Heiko Rieder , VP of Revenue Management and Reservations at Pentahotels , discusses digital transformation , CSR and the changing nature of the hospitality space

T here are many things that make up a truly great hospitality experience : a sense of luxury , peacefulness , access to new and exciting activities – ask someone why they enjoyed their stay or meal somewhere and you could get a different answer every time . From fluffy towels and exquisite room service to eye-catching art on the lobby walls , at the heart of each and every positive experience is , it could be argued , a sense of attentiveness to the needs of the guest . Identifying and providing what will genuinely delight a guest can be the difference between a lifelong customer and a damning TripAdvisor review . This obviously applies to the entire length and breadth of the customer experience , from the moment of booking to check out and beyond . Therefore , if the desires and habits of its customers change , a hotel needs to change with it .