Hotels are way behind on tech

Hotel executives at HITEC in Toronto admit they're late to the party when it comes to adopting technology

One of the key goals for hotel companies is to create a full profile of individual customers so they can provide personalized services. That means establishing a reliable system of customer data that’s accessible by every part of the business. Big hotel companies have been moving to modern cloud-based data systems in part to enable that transition.

Key takeaways

• The idea of this complete guest profile has been getting even more attention as it relates to hyper-personalization — being able to customize services based on specific customer interests — because of the latest advancements in artificial intelligence ;
• If you’re able to get your data clean and have a digital engagement with your guests, then generative AI has become fantastic because you can mass customize;
• Generation Z is going to be our main source market in the next five, 10 years. And they think differently, they communicate differently. If you don’t have some sort of messaging app already that allows guests to communicate with you that way, you need to get to that because that is how people are going to want to communicate.

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