4 CALIFORNIA LODGING NEWS www.calodging.com COVER STORY SATISFACTION HeartOF HOW HUMAN TOUCH DRIVES EXCEPTIONAL EXPERIENCES THE GUEST he heart of guest satisfaction in the hospitality industry lies in its people. While technology has transformed many aspects of the guest experience—from digital check-ins to automated concierge services—it is the human touch that truly elevates service. In short, “You cannot out-tech the competition,” said Doug Kennedy, President of Kennedy Training Network. “Technology will continue to take over the most basic, rudimentary guest interactions, but the fewer interactions we have with our guests, the more important each one becomes.” Because employees are the central driving force behind exceptional experiences, it’s paramount that they are equipped with the training and spirit of hospitality to navigate guest engagement. T Continues
RkJQdWJsaXNoZXIy Nzc3ODM=