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It is (the IT) a department that evolves on a daily basis and you owe it to your organisation to consider any "new" development ... IT experts must always make a clear differentiation between an investment and an expense.

One of the critical challenges for hotel technology managers is convincing upper management to approve investing in the latest technology.

You will see an increase in Information Technology (IT) spending within the hospitality industry, with guest experience cited as the top driver for investment

91 percent of hospitality decision makers realise the increasing importance of mobile and wireless technology, while 78 percent recognise the role mobility plays in ensuring a competitive advantage for their business.

"It is a challenge to demonstrate that the proposed technology infrastructure will indirectly reflect into a benefit to our business and will keep us up to date with the technology trends and market competition."

20,000 properties.

hospitality property owners look to address the challenge of competition from peer-to-peer platforms like Airbnb

focus on improving guest experience and helping travelers have the trip of a lifetime

guest-messaging software

messaging tools to deliver five-star service at scale

provide frictionless guest service and streamline time-consuming interactions, such as check-in.

White labeling has already begun in the hotel industry without hoteliers even knowing it. Property management systems that offer channel management integrations are usually white labelling their channel managers from other vendors

The many tech innovations we see penetrating the market require constant vigilance of cybersecurity best practices, regular updates to security software, and dedication to routine testing and threat assessment.

Most revenue management systems focus on reporting and data visualization; the addition of white label software to the backend of an RMS can improve price optimization, letting hoteliers spend their time on higher value tasks and strategic revenue management.

APIs allow your various hotel technology tools and programs to work together, conne

streaming, voice activation, guest-room tablets, and food ordering tech.

2nd Kitchen is a godsend for hotels without a kitchen on-site: guests can order room service from restaurants near your hotel,

Numerous high-profile malware attacks on the hotel industry have led to hundreds of millions of guests’ data being compromised and millions of dollars in damage.

forced to get smart about security

do their research in selecting tech tools

regularly host training to their staff

all-in-one suite of tools, including a property management system, channel manager, booking engine, and revenue manager, growing revenue and automating workflows at more than

There are two factors outside Coronavirus that are impacting OTAs. First, hotels are getting better at capturing direct bookings.

Secondly, Google has entered the travel market in a big way.

for property owners, WiFi 6 is much more relevant

beyond the guest experience, hotels can take advantage of faster WiFi

Smart thermostats, smart speakers, and smart locks

data has become the world’s most valuable resource.

Data can fuel smarter marketing campaigns, inform your pricing, and help you capture a higher market share

Hoteliers are just starting to realize the potential of its guest data.

put a dollar figure on just how much hotel industry data is worth. The Group purchased STR for $450 million in cas

New competitors are challenging old management companies that haven’t innovated enough

These next-gen properties are sometimes called hometels (home+hotel), or more generally, alternative lodging

Technology in hotels goes far beyond guestroom TVs and phone

smart locks

ast WiF

NFC technology for contactless payments

kiosks or mobile apps for digital check-in,

robots that deliver room service.

Smart hotel rooms use technology to allow guests to personalize their stay experiences.

The most important software in the hotel industry is the property management system

hoteliers must focus on data security and continued training

White labeling is a practice in which a product – in this case, hotel software – is manufactured by a third party and uses branding by the purchaser, or marketer, so that the end product appears to have been produced by the purchaser. “The advantage is that a single company does not need to do it all: one firm can concentrate on producing the product; another on marketing it; and another can focus on selling it, each according to its expertise and preference,”

Interest in investing in hotel technology has slowly ramped up in recent years.

Hotels that are comfortable using APIs can automate tasks that take up much of their employee’s time with manual data entry.

Why is data so valuable? “Data are now part of every sector and function of the global economy and, like other essential factors of production such as hard assets and human capital, much of modern economic activity simply could not take place without them

Hotels use technology to provide better service, streamline communication, allow guests to personalize their experiences, and offer more convenient processes, like checking in or ordering room service.

deliver increasingly high value for hoteliers and guests. For hotel managers, technology specifically designed to manage hotel operations, reservations, housekeeping, and more can enable greater efficiency and fewer human errors

