In this episode, Michael, Joel and Stephen discuss the significant lag in technological advancements within the hospitality industry, particularly in back-office systems and data processing. Despite recent efforts made due to the pandemic to digitize front-of-house operations, the conversation highlights the need to improve operational aspects to enhance customer experiences. Issues such as repetitive WiFi logins and inefficient payment processes are mentioned. The discussion also emphasizes the importance of personalization and exceptional service in fostering customer loyalty, backed by personal anecdotes. The episode concludes with a call for the industry to focus on serving people more effectively.
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