From streamlining operations to improving the guest experience, technology plays a pivotal role in hotel operations. These are some of the biggest technological advances to help hoteliers increase profitability and give value-added benefits to guests.
1. Artificial Intelligence
Incorporating AI into hotel operating systems to drive revenue, engage guests and improve operations. “Hoteliers can use AI to automate repetitive tasks, guide guests along a contactless check-in process and to optimize pricing based on signals from aggregated guest behavior,” said Laura Calin, global vice president, hospitality strategy and solutions management, Oracle Hospitality.
2. Internet of Things
In the hospitality industry, IoT can be used to track everything from guestroom occupancy to energy usage, said Jason Arabian, director of IT operations for TPG Hotels & Resorts.
3. Facial Recognition
While still a bit controversial, facial recognition can help hotels by giving a better guest experience, said Frank Wolfe, CEO of HFTP.
4. Chatbots
AI-powered chatbots are being integrated into hotel websites and mobile apps to provide instant assistance to guests. “The chatbots can answer common questions, make personalized recommendations, handle reservations and address guest concerns promptly,” said Cheryl Ott, director of technology for Meyer Jabara Hotels.
5. Mobile Technology
While digital key service has been available for some time, newer mobile technology allows for more service options, like guest preferences for using and storing room keys within digital wallets, said George Winker, VP of sales-North America for Assa Abloy Global Solutions.
6. Instant Data Access
Instant access to accurate and fully comprehensive data is an absolute must in offering the type of stay that each guest wishes to experience. However, achieving this requires centralizing and aggregating a property’s data, whether from a PMS, CRM, or even a property’s security access and energy management system, Winker said.
7. Self-Service F&B
In addition to face-to-face options, self-service F&B options allow guests to interact the way they want to with the property, allowing for further personalization, said Frank Pitsikalis, senior VP of product strategy, hotels at Agilysys.
8. Location-Based Services
“The growth of location-based technology allows for a hyper-personalized guest experience,” said James Bishop, VP of ecosystem and strategic partnerships at SiteMinder.
9. Voice-Activated Assistants
Integration of voice-activated assistants into hotel rooms can enable guests to control room features, request information and access hotel services using voice commands, Ott said.
10. Self-Driving Vehicles
Driverless cars and golf carts can save resorts labor costs, be programmed to avoid certain areas under construction and run 24/7, Wolfe said.
11. Attribute-Based Shopping
Attribute-based shopping strategies will allow customers to craft their own bespoke experiences by bundling various product attributes, Stayntouch Chief Product Officer Dan Hogan said.
12. Virtual and Augmented Reality
Virtual tours and experiences can help guests preview accommodations and destinations before booking, while augmented reality can enhance on-site experiences, said David Chestler, president of ProVision Partners.
13. Guestroom Tablets
Digital guest engagement is front and center for hoteliers. Tablets are the perfect solution for today’s tech-savvy generation, said Neil Schubert, chief product officer at Hotel Communication Network.
14. Employee Engagement and Gamification
Gamification and employee recognition in the back-of-house hospitality drive employee engagement, enhance guest experiences and cultivate positive organizational culture, Purplecloud CEO Adria Levtchenko said.
15. Single Guest Itinerary
A consolidated, real-time single guest itinerary added to the hotel’s property management system creates a seamless guest booking journey from beginning to end and gives guests more control over their stay experiences, according to Audrey MacRae, vice president at Maestro PMS.
16. Cloud Services
Hoteliers need access to information anywhere and at any time, said Jill Wilder, vice president at Aptech. Coupled with cloud solutions, mobile technology will allow hotels to streamline operations.
17. Advance Ordering
To drive ancillary revenue, guests can pre-order items online to enrich their stay, said David Molofsky, product manager at Iris. “Honeymooners can pre-order flowers and champagne,” he said.
18. Open Integrations
We are seeing a boom in innovative, integrated and digital solutions that can optimize costs and revenue generation, manage bookings and inventory, increase sales and event opportunities, and provide personalized guest offerings through integrations with the property management system, Calin said.
19. Speed to Value
Hoteliers are only becoming more budget-constrained and time-poor, so speed to value is key, Bishop said. It is critical for hoteliers to make sure that the technologies they are investing in come with minimal effort to run and produce value quickly.
20. Robots
The underlying technology and AI has advanced significantly to allow robots to operate more easily in hotels, said American Hotel & Lodging Association CTO Michael Blake. “They won’t replace employees, but they can assist the employees to do their jobs faster and more efficiently.”