Network computing has enormous implications for marketing to customers on a global basis, as well as hotel operations. Consider the potential for the industry to connect with vendors worldwide for electronic purchasing, potentially achieving economies of scale and leveraging not yet possible. World purchasing functions will allow companies to customize their own catalogs. Virtual channels of distribution using computer networking capabilities will also allow hotel companies to market products and services - some traditional to our industry, others not - to customers whether they are in the hotel, at work, or at home. This will require a migration from today's central reservation systems to tomorrow's customer information systems using network-centric solutions. Development of customer profiles and guest recognition will make it possible for hotel organizations to interact in entirely new ways with customers, regardless of their physical location. Clearly, the large hotel companies will need to be the first to address questions raised by global networking capabilities and what this will mean in terms of technology investment. But for many hospitality companies presently struggling with the high cost of technology and the confusing state of our industry's technology affairs, this will not be an easy task. And the decisions will ultimately become further complicated by the opportunity to outsource certain functions into subscription-based networks. It is unlikely that the hospitality industry will be forced to bear the entire burden for networking infrastructure. Strategic alliances with major technology companies will be the catalysts in building this capability as they become strategic providers of networking capabilities to hospitality and other industries. And as network-centric computing comes of age and a company's proprietary information is stored in cyberspace, security will become an ever-more important issue requiring solutions. Whether it is an e-mail gateway through an internal network or customer access via the Internet, network fire walls and encryption systems will be required to mitigate the concern many will have with system security.

Network computing has enormous implications for marketing to customers on a global basis, as well as hotel operations. Consider the potential for the industry to connect with vendors worldwide for electronic purchasing, potentially achieving economies of scale and leveraging not yet possible. World purchasing functions will allow companies to customize their own catalogs. Virtual channels of distribution using computer networking capabilities will also allow hotel companies to market products and services - some traditional to our industry, others not - to customers whether they are in the hotel, at work, or at home. This will require a migration from today's central reservation systems to tomorrow's customer information systems using network-centric solutions. Development of customer profiles and guest recognition will make it possible for hotel organizations to interact in entirely new ways with customers, regardless of their physical location. Clearly, the large hotel companies will need to be the first to address questions raised by global networking capabilities and what this will mean in terms of technology investment. But for many hospitality companies presently struggling with the high cost of technology and the confusing state of our industry's technology affairs, this will not be an easy task. And the decisions will ultimately become further complicated by the opportunity to outsource certain functions into subscription-based networks. It is unlikely that the hospitality industry will be forced to bear the entire burden for networking infrastructure. Strategic alliances with major technology companies will be the catalysts in building this capability as they become strategic providers of networking capabilities to hospitality and other industries. And as network-centric computing comes of age and a company's proprietary information is stored in cyberspace, security will become an ever-more important issue requiring solutions. Whether it is an e-mail gateway through an internal network or customer access via the Internet, network fire walls and encryption systems will be required to mitigate the concern many will have with system security. In the final analysis, networking solutions will drive down the cost of technology investment "on-property" where hotel real estate and business interests merge. The solutions that hotel organizations will be able to choose from in terms of networking should also be less expensive than the current profile of technology spending. And we can expect that change to occur sooner rather than later, given the present rate of investment in Internet-based technologies.

This technology is also ideal for self check-ins by guests at hotels as well as the next trend in this article: smart room keys.

Hotels will increasingly install smart room access systems that allow guests to unlock their doors by simply swiping their phones across a keyless pad on the door. Starwood (owner of the Sheraton, Weston and “W” hotel chains) has already upgraded 30,000 room locks across 150 hotels with this system and Hilton will be implementing a similar system at 10 of their US properties this year. In 2016, they will be deploying the smart room key technology globally. This technology will mean that guests don’t have to worry about picking up keys and front desk staff won’t have to issue new keys in the event that a guest loses their room key. Another innovative way to offer a keyless experience is through fingerprint-activated room entry systems and retina scanning devices. Retina scanning is even more accurate and secure than fingerprint scans and hotels like the Nine Zero Hotel in Boston have already installed an iris scan system in place of key cards to control access to the hotel’s presidential suite.

Some hotels are already offering more futuristic experiences, with robots delivering any items ordered through room service to a guest’s door. A boutique hotel that is nestled between Apple’s headquarters and other tech companies, called Aloft Cupertino, has a robot butler called Botlr that is able to move between the various floors of the hotel in order to take items such as toothbrushes, chargers and snacks to guests. These types of digital systems not only make it easy for hotel staff to deliver items to guests, but it also offers a forward-facing digital experience to people who stay at the hotel. Infrared scanners are now also used to minimise disruptions relating to housekeeping (which is a common complaint from customers). Instead of hanging a ‘Do Not Disturb’ sign on doors or having cleaning staff wake up traveling guests with knocks and phone calls, hotel staff can take a more innovative approach by using infrared scanners that will detect body heat within a room and tell cleaning staff that they should rather come back later if the room is currently occupied.

