The ease of finding hotel rates and making reservations online does not make excellent customer service less important; it remains a critical factor in the hospitality industry's success and competitiveness.
While technology has made it easier to find hotel room rates and make reservations online, it does not diminish the importance of providing excellent customer service in the hospitality industry. On the contrary, as the market becomes more competitive due to technological advancements, customer service becomes a crucial differentiator. High-quality service can lead to positive reviews, repeat customers, and recommendations that are vital to a hotel's reputation and success in a crowded marketplace.
In fact, with the prevalence of online reviews and social media, poor customer service can have immediate and widespread negative consequences for a hotel's brand. Excellent service, therefore, remains as important as ever, not less, despite the ease with which reservations can be made.