One of the greatest challenges for the modern hotelier is balancing hotel technology with the human touch. After all, technology can streamline guest experiences, removing friction and pain points, but it’s remarkable people that make hospitality special. 

But great technology empowers people – not just guests but hoteliers. And it has the power to make guest experiences more human, not less. We also explored this topic in a recent article coauthored with Deloitte. 

It’s such an important topic, that we’re also diving into even more detail in a webinar, also in collaboration with Deloitte, called Humanizing Hospitality: How to Keep Guests and Hotel Teams Happy. Sign up here, and then read on. 

Table of contents

6 ways that hotel technology creates human experiences 

Our vision of hospitality is one where staff can focus on creating meaningful moments with guests, rather than getting bogged down by screens and administrative tasks. This philosophy lies at the heart of our commitment to a seamless, almost invisible, hospitality platform that supports both operational efficiency and genuine human connection.

Here are some of the ways in which hoteliers can embrace technology to offer remarkable, human experiences. 

  1. Put guests first

Remarkable hospitality has always been about people. That’s why Mews prioritizes solutions that keep technology in the background, freeing up hotel staff to do what they do best: engage with guests.  

Imagine a world where check-ins, room service requests and administrative tasks are handled with minimal screen time, enabling staff to engage more naturally with guests. We call this user disengagement – technology designed to operate efficiently while creating space for human interactions. 

  1. Get personal

Automation can handle repetitive, time-consuming tasks like check-ins, check-outs and payments, which not only eases the workload but also allows staff to be more present for guests. For example, Mews Kiosk reduces front-desk congestion by enabling self-service check-ins and check-outs. Automation frees up valuable time, allowing staff to interact with guests without the distractions of constant administrative duties. 

Additionally, automated tools can capture guest preferences, past behaviors and feedback, providing staff with insights based on personalized recommendations to enhance each guest’s stay. By anticipating needs and offering proactive solutions, hotels create experiences that feel attentive and thoughtful, fostering genuine guest loyalty. 

  1. Craft unique stays

Data is key to expertly tailored stays. A connected property management system (PMS) like Mews, integrated with a customer relationship management tool (CRM), allows hoteliers to tailor each guest’s experience.  

Mews for Salesforce creates a seamless link between guest data and marketing, allowing hoteliers to deliver personalized offers and experiences based on a guest’s previous interactions. Whether it’s adjusting room settings, personalizing in-room dining options, or suggesting experiences, Mews ensures that every guest feels known and valued.  

Hotels can also leverage guest feedback from platforms like TrustYou, and use AI-driven tools to analyze this data and make targeted improvements. Guests appreciate it when their feedback leads to noticeable changes, and such improvements are key to maintaining guest loyalty. 

  1. Use smart chatbots

Advances in AI enable hotels to streamline communication without sacrificing warmth and personalization. For instance, chatbots can handle common guest questions, providing instant responses and round-the-clock support. Some can even be programmed to respond to match your brand voice, ensuring that even automated interactions feel warm and welcoming. 

Hotels like Hotel Oderberger have implemented chatbots that address guest needs while maintaining a human touch. By automating routine inquiries, staff can spend more time interacting with guests on a personal level, ensuring that each interaction feels genuine and attentive. 

  1. Focus on what matters

With the right technology, hotels empower their staff to be more than just administrators. Mews is designed to streamline daily operations, from housekeeping updates to maintenance requests, so staff can devote more time to guest interactions rather than manual tasks. 

Imagine a team that can seamlessly manage room statuses, adjust bookings or complete check-ins with just a few taps, all while maintaining eye contact and engaging with guests in a meaningful way. That’s the reality with Mews. 

Mews hoteliers have seen remarkable time savings and improved payment success rates with tools like Mews Terminals. This operational efficiency means that hotels can maintain high-quality service standards even during busy times, ensuring every guest enjoys a seamless and pleasant experience. 

  1. Become more sustainable

Sustainability is now a priority for guests and hoteliers. Mews supports efficient data collection and reporting, helping hotels measure and reduce their environmental impact without additional manual input from staff. Technology solutions like BeCause allow hotels to coordinate and communicate sustainability efforts transparently, strengthening guest trust and loyalty. 

By reducing energy consumption, minimizing waste, and implementing eco-friendly practices, hotels can provide more sustainable experiences without compromising guest comfort. And as the demand for eco-conscious stays grows, hotels that adopt sustainable technology will not only be meeting guest expectations but also contributing positively to the environment. 

Get more hotel sustainability tips in The Green Hotel of the Future. 

A blended future 

The future of hospitality lies in seamlessly blending technology with human-centric service. At Mews, we’re committed to creating an environment where technology amplifies – not replaces – the human touch. Ultimately, our goal is to help hoteliers build guest experiences that resonate, creating lasting memories and strong brand loyalty.  

If you’d like to know more about how we make this happen and how your property can benefit, join our Humanizing Hospitality: How to Keep Guests and Hotel Teams Happy webinar.
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Tom Brown

When Tom isn't creating outstanding marketing content for Mews, he writes fiction for himself. Either way, he only uses the best words.