Digital conference facilities Besides being able to offer high density Wi-Fi for conferences and meetings, hotels also need to be able to offer access to audio-visual (AV) and digital facilities for conferences. While the amount of AV and digital equipment that goes into a typical conference room is fairly minimal, staging companies are often hired for various projects in order to equip the facility as required.

Mobile communication and automation In many airports, it’s no longer necessary to stand in a queue to check in and people are expecting the same kind of easy, technology-driven check-ins at hotels. Guests want to be able to do everything from checking in at a venue’s automated kiosk to ordering room service with a digital device instead of standing in queues and moving around the hotel premises to order food.

Cloud services Being able to provide entertainment on tap and mobile content has led to the trend of hotels investing in cloud services. While hotels want to be able to offer digital content, they don’t necessarily want to invest in IT infrastructure and IT staff, making cloud computing the ideal solution.

Feedback on social media Technology has infiltrated almost every aspect of our lives and hotel developers need to realise that almost any person checking in at a hotel, resort, spa or lodge, will have a smartphone in their pockets.

Converged LANs to support multiple services Converged local area networks (LANs) will also help hotels to create more intelligent buildings. A variety of computer-based building services can be automated in order to control lighting, refrigeration, air-conditioning and heating. Besides reducing energy consumption, converged LANs can also be set up to provide a smarter, more personal experience. If a guest is known to prefer his or her room temperature at 18°C with the lights dimmed to 65%, for example, this can be programmed before the guest checks in at the hotel.

Integrated, seamless experiences Technology doesn’t mean that customer experience can only happen online and through devices, check-ins and online comments. All of these experiences need to be part of an integrated, dynamic system so that the guests’ experiences are at the forefront of the marketing and  operational team’s mind.

Marketing, management and hotel developers can no longer work in silos and these technology trends are giving them the opportunities, tools and solutions they need to create memorable experiences that can lead to positive change and growth in the industry.

Systems that track the other qualities that make each human unique are in development as well.

here are some systems being explored that can allegedly sniff someone, and also systems that can recognize the pattern of blood veins on a human being which are apparently unique to the individual,

new thing is contact-less Smartcards and RFID (Radio Frequency Identification) cards that need just be waved to allow room access.

Kimpton's 190-room Nine Zero Hotel in Boston was the first hotel to install a biometric iris scanner back in 2004

we navigate hotels is set to change in the blink of an eye. Or the swipe of a cellphone. Or the print of a finger. With futuristic systems like scent and iris scanners and digital facial-recognition, hotel security is being taken to the next level. #plain_module { width: 590px; height:170px; border: none; float:left; margin:0px; font-size:12px;} #plain_module img {border:none; width: 13px; height:14; border: 0px; margin:0px; } #plain_module .mini_main { margin: 0px; padding:0px; width:585px; height:220px; repeat scroll 0 0} #plain_module .mini_item_header {padding:10px 0px; margin: 0px 0px; font-size:16px; color: #555555; border-bottom:1px dotted #CCCCCC;} #plain_module .mini_item {padding:5px 0px; margin: 0px 0px;} #plain_module a { color: #49A3CA; text-decoration:none; } #plain_module a:hover { color: #F98419; text-decoration:underline;} span.gray {color:#949494;} .mini_main li{list-style-type: none;background-image: url(http://www.aolcdn.com/travel/bullet);background-repeat: no-repeat;background-position: 0 1px;padding-left: 10px;}

Nevertheless, these well-accepted attributes of HR have been challenged in the past few years, as several indicators reflect fundamental changes within the HR function,

although little has changed in this function over the past decades, there are growing expectations that HR will improve corporate competitive advantages by adding real measurable value to the organization.

The apparent difficulties in upgrading HR to a strategic position in organizations result in missed opportunities especially in hospitality and tourism, where the human capital has substantive potential to improve the competitive advantage of enterprises, particularly due to the growing competitiveness of the industry, as well as the centrality of the human element in the delivery of hospitality products and services

The second change in contemporary HR which, interestingly, is closely related to the previous one, is the growing trend of incorporating advanced information technology (IT) in HR practices.

