Service Automation Brings a New Life to the Human to Human Interaction for Hotels

Are Morch
5 min readOct 21, 2018


Today with new technology, tools, and innovative frameworks Service Automation brings a new life to the Human to Human interaction for Hotels.

Hotels now have an unprecedented opportunity to communicate with the customer within new interactive channels.

Service automation has the potential to transform unpleasant experiences and greatly improve how customers interact with a Hotel brand.

With automation assisting in customer experience, Hotel can focus on more valuable micro-moment interactions with customers and use technology like machine learning and natural language processing to understand what the customer is really trying to do.

The Customer Experience will redefine your Hotels Products and Services

Today Hotels and brands in general experience an unprecedented growth in new technology and tools that will help with amplifying the customer experience.

But it is critical that in the process that we don’t take our eyes away from an important framework that embraces Humanness and team Happiness. Hotels need to understand how new technology impact each micro-moments of the customer experience.

Team collaboration is an important differentiator that leads to better customer experience adaptation.

Looking into the near future we already see trends that indicate that by 2020 Customer Experience will overtake price as the most important customer decision trigger.

Hotels need to start to prepare for this shift today and start implementing new innovate and creative ways to identify new talents and skills.

Hotels have to be prepared for the next disruption, which will be Artificial Intelligence.

It is important that Hotels is not threatened by new trends, but rather find new creative and innovate ways for humans to work together with machines.

The Customer Experience will still require the Human Touch!

Service Automation and Contextual interactions

Today, customers can browse product and service options on the go through their smartphones, chat with a live human, resolve issues through service automation in chatbots and collaborate with peers to review options in Social Media channels, negotiate and making purchases, and even have items delivered directly to their doorstep.

Social Media marketing 2.0 represent contextual, intuitive and experimental customer engagement across multiple micro-moments.

Customers are getting savvier and expect service on-the-go.

What we see with new innovative service options for Facebook and Google now provide Hotels now have a unique opportunity to keep customers in dedicated Built-In Experience Loops.

With the Built-In Experience Loop, Hotels give customers and new uncontested market leads the opportunity to share their opinions at every interaction.

Service Automation allows for real-time engagement with the Hotel customers. This provides your team with proactive opportunities to get valuable feedback insight before concerns turn into negative reviews, and also celebrate when they express delightful and surprising experiences.

Thanks to the rise of intelligent chatbots, anytime a potential customer asks a question, your Hotel can now be there to provide a real-time response 24/7, 365. Same goes for if a potential customer wants to a book a room. A Hotel experience chatbot can take care of scheduling that anytime, day or night.

Today the real-time engagement and contextual conversations are critical for building and retaining customer loyalty.

Service Automation and the Human to Human Interaction

Chatbots and are intuitive, automated, intelligent self-learning platforms that are compatible across devices and can be personalized for automated and contextual engagement with Hotel customers.

The benefits include time saved communicating with customers, team productivity improvements, increased channel containment rates, and elevated customer engagement.

Introducing service automation capabilities will empower customers to “do it yourself” saving time and money in training and supporting your Hotels team members.

Service automation is gaining traction. The future of customer experience is all about managed service automation integrating traditional and new technologies across channels to afford seamless customer interactions and consistently delight and surprise customers at every micro-moment.

With new effective frameworks, Hotels can design service automation to respond to any comment or feedback on their Social Media feeds.

It brings onboard new opportunities to humanize the Hotel brand and tap into new uncontested markets.

Sophisticated analytics will help Hotels capture the customers feedback about their experience at a location and enable you to make targeted and personalizes improvements to your service delivery.

Today there are cost-effective solutions available that are fit for every Hotel.

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And it will help identify micro-moments and recognize pain points and values utilizing Hotel Experience Ambassadors that knows where to look for them.

I have loved with all of my heart and soul serving customers, guests, and Hoteliers. As a Hotel Experience Ambassador, I gained a new passion for being a representative and messenger delivering new profound and delightful experiences.

If your Hotel wants to implement new effective success factors then now is the time to be part of a new initiative.

When your Hotel serves your community they will reward you back with serving you.

From a Hotel and Social Media Consultant’s standpoint, the Social Media Community can offer Hotels a one-stop-shop for managing their Social Media marketing such as the community infrastructure, database, listening functionality, profile management, collaboration, content marketing and management, and of course, the analytics.

A Social Media Community will help your Hotel to grow smarter and faster when you focus on the value proposition and collaborate in effective ways.

If your Hotel need help to put it all together then make sure to the let us know.

Today’s Social Media Management tools provide advanced options that will help Hotels with these tasks. If you need a quality team the help your Hotel pulls this off, then get in touch with my partners at Founders Media.

With the right team behind your Social Media efforts, it can become cost-effective and generate a new revenue stream for your Hotel.

Social Media Mastery for Hotels

Social Media Marketing Mastery for Hotels is NOW Open! Click Here if you are ready to take your Hotel to a new level!

To get your Hotel started here are a few FREE gifts and resources from me and my partners Founders Media.

1. FREE access to my Hospitality Gone Social Vault (Click Here to Unlock)
2. FREE ebook from Founders Media (Click Here to Unlock)
3. FREE 21 Days To Social Media Mastery for Hotels email course (Click Here to Unlock)
4. FREE access to #HotelPodcast — A Podcast about Social Media Mastery for Hotel (Click Here to Unlock)
5. FREE access to our Facebook Group — Hospitality Gone Social (Click Here to Unlock)

Are Morch is the founder and owner of Are Morch — Hotel Blogger and Social Media Consultant. Get more from Are on Facebook | Twitter | Google Plus | LinkedIn | Pinterest | Instagram

Originally published at on October 21, 2018.



Are Morch

Digital Marketing Coach | ❤️All things Hotels 🏩 and Digital Marketing | Digital Marketing for Hotels