Combining Personal Touch and Tech: The Next Chapter in Hotel Strategy

Understanding the New Balance in Hospitality: People and Tech Working Together

By: Dustin Caromano

The hospitality industry is always changing, and now we're seeing a fresh challenge: balancing personal touch and technology. Some people think technology could take over completely, but experienced hotel managers know that the best guest experiences come from a mix of both.

The Power of Personal Touch

There's something special about a genuine smile from a receptionist, getting help from a knowledgeable concierge, or getting a personalized tip from a friendly waiter. These are the moments that make a hotel stay memorable and keep guests coming back. It's the personal touch that has always been at the heart of hospitality.

How Tech is Changing the Game

At the same time, technology is making a big difference in how we run hotels. Automated systems help things run smoother and faster, and they also make life more convenient for guests. From booking a room online to checking in without contact, technology makes travel easier. And with data analytics, we can understand what our guests want and need more than ever before.

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The Best of Both Worlds: Combining People and Tech

The best hotel managers see technology as a tool to help deliver great service, not a replacement for people. Combining the best of personal touch and tech gives guests an even better experience.

Data Helps Personalize the Experience: By using data to learn about guest preferences, hotel staff can give guests a more personalized experience that meets and exceeds their expectations.
More Efficiency: By automating the more routine tasks, staff have more time to spend with guests and build relationships.
Digital Concierge Services: AI chatbots or virtual assistants can answer simple questions quickly. For more complicated or sensitive issues, guests can talk to a human staff member who understands their needs.
Smart Room Tech: With smart technology, guests can control their room's settings for a more comfortable stay. And if they need help, human staff are always there to assist.

The Future of Hospitality: Combining Warmth and Innovation

So where does this leave us? As technology changes how we run hotels, personal touch is still a key part of delivering great guest experiences. Hotel managers should see technology as a tool that can help deliver great service, not a threat.

By finding the right balance, we can make the guest journey smoother, more personalized, and more satisfying. Together, personal touch and technology can take the hospitality industry to the next level, making travel an even more warm, welcoming, and memorable experience. And as we step into this new era, let's celebrate the mix of personal touch and tech innovation.


Première Advisory Group is a trusted commercial strategy advisory group for the hospitality industry. We help independent and boutique hotels around the globe drive profitability through a unique approach that combines experts in Distribution & Sales, Revenue Management, eCommerce & Marketing, and Hotel Technology, so they can maximize revenue and increase market share. With offices located in New York and Paris, Première Advisory Group supports over 125 independent and boutique hotels across the globe and was recently awarded Top Revenue Management Company by Travel and Hospitality Tech Outlook

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