It is an amazing journey watching the transitions and evolution of travel and hospitality since the Internet began. I began with teaching travel agents to use their GDS for air, hotel and car reservations.
Today, I am advising and managing companies that give hoteliers solutions that provide direct personalized text guest engagement and digitally controlled guest rooms to save energy costs and so much more, along with monitoring individual guest trends and preferences so the hotels and airlines can provide a more personalized service and targeted promotions.
I know the evolving tech solutions will continue with some succeeding and some failing, but that is what makes travel and hospitality businesses so exciting.
Will AI replace direct customer and guest engagement? I don't think so, but it will help build relations when used correctly.
