I had never heard the title Guest Technology Manager before Maximum Occupancy in Sydney recently, and I thought that in that role Grant Ironside was a “guest” in the sense that he was a guest and not staying with Accor, rather like a consultant!
How wrong was I, with what his title really means is that he is responsible for the technology that Accor provides to its guests and from what Grant told me, that sounds to me like pretty smart and very up to date.
Grant says that leveraging current and near future technology will shape the way a guest experiences Accor’s hotels, with while a great experience still king, service delivery channels are shifting.
He questioned whether with the current trend to digitise, automate and app-drive all guest interactions, were guests losing the experience, so how do hotels and
Accor in particular, deliver great service, gain feedback and keep guests returning if the hotel hardly speaks with them?
With the use of technology driving two major shifts in the guest experience, this allows guests to choose the level of interaction they experience throughout the entire journey and at the same time it gives hotels a much deeper insight into the guest’s behaviour and enables hotels to deliver to guest what they want.
I took the opportunity at the end of a superb Maximum Occupancy conference to have a chat with Grant and to hear what he had to tell me about his role and Accor’s approach to technology, please click on the video below: –
Written by John Alwyn-Jones