It used to all start with a smile and a handshake or a hug (considered quite normal in most regions), isn’t it? All your business meetings, a guest welcome, an evening get together whatever it be ... The eye contact and the physical presence has been such an integral part of all our interactions thus far, especially the Hotel industry which thrives on socialization and human interaction.
Customer Support is really important to us. We care. I care. As an organization, we try to constantly strive to improve our responsiveness, our tools and understanding of our customer base challenges and concerns. We know some consider having a service optimization platform as a luxury. We view it as a necessity to operate a business today---same goes with 24 hour support during this time---a necessity.
For nearly the last 10 years, I have been lucky enough to be part of a lot of conversations about how the check-in process would evolve. People---Technologists, Hoteliers, Industry leaders said that the front desk was a dinosaur, technology needed to be created to better harness a mobile check in process, many travelers don’t want to be bothered to stop at a desk. Yes, customers will download an app so they can leverage mobile key and my personal favorite statement—your guests want the power of choice. You get the idea. Oh, by people, I kinda meant me.