What Metanous can learn from the hotel business
🌏✈️ What Summer travels taught Boris Rogge: "Digital solutions are key, but it's the service through those tools that truly transforms convenience into an exceptional experience".
During the summer, my family and I were fortunate enough to go on a trip to Malaysia, Singapore, and Indonesia.
Throughout our journey, which lasted almost four weeks, we stayed in 12 different places, including guest houses and hotels. These accommodations varied in terms of quality and size, ranging from budget options to more luxurious ones. Some were managed by locals, while others were part of well-known hotel chains. We found places with just a few rooms and others with hundreds of rooms. They were situated in diverse settings, like jungles, cities, and near popular beaches.
Most of these places tried to incorporate digital solutions in their interactions with guests. This ranged from letting us book rooms through their websites to using our phones to unlock our hotel room doors, and even providing services through platforms like WhatsApp.
While some of these digital conveniences were more helpful than others, what we noticed is that they only truly added value when there was a personal touch involved. Regardless of how convenient the technology was, if it was ‘only digital’, it felt more like an nuisance than a service.
Our firsthand experience showed us that the level of service wasn't determined by the size or location of the accommodation. Some small hotels excelled at providing excellent service through digital means, while certain large international chains struggled to strike the right balance. On the other hand, there were also big hotels that successfully combined digital solutions with exceptional service, while some smaller hotels failed to do so.
Based on what I observed during my summer travels, I'm now even more convinced that the digital tools we create need to be top-notch, but it's the quality of service we deliver through them that truly sets us apart. Seeing the impact that a well-executed digital service can have, I'm committed to ensuring that the companies I'm involved with prioritize this aspect and provide our customers with the best service possible.