Today with new technology, tools, and innovative frameworks Service Automation brings a new life to the Human to Human interaction for Hotels.

Hotels now have an unprecedented opportunity to communicate with the customer within new interactive channels.

Service automation has the potential to transform unpleasant experiences and greatly improve how customers interact with a Hotel brand.

With automation assisting in customer experience, Hotel can focus on more valuable micro-moment interactions with customers and use technology like machine learning and natural language processing to understand what the customer is really trying to do.

The Customer Experience will redefine your Hotels Products and Services

Today Hotels and brands in general experience an unprecedented growth in new technology and tools that will help with amplifying the customer experience.

But it is critical that in the process that we don’t take our eyes away from an important framework that embraces Humanness and team Happiness. Hotels need to understand how new technology impact each micro-moments of the customer experience.

Team collaboration is an important differentiator that leads to better customer experience adaptation.

Looking into the near future we already see trends that indicate that by 2020 Customer Experience will overtake price as the most important customer decision trigger.

Hotels need to start to prepare for this shift today and start implementing new innovate and creative ways to identify new talents and skills.

Hotels have to be prepared for the next disruption, which will be Artificial Intelligence.

Hotels mustn’t be threatened by new trends, but rather find new creative and innovate ways for humans to work together with machines.

The Customer Experience will still require the Human Touch!

Service Automation and Contextual interactions

Today, customers can browse product and service options on the go through their smartphones, chat with a live human, resolve issues through service automation in chatbots and collaborate with peers to review options in Social Media channels, negotiate and making purchases, and even have items delivered directly to their doorstep.

Social Media marketing 2.0 represent contextual, intuitive and experimental customer engagement across multiple micro-moments.

Customers are getting savvier and expect service on-the-go.

Service Automation and Contextual interactions


What we see with new innovative service options for Facebook and Google now provide Hotels now have a unique opportunity to keep customers in dedicated Built-In Experience Loops.

With the Built-In Experience Loop, Hotels give customers and new uncontested market leads the opportunity to share their opinions at every interaction.

Service Automation allows for real-time engagement with Hotel customers. This provides your team with proactive opportunities to get valuable feedback insight before concerns turn into negative reviews, and also celebrate when they express delightful and surprising experiences.

Thanks to the rise of intelligent chatbots, anytime a potential customer asks a question, your Hotel can now be there to provide a real-time response 24/7, 365. Same goes for if a potential customer wants to a book a room. A Hotel experience chatbot can take care of scheduling that anytime, day or night.

Today the real-time engagement and contextual conversations are critical for building and retaining customer loyalty.

Service Automation and the Human to Human Interaction

Chatbots and are intuitive, automated, intelligent self-learning platforms that are compatible across devices and can be personalized for automated and contextual engagement with Hotel customers.

The benefits include time saved communicating with customers, team productivity improvements, increased channel containment rates, and elevated customer engagement.

Introducing service automation capabilities will empower customers to “do it yourself” saving time and money in training and supporting your Hotels team members.

Service automation is gaining traction. The future of customer experience is all about managed service automation integrating traditional and new technologies across channels to afford seamless customer interactions and consistently delight and surprise customers at every micro-moment.

With new effective frameworks, Hotels can design service automation to respond to any comment or feedback on their Social Media feeds.

It brings onboard new opportunities to humanize the Hotel brand and tap into new uncontested markets.

Sophisticated analytics will help Hotels capture the customers feedback about their experience at a location and enable you to make targeted and personalizes improvements to your service delivery.

Today there are cost-effective solutions available that are fit for every Hotel.

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And it will help identify micro-moments and recognize pain points and values utilizing Hotel Experience Ambassadors that knows where to look for them.

I have loved with all of my heart and soul serving customers, guests, and Hoteliers. As a Hotel Experience Ambassador, I gained a new passion for being a representative and messenger delivering new profound and delightful experiences.

If your Hotel wants to implement new effective success factors then now is the time to be part of a new initiative.

When your Hotel serves your community they will reward you back with serving you.

From a Hotel and Social Media Consultant’s standpoint, the Social Media Community can offer Hotels a one-stop-shop for managing their Social Media marketing such as the community infrastructure, database, listening functionality, profile management, collaboration, content marketing and management, and of course, the analytics.

A Social Media Community will help your Hotel to grow smarter and faster when you focus on the value proposition and collaborate in effective ways.

If your Hotel need help to put it all together then make sure to let us know.

With the right team behind your Social Media efforts, it can become cost-effective and generate a new revenue stream for your Hotel.


Facebook Native Advertising will help Hotels redefine the customer experience. Take advantage of new innovative strategies that will improve your Hotels ROI.

FREE access to our Hotel Social Media Community – Get more insights and training about Facebook Native Ads for Hotels!

Our Social Media Management team has refined these processes to help Hotels. Contact us today to learn more.

Join our Free Hotel Social Media Community on Facebook for more in-depth insight.

Try something new it will magnetize your Hotel!

Be flexible and identify new ways to make guests happy.

As guest behavior and pattern continues to evolve, expectations will continue to rise. Navigating these changes can be challenging. Learn more about how we can help your Hotel.

About the author

Are Morch is the founder and owner of Are Morch – Hotel Marketing Coach. Get more from Are on Facebook | Twitter | LinkedIn | Pinterest | Instagram| Podcast