“…By providing employees with the right tools, hotels can meet these needs while gaining customer loyalty. ‘By empowering employees with the right productivity and collaborative tools and using technology to collect, 
 access and optimise data about individuals, hotels can not only strengthen their business model, but also provide an enhanced guest experience,’ concludes Jones…”
From the moment a guest enquires about a hotel, to the moment they leave the property, staff strive to offer patrons a seamless experience that differentiates their brand and fosters loyalty. In the past, this experience arose from the hotel’s ability to provide efficient and personalised interactions between guests and its staff.
But in today’s world, where mobile and online applications are increasingly replacing traditional face-to-face interactions, is it really possible for hospitality organisations to deliver a compelling personalised service?
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