Operations Why every hospitality board I
n an age where the guest journey is intrinsically interwoven with technology at every step, the role of the chief technology officer (CTO) in the hospitality industry has never been more vital. Of course, when I say CTO, they might not be called a CTO – other terms include technology director, IT manager and so on. But their fundamental responsibility, that of overseeing and managing technology in the hotel, is the same. It’s a crucial duty. And yet, despite that, the importance of the role is, if not necessarily overlooked, then often underappreciated. Looking at the prevalence of technology in the industry though – I can’t fathom why.
needs a CTO
Jane Pendlebury, CEO of HOSPA, examines the importance of the CTO in navigating the guest journey with technology – and why the CTO should be on the board.
At a basic level, hospitality hasn’t changed much.
You go to a hotel, you check in, you stay in a room with a bed and a bathroom, you sleep, you use the bathroom, you checkout, you leave. You may or may not engage with the hotel’s F&B services within that time frame, but, either way, the process of staying in a hotel is as similar in principle to what it was 50 years ago – if not 100. We all know though that, in reality, much of the hospitality experience has changed. And that’s down to technology. Let’s take a look at its many, many touchpoints.
When asked to describe the guest journey, Google maps it out as the following:
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Hotel Management International /
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