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ACTIVITY 2
JOYLYN PONTEJO/ BSTM 3101

HOW HAS DIGITALIZATION IMPACTED THE SERVICE

ENCOUNTERS IN THE HOSPITALITY INDUSTRY?

Digitalization has revolutionized provider encounters in the hospitality enterprise in numerous methods.
One big impact is the multiplied convenience and performance for both visitors and resort staff. Online
reserving systems and cell take a look at-in options have streamlined the reservation system, reducing
wait times and enhancing consumer delight. Guests can now get right of entry to facts approximately
resort facilities, room options, and local sights without difficulty through websites and apps, permitting
them to make extra informed decisions.Moreover, digitalization has enabled customized stories for
visitors. Hotels can gather information on visitor preferences and behaviors to tailor their offerings
hence. From personalized room settings to targeted advertising offers, virtual era allows resorts to
create precise reports that cater to man or woman wishes and choices. This personalization not simplest
complements visitor satisfaction but also fosters client loyalty and repeat business. Overall,
digitalization has converted provider encounters inside the hospitality industry by using making
interactions more seamless, custom designed, and green.

WHAT ARE SOME KEY STRATEGIES ADOPTED BY MAJOR HOTEL GROUPS LIKE
MARRIOTT, STARWOOD, HILTON, AND ACCOR TO ENHANCE CUSTOMER AUTONOMY
THROUGH DIGITALIZATION?

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The Major lodge groups like Marriott, Starwood, Hilton, and Accor have carried
out various strategies to decorate purchaser autonomy through digitalization.
One key method is the development of cellular apps that allow visitors to check-
in and take a look at-out digitally, choose their room alternatives, and even use
their phone as a room key. This now not best streamlines the test-in system
however additionally offers visitors more control over their stay. Another
approach is the usage of virtual concierge services, where guests can get right of
entry to information about the resort facilities, close by points of interest, and
make bookings for services or sports through their mobile gadgets. This
empowers guests to tailor their enjoy according to their choices and schedule,
enhancing their ordinary delight. additionally, those hotel groups have invested
in personalized verbal exchange with guests thru virtual channels along with
email, messaging apps, and social media. By collecting records on guest choices
and conduct, they are able to offer customized guidelines, promotions, and
services, allowing visitors to experience greater in control of their enjoy and
fostering loyalty to the logo. These techniques not best enhance purchaser
autonomy however also enhance operational performance and visitor pleasure in
the digital age.

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HOW DO CUSTOMERS RESPOND TO
THE INCREASING EXPECTATIONS
OF SELF-PRODUCTION IN THE
HOTEL INDUSTRY?
Customers within the hotel industry are responding in numerous methods to the
increasing expectations of self-manufacturing. With the upward thrust of generation
and the preference for extra customized reports, many visitors appreciate the
benefit and manipulate that self-manufacturing gives. This includes self-check-in
kiosks, cell room keys, and in-room tablets for ordering offerings. These equipment
empower guests to customize their live in line with their choices and agenda,
leading to better delight tiers. However, a few customers can also discover the self-
production trend overwhelming or impersonal. They might decide on conventional
face-to-face interactions with inn body of workers for a extra personalize contact.
To cope with this, hotels can provide a stability by using presenting a aggregate of
self-carrier alternatives and human interplay. This hybrid technique ensures that
every one visitors' desires and options are met, catering to both tech-savvy
individuals and those searching for a extra conventional hospitality revel in. Overall,
the key for accommodations in handling the growing expectations of self-
manufacturing is to offer a continuing and flexible enjoy that caters to the
numerous possibilities of their guests. By information and adapting to those
converting customer possibilities, accommodations can beautify guest satisfaction
and loyalty in an more and more competitive industry.