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High Tech

High Touch or High Anxiety?

This essay by travel-writer Paul Grimes chronicles his and others' not-so-good experiences with hotel technology and makes suggestions for providing guests with the comforts and conveniences they really want. For example, he questions the user-friendliness of video check-out systems, illustrates the inefficiency of most high-rise hotels' elevators with a couple examples, wonders about the placement of televisions and telephones, and bemoans the "amenities creep" that leaves no room on the bathroom counter (if there is one!) for one's personal toiletries. He discusses when it's inappropriate to apply high surcharges for pay TV, facsimiles, mini-bar "gratuities," and telephone calls. His suggestions for guest-service improvements include better room lighting, fog-free bathroom mirrors, swivel TVs, voice mail, functional desk space, a selection of newspapers, and, above all, good concierge service.

Cornell Hotel and Restaurant Administration Quarterly, Vol. 32, No. 3, 36-43 (1991)
DOI: 10.1177/001088049103200315


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