6 Key Moments to Get Right - Service

Mobile-first interactions between customers and companies in non-hospitality market sectors have reshaped today’s consumer expectations, creating an ‘always on’ mentality.
Hospitality service systems should mirror these mobile-first experiences, allowing guests and staff to communicate in real time via text message or chat.
It’s both practical and convenient, as it enables staff to respond directly and quickly to guest needs, which elevates service and makes travelers feel valued.