Meeting and exceeding guests’ needs has become more and more arduous: they do not only ask for a basic service, but also for an experience, which has today way more value than any material good. Expectations are high. So how to reach the right balance between a basic level of service and an unique experience to fulfill them? Innovation is probably one of the most crucial point hoteliers face on a day-to-day basis. There is a real need to be equipped with the latest high-tech amenities. Beyond the huge investment it requires, mobile check-ins, online reservations and other tendencies reduce significantly the labor costs. Plus, more than 50 percent of the 18-35 travelers expect a fast and efficient service, whether they are away for a leisure time or for business purposes. Voice command technology, virtual concierge service or mobile room keys, customers’ expectations are now more likely to be satisfied by a smartphone. The hospitality industry has consequently justifiable reasons to use modern amenities. Get the full story at École hôtelière de Lausanne