To Serve Your Guest, Understand Their Journey: Strategies for the Seamless Experience in Lodging
Hoteliers are facing conflicting objectives: How do we make it easier for customers to DIY without losing the ‘surprise and delight’ they’ve come to expect? How can we maintain a high level of service and hospitality without further taxing our workforce? What technologies can we tap into that help us better serve our customers and know more about them amidst data privacy concerns? What are other hoteliers doing today to make the journey better tomorrow?
Jeff Katz, Journera; Oral Muir, Hilton
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