14 CALIFORNIA LODGING NEWS www.calodging.com TECHNOLOGY Across the country, hotels are turning to smart technology to help streamline their operations and— they hope—enhance the guest experience. From mobile check-ins that let guests bypass lines at the front desk to smart room controls that guests can adjust from their phones, technology offers a lot of potential to save properties money and save time for guests. Yet as hotels embrace these new technologies, they present a potential downside: They also can create a disconnection between guests and staff that is an essential part of the guest experience. Replacing the traditional check-in process with an impersonal kiosk screen, for example, eliminates that first inperson contact that can set the tone for the entire visit. It’s a real challenge to strike the right balance between making good use of technology and providing the personalized experience that is key to building and maintaining LEVERAGING TECHNOLOGY to Enhance Guest Experience
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