Travel merchants like AirBnB, Uber, and even some OTA's boldy identify themselves as technology companies first and foremost. But no hospitality owner, operator, or brand has ever staked this claim. While some bet that this will be the cause of the industry's demise, others feel it will lead to its ultimate victory in gaining customer loyalty.
But savvy hospitality and leisure owners and operators won't wait to find out--they know that embracing technology is a pre-requisite to doing business with a new generation of travelers, decision makers, and employees. They may not be technology companies, but they'll hedge their bets by doing whatever they can to make technology implementation come more naturally. That means system selection based on not only the best fit for their needs, but also on how well vendors align with their organizational culture. But it doesn't stop with the system selection process. Getting a new innovation ingrained in that culture requires a thoughtful change management campaign to introduce it to the organization and keep everyone engaged.