The Latest Technology is GREAT! But it's Still the PEOPLE that Matter!
By Monika D'Agostino Chief Consultative Sales Officer, Consultative Sales Academy | November 04, 2012
Technology is all well and good, but what if the hotel experience doesn't match expectations?
Some websites are really sharp, but then you arrive at the hotel to discover that WiFi only works in the business center, the phone works but it takes forever to get somebody to pick it up and your front desk person doesn't pay attention when checking you in.
In today's business and personal environment we often forget that it is human beings who are experiencing our services. There are so many articles, websites, resources that help companies promote and market their services through technology. We hear all the time - Do you have an app for that? But there's no app to replace customer service in human interaction.
We all agree that it's really important to have an on-line presence, to market products and services in our virtual world and to be ever present and on top of Google searches, and to actively maintain and manage our website presence. But the customer experience doesn't stop after you hit the "Buy" or "Book" button. It's actually where it begins...
There is nothing more annoying than websites that load slowly, which serve as vanity pieces rather than resources. But it's always refreshing when websites are "smart" and easy to navigate. Especially when it comes to booking hotel rooms or airfares we all want it to be fast, easy and cheap. But, cheap can come with a high price when we don't do our fact checking prior to our trip.
We might end up with a hotel that is next to a highway rather than a quiet room where we can get a good night's sleep before an important business meeting. Yes, the location could be convenient, but it also needs to meet our needs.
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