but it’s firmly rooted in the present when it comes to technology and guest engagement. Madden-Greig and her team have leaned into digital tools to meet modern demands without losing the personal touch that defines the hotel’s brand as the hospitality landscape shifts. According to Madden-Greig, the hotel has embraced a multi-channel approach to connect with its guests. “We engage with customers across several platforms, from WhatsApp to Instagram,” she explains.“People can reach us beyond the traditional phone call.”This strategy provides flexibility and keeps the brand accessible and responsive, whether guests are booking rooms or reaching out with questions. The goal is to make every interaction as seamless as possible, especially for those who prefer to handle logistics on their mobile devices. Booking at the Jamaica Pegasus goes beyond simply reserving a room. “We use a variety of technology solutions so guests can book their accommodation, pay for reservations, and sign agreements online,” Madden-Greig says. This efficiency has become critical in an age when time is a precious commodity. “We want to deliver service as quickly as guests need it,” she adds, noting that the hotel’s systems are designed to reduce waiting times and streamline the booking process from start to finish. Despite these technological advancements, MaddenGreig emphasizes that the Jamaica Pegasus hasn’t sacrificed personal service.“We don’t want guests to feel like they’re only talking to a machine,” she says. While digital tools simplify many processes, the hotel still ensures that guests can speak to real people when they need assistance. It’s a balancing act: technology for those who value speed and human interaction for those who crave a personal touch.This dual approach enhances efficiency while reinforcing Jamaica Pegasus’s reputation for thoughtful, guestcentric service. A CATALYST FOR JAMAICAN TOURISM AND ECONOMIC GROWTH As one of Kingston’s most prominent hotels, Jamaica Pegasus Hotel plays a pivotal role in Jamaica’s tourism ecosystem. With all staff positions filled by locals, the hotel group behind the hotel is focused on nurturing 40 BUSINESS VIEW CARIBBEAN VOLUME 11, ISSUE 11
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