HN World Panel: The contactless guest journey is here to stay, or is it?
Created as a consequence of COVID-19, CONTACTLESS TECH is at the heart of the paradigm shift that most industries, especially those in Travel and Hospitality have had to lean on to ensure their survival and avert the spread of the virus. The Guest journey comprising numerous round and square pegs has had to be re-imagined and at the same time dynamically re-engineered to cope with the fluidity and complexity of requirements and compliance needs of the new now. Technology has inevitably had to undergo change constantly, and at lightning speed, and customer investments are sometimes forcibly made to enable this industry to ride the trend, and comply with safety and customer requirements as well as deal with staff scarcity and rising costs.
All of these have shrunk and recalibrated the guest experience to fit the palm-of-the-hand, with nearly all the once human-centric touchpoints, becoming touchless. Some may say this development has turned this once service-oriented business, into what many might consider soulless…
During this pandemic, face-to-face human contact has been one of the casualties of our existence. As we emerge and learn to co-exist with COVID, how will that impact the contactless journey going forward? Will we experience another change where contactless tech becomes hybrid - with a dash or more of humanity thrown into the mix?
About Nuvola Nuvola is an intuitive, cloud-based hotel optimization solution that enhances every aspect of a hotel's operating procedures. Created by hoteliers for hoteliers, Nuvola's solution focuses on guest services, housekeeping, maintenance, green initiatives, and guest engagement to keep staff in sync, provide accountability, and enhance the overall guest experience. Through Nuvola's in-house innovation team and integrations with third party systems, the company is constantly evolving and exceeding the needs of hoteliers in a dynamic hospitality industry. For mor visit https://www.mynuvola.com.
15 September 2021 — Created as a consequence of COVID-19, CONTACTLESS TECH is at the heart of the paradigm shift that most industries, especially those in Travel and Hospitality have had to lean on to ensure their survival and avert the spread of the virus. The Guest journey comprising numerous round and square pegs has had to be re-imagined and at the same time dynamically re-engineered to cope with the fluidity and complexity of requirements and compliance needs of the new now.
Terence Ronson is the Managing Director of Pertlink Limited. Now residing in Manila after almost two decades in
Hong Kong, Terence launched his diversified hospitality career as a chef, later holding various general
management positions with well-known hotels in the UK and Asia. In the mid-80s he developed his penchant for
technology, and in 2000 started Pertlink Ltd.
Following a degree in architecture from The Bartlett, University College London, Kathryn has worked in architectural practices in London, Dublin and Prague; created award winning advertising campaigns for brands including Volkswagen, Tropicana, Carlsberg and Lidl; and co-founded an online start-up that was featured in Vogue, Grazia, The Guardian, and The Sunday Times, as well as in both ‘New And Noteworthy’ and ‘What’s Hot’ in the App Store.
Juan Carlos Abello saw the need for a hospitality-focused solution such as Nuvola after working in the hotel industry
for more than a decade. His first-hand experience sparked the notion that there has to be a better and easier way for
staff to communicate with each other and with their guests. Abello began his career in the hotel industry shortly after
moving back to the U.
Miguel oversees the opening of all SBE portfolio hotels globally. With more than 30 years of hospitality industry experience, Miguel incorporates a refreshing and unique blend of expertise within his role at SBE, including ensuring that hotels open on budget, on time, and on brand. From hiring executive teams to executing hotel operations to coordinating initial sales, marketing and human resources efforts to liaising with brand teams to guarantee integrity, Miguel is fully integrated in the successful openings of hotels across regions.