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kbroo026

In trust we must trust, Travelport research. - Document - Gale OneFile: Hospitality and... - 0 views

go-gale-com.ezproxy.fiu.edu/...retrieve.do

hospitality data privacy research Travelport

shared by kbroo026 on 21 Feb 22 - No Cached
  • "The travel industry needs to sharpen its focus on trust,"
  • four trust gaps
  • PRICE TRANSPARENCY
  • ...10 more annotations...
  • the two most important factors in building consumer trust in travel agencies and travel suppliers
  • are having 'no hidden costs'
  • DATA PRIVACY
  • "To put it into context, having no hidden costs is a full 16 per cent more influential on trust than an airline's long-term safety record.
  • COVID-19 HEALTH & SAFETY
  • What we learned from the study, however, is that travel suppliers and agencies will benefit from being clearer in their communication on certain measures, like social distancing."
  • and 'fully flexible or refundable products'
  • travellers said they are most comfortable with companies using data that they have actively shared with them through one-to-one conversations (46 per cent), past booking behaviour (46 per cent) and loyalty activity (44 per cent).
  • INFORMATION CREDIBILITY
  • the most trusted sources of travel-related information that travellers use when researching a trip are those perceived to have aligned interests: friends and family (67 per cent) and review websites (50 per cent).
  • kbroo026 on 21 Feb 22
     
    Travelport's recent survey found four trust gaps that exist between the travel industry and its consumers. One of those is data privacy, with only 40% of travelers currently trusting companies to responsibly use their data. While the majority of consumers are still not comfortable with companies using any shared data, they are most comfortable with them using data that was sourced from the company and not acquired from external companies or mining.
georgemacintyre

Robot Delivery Service Coco Opens With Austin Restaurants - Eater Austin - 0 views

austin.eater.com/...rvice-opens-austin-restaurants

shared by georgemacintyre on 27 Feb 22 - No Cached
  • Los Angeles-based robot delivery service Coco made its way into Austin this month.
  • Vaquero Taquero, Arpeggio Grill, Bambo Bistro, Clay Pit, DeSano Pizzeria, Tuk Tuk Thai, and Aviator Pizza.
  • robots, which will be controlled remotely, will make deliveries in the South Lamar, South Congress, general South Austin, downtown, North, North Loop, and Domain areas.
  • ...1 more annotation...
  • food delivery service company Refraction AI debuted its robots with Southside Flying Pizza.
  • georgemacintyre on 27 Feb 22
     
    The company Coco uses robots to deliver food to customers. In the world we live in today food delivery is bigger than ever. Coco uses robot delivery rather than using humans driving cars. This is a relatively new technology and is something that has just recently been adopted by restaurants in Austin, TX.
naxiang2001

The disruptive mobile wallet in the hospitality industry: An extended mobile technology... - 1 views

shared by naxiang2001 on 14 Mar 22 - No Cached
  • Just like a physical wallet, a m-wallet can store credit card numbers, electronic cash, owner identity, information of contact, billing or shipping details and other information
  • Also, owing to the COVID-19 pandemic that demands everyone to practice a “new normal”, m-wallet is encouraged over cash in making payments to avoid infection [
  • . Under this sampling technique and similar to the past literature on m-payment, only participants who have used a m-wallet in the past 12 months were selected
  • naxiang2001 on 14 Mar 22
     
    This paper discusses the increasing usage of the mobile wallet in restaurants and how this technology is changing how restaurants operate. The main disruption the mobile wallet is causing are challenges for smaller restaurants to remain competitive without offering mobile payment options. Larger franchises have easier access to funds necessary to make the switch while smaller operations struggle to fund needed technological upgrades. In addition to this, while many find offering mobile payment options to be a competitive advantage, this paper has shown that people rarely exclusively use mobile payment methods as most continue to also use physical cards and even cash. This makes it difficult for many managers to justify the expenditure on mobile payment systems because while lacking them may make your competitors that do more appealing, acquiring mobile payment methods may not actually increase your customer base at all.
matthewpadillaes

Better tech and decision-making are hotel trends to watch for in 2022 | PhocusWire - 0 views

www.phocuswire.com/ustry-trends-to-watch-for-2022

tech hotel trends

shared by matthewpadillaes on 18 Mar 22 - No Cached
  • This dynamic is one of the key factors that has required a change in the way hotels operate. Hoteliers have had to find the most efficient way to run leaner and sometimes less knowledgeable teams, as well as using smart ways to onboard and train up newcomers.
  • As the pandemic continues, we expect that many hotels will be forced to re-examine their tech stack and could end up directing a large proportion of their focus and investment towards adjusting and simplifying their hotel operations technology over the next year.
  • Another consequence of pandemic cost cutting has been reducing in-house tech teams so in this environment, where there is minimal tech support and a great deal of newcomers to the industry, operations technology has to be intuitive to use, fast to roll out and it must add value quickly upon installation.
  • ...2 more annotations...
  • Hoteliers need to be able to make the best decisions for their operations and guests which are based on real-time insights and data. When it comes to groups and multiple property hotels, hoteliers want to ensure consistency of brand across departments and properties, something that guests are expecting more than ever during COVID-19.
  • Housekeeping teams and those working in hotel operations have faced one of the most challenging times in their industry and have adapted at incredible speed, so it is important to take note of this and celebrate your team. That way hotels can help create a new generation of loyal and motivated hotel staff.
  • matthewpadillaes on 18 Mar 22
     
