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Customer Experience/Service

A collection of news, articles and other featured content about Customer Experience/Service.

Hotel Improves Valentine's Day Guest Experience with Robots

Guests staying at Hotel EMC2 during Valentine's Day weekend were treated to chocolates, roses and a funny valentine via the property's onsite robots.

Study Finds Hoteliers Fear Robot-Run Future While Believing that AI Is Key to Guest Personalization

Hotels recognize that guest preferences have become more sophisticated, requiring AI to sift through big data and provide hoteliers with important insights to personalize the hotel stay experience.

The Break Hotel will also implement mobile check-in and keyless entry features later this year.

Certification improves a property’s profitability, guest satisfaction, and employee retention.

HT advisors look ahead to reveal top IT goals, plus predictions on what buzz-worthy tech will shape hotels and restaurants in the year ahead.

Earnings conference call reveals a focus on improving guest experience with improved response to online, mobile ordering.

Seventy percent of hotel guests report a positive experience with personalization, therefore hotels should collect and leverage data to provide a more personalized experience before, during and after stays.

The guest experience at casinos is dependent on the right balance between too much and too little technology.

Guests want tools and technologies in place that will remove friction and deliver value.

Restaurant bar concept Interesting Shadow uses Epson's 3LCD laser projectors to display real-time information about drinks, special offers and table reservations.

Sands Resorts leverages six strategies to centralize guest and marketing data into one customer platform to personalize communication, drive revenue, and build guest loyalty.

From surfing lessons to $300,000 ski packages, travel companies are finding new ways to personalize the guest journey with unique experiences.

ProPILOT Park Ryokan offers guests self-parking slippers, tables and floor cushions using Nissan's ProPILOT Park autonomous parking technology.

Ethan Stowell Restaurants can now capture historical guest visit and spend data for all reservations to personalize service and marketing.

Take artificial intelligence (AI) from buzzword to bottom-line impact in a MURTEC session entitled “How AI Can Improve Operations: Enhancing Guest Experience & Driving Sales.”

Take artificial intelligence (AI) from buzzword to bottom-line impact in a MURTEC session entitled “How AI Can Improve Operations: Enhancing Guest Experience & Driving Sales.”

Higher TripAdvisor scores show hotel beacon guests value personal service, fast request fulfillment.

Viejas Casino & Resort will implement Agilysys’ InfoGenesis® POS, InfoGenesis® Flex and rGuest® Pay to improve food and beverage delivery and enhance guest service throughout the planned casino expansion.

Viejas Casino & Resort will implement Agilysys’ InfoGenesis® POS, InfoGenesis® Flex and rGuest® Pay to improve food and beverage delivery and enhance guest service throughout the planned casino expansion.

VeeR VR partners with Dianping to release the 360 Black Pearl Restaurant Manual.

From blockchain and hotel-friendly robots to interactive light technology and more, discover some of the highlights from the National Retail Federation’s Big Show.

From blockchain and hotel-friendly robots to interactive light technology and more, discover some of the highlights from the National Retail Federation’s Big Show.

NRF18digitaltransformation

Over the past few years, much of the talk surrounding technology strategies for hospitality has been how to enable digital touchpoints.

In-room tablets have a 90% engagement rate; targeted promotions have received up to 500k impressions.

In one year, Best Western has been able to increase its social media responses by 15% and decrease its response time to the guest by 400%.

The partnership is based on a software integration of Nuvola’s guest service management platform with the integrated mobile messaging, enhanced push-to-talk, and location awareness for employee safety support of the BluIP app.

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