In the not-too-distant future, more and more services and hotel-guest communication are likely to move out of the realm of face-to-face interaction and onto our mobile devices, writes Prof. Ian Millar, the technology specialist at Switzerland’s Ecole hôtelière de Lausanne. Here he takes us on a tour of some of the myriad touchpoints that may soon be taken over by cleverly designed smart phone apps, fundamentally empowering guests… and changing their hotel experience.
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