The paper proposes to innovate service strategies following the KLEED model that expands to the attributes for the outstanding guest experience. The study is based on a review of academic literature, business news reports and online resources regarding human touch and technology the hotel industry is using. The suggestions were drawn from the authors' guest journey experience while staying in different hotels. Human touch or personal interaction is an integral part of the hospitality service business, and should never be set aside. In the same way for technology, adopting it contributes to the value creation of the hospitality business resulting in greater guest satisfaction. Thus, a blend of human touch and technology turns out to be the main ingredients for the outstanding guest experience. This paper used the authors' experience as hotel guests and other business reports to draw suggestions on how a blended service will create outstanding guest experience.

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This investigation, through a mixed-methods approach, explored the practices of university teachers and students under the new normal. Framed within Anderson's (2004) Theory of Online Learning, this study was aimed at answering two research questions: (a) What do the teachers and students see as challenges in terms of teaching and learning English in the university classrooms? (b) What are the proposed ways of effective teaching and learning in the new normal classroom situation? About 342 students and 25 teachers participated in the survey and a number of them, purposively chosen, took part in the interview. The Yamane formula was adopted to determine the sample size and that the participants for the survey were randomly selected. The findings revealed that teaching and learning had challenges in common -issues on participation, risks of cheating, internet, and disruption. The study also proposes a few ways on how to teach and learn English as a Foreign Language (EFL) effectively in the new normal. These include: having fast and stable internet, enabling of cameras, using laptop computers over smaller devices, having an online group for the class, among other suggestions. These challenges and proposed ways, however, can also be observed and applied in other non-EFL courses.

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