The first GMs Conclave panel discussion at the 37th edition of Express Food & Hospitality Expo in Bengaluru threw light on the opportunities and shortcomings of harnessing technology in hospitality to improve guest experiences.
At the 37th edition of Express Food & Hospitality Expo in Bengaluru, general managers of leading hotels in Bengaluru threw light on the role of technology in hotel operations in India at large and Bengaluru market in particular at the first GM's Conclave panel discussion held on the sidelines of the expo.
The panel discussion was titled, 'How technology is enhancing the guest experience in hospitality'. The esteemed panelists were Amaan Kidwai, GM, ITC Gardenia; George Kuruvilla, GM, Radisson Blu Atria Bengaluru; Vinesh Gupta, GM, The Den Bangalore; Srijan Vadhera, GM, Conrad Bengaluru; Subhankar Bose, GM, Renaissance Bengaluru Race Course Hotel; Amit Kumar, GM, La Marvella - A Sarovar Premier Hotel, Bengaluru; Saravanan Dhanabalu, GM, Fortune Select JP Cosmos Bengaluru; Reuben Kataria, GM, JW Marriott Hotel Bengaluru; Varun Sharma, Director Operations, Clarks Exotica Convention Resort & Spa (a Preferred HotelGroup member) and Dev Mohanty, GM, The Zuri Whitefield, Bengaluru (a Preferred Hotel Group member).
Commenting on the evolution of hospitality technology from self check-ins to smartphone driven keyless entry, Gupta kickstarting the panel discussion said, “Experience for guests has become very technology centric now. Technology in Bengaluru is leaning more on the side of disruption. Self check in has become more of a passe. The guest now needs technology in hotels increasingly.”
Vadhera opined that technology will be an assisting driver, but the experience will always be driven by the human interface. “At Hilton, we have keyless check in and you can also select the room you want to stay in. Artificial Intelligence is also going to enhance the experience. We at Hilton believe that technology will assist but human to human interaction will always ensure that hospitality is still alive. Technology is there but it is to assist the experience driven by the human touch,” added Vadhera.
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