Mobile communication and automation innovation in hospitality

Abstract

Technology doesn’t mean that customer experience can only happen online and through devices, check-ins and online comments. All of these experiences need to be part of an integrated, dynamic system so that the guests’ experiences are at the forefront of the marketing and operational team’s mind. If a guest leaves a comment about their stay when they check-out of the hotel, for example, the right people need to reply and acknowledge this type of communication. Marketing tools and solutions need to create memorable experiences that can lead to positive change and growth in the industry.