MIAMI—Doubtless, technology is changing the hotel scene—and it's not just concierges that are adapting to the growing technology trends. While concierges are using technology to strengthen relationships with customers, digital technologies and AirBnB, an online marketplace for people to list, discover and book accommodations are threatening to disrupt the hotel industry.
GlobeSt.com caught up with Amaury Piedra, general manager of Shelborne Wyndham Grand South Beach, to get this take on two more technology trends impacting the hotel market in part two of this exclusive interview. You can still read part one: How Technology is Changing the Hotel Scene.
GlobeSt.com: How is the rise of mobile and digital impacting your business strategy and design strategy, and also technology in the room?
Piedra: It's amazing how fast tech continues to evolve. Keeping up with sufficient bandwidth for multiple devices people utilize is always challenging.
From a strategy perspective, it's more important than ever to have a strong social media presence. The best thing is you have so many new ways of communicating and reaching out to your customers on digital and even hourly basis, allowing you to build strong relationships.
GlobeSt.com: How do you think services like AirBnB will disrupt the hotel industry?
Piedra: It's a fact that AirBnB and services like it have created new competition for hotels for a certain type of customer. This is why building relationships with your customer is key.
People still want the warm greeting upon arrival: the Concierge that knows their preferences and takes care of their needs, the signature on site restaurant and the ability to be served their favorite beverages by the pool or on the beach.
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