New technology has made it possible for guests to check-in and check out of their hotel rooms without meeting a single staff member.
But is such depersonalization of service good for the industry? During their HOTELS Magazine cover shoot, HOTELS asked 2012 Hotelier of the World award winners Georg Rafael of Rafael Group and Tom Hewitt of Interstate Hotels and Resorts about how they viewed the importance of service in the 21st century.
In this video, Hewitt and Rafael discuss service in the third of a four-part video series this week.
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