We all hear about technology, online booking platforms and websites that promise extra perks when it comes to enhancing the client experience. But, in the meantime, did we all forget about the foundation of the hospitality business? It’s about personal relationships, something that technology can never replace.

I sometimes think it is all too easy to hide behind our computer screens, or smart phones, or to rely on the newest technology to get our jobs done. This applies to both the vendors and clients that we work with. These two subsets, after all, contribute to the majority of our daily interactions.

On the vendor side, we must all work toward perfecting our sales calls with our hotel suppliers. A case in point: After enjoying happy hour drinks with the Dorchester Collection team, I suggested that we all go to dinner together. It’s amazing what we can all learn from one another over a two-hour meal with wine.

Sometimes the key factors dictating your clients’ experiences at a resort is your relationship with the hotelier. After all, clients chose to work with you because they like you – why should it be any different with your stable of hotel sales managers?

So the next time a supplier rolls into town and suggests meeting for coffee, embrace that opportunity. It might take an hour of your day but it could very well score you an upgrade for your client, which will generate good will and in turn drive more business through your door!

When attending industry events that we all frequent, don’t just socialize with your friends – you already know them. Circulate in the crowd and try to meet a few new people.

Remember – the foundation of luxury hospitality is based on human interactions, something that will never go out of style.

You know what? They are correct. I, for one, truly appreciate thank you notes, and receive an average of one per week. They let the recipients know you valued the time you spent with them – and that you went out of your way to take the time to recognize that.

To reciprocate, I now have an ample supply of note cards near my desk, and when suppliers wow me – or do a special favor – I drop a happy note to them. And so should you!