Hospitality and the Digital Experience with Kimberly Beaudin of the Chick-fil-A College Football Hall of Fame
On this episode of the Hospitality Leaders podcast, I’m joined by Kimberly Beaudin, CEO at the Chick-fil-A College Football Hall of Fame, to hear her perspective on the increasing role of technology in the hospitality industry.
The College Football Hall of Fame is steeped in the latest technology available, from RFID systems to an immersive virtual reality exhibit. These systems allow Kimberly and her team to personalize the guest experience to an utterly astounding degree. This personalization only works, however, if the available technology is paired with a well-trained staff.
The human element of hospitality isn’t going away. It’s just being given new tools to enhance guest experiences in the form of digital solutions. Kimberly knows that her team is still her greatest asset, and she’s careful not to depend too much on technology without equally investing in her staff. By allowing digital tools to complement and aid her team’s strengths, rather than replace them, she’s creating an ideal environment for guests to feel personally catered to, without losing the warmth that comes from human hospitality.
Kimberly has an outstanding understanding of balancing these two assets, and the success of her organization is proof of its effectiveness.
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