Writings on the Business of Hospitality

As the travel industry continues to grow more competitive hoteliers are constantly trying to find ways to separate themselves from their competitors. This roundtable discussion among partners and senior partners of the Center for Hospitality Research offers ideas on service innovation.

“Regardless of how the innovation is implemented, it must be embraced by staff and management, and guests must see the changes as valuable.” When innovations are meant to cut costs, for instance, both employees and guests may need an explanation of the innovation. One example that roundtable participants cited is the addition of self-service kiosks in some hotel lobbies. Employees regarded these with suspicion and guests were slow to adopt kiosks in some cases. Several participants suggested that the moral of that experience (and of other technological innovations) is that technology needs to be balanced with personal service innovations.

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