(MENAFN- Khaleej Times) Balancing technology to serve the needs of customers is a tough job, but experts say that successfully doing so can streamline processes without losing vital elements such as service and hospitality.
"Technology is now a standard in our hotel," said Karim Bizid, general manager at the Oberoi Dubai at the recent Hospitality Leadership Forum.
"There are lots of expectations that guests have when they decide on which hotels they want to stay at. Connectivity is the most important thing that they ask for. Guests want to be connected, not just in their rooms, but everywhere in the hotel. If you don't have Wi-Fi, people won't even consider checking in to the hotel."
Lorenzo Maravigilia, hotel manager at the Four Seasons Hotel DIFC, agreed that the latest technology has to be embraced, but also felt that the core message of a hotel is to create memories.
"We have to stay true to that core message," he said. "A lot of people might say that we are scared of Airbnb, but we actually aren't. Airbnb simply sells rooms; a stay at a hotel is much more than that. Guests want special and personalised experiences, and we can use technology to create those. For example, we have a 24/7 live chat at all our hotels everywhere in the world. If you need something, you will always have access to a person to help you."
He also noted that data collection and analysis is vital to creating experiences. This might put the hotel at odds with certain demographics that aren't willing to share their data, but lots of reports, he noted, have found that millennials are willing to share their data if it can help them get the best personalised experience possible.
"With the right type of data, you can remember preferences, make check-ins easier and tailor a very unique experience," he said. "Millennials don't mind sharing their data with us. However, there is also a difference between millennials and Generation Z. Generation Z are the type that want efficiency and speed, even more so than millennials."
Bizid noted that when it comes to any type of data that revolved around guests, there is always a risk regarding privacy. He also added that it is not easy to bridge the gap between the technology that millennials want to see in hotels, and the ease that older generations are used to without the technology.
"In my opinion, simplicity is the key to success in most cases - don't complicate things more than they should be just because there is a technology that is available to you."
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Rohma Sadaqat I am a reporter and sub-editor on the Business desk at Khaleej Times. I mainly cover and write articles on the UAE's retail, hospitality, travel, and tourism sectors.Originally from Lahore, I have been living in the UAE for more than 20 years. I graduated with a BA in Mass Communication, with a concentration in Journalism, and a double minor in History and International Studies from the American University of Sharjah.If you see me out and about on assignment in Dubai, feel free to stop me, say hello, and we can chat about the latest kitten videos on YouTube.
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