Digitally Augmented Hospitality Experience in relation with servant leadership philosophy
Digitally
AugmentedHospitality
Experiencein relation with servant leadership
philosophy
Servant leardership philosophy
• Do those served grow as persons? • Do they, while being served, become • healthier• wiser• freer• more autonomous• more likely themselves to become servants?
Robert Greenleaf
experience
• a particular instance of personally encountering or undergoing something
• the totality of the cognitions given by perception; all that is perceived, understood, and remembered.
• http://dictionary.reference.com/browse/experience
customer service expectations
Service & digital devices harmony
serving the customers’ time
enlightning the experience
• Flash answers• Real travel-secretary services• Information• Simplicity• No noise you don’t want to hear
Social media & mobile
are relationship
tools
Technics run fast
But it will never beat the multiplicity of customer expectations
digital differentiation
What do you want your customers to control?
• Safety of their children• Access to their room, lights, TV• To products and services, before, while and
after their stay• Fun games• Their own community
Control4
Tagwhat
St Regis Vancouver
Trump Hotel Las Vegas
What impresses me the most about augmented reality
• The potentialInformationCollective intelligence• The creativityFlexible toolsPerfectly adapted to hotel services
AR has to be the future of social networking
Travelling is about
• Discoveries• Expectations• Sensations• Being away from home
ImagineWhen you won’t need the use of a mobile anymore