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Exploring Tech-Driven Future of Hospitality Service Quality with John A. Daly from Swiss Education Group


The Expert Sharing Session with Mr. John A. Daly, Director of Quality Assurance at Swiss Education Group, offered valuable insights into the crucial role of technology in shaping service quality in the hospitality industry. Technology plays a key role in enhancing efficiency, personalization, accessibility, communication, feedback mechanisms, security, and innovation in service delivery. As technology continues to advance, it serves as a fundamental driver of improvement in various aspects of the hospitality industry.


During the session, Mr. John highlighted the transformative impact of technology on service quality and discussed emerging trends and opportunities in innovation within the hospitality sector. His expertise and insights resonated with students from the Bachelor of International Hospitality Management (BIHM) programme and other related programmes, particularly those taking the 'Service Quality Management' module.


Students had the opportunity to engage in meaningful discussions with Mr. John, where they explored the multifaceted ways in which technology influences service quality. Through these enlightening conversations, students gained a deeper understanding of the importance of embracing technological advancements to meet and exceed customer expectations in the ever-evolving hospitality landscape. Mr. John's patient and informative approach allowed students to pose queries and share their thoughts and experiences related to technology and innovation in service delivery. This interactive exchange of ideas fostered a collaborative learning environment, enabling students to glean valuable insights from his expertise while also contributing their own perspectives and experiences.

Overall, the Expert Sharing Session provided a platform for students to gain invaluable knowledge and insights into the intersection of technology, innovation, and service quality in the hospitality industry. By understanding the transformative potential of technology and embracing innovative approaches, hospitality organizations can effectively manage service quality and deliver exceptional experiences to their customers.

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