    As the pandemic continues to create changes in the world hotel management are forced to adapt to new ways to make better decision-making abilities for the future of their establishment. One factor is retaining staff and attracting new groups as some hotels face labor shortages. 2022 has the potential to be a great year for the hotel industry as we continue to take the pandemic in our stride.
ortiz004

Disruptive Innovation - 0 views

This article about disruptive innovation explains how the global pandemic COVID-19 affected the global economy with widespread lockdowns businesses had to change the way people work. As a result, t...

started by ortiz004 on 12 May 22 no follow-up yet
mmoutsatsos

Digital Transformation in the Hospitality Industry | Boston Hospitality Review - 0 views

www.bu.edu/...on-in-the-hospitality-industry

hospitality software technology

shared by mmoutsatsos on 31 Jan 22 - No Cached
  • We are now experiencing the fourth industrial revolution, a period marked by emerging technologies such as artificial intelligence, robotics, virtual reality, the Internet of Things, and fifth-generation wireless technology.
  • The recent Covid-19 pandemic has accelerated this digital transformation resulting in a widening technology-mediated customer experience.
  • The core interactive and communicative features differentiate service robots from other self-service machines, which result in unprecedented human-technology interactions in the hospitality industry.
  • ...46 more annotations...
  • Service robots are “system-based autonomous and adaptable interfaces that interact, communicate, and deliver service to an organization’s customer” (Wirtz et al., 2018, p. 109).
  • he service production process, disinfection robots, which emit UV light to kill viruses and bacteria, were announced to be used in airports and hotels worldwide to ensure a safe and clean environment (Greg, 2020).
  • The robots drive around autonomously in high-touch public areas and select rooms at the hotel, removing all airborne viruses and bacteria. As an extension of the hotel’s “SmartStaySafety” operation, the use of UVD robots not only provides a safe environment but also assures guests that they are being protected. 
  • In
  • Service robots are still novel in hospitality. Their ability to cope with unexpected, dynamic conditions remains to be fully explored.
  • service robots can effectively respond and interact with guests, even in multiple languages. 
  • While robots make significant contributions to operational efficiency, they also raise concerns.
  • the service delivery process, service robots assist frontline staff in a sequence of service encounters. For instance, the robot concierges assist employees with guest greetings upon arrival, transporting luggage, guiding guests, and delivering room service.
  • If guests do not follow the pre-set route, service robots may fail to respond, which can lead to a service failure.
  • AI-powered online chatbots are also employed to provide swift answers to customers via live chats.
  • provide customers with immediate responses 24 hours a day, significantly improving customer engagement.
  • customers believed VR simulations would be the best tool for hospitality operators to create a compelling customer experience.
  • VR can make a huge difference in a customer’s booking stage.
  • The current applications of AR in hospitality are largely for entertainment and practical purposes.
  • VR application is the virtual tour video,
  • This not only offers customers a chance to experience prior to booking, but also allows the hospitality business to benefit from the “try before you buy” marketing strategy. 
  • Unlike VR, which puts customers in a completely virtual environment, augmented reality (AR) is about enhancing the physical environment and the experience of exploring one’s surroundings in real-time.
  • Through the digitally accommodated environment, customers can have a much clearer sense of what they are expecting, thus attracting more prospective customers.
  • One example is the Best Western Hotel Group’s experiment with AR and Disney stars.
  • Another application of AR is indoor navigation
  • Internet of Things (IoT) refers to “an ever-growing network of connected devices which communicate with a central server as well as with each other” (Car et al., 2019, p. 163).
  • IoT can collect customers’ preferences for in-room features, and the data can then be used to customize the room settings for their next stay.
  • These allow customers to control or monitor their devices from a central server, such as a mobile phone or a tablet. 
  • For example, customers can use their mobile phones for self-check-in and check-out.
  • Rooms also become “smart” with the help of IoT, which is also called the “connected room” at Hilton hotels.
  • Customers can also use voice-controlled assistants, for example, the Amazon Alexa, to control those in-room features, and order food or drinks, which can be delivered by autonomous delivery robots.
  • In addition, devices, such as luggage carts with GPS function and sensors in the parking lot, can help customers to locate their luggage and cars. Thus, IoT helps improve service processes and makes customer experiences smoother.
  • It obtains real-time data through continuous tracking from various devices, as well as a collection of customer information that was previously unavailable, such as preferences, routines, and habits (Marek & Woźniczka, 2017).
  • there are several emerging issues that hospitality practitioners must take into consideration when embracing digital technologies, which include security, privacy, costs, and human touch in hospitality. 
  • IoT with locational information can send real-time personalized recommendations to customers based on their stored preferences.
  • IoT provides integrated services, such as automated door locks, light switches, electric blinds, and voice-assistant devices, which are connected on a network.
  • Security is a fundamental issue in digital transformation in any industry, including hospitality.
  • Also, t
  • he broad connection of various devices brings vulnerability to digital networks.
  • Thus,
  • hospitality managers must prepare for security implications of digital transformation, which can be accomplished by adopting high-security technologies to reduce software vulnerabilities, building resources to mitigate risk of cyber-attacks, and training employees on cyber-attack prevention.
  • Privacy is another important factor as highly personalized services rely on storing and tracking customer preferences and behavior through digital technologies.
  • a transparent, strict, and clear privacy policy clarifying what data can be collected and shared, and who can own the data, is necessary.
  • Another challenge is associated with the high costs of employing these digital technologies.
  • For small businesses, using digital technologies in their daily operations may require significant upfront investments.
  • it is becoming critical for hospitality businesses to consider what digital technologies would most benefit their business.
  • for small hospitality businesses, they need to prioritize what works best for them when adopting digital technologies.
  • the paradox between digital convenience and in-person experience.
  • hospitality, particularly in fine dining restaurants, customer-staff interaction is highly valued by customers.
  • it is important for hospitality businesses to strike a balance between digital convenience and in-person experiences
  • Key considerations include judging what services cannot be replaced by digital tools, preservation of the choice for customers to decide between digital or human services to maximize customer experience, and incorporation of interactive digital features in the process.
  • mmoutsatsos on 31 Jan 22
     
