: How Rotana is Breaking Down Silos for a Seamless Guest Experience

03.10.2023 - 06:48 / breakingtravelnews.com

In a dynamic world where technology is rapidly advancing, the hospitality industry is at the precipice of a transformative era. Embracing innovative technologies promises to elevate guest experiences, empower hospitality employees, and streamline operations. Rotana, one of the leading hotel management companies in the region with hotels across the Middle East, Africa, Eastern Europe and Türkiye ,  has recognized the potential of technology and is at the forefront of this revolution. In a recent interview with Thynk.Cloud, Guy Hutchinson, President and CEO of Rotana, sheds light on the future of hospitality and emphasizes the need to break down silos to fully harness the benefits of technology.

The Guest Experience: Technology as the Key Enabler
Technology has revolutionized every aspect of our lives, and the hospitality industry is no exception. However, Hutchinson acknowledges that the industry has been somewhat sluggish in adopting technology compared to other sectors. While hospitality is traditionally focused on personalized human interactions, technology has the potential to complement and enhance these interactions, rather than replace them.
The key to leveraging technology lies in integrating it seamlessly into the customer journey. Hutchinson said, “We really see that integration as being something critical to the future. The real advantage that technology is providing is the ability to remove bottlenecks, the ability to move traditional pain points in the customer journey through hospitality.” The real advantage of technology lies in its ability to create a fast, efficient, and personalized journey for guests.
From the pre-arrival phase, arrival, stay, and departure, technology can create a customer-centric space. Guests will have the freedom to choose when they want human interaction and when they prefer self-service technology. By automating routine tasks and processes, you enable employees to focus on providing genuine hospitality, delivering exceptional service, and build lasting connections with guests.

Empowering Hospitality Employees through Technology
Hospitality employees play a vital role in delivering memorable experiences to guests. By adopting technology that streamlines processes and reduces administrative burden, hospitality companies can empower their employees to perform at their best.
The traditional siloed approach to technology within the hospitality industry has often led to inefficiencies and redundant tasks. Hutchinson stresses the need for a more integrated and holistic approach. By breaking down silos and integrating systems, employees can access relevant information seamlessly, enabling them to provide personalized experiences and anticipate guest needs.
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