Hospitality Is and Will Remain a Heartfelt Industry
November 14, 2017 6:41am
by Georges Panayotis
In Ancient Greece, intelligence, known as noús was originally the organ that was used to mobilize our capacity to escape from a dangerous situation by elaborating a strategy and plan of action. This is precisely what artificial intelligence will have to do to help us take on the massive changes that are currently underway in our society. Our accommodations are becoming more ecological, more economical, more entertaining, friendlier and more competitive.
We are now faced with an infinite set of possibilities. The range of our products will be constantly redefined by the predictive model, which will enable us to anticipate and fulfil almost all of our customers' wishes. Hotel performance will also depend on brand strength and customer experience. This customer, who is increasingly present and whose requirements and needs are multiplying. This same client, now has a major influence on the e-reputation of our accommodations and expects an unforgettable experience: the memory that we offer him must mark his heart and mind.
In order to cope with these inevitable developments, it will be necessary to reinvest in human resources and transform the organisational structures and missions, but also rethink reception and provide services. In short, constantly redefining service, which is nothing more than the interaction between clients, staff and physical support.
By putting people back at the heart of the company, by valuing its missions, skills, motivations, know-how and enthusiasm we will progress in providing the service. So far we have invested in training our employees' brains, in learning, in execution, in transmission, in management. Their hearts must now also be educated and we must help them develop their humanity.
At the headquarters of our companies, we need great strategists, but also great managers to make decisions on a daily basis, because in our business, one cannot do without the other. The right balance between operational staff, knowledge and power is the key to the success of our business. It is also in these areas that the desired and announced breakthrough must be achieved.
There is one thing that artificial intelligence will probably never be able to match. The Greeks called it phantasia: our exceptional ability to dream, imagine, enjoy, improvise, to take an opposing position... in short, to create the conditions for progress. By combining human intelligence and artificial intelligence, we will enable our industry to enrich its soul, avoid the disasters that await us and return to prosperity. It is this right balance between intelligence, noùs and phantasia that will determine our ability to make dreams come true.
Tags: georges panayotis,
Georges Panayotis is the President & Founder of MKG Group & Hospitality ON.
Born into a family of hoteliers, Georges Panayotis left Greece at the age of 18 to study Political Science and earn a management degree at the University of Paris, Dauphine.
In 1986 he created his own company and started developing specialised marketing tools for the hotel industry.
Over the past 30 years, MKG Conseil, later to become MKG Group, became the leading European consulting firm for the hotel business, food service and tourism industries. He is also a consultant for several radio and television stations that focus on the economy.
Contact: Georges Panayotis
New Study Finds Hoteliers Fear Robot-Run Future Yet Believe AI is Key to Guest Personalization
Unlearning to Learn Also Means Inventing
Rights Need a Helping Hand
How is the Hotel Industry Using AI to Provide an Awesome User Experience?
Innovation in Hospitality: Change is Good
Hotel Tech in 2018: Tools and Technologies to Remove Friction and Deliver Value
Renovate to Innovate
Lodging Interactive Integrates IBM Watson Supercomputer to Offer Social Media A.I. for Hospitality Industry
Pulling on the Grass Won't Make It Grow...
L'Envie D'Avoir Envie, or the Desire to Desire: The Johnny Syndrome
Trip Advisor: The Fox Who Believed Himself Judge
When Everything Is Worthwhile, Nothing Is...
5 Ways AI Is Transforming Hotel Marketing
Hotel Industry Pillars: You Sleep, You Dine
Sabre Launches First AI-Powered Business Intelligence Solutions for the Hospitality Industry
Supply and Demand Policy: The Destination Alone will Decide
Fracture, Rupture, Humanity – The Image of Hospitality
Can We Control Our Own Fate? Hospitality Education and Corporations Will Have to Change Significantly
All Forces That Do Not Respect the Law Become Tyrannical
Tourism Businesses Need to Get On Board the Voice Search Revolution
Please login or register to post a comment.