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Exploring Smart Technologies for Customized Guest Experiences: A Case Study From the Hospitality Sector
Author(s): Sofia Rodrigues Matias (ISCTE, University Institute of Lisbon, Portugal), Vasco Rosado da Silva (ISCTE, University Institute of Lisbon, Portugal)and Beatriz de Marques Castro (ISCTE, University Institute of Lisbon, Portugal)
Copyright: 2024
Pages: 16
EISBN13: 9798369374979
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Abstract
As the hospitality industry continues to evolve in response to changing consumer expectations and market dynamics, the integration of smart technologies emerges as a strategic imperative for businesses to remain competitive and deliver exceptional guest experiences. This case study aims to analyze the integration of smart technologies to enhance personalized guest experiences within the hospitality sector and analyze its impact on customer experience and customer satisfaction. With a focus on a real-world example from the Hotel Lugano Dante, situated in the vibrant city center of Lugano, Switzerland, the study examines the implementation and impact of the Happy Guest Relationship Management (HGRM) system. To achieve the objective presented, the case study will employ secondary data, through research papers and an analysis of some TripAdvisor reviews of the Lugano Dante Hotel in Switzerland, the study reveals the profound impact of the HGRM system on guest satisfaction, operational efficiency, and the cultivation of long-lasting guest relationships.
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