There is extensive evidence to the growing transfer of HR functions to digital formats, as can be seen in the growing popularity of human resource information systems (HRIS) among organizations. HRIS is currently perceived as one of the important factors influencing the role of the HR function, as well as the workplace as a whole. Although in many aspects, technology remains under-utilized in HR functions (Jones and Hoell, 2005), recently its effects have begun to be evident in many organizational aspects,

Furthermore, it is widely argued that the adoption of HRIS is likely to promote HR to the awaited position of strategic partner in the organization. The main reason for this is that by using HRIS, HR professionals can improve their performance by gaining better knowledge of the organization and its employees, thus facilitate participation in strategic planning and implementation. In addition, by improving the efficiency and effectiveness of the HR day-to-day administrative tasks, HRIS allows the HR staff to dedicate more time to strategic decision making and planning, which consequently provides more value to the organization to enhance its position within it

modern HRIS make optimal use of internet and web capabilities for performing their tasks

successful HRIS support the planning and implementation of managerial key processes in the organization, such as executive decision making, technology selection, interdepartmental integration, and organizational reporting structures.

Intranet-based employee self-service (ESS) provides employees direct access, mainly through a web browser but also through a centralized kiosk, to personal HR-related information. Thus, the employees can individually handle transactions that used to be carried out by HR personnel,

Both MSS and ESS create a trend of delegation of responsibilities and activities that were once considered to be the domain of HR professionals and administrative personnel, directly to employees and managers

HRIS was seen mostly as a special form of office automation systems, the emphasis being on reducing costs and staff while making the standard HR tasks more efficient

In addition, in today's workplace the HR tasks have become more complex, along with organizational trends such as globalization, consolidations, strategic partnerships, and greater than ever governmental and regulatory reporting requirements for employees.

Therefore, from the administrative perspective, by providing powerful computing capabilities, HRIS are changing and improving procedures and processes that were carried out less efficiently before,

the automation of routine transactions provides HR professionals with time to perform strategic functions related to the human capital

HRIS allow the firm to be proactive in HR planning, by giving managers a constant flow of employee information

since HRIS can significantly improve the way employees and managers communicate with each other through various communication channels, this improves the flow of information and expertise throughout the organization, thereby enhancing the firms' strategic capabilities

Another prominent perceived characteristic of the HR function has been its reliance on relatively low-tech methods in implementing its tasks

Although HRIS can provide both administrative and strategic advantages, it should be noted from the onset that they are usually expensive systems to purchase and implement. Designing and implementing customized HRIS, adapted to the specific needs of the organization, will significantly enhance its functionality, but will result in increased software and hardware costs, as well as time-to-deployment

the initial costs of developing such HRIS are high,

In order to reduce the costs of HRIS, an organization can purchase off-the-shelf applications composed of HR database programs, aimed at meeting the general needs of HR functions

These findings point to the vital need of the HR function to provide evidence of the effectiveness of HRIS, for the purpose of attaining the executive management support for the change.

for a successful implementation of HRIS, it is no less important to obtain the support of managers and employees in the organization. Although modern HRIS offer clear advantages to managers, through the use of MSS, for better management of their staff, the implementation of such systems is likely to be followed by a certain level of resentment on the part of the managers. Since MSS transfer the responsibility of performing employee HR-related transactions from the HR staff to the direct managers, many of them are frustrated since they feel that additional administrative tasks are being imposed on them

Another relatively common problem, concerning both the implementation and the flowing management of HRIS, is the question of who is in charge of the system. Since the successful development of HRIS requires the input of both the IT and the HR departments, it is not uncommon for disputes over areas of responsibility to break out between these departments.

Other territorial conflicts around HRIS may arise when departments feel that the system expropriates some of its authorities; for example, the payroll department might resist HRIS that combines payroll functions. A possible solution to such a problem can be the establishment of cross-functional teams that run HRIS projects

the implementation of HRIS raises both ethical and legal issues that need to be addressed by the organization. First, the use of relational database technology provides access to more detailed employee information than ever before.

Second, HRIS usually contain private information on the employees, while the access to this information is often allowed to employees outside HR, as well. As a result, some employees feel that their private lives are not protected adequately.

The hospitality industry is characterized by a higher turnover rate than other sectors of the economy

Traditionally, HR in organizations has utilized low-tech methods in recruitment.

