In 2017 being inundated with technology is a real concern for hoteliers wanting to create a boutique experience for their patrons. Learning how to find the balance between automation and personalization is a must for modern brands!

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Boutique Weekly by BLLA
November 1, 2017
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Embracing new technologies is crucial to meeting the expectations of today’s consumer. From mobile solutions to virtual reality marketing programs, it is important to understand what these technological innovations can do for a business, whether it’s a hotel, a restaurant, a bar, retail boutique. Cam Urban (ROXY), Oleg Kaganovich (WYNDOW), Carrie Ell (VOYAT) and Ellis Connolly (RAINMAKER GROUP) presented the Boutique Tech Update to a packed room at the Stay Boutique Leadership Conference (Los Angeles, October 3rd, 2017)

Embracing new technologies is crucial to meeting the expectations of today’s consumer. From mobile solutions to virtual reality marketing programs, it is important to understand what these technological innovations can do for a business, whether it’s a hotel, a restaurant, a bar, retail boutique.

Cam Urban (ROXY), Oleg Kaganovich (WYNDOW), Carrie Ell (VOYAT) and Ellis Connolly (RAINMAKER GROUP) presented the Boutique Tech Update to a packed room at the Stay Boutique Leadership Conference (Los Angeles, October 3rd, 2017)

This Week's BLLA Commentary

Hotel Tech – How to Facilitate, Not Hinder a Lifestyle Experience

“Think about the last time you booked a hotel room, shopped online for a gift, or found yourself with a few hours to kill and no idea how to spend them. It’s become instinctual to 'Google it,' but that’s no longer sufficient, as search engines can regurgitate billions of context-free results. That’s how we end up with data overload and the paradox of choice. And as travelers, we now expect to be given what we need, when we need it, in real-time,” says Oleg Kaganovich, Founder and CEO of Wyndow.


It's 2017 and automation is the status quo. At your standard luxury and boutique properties, you can order room service, request fresh towels or even book a taxi with the push of a single button. Where you’d once find a leather bound binder filled with menus, local attractions and spa hours, you now find an iPad with arguably the same information, yet packaged in a way designed to minimize the amount human labor required to accommodate a guests request.

On the surface, reduction of labor is great for bottom lines. Freeing your employees from mundane tasks like redirecting patron requests allows them to spend their time doing more fruitful activities. However, overly automating your property may detract from the full service ethos that make luxury and boutique properties what they are.

Apps like WYNDOW strike a balance by taking all the best parts of the hotel tech market and backing it with knowledge you can only gain through extended proximity to the property in question (i.e. being a resident).

Personalization is a quintessential requirement of calling yourself full service. Replacing everything you can with an app or machine may benefit employee productivity in the short run, but might hurt a hotel’s booking by taking away from the spirit of “full service”. Surely finding the equilibrium in the dichotomy will see the success of more and more boutique and luxury hotels. #stayboutique

Frances Kiradjian

Frances Kiradjian

Founder & Chair, BLLA

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This Week's Resources

 Hotels make food-and-beverage hires
 Hospitality veteran Andres Rizo has joined Hotel Emma, a 146-room boutique luxury hotel in San Antonio, as the new culinary concierge. Rizo comes to Hotel Emma with ample experience in the food and beverage industry.
  https://www.hotelmanagement.net/food-beverage/hotels-ma...

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Boutique Weekly by BLLA
November 1, 2017
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