The hospitality industry has long been known for its commitment to providing exceptional service to guests. However, with the ever-evolving digital landscape, hospitality businesses must now also prioritize technology if they want to stay competitive.
According to the 2021 Digital Transformation Report, 61% of hospitality businesses said they have the capabilities to compete in a stiff digital environment. While this is a promising figure, there’s still room for improvement.
In this article, we’ll take a closer look at why technology is essential to the success of hospitality businesses and explore some of the key ways it can be used to improve the guest experience, streamline operations, and stay competitive.
The Shift to Contactless Services: How Technology Can Improve Guest Experience
The COVID-19 pandemic has accelerated the trend toward contactless services in the hospitality industry, and technology is playing a key role in this shift. Mobile apps, digital keyless entry, and voice-activated assistants are just a few of the technologies that are changing the guest experience.
One of the main benefits of contactless services is that they provide guests with added convenience and control over their experience. Mobile apps, for example, allow guests to access a range of services, from ordering room service to booking a spa treatment, without ever having to interact with a staff member. This not only enhances the guest experience but also reduces the workload for hospitality staff.
Another benefit of contactless services is that they enhance safety and security. By reducing the need for physical keys and minimizing contact with high-touch surfaces, technologies such as digital keyless entry and voice-activated assistants help to minimize the spread of germs and viruses. This is particularly important in the wake of the COVID-19 pandemic.
A new study by Oracle Hospitality and Skift found that 73% of guests prefer hotels that have integrated contactless technology, which eventually minimizes contact with the staff and other guests. This highlights the importance of investing in technology that supports contactless services.
This study shows that guests are increasingly interested in technology that supports contactless services. This means that hospitality businesses that fail to invest in these technologies risk falling behind in the years to come.
Streamlining Operations: How Technology Can Help Hotels and Restaurants Improve Efficiency
Hotels and restaurants that embrace technology are able to streamline their operations, improve efficiency, and provide a better experience for their guests.
One way that technology can improve efficiency is by automating routine tasks. For example, hotels can employ automated check-in kiosks and keyless entry systems to reduce the burden on their front desk staff. Similarly, restaurants can use mobile ordering and payment systems to reduce the time and effort required to take orders and process payments.
Another benefit of technology in the hospitality industry is the ability to collect and analyze data. By using tools like customer relationship management (CRM) software, hotels can track guest preferences and behavior and use that information to personalize the guest experience. For example, a hotel might use data to offer personalized recommendations for local activities or restaurants.
Moreover, investing in revenue technology can help hotels and restaurants better understand their business and optimize revenue streams. Revenue management systems can analyze data to predict demand and optimize pricing strategies while also providing insights into booking trends and guest behavior.
In fact, a recent survey by Duetto found that 67.6% of hoteliers use a revenue management system (RMS) to help with revenue optimization. For the remaining 32.4% who are not yet utilizing an RMS, the survey found that 50% are planning to invest in revenue technology in the coming year. Another 23.4% are looking to make investments in the next two years.
These numbers highlight the growing importance of technology in the hospitality industry and how it can be used to improve efficiency and increase profitability.
Personalization: How Technology Can Help Hospitality Businesses Better Meet Guest Needs
Personalization is becoming increasingly important in the hospitality industry, as guests expect a more personalized experience. Technology can play a key role in helping businesses meet these expectations by providing tools to gather and analyze guest data and offer tailored experiences.
One such technology is hospitality TV solutions that allow businesses to offer customized in-room entertainment and information to guests. Hospitality TV solutions can be used to offer guests tailored content based on their individual preferences. For example, a hotel might offer a selection of movies, TV shows, and music based on the guest’s previous viewing and listening history.
With technology getting more advanced, many companies like Allbridge offer innovative hospitality TV solutions to improve guests’ in-room experience. Allbridge delivers RF and IPTV technology solutions that work end-to-end for a fully engaging interactive experience.
Another modern technology that can help in personalization is AI-powered chatbots. These chatbots can assist guests with their queries and requests 24/7, making the overall guest experience more seamless and efficient. Chatbots can also gather valuable data on guest preferences and behaviors that businesses can use to offer personalized recommendations and services.
Mobile applications are another tech innovation that can help hospitality businesses offer personalized experiences. By utilizing mobile applications, hotels can enable their guests to perform remote check-ins and check-outs, order room service, and even make reservations for various activities and services throughout their stay.
A recent survey found that 74% of hotel guests express interest in staying at hotels that utilize advanced technologies such as AI to enhance personalization and customization of services and offers, including room rates and recommendations for food discounts. Such studies indicate the growing interest of guests in hotels that use advanced technologies like AI to personalize services and offers.
Staying Competitive: How Technology Can Help Hospitality Businesses Stay Ahead of the Game
The hospitality industry is highly competitive, and it’s essential for businesses to stay ahead of the game to succeed. Technology can help them achieve this goal by streamlining operations, improving guest experiences, and increasing revenue.
One way technology can help hospitality businesses stay competitive is by leveraging data analytics. Through the analysis of guest data, hotels can gain valuable insights into customers’ likes, dislikes, and behaviors, allowing them to customize their services and promotions accordingly. For example, a hotel can use data analytics to determine which amenities are most popular among guests and adjust its offerings accordingly.
Moreover, virtual reality (VR) can also help hospitality businesses stay competitive. VR can be used to showcase hotel rooms, amenities, and destinations, providing guests with a virtual tour before they book. This can help increase bookings and enhance guest experiences by allowing them to make informed decisions.
In today’s digital era, the increasing prominence of social media and online reviews emphasizes the crucial need for hospitality businesses to handle and maintain their online reputation. By using technology to monitor and respond to online reviews and social media posts, businesses can quickly address any issues and improve their overall reputation.
Remaining competitive in the hospitality industry demands that businesses keep abreast of the latest technological advancements, given the fast-paced nature of the industry.
Hospitality businesses that embrace technology and leverage it to enhance the guest experience, streamline operations, and ensure safety, will be better positioned to stay ahead of the game in the years to come.
By investing in the latest technological solutions, businesses can improve their bottom line while providing guests with the highest level of service and convenience.