Humanizing Hospitality: How to Keep Guests and Hotel Teams Happy
One of the biggest challenges facing modern hoteliers is striking the right balance between leveraging technology and preserving the human touch. Technology has the power to streamline operations and elevate guest experiences, but it’s the personal, human connections that make hospitality truly special.
Great technology doesn’t replace people – it empowers them. It enables hotel staff to focus on what they do best: creating unforgettable moments for guests. This relationship between people and technology is at the heart of a new webinar co-hosted by Mews and Deloitte: Humanizing Hospitality: How to Keep Guests and Hotel Teams Happy. In this session, we’ll explore actionable insights and strategies for hoteliers to improve guest satisfaction and team morale.
Until then, here’s a preview of how technology can enhance hospitality while keeping it human.
1. Prioritize Guest-Centric Technology
Hospitality is, and always will be, about people. By leveraging tools that operate efficiently in the background, hoteliers can free up their staff to focus on genuine guest interactions. For example, solutions like Mews Kiosk allow for seamless self-service check-ins and check-outs, reducing administrative burdens and enabling staff to engage more naturally with guests.
This is encapsulated by the concept of “user disengagement”, the ability to use technology to reduce screen time and amplify personal connections. It’s a hallmark of remarkable hospitality and something all hoteliers should aspire to.
2. Personalize Every Experience
Automation simplifies repetitive tasks, such as processing payments or managing bookings, giving hotel teams the bandwidth to be fully present with guests. Additionally, tools that gather and analyze guest data (like preferences and past feedback) enable hyper-personalized stays. For instance, the bespoke Mews integration with Salesforce helps hoteliers tailor offers and experiences based on guest behavior.
When hotels anticipate needs and proactively deliver tailored services, they build trust and loyalty, leaving guests feeling truly valued.
3. Use Data to Tailor Stays
Connected property management systems (PMSs) and customer relationship management (CRM) tools allow hoteliers to design unique guest experiences. For example, hoteliers can:
- Adjust room settings to match a guest’s preferences
- Customize in-room dining options
- Suggest local activities based on guest history
Integrating guest feedback platforms, such as TrustYou, and employing AI-driven analysis further enhances a property’s ability to adapt and improve based on guest input. This level of attentiveness fosters deeper connections and long-term loyalty.
4. Leverage Smart Chatbots
Advances in AI technology enable hotels to provide 24/7 support through smart chatbots. These bots can handle routine inquiries while maintaining a brand’s tone and personality. Properties like Hotel Oderberger use chatbots to address common guest needs, allowing staff to dedicate their time to creating meaningful face-to-face interactions.
5. Streamline Operations for Staff
A well-designed hospitality platform doesn’t just improve the guest experience – it empowers hotel teams by reducing their administrative workload. Mews streamlines daily operations, such as updating housekeeping statuses and processing maintenance requests, allowing staff to focus on what truly matters: the guests.
Your front of house staff don’t want to spend their time typing out card numbers or awkwardly attempting to split restaurant bills. Efficient tools like Mews Terminals and Mews POS also ensure smoother payment processes, helping hotels maintain exceptional service even during peak times.
6. Embrace Sustainability
Modern travelers are increasingly eco-conscious, and sustainable practices are now a key differentiator for hotels. Technology can help hoteliers track and reduce their environmental impact without adding complexity for staff. Solutions like BeCause enable transparent communication of sustainability efforts, building guest trust and satisfaction.
From minimizing waste to optimizing energy use, sustainable technology solutions contribute to greener operations while enhancing the guest experience. Most people prefer to work for an eco-conscious company, so it will also have a positive impact on staff happiness.
A Vision for Blended Hospitality
The future of hospitality lies in a harmonious blend of advanced technology with the timeless art of human connection. In other words, technology should amplify, not replace, the human touch, enabling hoteliers to deliver experiences that leave lasting impressions.
Want more expect insights into this critical topic? Join us for the Humanizing Hospitality: How to Keep Guests and Hotel Teams Happy webinar on January 21 st to learn more about creating a perfect synergy between machines and people in your property. The panel is made up of:
- Dina Belon, President of Staypineapple
- Leila Jiwnani, Director and Head of Hopsitality & Leisure Advisory at Deloitte
- Richard Valtr, Mews Founder
- Margitte Verkruijsse, Senior Director of Ownership and Management Groups at Mews
In addition to some of the talking points in this article, our expert panel will also explore topics like:
- Recruitment challenges and staff motivation
- How the meaning of ‘guest-centric’ varies between hotels
- The integration of advanced tech like facial recognition
- How to encourage guests to provide more data
- Moving away from hospitality at scale to something more authentic
