Today, it’s happening once again with contactless technology — ranging from check-in kiosks to keyless entry and new guest messaging platforms. The concept of “contactless” may feel a little strange, and even uncomfortable, for some in the hotel business. After all, the hospitality industry is built upon the importance of personal interactions.
But as the industry is challenged by a pandemic and an economic downturn, hotels need to rise to the occasion. To do this, they must prioritize ways to create meaningful moments, despite having to deal with the reconfiguration of operations and unfamiliar circumstances, two obstacles that prevent them from engaging in the face-to-face service so critical to the industry’s identity.