In this article in Hotel Owner, Peter Hancock, chief executive of Pride of Britain Hotels, discusses whether hoteliers should consider investing in expensive technology, in light of return on investment, including property management systems, described as a vital marketing tool integrating with booking channels; tablets used to control lights, TV and heating; high-tech shower controls that might confuse guests; mobile phones and the part they play in delivering a better experience for customers; all versus human engagement, charm and courtesy offered by professional individuals.

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