HMH CEO focuses on innovative hotel technology

Laurent A Voivenel, CEO of HMH – Hospitality Management Holdings recently shared a number of key industry insights at the 18^th Hotel Technology Summit in Dubai.

Adoption of latest technology has been a strategic focus for HMH – Hospitality Management Holdings. Laurent said: “Let’s first agree on the fact that Gen Y are ‘Not’ tech-savvy. Rather, they are tech-dependent and, therefore, cannot live without technology. They are looking for instant gratification and convenience at touch of a button. They demand efficiency and speed at every step be it the booking process or actual stay at the hotel. Basic to any operation today is high-speed connectivity and digital engagement.”

One of the new technologies currently is the ability to use geo location services. According to Laurent, “While it is a great technology, the issue is guests want to feel catered to, not stalked around and up until now beacons appears to give the latter impression. That is why we have to tread this path carefully. It can be used as a concierge on the phone whereby if you pass the spa, it alerts you of the special offer or if you pass by the restaurant – notifies you about complimentary dessert. When used right, it is a great way to engage with customers and further personalize their experience.”

Talking about intuitive technology, Laurent further added: “Intuitive technology basically means taking advantage of innovations in technology and implementing solutions that allow to anticipate and serve needs of a guest. The possibilities with intuitive technology keep getting wider. “

When it comes to technology, like everything else, the key is to know what is it that your guests desire and expect? There is no point to load them with add-ons that complicate rather than simplify. Technology must complement the service and enhance the guest experience. It should not totally replace the human touch.