SERVICES AS A TECHNOLOGY COMMITTEE REPORT

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This report summarizes the key takeaways from the ILHA Services as a Technology Committee meeting.

The committee discussed the impact of technological advancements on operational efficiency, guest feedback integration, vendor partnerships, evolving guest expectations, and digital transformation strategies in the luxury hospitality industry.

Technological Advancements in Operational Efficiency

The committee opened with a discussion on how technological advancements are improving operational efficiency in hotels. David Goldstone, Executive Vice President & Chief Revenue Officer at WorldVue, posed the question, leading to insights from various members.

Back-of-House Efficiencies

Mark Fox, CIO at Beemok Hospitality Collection, highlighted the significant improvements in back-of-house operations through the use of scheduling systems, brand management, and labor management systems. He cited the example of a brand management system called IPPY, which automatically opens tickets for issues not meeting brand standards.

“Technological advancements like IPPY are refining labor management and brand standards compliance, enhancing back-of-house efficiencies.“

Mark Fox
CIO
Beemok Hospitality Collection

Room Inspection Innovations

Matt Schwartz, CTO at Sage Hospitality, shared their pilot program involving room inspectors using a phone to take a 30-second video of the room. The video is then matched against images of the perfect room setup to identify deviations.

“The precision of this technology reduces inspection time from 15 minutes to about two minutes and could eventually eliminate the need for room inspectors altogether.”

Matt Schwartz
CTO
Sage Hospitality

Integrating Guest Feedback into Technological Solutions

The committee explored how guest feedback is being integrated into technological solutions to enhance service quality and guest satisfaction.

Manual Review Processes

Mark Fox and Richard Tudgay acknowledged that their current feedback integration processes are manual, with directors reviewing and acting on feedback.

“Guest feedback is still manually reviewed at the director level, highlighting a gap in technological integration.”

Mark Fox
CIO
Beemok Hospitality Collection

Immediate Response Systems

Matt Schwartz discussed a post-survey system triggered when guests connect to Wi-Fi, immediately notifying the manager on duty if the rating is below nine.

“This immediate notification system ensures prompt action on guest feedback, enhancing satisfaction” – Matt Schwartz, CTO at Sage Hospitality.

The Importance of Collaboration with Technology Vendors

The committee emphasized the critical role of collaboration between technology vendors and hotel management in achieving service excellence.

Essential Partnerships

“Effective collaboration with vendors is essential for successful technology implementation and integration into hotel processes.”

Richard Tudgay
CTO
Remington Hospitality

Innovation from Small Companies

David Goldstone and Matt Schwartz highlighted the innovation often seen in smaller companies at conferences like HITEC, which can inspire larger companies to adopt new ideas.

“Smaller companies often lead with innovative ideas that can drive the industry forward.”

David Goldstone
Executive Vice President & Chief Revenue Officer
WorldVue

Evolving Guest Expectations and Technology Adoption

The discussion also covered how evolving guest expectations are influencing the adoption of new technologies in luxury hotels.

Demographic Considerations

Mark Fox noted the demographic split in technology expectations, with younger guests expecting more technology options.

“In luxury hotels, younger guests expect more technology options, while older guests may prefer simplicity.”

Mark Fox
CIO
Beemok Hospitality Collection

Balancing Technology and Personal Touch

Matt Schwartz stressed the importance of balancing technology with the personal touch, particularly in luxury settings where less visible technology is often preferred.

“Leveraging technology for back-of-house efficiencies ensures that the guest experience remains seamless and personalized.”

Matt Schwartz
CTO
Sage Hospitality

Digital Transformation Strategies

The final topic of discussion was the strategies implemented by hotels to drive digital transformation.

Eliminating Physical Hardware

Matt Schwartz shared their approach of eliminating physical hardware in guest rooms and for staff, focusing instead on SaaS solutions.

“Our strategy is to remove physical hardware and rely on SaaS solutions, enhancing mobility and reducing vulnerabilities.” – Matt Schwartz, CTO at Sage Hospitality.

Comprehensive Guest Profiles

Mark Fox discussed the importance of creating a comprehensive guest profile to avoid repetitive questions and enhance the guest experience.

“Developing a unified guest profile helps in providing a seamless experience and avoids repetitive queries.”

Mark Fox
CIO
Beemok Hospitality Collection

The Future of Service Excellence

The committee concluded with reflections on what service excellence will look like in the future and how technology will help achieve it.

Anticipatory Guest Interactions

Mark Fox emphasized the need for anticipatory guest interactions, supported by a detailed understanding of guest preferences and behaviors.

“Anticipatory guest interactions, driven by comprehensive guest profiles, will define future service excellence.”

Mark Fox
CIO
Beemok Hospitality Collection

Ensuring Guest Awareness

Matt Schwartz highlighted the importance of ensuring guests are aware of all available experiences to avoid regret over missed opportunities.

“Technology should ensure that every guest is informed about all potential experiences during their stay.”

Matt Schwartz
CTO
Sage Hospitality

Guest Education through Technology

David Goldstone noted that educating guests about available options through technology will enhance their experience and drive ROI.

“Guest education through technology is crucial for enhancing the experience and increasing ROI.”

David Goldstone
Executive Vice President & Chief Revenue Officer
WorldVue

The ILHA Services as a Technology Committee highlighted the transformative impact of technology on the luxury hospitality industry. By focusing on operational efficiencies, integrating guest feedback, fostering vendor partnerships, understanding evolving guest expectations, and driving digital transformation, hotels can enhance service excellence and guest satisfaction.