Make it Authentic
David Taylor, senior director of customer experience and innovation at Publicis Sapient in Washington, said the core of the hospitality industry is helping the guest and building a personal connection.
“The core notion of hospitality is built around an authentic interaction and conversation between a travel brand and its guest,” Taylor said. “As we enter 2020, digital is enabling travel brands to interact in ways that have never been done before. What sets great brands apart is bringing the core notion of authenticity and hospitality to each interaction along their travel journey.”
The Ritz-Carlton Hotel Company has attracted attention for localizing their properties. Gone are the days of one-size-fits-all, standardized hotels. Nowadays, hotels draw culinary, architectural and cultural inspiration from the surrounding city to create authentic guest experiences. Ritz-Carlton’s emphasis on authenticity has been recognized, celebrated and emulated by others in the travel and hospitality industry.