Hotels Can Maintain Traditional Experiences, But Also Modernize By Leveraging App Services

Cox Business banner ad

 

App services are reshaping the hospitality landscape even as many hotels are slow to adopt it. But ensuring that hotels maintain a human touch while integrating easy-to-use apps into their service offerings is still very much a priority. There is a high demand for seamless guest experiences, but hoteliers have to come to terms with finding the right balance between automation and personalization. Apps can be invaluable, but hotels should be utilizing it in conjunction with in-person services.

How can hotels effectively deliver a superior guest experience without sacrificing the human touch by leveraging app hubs ?

During an Experts Talk roundtable discussion about the hospitality industry ahead of AAHOACON 2024, Calvin Tilokee, CEO and creative director of Revpar Media, weighed in with his thoughts about the use of apps and the symbiotic relationship between technology and human interaction in the hotel industry.

Below are a few key takeaways from his perspective:

  • The importance of seamlessly incorporating app services, while preserving the human touch, recounting a personal experience at a resort where both elements complemented each other effectively.
  • Advocating for technology to supplement rather than replace human staff, citing examples where human intervention proved essential in resolving issues faced with technology-driven solutions.
  • Tilokee highlighted the significance of ensuring that technology seamlessly integrates into the guest experience, emphasizing the need for chatbots to function flawlessly alongside traditional service channels.
  • The necessity for hotels to prioritize guest preferences and convenience when implementing chatbot solutions, ensuring that technology enhances rather than detracts from the overall guest experience.
  • As technology continues to evolve, hotels must remain adaptable and continuously refine their chatbot QC processes to meet evolving guest expectations.

Tilokee aptly highlighted that success lies in recognizing that app services should complement, not replace, the human element, and the hospitality industry should embrace this philosophy.

Article by Alexandra Simon.

Follow us on social media for the latest updates in B2B!

Image

Latest

influencer partnerships
Moving Beyond Social Media Buzz: How Authentic Content & Long-Term Influencer Partnerships Can Drive Hotel ROI
July 30, 2025

Influencer marketing is rapidly changing, and many hotels are still figuring out how to tap into its full potential. As travelers demand more authentic and relatable content, the pressure is on for hotels to adapt their marketing strategies. But with skepticism around the true ROI of influencer partnerships, it’s more important than ever for brands…

Read More
workforce
Building a Future-Ready Workforce: With Traditional Training Models Failing, It’s Time for Employers and Educators to Build Solutions Together
July 30, 2025

In an era where the average job tenure in the U.S. hovers under four years and industries are evolving faster than academic curricula can keep up, the need for a new approach to workforce development has never been more urgent. Companies like Amazon and McDonald’s are responding by investing in “education as a benefit”…

Read More
belief
Learning Out Loud with Belief, Courage, and the Power of Yes
July 30, 2025

In a world where workplace disengagement is on the rise, with global employee engagement falling to just 21% in 2024, leaders and teams are increasingly seeking meaning, connection, and growth in their work. Amid this shift, professionals are asking deeper questions about purpose and fulfillment, both individually and collectively. That’s exactly where Paul Plamondon’s…

Read More
professional advancement
The Measured Mindset: How Mentorship, Curiosity, and Listening Drive Professional Advancement and Growth
July 29, 2025

Not every path into analytics starts with code and spreadsheets. For some, it begins with curiosity, adaptability, mentorship, and a willingness to learn something entirely new. That’s the case for Mayank Malviya, whose journey from a humanities education in India to a career in U.S.-based market research reveals how initiative and mentorship can accelerate…

Read More