    This article talks about the current applications of 3 innovative technologies and how they are used in the hospitality industry.
bingkunwu

Impact of AI and robotics in the tourism sector: a critical insight - 1 views

www.emerald.com/...html

technology Robots Artificial Intelligence Chatbots Machine Learning Human-Robot-Interaction hospitality

shared by bingkunwu on 08 Nov 22 - No Cached
  • bingkunwu on 08 Nov 22
     
    Technology has amassed influence in different and dynamic sectors of the economy. Tourism has become the following field that Artificial Intelligence and robotics seem to merge their roles and optimize service and customer experience to evade any current challenges and change the sector. Through a systematic review of AI and robotics as emerging study designs in tourism, radical complementary dimensions to the future of tourism prompt a proactive strategy to make travel arraignments simpler, customized, automated and insightful. As AI allows continuous learning for machines, the introspective field will monetize such knowledge to learn about travellers' behaviours and interests to inclined personal experience. Tourism marketing needs a positive and improved change that will undoubtedly venture into a safe world from the infective Covid-19 pandemic and enhance expertise in applying Robotics and AI. The infrastructure of tourism as a sector with destinations, hotels, and travelling will be endowing the use of AI to prompt it to surpass human performance. Through AI, a wide range of information will be collected, stored and utilized to calibrate the center of satisfaction in the experience shared. Devices such as Virtual Reality, Facial recognition, Chatbots, Google maps, robots, and language translators are set to give the first experience in regulating destinations and facilities and optimizing services within the sector.
blope130

The Next 100 Years: Innovators and Disruptors Shaping the Future of Hospitality | Corne... - 1 views

business.cornell.edu/...ping-the-future-of-hospitality

technology travel hospitality

shared by blope130 on 28 Aug 22 - No Cached
  • Whereas innovators develop “new products, processes, or business models to create value for customers or employees, “disruptors,” according to Professor Kim, take it a step further by “significantly [changing] how the industry works.”
  • Kim noted that while disruptors often “seem threatening,” most of them actually fail—it’s more important for incumbent companies to play to their strengths than to try and expand into every avenue.
  • shellyelisee on 28 Aug 22
     
    The article highlights major points of the next one hundred years for disruptors and innovators in the hospitality industry during a keynote webinar among female leaders at Cornell Nolan School of Business. According to one of the keynote speakers, Professor Kim, there is a difference between innovator and disruptor. Innovators create "new products, processes, or business models to create value for customers or employees," while disruptors "significantly change how the industry works". We are all aware of the major disruptor to the hotel industry which is Airbnb; however, according to the article, there are other disruptors such as CitizenM, a modular hotel company and Sonder, a short-term rental company. However, these disruptors should not be seen as competition because most start-ups actually fail. Hotels should rather make space for the disruptors and focus on enhancing on their companies' strengths. It is recommended that hotels formalize specialized teams that can create new products to build on the hotel's strengths. Personally, I believe that it is possible for smaller hotels to work in partnership with local Airbnbs. To do this, they can offer a specialized program with reputable Airbnb owners to offer their place as a recommendation with the same hotel perks if the hotel is fully booked. In this way, the hotel can take a percentage of profits rather than losing all profits to another hotel. Nonetheless, the implementation of cell phones is a driving force for innovation and disruption in the hospitality industry creating more convenience for guests. Furthermore, the COVID-19 pandemic is still driving innovation such as contactless technology, work from home arrangements, Virtual reality and Metaverse. In conclusion, the panelists commented that future disruptions are unpredictable, and companies must look at both smaller and larger companies for changes.
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