Over the past decade, the rise of hospitality tech companies like Airbnb and TripAdvisor have fundamentally rewritten the rules for traditional employers in the industry—many of which now cater to the unique demands of the experience economy. Digital experience is king, instant gratification is expected (think: real-time alerts, rewards, etc.), and customer loyalty – though more difficult to ascertain – is the ultimate goal. Technology is a cornerstone of what is happening – it’s making these things possible.
As employers navigate the future of work, the next decade of digital transformation will push casinos, resorts, restaurants – anyone vying for consumers’ disposable income – to embrace an employee-centric culture in order to entice, excite, and delight guests.