Despite the struggle in finding the human touch in the tech-savvy world, CIOs make sure that the teams create superior experiences that can match up the increasing expectations of the guests.

FREMONT, CA: The advances in artificial intelligence (AI) come with commitments to transform the real world of the hospitality industry. It aspires to dramatically improve the traits of personalization and connectivity while also boosting revenue production. But the question that arises is, will people be able to keep the digital world apart, or will technology completely take over the human race? h

A few years ago, technologies like cloud, data analytics, and AI had swept right through the hospitality landscape by enhancing the outdated systems, which defined the industry once. Currently, the CIOs implement a variety of technological developments at their fingertips and offer countless solutions to simplify operations, as well as the guest experience. They use augmented reality (AR) to provide additional data to the guests inside the hotel and to suggest places of interests nearby. With the exciting development, CIOs continue to figure out several methods in which promising technologies can modernize the future of hospitality.

Organizations have grown into technology companies today, and along with that, it changes the responsibilities of the CIO. A practical CIO can keep the strings attached in a high-tech environment while retaining the human touch, thus providing the best of both worlds to guests. Technology can never replace a commitment made to serve with excellence, and a CIO can assist very operation and elevate the guest experience.

The Search for an Ideal Balance:

CIOs play a significant role in the contemporary hospitality landscape. They help in delivering the promised services with a more connected and personalized experience with the next-gen systems. Modern hoteliers depend on significant functions such as mobile check-in/out, cloud-based interfaces, push notifications, and loyalty programs. CIOs maintain the traffic of the platforms and also regularly aggregate guest data, to create enhanced guest insights and offer additional opportunities.

Apart from the AI-powered robots, CIOs and staff serve their guests with futuristic technology combined with personalized efforts. Guests might opt for the choice that offers mobility when it comes to check-in/out or for that matter any other form of service. A mobile property management solution (PMS) can indeed provide a better high-touch experience. But CIOs make strategies that can handle the guest requests from every corner of the hotel. With the help of technology, the staff can ensure that guests are benefited from the services, and their demands are fulfilled quickly.

Leveraging the Right Solution:

In the hotel industry, CIOs strategize to invest more on the right kind of solution for the business, rather than the newest arrivals in the marketplace. They significantly analyze the prospective platforms and partnerships that can be helpful to the industry in the revolutionizing world. They prioritize most on the solutions that can be of ample help instead of the ones that are of no significant use. The CIOs look for the right solutions to invest and enhance the guest experience, rather than following the technological cult.

Connecting with People:

While working on guest-specific technology platforms, communication channels become a critical element to consider. Nearly 73 percent of guests prefer to communicate via online channels, and over two-thirds opt to interact through texts over calls. But what cannot be overlooked is that 75 percent of guests prefer to communicate one-on-one with representatives at the location. The statistics show that guests do not always stick to a specific channel and take the benefit of multiple lines of interaction, including in-person conversations.

CIOs must bring in technologies that support effective multi-channel communication with guests. By utilizing a PMS with a suite of engagement abilities, they can ensure that the property is well-equipped to satisfy diverse guest preferences as well as keep a constant connection with the staff.

Will the evolving technologies, there will be various high-touch approaches to enhance the guest experiences. But with strategist CIOs and technology to improve the traditional models of service, the conflicts will be minimal. Furthermore, hoteliers will be able to see a rise in guest satisfaction and long-term loyalty programs.