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The hospitality industry is witnessing a tremendous transformation as hotels are now armed with technology - from robots and chatbots to AR and Big Data – that is synced with their hotel operations.
With the technological advancements in the hotel industry, guests are becoming more demanding, and the competition is becoming rifer. Therefore, hotels need to embrace technology in the hope to attract, engage and retain customers.
Hotel technology is playing a significant role, and its importance will continue to increase in the coming years. Let’s take a look at 7 hotel technologies that you should focus on right now:
7 Hotel Technologies Every Hotelier Should Focus On
- Robots
Robots have been in circulation for quite some time now, but their demand has increased in early 2020, thanks to Coronavirus. Hotels use robots for contactless deliveries and check-in/out services. Some robots are used to disinfect rooms with the help of UV light and thus prevent the spread of COVID-19. When employees delegate these tasks to the robots, they are free to use their time on other important aspects of their work, thus maximising their efficiency.
The implementation of robots in the hotel business potentially provides a contactless, sanitary environment and experience while making hotel guests feel at ease and protected.
- Chatbots
Chatbots are relatively not a new technology as it has been around for a while now. In hotels, chatbots are used in customer service to answer any question a guest may have. They also provide booking services and check-ins/check-outs.
In a 2018 Humley survey, two-thirds of respondents said that they would find a chatbot useful or very useful to improve their online travel experience. As people begin to travel again with the COVID-19 lurking amidst us, the demand for chatbots will increase as today’s customers will only stay at a hotel that can guarantee their safety and reduce unnecessary human interactions.
- Remote Check-In/Check-Out
When hotels enable their guests to check-in and check-out remotely from their mobile device, they can manage their staffing needs better and save on labour costs.
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Big Data
One of technology’s biggest superpowers is the ability to aggregate data and makes it actionable. You can use the data to tackle a new market segment or adjust your rate plans to compete against your competitors and dominate the market.
- Smart Guest Experiences
Smart hotel technology has the potential to improve guest experiences and expectations. It enables hotels to predict and personalise several guest services based on previous visits and aggregated guest data. Additionally, technology, when used in conjunction with occupancy sensors, can automate guest interactions throughout their stay.
- Augmented Reality (AR)
Many hoteliers have leveraged augmented reality to create the physical hotel environment more enjoyable to customers through smartphones. Artificial intelligence in hotels enhance the real-world environment in real-time as it enables hotels to offer in-house interactive elements (such as maps), provide the history of the hotel, and give information of the area of the hotel where they are currently at (if guests enter the restaurant, AI will provide the menu to them).
- Online Reputation Management Technology
Hotel online ratings help predict future bookings and also give valuable insight on how to deliver an exceptional guest experience. An online reputation management platform will help you monitor online reviews and manage hotel reputation online. The feedback received, if used correctly to improve operations and guest experiences, can make a huge impact on the hotel’s bottom line.
The hotel industry is changing at a rapid pace, and hotels need to embrace the ever-evolving hotel technology. You should use the above-mentioned hotel technology trends to streamline your operations, communicate transparently, and provide exceptional customer service for continued success.
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