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Merging High Tech With High Touch to Create a New Hospitality Paradigm
Posted: 03/23/2023

One of the key challenges facing today’s hoteliers is that of high tech vs high touch. Does technology conflict with personalized service? Is it possible to offer both during the same visit? And can hotels that utilize technology in favor of human interaction achieve guest loyalty?

Business travel is picking back up and families may be taking their first or second real vacations since the pandemic cancelled so many plans just a few years ago. To ensure that guests have the best on-site experience possible, hoteliers are increasingly looking to new technologies to make their stay more comfortable than ever. With an advanced property management systems (PMS) and integration platforms, hoteliers can increase operational and staff efficiency, but also meet changing guest expectations for a high-value but relatively low-touch experience. We looked ahead to see what changes we expect to see sweeping the hospitality industry this year.

Long-term readers of this blog know that I rarely focus on a single company or product. My goal is to help readers understand new and emerging technologies, when and why they might be useful, and what to consider if you are buying them.

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The Future of Hotels
Posted: 02/21/2023

Hotels have always been a high-touch low-tech business. Today, and into the foreseeable future, hotels are moving away from the pure ‘people serving people’ model towards a more high-tech low-touch business, and doubling down on digitalization. In the paragraphs below, I envision ways in which tech can innovate and enhance the guest experience throughout the guests’ 6 stage hotel journey: Imagine-Book-Stay-Report-Recommend-Return.

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Definitely Doug 2/10/23: Planning for June
Posted: 02/10/2023

The question I have heard most often in recent months is “where are you going in the last week of June?”. As most readers are aware, two trade shows featuring hotel technology are scheduled during the same dates that week. Many of you are still undecided which to attend. Knowing that your decision will be based at least in part on where others are going (hoteliers and exhibitors both), I decided to try to get some real data that I could share.

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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.