest experiences. Personal touch cannot be replaced by tech, unless Managers choose to ignore it and rely solely on tech.
25 May 2010
Hi there, its absolutely perfect what Benzaquen and Motzkus said. But, still we need to have this virtual concierge at the hotel as online is becoming the new trend. Many of the tourist or afraid of the quality or about over charges. So, they prefer to have a small conversation before they confirm things and that?s y they prefer man over technology. Once they start to trust the information fed is perfect then they may start to use and it depends on hotel to hotel. Well I go with the old trend but at the same we should not neglect the new technology where this saves ur time.