The future of hospitality in India: How AI, data and digital experiences will redefine guest expectations
By Karan Khilnani, Partner, Together Hospitality
One of the strange things I have seen in hospitality is that we have always known a lot about our guests, but very little of that knowledge travels beyond the person serving them. A server at a restaurant remembers what a guest drank, and a manager knows which table a regular prefers. But when that guest leaves, most of that knowledge leaves with them.
But that is changing now. The relationship with a guest is starting much earlier.
A guest may now come across your brand way before they even come to you. There’s social media, search engines, reviews, menus, booking platforms and recommendations. By the time they arrive, they already have an expectation of what the experience is going to be like.
We see this across our own brands at Together Hospitality. With Elephant and Co., Cobbler and Crew, Juju, Gather and Izipizi...
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