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Preserving Hospitality’s Human Touch in a Tech-Driven World

As a child, I have vivid memories of family holidays that were steeped in the warmth of human connection. The genuine smiles and hearty greetings from hotel staff as we arrived, the friendly conversations with servers over meals, and the personal touches that made each stay feel like a home away from home. These were the moments that defined true hospitality for me – moments that sparked my passion for this industry and set me on a lifelong journey. Fast forward to today, and the hospitality landscape has undergone a shift, disrupted by a tidal wave of technological innovation. From automated check-in kiosks and mobile room keys to AI-powered chatbots and personalisation algorithms, technology has permeated every aspect of the guest experience, ushering in an era of unprecedented efficiency, data-driven insights, and convenience.

June 24, 2024