Hospitality Know-How: The Key to Online Positioning

In any field of activity, and hotels are no exception, achieving leadership depends on knowing how to do things: mastering the theory and techniques needed to achieve the desired objectives. Sometimes our objectives as a company do not involve jumping on the bandwagon of trends that may prove short-lived. In such cases, what matters most is understanding the trend and what it may entail in terms of achieving our results. One day, a colleague said to me:

Should I look for a technological tool, or would a more personal approach to managing the guest be more useful? Likewise, we must understand that the Internet is not merely the adoption of a new environment, but the adoption of a new concept of tourism, a new approach to guest relations. Can we ensure a change in mindset before implementing a new tool?

The Internet is not a magic door that tourism providers must pass through in order to ensure the survival of their business. Returning to what my colleague was saying:

We must also ask ourselves whether I need not just one tool, but any tool at all. If we already know our needs, what is the best way to meet them? Should I look for a technological tool, or would a more personal approach to managing the guest be more useful?

And that is precisely the mistake: justifying a phenomenon through the implementation of technological tools, while overlooking the philosophy and the know-how. Turning to the technological side of a trend is not only a mistake; it is merely a symptom of a partial view of the phenomenon, largely due to the lack of such know-how and the experience required to provide useful, tailored solutions. Tools? Very probably, but only when they are properly justified and in expert hands