In an industry where today's innovation is tomorrow's table stakes, hospitality operators must continually improve their processes for fostering innovation to stay on top of guest satisfaction. These strategies from a Cornell University roundtable can help.
Technology has changed many of the industry standards over the last 10 years, and today there is a growing opportunity to replace human interactions with computerized meditated exchanges. But is this trend eliminating the opportunity to provide customer service?
When customers reported being less than thrilled with long lines at Royal Caribbean's soda fountains, the cruise line installed self-service units. Guests who buy a beverage package are now given drink cups with RFID technology that validates the transaction.
The CEO of Saint Marc Pub – CafÉ, Bakery & Cheese Affinage, details how the company departed from traditional service methods and instead allows guests to choose how much human interaction they want. Using tabletop digital menus, the company can offer guests seamless hassle-free purchasing, entertainment, and can even capture feedback before the dining experience ends.