Internet recruiting benefits both the organization and the job seeker's perspectives (Pearce and Tuten, 2001; Singh and Finn, 2003). The benefits to the recruiters include: Cost savings, as it is significantly cheaper to advertise on the internet than in a newspaper. Compared to the use of professional search firms (also known as headhunters) the amounts saved are even higher. Recruiters generally receive more applications, which results in a greater pool of candidates from which to choose. Recruiters may receive applications faster, often even on the same day a position is announced. Improved ability to target a specific audience, thereby decreasing future turnover. Time saving, as more unqualified or unfit applicants can be eliminated, through online contact, in the initial phases of the recruitment process.

On the other hand, internet recruitment is not without limitations.

Once the recruitment process has ensured a large pool of applicants to choose from, the next phase is to select the most suitable candidates.

Traditionally, these selection methods involve the visit of the candidate to the organization or, to a lesser degree, to an assessment center, for interviewing, pen-and-paper testing, or situational testing, including group dynamics.

The use of advanced technology allows the selection process to complete the widespread online recruitment methods.

Nevertheless, the main impact of technology in selection procedures is in relation to employee interviewing and testing.

Anderson (2003) broadly described the prominent technology-based selection procedures, along with an assessment of their acceptance and effectiveness.

Adequate training is essential in providing quality services, yet traditionally hospitality organizations have not invested adequate resources in training their employees (Conrade et al., 1994). Most of the knowledge and skills of hospitality employees is transferred through on-the-job training,

However, as noted by Collins (2004), delivery of organized and structured training programs in the hospitality industry is a constant challenge, mainly because of the size and geographical dispersion of the workforce, as well as the extensive resources – financial, work, and time – needed to establish in-house training programs.

Although technology-based training methods have been available for a long time, the hospitality industry has usually lagged behind other sectors in adopting them.

Web-based training (WBT) can deliver courses nationwide or worldwide at all time zones to any connected computer, and is easy to update and monitor.

Effective performance evaluation plays a critical role in the successful implementation of organizational strategy and in gaining a competitive advantage. Therefore, in addition to important HR decisions that greatly rely on performance evaluation, such as promotions, outplacements, dismissals, many organizations link performance to compensations and rewards. As noted by Bowley and Link (2005), a performance-based compensation plan, often known as “pay-per-performance,” should reflect the organization's goals.

the traditional methods, based on a disconnected blend of discrete applications, spreadsheet programs and paper-based systems, to communicate goals, track employee performance and manage compensation, are insufficient in the contemporary challenges of linking performance evaluation to organizational strategy (Bowley and Link, 2005). Yet, although sophisticated HRIS were developed to meet these contemporary challenges, Ensher et al. (2002) found little effect of HRIS on the process of performance management among HR executives, who still rely on paper-and-pencil administration and hard copy documentation of employee evaluation.

Nevertheless, CPM has drawbacks that are highly relevant to a service industry such as the hospitality industry (Miller, 2003). The main concern that CPM raises is that reliance only on quantitative criteria is likely to lead to the neglect of more qualitative aspects of performance.

Consequently, an effective CPM must be followed by the establishment of an employee development plan, designed in collaboration with his/her supervisor. The second application of technology in appraisal management is online evaluation and appraisal software (Miller, 2003). In contrast to the aforementioned CPM, in these cases technology facilitates delivering performance feedback, rather than generating the actual evaluation outcome.

360° feedback,

In addition, evaluation software packages can be used as stand-alone applications or as an integral part of the organization's HRIS, which offers computerized standard evaluation forms. The use of user-friendly software in evaluating employees allows managers to focus more on the contents of the evaluation, rather than on the forms.

Therefore, the use of computer software programs allows better coping with these challenges, while saving time and money.

While the organization enjoys the reduced need for complex bureaucracy, the employees enjoy better control and enhanced anonymity, as there is no need for dealing directly with HR staff on personal financial matters.

The use of HRIS has significant impact on the current affairs between the management and the employees, as well as the characteristics and the environment of the contemporary workplace. From the administrative perspective, through the HRIS the managers and the employees have access to relevant information on employee work rules, policies, and regulations on issues like privacy, illegal discrimination, and work diversity. In addition, the HRIS can assist discharged or displaced employees in finding alternative employment, by providing links to career counselors, training programs, and information, all of which are required for a successful and effective job search

technology has changed the nature of the workplace and employer-employee relations more fundamentally than just providing more accessible information.

