Finding Balance to Maximize Revenue: Human Touch and Technology, How Both are Needed to Offer Value

 

Technology has changed every facet of our business. We often discuss revenue maximization, room type utilization, and digital marketing capitalization. Now that we have incredible analytic tools, processing data that used to take hours is often only a few clicks away. 

While many of these advances are remarkable, in the competitive luxury market, we are at a different type of crossroads. We are asking ourselves, "What is the value and cost of human capital?" and "Do the guests of the future want STR options only or will there still be a need for full-service hotels?" Kate Buhler recently wrote a book that explores the changes to the industry she grew up in, Inhospitable: Lessons Learned from a Lifetime in Service.  For the past twenty years, she has been traveling the world, training and consulting with many of the world's most prestigious properties and witnessing first-hand how different cultures are handling that delicate balance of service and technology. She would like to share her observations with you, and hear what you are experiencing too. 

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