In a recent one-on-one interview recorded during the HITEC 2024 event in Charlotte, Maria Ronson sat down with Terence Ronson, one of the two inductees into the prestigious Hospitality Technology Hall of Fame. This interview is part of our HITEC 2024 series, where we have engaged with a diverse array of speakers, exhibitors, and visitors to provide in-depth insights into the industry's latest trends and innovations. Ronson shared his thoughts on the current state of hospitality technology, the role of artificial intelligence, and the importance of maintaining the personal touch in the industry.

Recognition and Achievement

Terence Ronson begins by expressing his excitement about being inducted into the Hospitality Technology Hall of Fame. He recounts his experiences attending previous award ceremonies and the pride he feels in finally receiving this honor. Ronson notes the significance of this recognition within the industry and his personal journey in hospitality technology.

The Complexity of Hospitality Technology

Ronson highlights the increasing complexity and variety within the hospitality technology landscape. He points out that the abundance of technological solutions available today can be overwhelming, and the integration of artificial intelligence (AI) into these systems adds another layer of complexity. While AI promises improvements in efficiency and productivity, Ronson emphasizes the need to consider its impact on the guest experience.

Balancing Technology and Guest Experience

A recurring theme in the interview is Ronson's concern about technology overshadowing the personal touch in hospitality. He argues that while technology is essential for modern hotel operations, it should not come at the expense of genuine human interaction. Ronson shares anecdotes from his recent travels, illustrating how overreliance on technology can lead to impersonal and frustrating guest experiences.

Challenges with Current Technology Implementation

Ronson discusses several instances where technology has failed to enhance the guest experience, such as poor Wi-Fi connectivity and ineffective communication tools. He stresses that technology should be implemented with the primary goal of improving the customer journey. The failure to do so, he argues, results in a disconnect between guests and hotel staff, diminishing the overall quality of service.

The Importance of Culture and Training

Ronson and Maria delve into the importance of culture and training within hospitality organizations. Ronson believes that the general manager plays a crucial role in setting the tone for service culture. He criticizes the trend of reducing guest interaction under the guise of efficiency, calling for a return to a more personalized approach to hospitality.

The Role of Technology Consultants

As a technology consultant, Ronson focuses on ensuring that technology enhances the entire customer journey, from booking to post-stay. He advocates for intuitive, seamless, and cost-effective solutions that cater to the diverse needs of guests. Ronson emphasizes the importance of interoperability and the need for staff to be actively involved in the guest experience, rather than solely relying on technology.

Final Thoughts on Technology in Hospitality

Ronson concludes the interview by reiterating that while technology is necessary and offers many benefits, it must be balanced with a strong emphasis on hospitality and service. He draws a parallel to the exemplary customer service found in Apple Stores, suggesting that hotels should strive to achieve similar levels of service and satisfaction. Ronson's vision is for technology to support, rather than replace, the personal touch that defines the hospitality industry.

This interview is part of Hospitality Net's HITEC 2024 series, providing a platform for industry leaders to share their insights and experiences.

 

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