Traditional e-commerce technology provides product/service, promotion, placement, and pricing strategic initiatives to external constituents through the use of extranet platforms merged with intranets (for instance, customer relationship management). HRIS technology provides the same initiatives through the use of intranets merged with extranet platforms (for example, recruitment). Thus, HRIS technology may be considered to represent internal e-commerce systems, which are crucial to the alignment of HR functions within strategic initiatives aimed at sustainable competitive advantages.

The evolution of HRIS platforms provides a range of tools for use by enhancing employee-employer relationships. The full service range of HRIS functions brings human capital closer to the strategic direction of the organization.

However, the technology is merely a tool that may enhance strategic alignment.

There is also evidence from the literature that a disengagement of the HR function from strategic initiatives exist in many hospitality enterprises.

It is common knowledge that the hospitality industry is labor intensive with many points of intimate service interactions of long duration. HR will produce sustainable competitive advantages for those firms that include the HR function in a united strategic direction.

The literature identifies the advantages of aligned human capital as a means to accomplishing sustainable competitive advantage for enterprises.

There are some really exciting mobile apps out there, which can do exactly the same thing straight from the delegates’ mobile phones. So there is no need to hand out and then collect chunky and old fashioned hand-held devices which will cost you a fortune if you fail to return them all to the supplier.

Be selective though, and make sure the mobile app you choose to use works for the purpose of your event.

And  while technology means that the process of event management in many aspects can be speeded up considerably, event management remains a very time consuming hands-on profession.

easy to summon service in “non-F&B” areas

The card data is processed only by the payment gateway to/from the acquiring bank and only the final transaction approval code is passed to the POS, without the card data

The hotel F&B space continues to show growth, with overall consumer spending increasing 4.9 percent in 2017 and showing a robust 5.5-percent annual growth since 2011

associated mobile apps have the potential to increase top-line [food-and-beverage] sales in hotels by 5 [percent] to 10 percent without significant costs

hotel food-and-beverage revenue per occupied room increased 1.6 percent during 2017. F&B RevPOR reached $105.56, up from $103.93 in 2016, according to STR.

POS vendors have moved away from storing card data on their application and network. Many vendors no longer pass through or process any card data on their POS systems. Rather, they link and integrate to certified payment gateways. Payment devices are encrypted and secured, and client card data is always encrypted and totally separated from the POS terminal.

Technology is allowing for an extreme and pronounced change in point-of-sale systems

Mobile POS provides several benefits for hotels and guests alike. With mobile POS, the speed of service is dramatically increased because the staff can bring mobile ordering directly to guests, anywhere on property

“Hotels can spend millions of dollars on a remodel but if they don’t have the right point of experience, it can still result in a one- or two-star rating,” he said.

Mobile is now

Hinojosa said

with

they are the face of the property

u recognize them and are honored they are here with you again.”

“Whenever a guest is seated in the lobby and wants a take-away coffee, they can order one and not only when a staff member notices the guest in a restaurant,

While there is interest in the potential of AI and chatbots for roomservice and self-service ordering, these are not yet ready for a widespread rollout at this time, Wisell said.  

“Data scientists can be used in the back of the house on the kitchen side, too—optimizing the production line,” he said. “Looking at the analytics behind the performance will reduce the wait times in the front of the house.”

hotels don’t want to cross the line into creepy.

One of the key elements of this research involves the “user friendliness” of the system.

Technologies used at Marriott Hotel Company website Point Of Sale-Micros Property Management System-Opera Central Reservation System-Marsha SAP for accounting and Payroll Fire Panel Door locks CCTV Blue Cube -Time Clock (Employee attendance) Cetral Reservation System

Professionals want the latest technology at their fingertips, from fax machines to Internet services

The new system has enabled the IHG group for excellent quality control.  In this respect, IHG claims that they are able to obtain high quality products at low costs via the Internet.

Marriott’s early commitment to high-performance processing, scalable storage and business continuity made the transition to an integrated reservations/Web solution error-free.

Now is the time for hospitality companies to take advantage of the opportunities available in creating a new value added customized online travel shopping experience for customers.

This travel bot will create a custom experience that suits the particular customer needs offering a range of services including hotel rooms, restaurant tables, airline seats, and rental cars.

