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Company insight


engage with mobile devices for check-in and check-out, ordering food and paying bills. In fact, hotel staff from this generation will probably feel the same way. The less contact, the better. Conversely, Generation X may still want that warm, attentive and ‘traditional’ engagement with staff. The hotel that can accommodate choices by generation will excel.


Having both worked in the hospitality and leisure sectors, have interactions with guests changed over time?


Undoubtedly yes, but the fundamental desire to deliver the best guest experience has not. The online revolution has a hand in almost all interactions with guests. Guests expect to be able to book a hotel room, order food and arrange leisure activities online. However, 20 years ago this was not the case and almost all bookings were done via telephone or fax machine, so the hotelier’s interaction with the guest started far earlier in the guest’s planned stay.


Now it is much more likely that the guest has booked online and therefore the first engagement is when they arrive or – to take it a step further – there could be no interaction at all given the advancement of mobile check-in facilities and digital key systems, which easily allow for a completely contactless experience. With physical guest interaction decreasing, the guest profile has become the absolute in how hoteliers get to know their customers and gathering high-quality guest data is key.


Any experience needs to be slick and streamlined, so that it never detracts the guest from why they chose to visit your establishment. The entire journey – from searching online, making the booking, arrival, food and beverage purchases and finally departure – are necessities, but they must be delivered in a way that never hinders or disrupts the guest’s enjoyment. This is where technology now delivers the ultimate journey.


Hotel Management International / www.hmi-online.com


If you were hoteliers again today, what would be the most important technology requirement for you to be able to look after your guests? Anticipating a guest’s needs is by far the most important aspect of looking after visitors to a hotel. That innate ability, ingrained within any professional hotelier, influences how you engage with guests and how they, in turn, measure their own experience and satisfaction.


The most important technologies today are flexible and feature rich. Additionally,


35+


having modern, robust integrations now plays a significant role in creating efficiencies for the organisation, creating a fuller guest profile and remaining agile to follow the changing expectations of guests.


Providing such solutions ensures each guest is treated and respected in the way they desire. The warm and welcoming smile is still is as important as ever. Even if, for certain people, it’s an emoji. ●


www.Agilysys.com


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The Guest Journey is a Blank Canvas, Agilysys Helps Create Your Masterpiece.


With over 35 robust, fully integrated solutions, Agilysys has built the winning  to the last, we have you covered with feature rich solutions for SaaS or On-Premise environments.


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Let Us Build Your Masterpiece: +44 (0) 77 2554 9242 EMEAsales@Agilysys.com www.Agilysys.com


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