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Technology In The Hospitality Industry

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a. “I’m a big believer that technology should be used to aid hospitality service experience, not replace the hospitality service experience.” – Ron Swidler The Gettys Group, Service with a Smile: Why Hotels of the Future are High Touch, Not High Tech

I agree with the quote mentioned by Ron Swidler who described himself as an enthusiastic early adopter of new technology. With that being said, I presumed that he has come across and experienced different types of hotel technology ranging from automated self-check-in machine to mobile device as a door key. Thus, he is able to make the above statement on the functionality of technology in the hospitality industry.

Due to technology advancement over the years, the hospitality industry has been in a constant state of progression. New technologies are expanding and being initiated, resulting in a higher utilization by most hotels worldwide. Hotels are incorporating technology into the daily operations and improving of guest experience. Although hotel technology has its own advantages such as keeping up with the latest technology trend and convenience, it cannot be compared to the service provided by the hotel employee. Service is of utmost importance in the hospitality industry. The percentage of repeated guests are highly dependent on the care provided by the staff instead of how fancy the technology is. Research by McKinsey shows that 70% of buying experience are based on how the customers feel they are being treated. Thus, it

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