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Definitely Doug 11/17/23: The Hotel TV Dilemma
Posted: 11/17/2023

In case you missed the memo, people no longer watch television the way that they did ten years ago. Not at home, and not at hotels. Nielsen reported that streaming services cornered 34.8% of TV screen time in July 2022, when they overtook cable for the first time.

Property management systems (PMSs) fundamentally have changed very little since the 1980s. And many hotels still use systems that were built in the eighties, nineties, or aughts. Since then, massive technology changes have occurred: the mobile revolution, cloud computing, distributed ledgers, AI-based large language models, Web 3.0, and other innovations have fundamentally changed both the technological capabilities of software, the way it is designed and built, and expectations for user experience.

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Definitely Doug 10/20/23: Gluing It All Together
Posted: 10/20/2023

Hardly a day goes by that hotels do not express frustration about the inability to tie together key data sources and technology systems. This is not a new problem; it has been around for decades. Progress has been made on many fronts to be sure, but digitalization has created new issues much faster than solutions.

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What’s the Buzz Among Today’s Hoteliers?
Posted: 10/17/2023

What’s on the minds of hoteliers? What’s keeping them up at night? And what makes travelers happy and eager to return? Some of the best places to have these candid discussions are at the industry’s conferences and events, and this year’s lineup has not disappointed. From AAHOACON and BITAC, to HITEC and The Hospitality Show, I’ve been traveling steadily, attending 13 events since January.

Technology has become an indispensable part of the guest experience. As travelers increasingly expect tech-enabled convenience, hospitality businesses must continue innovating to meet these demands. While WiFi was once the primary tech offering for hotels, today's guests want more. Integrated proptech solutions are becoming the new standard.

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6 Trends That Could Revolutionize the Hospitality Industry

09/25/2018

by Fretty Francis

The wave of digital disturbance is causing ripples in the hospitality industry. Initially, travelers/guests would visit a brick-and-mortar travel agent every time they needed to plan a family vacation. But, today is a completely different scenario. Here are some of the trends that are likely to change the way the hospitality industry conducts business:

1. AI-enabled Chatbots

Not very long ago, hotels used to have clunky welcome binders on the desks. These binders outlined where guests would eat, what to do in the area and what to see there. But, today guests get all that information via hotel’s AI-powered technology and apps.

That way, your guest can have all the information they need it when they need it. Besides, they can access voice-activated chatbots that will help them set the alarm, open the curtains or even order meals without ever talking to a human being. You can, for example, text a robot named Rose (found at the Cosmopolitan in Las Vegas). The robot will find a way to fulfill your request quickly.

2. Integration of the IoT in Hotels

Thanks to technological evolutions, we are having more connected devices than we have ever experienced. That means large volumes of data will be generated and harnessed to improve customer experience.

The more hotels know much about their guests, the better they can improve their experiences. For example, using connected devices and hotel management software will help you point out the regular visitors for the last two years. Using that information, you can reach out to them to check whether they would like to make another booking this year. That way, you will have saved your customer a step.

Besides, knowing your guests brings up endless opportunities for upsells and better customer experience.

3. Mobile Integration

If you are an introvert who likes to travel, the new wave of digital transformation is a dream come true. Today, we are living in that mobile-only and mobile first era where customers are doing practically everything on the phone. As a result, ‘mobile-sensitive’ brands are continuing to grow. Thanks to the mobile technology, guest can check in, order for room service or even digitally unlock the room door itself.

4. Focus on Data

Your POS system, hotel management system and the connected devices generate a great deal of data. That data can be harnessed to improve the experiences of your customer. For example, using customer data, Airbnb discovered that guests who chose not to book were doing so because of frustrations. The hosts failed to respond to their questions and enquiries. To solve the challenge, they offered instant booking feature. That way, they were guaranteed their reservation, and as a result, it helped alleviate many of the customer’s concerns.

Note: Customer data not only helps improve customer experience but also helps improve the bottom line.

5. Customer Experience

Thanks to restaurant POS systems and other hotel management systems, your would-be guests can make their bookings instantly. In the same way, they will tell the world (and anybody else who cares), through social media platforms like Twitter, Yelp, Facebook, TripAdvisor, among others.

Note: Excellent customer service not only makes your guest happy but also means better returns for customers.

6. Virtual Reality

Thanks to VR, your guests can have a peep into your hotel without even leaving their house. That way, they will have a preview of what they will experience and offers of your “the next-big reason why they need to visit. For example, it would be easier to pay $5,000 to visit Macau islands in real life than take the same trip virtually for $150.

The hospitality industry is huge business standing on a marshy ground. That is why they need to invest in the latest technology to remain competitive. Whether it’s about IoT improving the accuracy of bookings or VR taking them to their hotel room, there is truly no end to what tech can offer. But, most importantly, how it can help you improve your guest experience.

About The Author

Fretty Francis
digital marketing executive
SoftwareSuggest

Fretty Francis is a digital marketing executive at SoftwareSuggest, and her areas of expertise include hospitality technology, CRM software and eCommerce software.