However, there is still much room for improvement in speed, reliability, and adaptation to new technologies

If data is managed properly, the technology can assist hoteliers and restaurateurs in projecting the lifetime value of guests, creating increased loyalty, resulting in an increase in market share. 

digitalization of hotels also includes introduction of advanced solutions for analytics and security.

Digital security systems can not only track the slightest disturbance of the public peace, but also provide additional information.

At present day, it is too early to assess the effectiveness of some recent innovations, that are related mostly to the hotel's image and attract customers.

The main trends in the use of modern technologies in hospitality industry in the conditions of digitalization of the economy are presented in figure 1.

The main disadvantages of traditional technologies include the following: local server requires regular maintenance from the system administrator; access to database is restricted by local network facilities; connection speed is limited by the speed of a local provider and divided among all who are drawn to the sever database

Artificial intelligence plays an equally important role in improving the efficiency of public catering enterprises.

Use of artificial intelligence also allows to analyze the work of the restaurant, and to detect violations of rules by the staff via control of bills, number of the discount card uses, as well as the number of cancellations and deletions of checks.

The issue of privacy that characterizes traditional tourism industry is also addressed through blockchain technology, minimizing exposure to sensitive data in the face of existing problems with cyber attacks and fraud in traditional financial services.

if the concept of hospitality industry enterprise changes, it is possible to change the composition of paid licenses.

Almost all companies in hospitality industry have started to think about using chatbots to solve specific business problems [9].

One of the ways to get competitive advantages for accommodation facilities is to invest and use new technologies. In this regard, augmented reality is the most promising technology for the modern tourism industry. its development and application can increase the competitiveness of destinations.

Augmented reality can be used to interact with guests before, during, and after their stay.

Augmented reality technologies can be used to stimulate travel purchases (the effect of being present in a hotel room, as well as demonstrating the environment and local services using a virtual reality headset). Also, virtual and augmented reality, including those with tactile sensations, can be implemented by digital concierges to issue recommendations to the client on various issues and types of recreation

The API allows one hotel technology system to automatically (i.e., without the participation of hotel employees) interact with another technology system and gain access to its functionality.

The largest companies develop APIs for clients or internal use at some stage.

The main point of switching to outsourcing is to optimize the company's costs while significantly improving the quality of services provided. The main criteria for outsourcing are the lack of competitive advantages and not the strategic position of this operation or function for the company

With the help of speech Analytics tools, specialists can work with 100% of requests. To do this, all dialogues are translated into text and analyzed using a special system.

Based on this analysis, you can develop a change program for existing procedures and processes and optimize self-service systems (personal account, website).

The result of the introduction of innovative speech analytics technologies will be an increase in sales efficiency, an increase in loyalty and customer satisfaction, a reduction in service costs without loss of quality, and behavioral analytics.

Currently, biometrics can already be used to identify and confirm the client's identity. Face scanning technologies when registering with the service.

Analysts predict that the international market for biometric solutions for the hotel sector will grow exponentially in the coming years. Biometrics, as the most reliable and accurate authentication system, can provide real-time information about employees and their use of their working time.

The result of using this technology is payment without wallets and Bank cards, increasing the speed of customer service, and a high level of security.

In 2018, Amazon presented a special version of the voice assistant for hotels — Alexa for Hospitality, which is currently being tested in Marriott hotels.

At the same time, the use of Echo speakers in hotels raises concerns about the privacy of personal data. Amazon claims that audio recordings of the guest's voice commands will be deleted every day, and the hotel administration will not have access to both request records and response records.

IT outsourcing is the transfer to a third-party contractor (outsourcer) of all or part of the functions for servicing the organization's information needs. Currently, this technology is becoming increasingly common in the hospitality industry.

The result of the analysis of cash transactions is a regular analysis and detailing of violations, categorization of violations, development of measures to counter violations, training of personnel [13].

The main problems of implementing information technologies in the hospitality and tourism industry include the high cost of these developments, the duration of staff training processes, and the adaptation of the built system of business processes of enterprises.

The problem is also the difficulty of attracting investment in the hotel business

Another problem with the introduction of information technology in the hotel business is the lack of relevance of regulatory documents and legal barriers to the introduction of innovations

In addition, the introduction of modern information technologies in the hospitality industry is complicated by the level of technical and technological complexity of implementation projects.

nformation technologies are improving at a rapid pace

In the leading Russian hotels that are part of the global hotel chains, the work is fully automated, technological, and has its own computer and Internet services. Such hotels already have a successful experience in implementing modern information technologies.

