This blog article discusses that while traditional practices of communication continue to change with technology, the core of the hospitality business is still the importance of the guest experience.

Points referenced include adapting to a technology-first approach; the rise of millennials, who are expected to make up 75% of hotel guests by 2020; guest contacts through text messaging platforms; better broadband leading to a BYOD (bring your own device) culture; guest location tracking via GPS; always-on, mobile engagement; cloud-based systems reducing the burden and cost of additional IT resources.

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