Leveraging Technology to Eliminate Task-Driven Roles in Hospitality
Ken Patel is the CEO and Founder of EV Hotel Group, and he tackled a key hospitality trend that will be critical in the immediate and long-term future of the industry — technology adoption. Here’s what he had to say.
“I believe that we need to cross over to the technology itself, and we need to have more streamlined processes. And the only way we can do that is with better technology.
Technology will drive a less task-driven system. And that’s kind of what we need to make sure we put the emphasis on — where the employee workload is currently, and, as we have the technology, we can streamline certain processes that will make the work life better for the employee and lessen the turnover that we see currently in hospitality.
“We have been collecting data for numerous amount of years, and hospitality data has been there. But the problem is we haven’t had clean data.” – Ken Patel
It will also drive guest satisfaction. We’ve been talking about that for a numerous amount of years. And that hasn’t been there. It’s because we haven’t been able to drive the technology that we need to in this industry. And that’s kind of what we feel is the trend. And the trend has to be technology with our service experience and a guest experience. We have to change those things where the guest can actually get an experience.
When they come to the hotel, the guests can get what they get at home at the hotel. They need all of those items. And those are actually the trends that are currently there. And technology plays a big part. It plays a big part.
It’s not that we haven’t been collecting data in the hospitality industry. We have been collecting data for numerous amount of years, and hospitality data has been there. But the problem is we haven’t had clean data. We have had data islands where we collect the data and we leave it. It does not get transferred over anywhere else. It does not get thought about. What do we do with that data?
So we need to actually collect the data, make sure it’s clean, and use it, whether it’s for AI purposes or any other purpose. And we are seeing that trend. It’s already happening with Kayak.
And it has to not only go on a guest side of things, but also on the employee and the hotel. So it’s got to play a big part in a bigger circle.”
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