Experience-first technology
When thinking of how technology can elevate a guest experience, I think of a time I was traveling home from Austin, TX, and the TSA Pre-check line was closed. At first, I figured OK, no big deal, but before I could enter the general screening line, a TSA agent asked me to follow them. They proceeded to hold the line, walked me in front of the entire crowd, held back their luggage on the belt and put mine in front. I was somewhat embarrassed by the attention of others, but for a moment thought, “Is this what Beyoncé feels like?”
This level of service was unexpected but had a lasting impression. Eliminating a touchpoint is risky, but for a guest who has been traveling all day to arrive at their hotel, seeing a long line may make them feel defeated. Receiving a pre-arrival text offering to bypass the line and deliver their room key may be exactly the type of check-in experience they’re looking for that day. You just gave that guest the “Beyoncé” experience, which makes anyone feel like a star. With that one act, they unknowingly became the most important person in the room for a moment.
IT as culture, not just systems
Innovation is exciting, but not all employees embrace change in the same way. With the introduction of AI, there are insecurities that positions are at risk. When employees understand the personal benefit a new piece of technology provides to them, they are more likely to adopt it.
