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Technology and the Guest Experience, Views from Five Luxury Hoteliers

With the explosion of customer service technology available to hotels, as well as a heightened understanding of how data and technology can impact our lives, there is an ever greater need for dialogue and understanding around how various innovations can help or hinder the guest experience.

With respect to their industry's long-standing traditions of hospitality, five forward-thinking hoteliers offer their views.

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Inside the ebook

Full interviews with:

  • Ian Wilson, Senior Vice President of Non-Gaming Operations, Marina Bay Sands
  • Ana Brant, Director, Global Guest Experience & Innovation, Dorchester Collection
  • Radha Arora, President, Rosewood Hotels & Resorts
  • Christian Clerc, President, Worldwide Hotel Operations, Four Seasons Hotels and Resorts
  • Laurent Delporte, Luxury hotel expert, Delporte Hospitality. www.luxury-hotel-expert.com

With a foreword by Filip Boyen, CEO, Forbes Travel Guide.

With the explosion of customer service technology available to hotels, as well as a heightened understanding of how data and technology can impact our lives, there is an ever greater need for dialogue and understanding around how various innovations can help or hinder the guest experience. With respect to their industry's long-standing traditions of hospitality, five forward-thinking hoteliers offer their views.

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Ana Brant, Dorchester Collection

"I believe that luxury should be ahead of the curve when it comes to using technology that will get us closer to our customers."

Christian Clerc, Four Seasons Hotels and Resorts

"Nothing is ever one-size fits all—the hospitality industry has evolved from high touch, but relatively low tech, to high touch supported by high tech."

Laurent Delporte, Delporte Hospitality

"The aim of the hotel is to use instant information because to learn two days after that your customer was not happy, is too late."

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