Guests decide how they feel about a destination in the first 15-minutes. Long before check-in, service, or staff. This is what readiness is —and why it matters.
I see technology as an enabler of trust, especially before arrival. When guests can make selections and get clear, real-time information in advance, it closes the expectation gap this piece describes.
That kind of pre-arrival clarity helps people arrive oriented instead of uncertain. Technology doesn’t replace human hospitality; it protects it by removing avoidable issues or doubts in those first critical minutes.
How do you feel technology plays into this? Being able to make selections pre-arrival is huge for me.
I see technology as an enabler of trust, especially before arrival. When guests can make selections and get clear, real-time information in advance, it closes the expectation gap this piece describes.
That kind of pre-arrival clarity helps people arrive oriented instead of uncertain. Technology doesn’t replace human hospitality; it protects it by removing avoidable issues or doubts in those first critical minutes.
Great answer - and I totally agree.