Customers of the hospitality industry already have a lot of experience in using mobile devices.

Digital marketing is becoming a key channel of communication between the hotel and the network. At the same time, only the implementation of continuous data collection, processing, analysis and aggregation tasks will allow the management of hospitality enterprises to achieve one of their main goals - to better understand their customers and interact with them.

Near field communication (NFC) technology is the next-generation short-range high frequency wireless communication technology that gives users the ability to exchange data between devices.

Retina scanning is even more accurate and secure

Cloud computing is becoming the norm and we will continue to see hotel groups replacing their legacy IT infrastructure with cloud solutions.

Installing and maintaining a hotel-wide wireless network may be coupled with costs, but many leading hotel groups have started to install high density Wi-Fi and started to offer in-building mobile phone coverage as guests have come to expect these services during their stay (not only for themselves, but also for their guests if they are hosting a conference or function at the hotel).

While the amount of AV and digital equipment that goes into a typical conference room is fairly minimal, staging companies are often hired for various projects in order to equip the facility as required.

Guests want to be able to do everything from checking in at a venue’s automated kiosk to ordering room service with a digital device instead of standing in queues and moving around the hotel premises to order food.

investing in a check-in/cocierge app requires a small initial investment and can lead to greater efficiency and savings as hotel staff are able to focus on customer service and property developers don’t have to create large static reception desks at each entrance and hotel location.

can transfer data at up to 424 kbits/second and the communication is enabled when two devices touch each other, which makes mobile payments (by touching the smart phone to a credit card) an instant, secure process.

this technology could also be used to track loyalty points from a guest’s use of the conference facilities or room service.

Infrared scanners are now also used to minimise disruptions relating to housekeeping (which is a common complaint from customers).

All of these experiences need to be part of an integrated, dynamic system so that the guests’ experiences are at the forefront of the marketing and operational team’s mind.

Starwood (owner of the Sheraton, Weston and “W” hotel chains) has already upgraded 30,000 room locks across 150 hotels with this system and Hilton will be implementing a similar system at 10 of their US properties this year. In 2016, they will be deploying the smart room key technology globally.

This technology will mean that guests don’t have to worry about picking up keys and front desk staff won’t have to issue new keys in the event that a guest loses their room key.

The hotel room’s television, radio and clock are taking a backseat as travellers use their own technology to keep themselves entertained.

Many companies in the hospitality industry are already using social media to their advantage as guests check-in on location-based social media apps, tweet about their experience on Twitter and share their holiday photos with friends and followers on Instagram and Facebook.

his shift has led to many hotel and leisure groups developing active social media monitoring and communication strategies in order to stay on top of what’s being said about them online

Hotels will increasingly install smart room access systems that allow guests to unlock their doors by simply swiping their phones across a keyless pad on the door.

computers no longer see Wi-Fi as a perk, but as a must-have when they check in at a hotel.

computers no longer see Wi-Fi as a perk, but as a must-have when they check in at a hotel.

he hospitality industry is also one known for producing exorbitant amounts of waste.

In order to make more green, here are some of the tactics within the headlines of late that are being used to keep up with the sustainable practices to woo this generation, and those others to come.

Thanks to technology, hotels have been making strides to becoming more environmentally friendly without breaking the bank.

For example, more LED lighting throughout their facilities with sensors can help keep costs down while reducing energy waste.

Through the use of an intelligent camera, smart scales and AI-based smart meter technology, Winnow Vision analyses ingredients during food preparation, as well as plates returned to the kitchen, to assess which food items are most wasted and in what quantities.

Cruises Also Taking a Stand with Tech

the cruise line is implementing technology to help reduce its ecological impact including clean LNG as fuel on its new ships, installing an Advanced Emission Purification system on most of its fleet, making progress with its program to eliminate single-use plastics, and is increasing its number of ships that are zero landfill capable

Hotels Continue to Innovate

According to the American Hotel & Lodging Association (AHLA) trend survey released earlier this year, supporting sustainable initiatives remains important to the lodging industry as a whole.

This tells us that hotels need to continue to innovate and the future of technology in hospitality has to be green, or those brands that do not adopt to these emerging standards face being left behind.