Leveraging Technology to Create Meaningful Guest Connections
During a recent visit to one of my consulting clients on the East Coast, I emphasized a simple yet powerful principle: using guest names. Personalization elevates hospitality, and when combined with technology, it creates even more meaningful engagement.
I shared a personal example—my local Starbucks barista. Every visit, they greet me by name, reminding me of the warmth of Cheers (“Where everybody knows your name”). Even when I order through the app, they just don’t put my order on the counter but also write personal notes and my name on the cup.
This is a lesson for hospitality: Technology should enhance, not replace, the human connection.
Whether through reservation systems, mobile check-ins, during calls from guestrooms to any part of the hotel, the goal remains the same—to make every guest feel recognized and valued.
How is your team using technology to personalize the guest experience?