Global hospitality industry is definitely on the rebound, but it faces some new challenges. These include rapidly changing guest demographics and the ever-growing influence of new media (e.g., myriad social networks on the guests). There is need to deliver personalized experience at every touchpoint and, in an age of eroding brand loyalties, give a shot in the arm for loyalty initiatives. Even so, companies that have the right information technology and strategy in place have not only navigated these barriers effectively but also moved business to the next level of engagement.

Companies are competing to attract and retain guests through multiple channels: websites, social media, mobile and – last but not least – guest living rooms. Guests need the assurance that what they see on these channels is really what they get eventually. Which makes it all the more important that guests find the quality of service enriching and fulfilling.