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we should always be seeking if there is a better way to deliver an outstanding product to guests and owners . If they find a way to do something better , faster or cheaper , there is a lesson in there for us to observe and decide if that solution came at a cost of something we are unwilling to sacrifice or if it makes for a better overall product .”
One misconception is that traditional operators aren ’ t hip to new technology . They are and it ’ s often dictated by the brand . “ Technology is a terrific aid to making certain parts of the experience faster and more
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efficient ,” Danziger said . Still , Danziger , and others of his opinion , are loyal believers of the human element not being removed from the equation in favor of a smartphone or tablet .
Consider Graduate Hotels , which was recently acquired by Hilton , and maintains a portfolio of hotels positioned in college markets , where creating a collegiate atmosphere comes through in design and fellowship . Kevin Osterhaus , president of Graduate Hotels , understands the impact of the AI revolution , but said it should only complement an already earthly approach to
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hospitality , which he said is about personalization and the human experience . “ Everyone is obsessed with AI and while we believe that this will revolutionize how we use data to improve the guest experience , Graduate Hotels will continue to take an analog approach with our service and design through storytelling ,” he said . “ We look for straightforward technology applications to better meet guest needs in the most seamless ways possible ,” alluding to digital services , such as text communication , digital F & B ordering and personalized content streaming . “ It ’ s our |
responsibility to constantly evaluate and refine our offerings as consumer behaviors and needs evolve , without sacrificing the fundamentals of hospitality ,” he added .
Whether a hotel owner chooses to go with a company like Kasa or a traditional manager like Aimbridge is a product of asset type , necessity and comfort . “ Having the right manager is a key value driver for an owner ,” Danziger said . The future of management will be same as its past : deliver a great hospitality experience to guests and manage a profitable business on behalf of owners .”
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May / June 2024 hotelsmag . com 43 |