Tools and technology aside, we
believe no platform is more
powerful than our people. We listen
deeply when we have face-to-face
conversations, exchange emails with a
guest, or talk to them on the phone.
Every guest-facing moment is an
opportunity to discover what makes
them tick and use those nuggets of
personal information to make their
stay even more meaningful. It’s not a
calculated process and it’s not taught
with a field manual. We empower our
employees to lead with their intuition
and there are countless stories of
surprising and delighting our guests
based on those heartfelt, personal
interactions.
HAVE YOU PUT ANY NEW
TECHNOLOGY IN PLACE THAT
YOUR GUESTS ARE EXCITED
ABOUT?
Our texting program,
powered by Kipsu,
has absolutely taken
off. As with all of our
customer service
and social media
channels, we focus
on engagement –
behind Kipsu are real
employees interacting
with guests. Guests
are using Kipsu as
more than just a
Q&A vehicle, but also
as a channel to share
their stories with us
directly, allowing us
to create a richer
guest experience.
At the end of the
day, we take a very
thoughtful approach
to the technology
that we introduce on
property. Heartfelt
hospitality is really
delivered by our
teams on the
ground. There are
emotional, human
touchpoints that
can’t be automated or
programmed so we’ll
always approach new
tools and technology
with a lens of how
it’ll enhance that
personal touch rather
than replace it. While
much of the industry
is going high-tech, we
are still very focused
on high-touch.
ILHA 81