Game Theory and Managing Change In Hotels

Pierre Boettner, Founder and CEO, hospitalityPulse | April 11, 2017

by Pierre Boettner Perhaps it was the surreal location that inspired it, but last week as we introduced pulseLink at the Atlantis resort in Dubai, I had a moment of clarity about how hotels change processes. As we watched the staff navigate the nascent stages of using a new tool—a tool that will make them more efficient and effective at their jobs—I noticed their resistance. Some staff wanted to go around the new system, straight to the PMS. I've seen this desire to bypass a new tool or system before, and not just with room allocation. It happens with plenty of systems that engage with the PMS. As I observed this typical beh...