How human is human capital management technology?

Every new innovation in front-of-the-house technology seems to be greeted with the fear that it will take the human element out of guest service, seen by many as the last true differentiator in our commoditized industry, writes Bernard Ellis of Infor.

Enhancing the Guest Experience through Employee Retention

While many industries are notorious for employee turnover, it is particularly painful for hospitality, where guest service is such a crucial part of the product. How painful? According to the Bureau of Labor Statistics (BLS), the hospitality and leisure industry had the second largest number of employees voluntarily quit their jobs in 2014, with more than 6,000 people choosing to leave their current position.

Extending the Value of CRM Investment

According to Gartner, the customer relationship management (CRM) market is projected to increase to $36.5 billion by 2017. Businesses across all industries are looking to improve customer interactions through technology, but this is particularly critical for hoteliers who are losing ownership of customer relationships to online travel agencies (OTAs) that are outspending them on CRM technology and marketing.

Upping the Ante: The Evolution of Hospitality Technology In 2015

2014 has been a big year for the hospitality industry as a whole. Business is improving, and many hoteliers are seeing larger Revenue per Available Room (RevPAR) gains than they have in several years.

Turning Big Data into Actionable Data

In a Gartner survey on CIO technology priorities conducted last year, 55 percent of CIOs cited big data and analytics as the technologies they thought were most likely to be disruptive.(1) This trend has continued into 2014 and many businesses, including gaming companies, are looking to information as the next frontier for competitive differentiation.

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