Disruption Drives the Hospitality Industry to Innovation - Hotel Business - 0 views
www.hotelbusiness.com/itality-industry-to-innovation
hospitality innovation automation hotel smartphone
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As the industry looks to rebound, hotel owners, in particular, are introducing new solutions and services to entice guests, including embracing automation, a once taboo term in an industry used to thinking of service in a very human-centric way. From robot concierges to new marketing strategies, hotel owners are changing the norm to address social distancing measures and lingering travel concerns.
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the industry must completely re-evaluate and adjust operations to reduce potential touchpoints, and automation is a crucial component at this time.
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The entire check-in process can now be done through a smartphone, minimizing staff interactions and reducing exposure to a crowded lobby. Guests can check-in with a single touch and enter their room in minutes without even requiring a physical key card.
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For an industry that has long since relied on its (human) staff to deliver customer service, this is
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shift to a tech-first experience. However, for hotels struggling to open with a skeleton staff to reduce overhead, an automated management system can improve efficiency and the overall guest experience.
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orrectly, a branded app can help streamline operations and establish a direct channel of communication between hotels and guests.
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Smart technology is a key investment for hotels as they look to reduce high touchpoints in rooms. Voice assistants can control nearly everything in a room, including temperature, lighting, alarm clocks, televisions an
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d to order room service. It also creates an opportunity for hotels to learn guest patterns and personalize the experience even further.
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the pandemic accelerated the need to embrace smart technology and automation urgently, putting more pressure on an industry with slim profit margins to cover the costs of implementing the infrastructure to accommodate these changes. The industry has its back against the wall, forcing change and innovative new thinking to adapt and entice guests back as travel resume
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Before the pandemic hotels were using apps to allow guests to view hotels in their area and book hotels from the comfort of their phone. These apps also had incentives to make customers want to book through the app, now that the pandemic has caused individuals to not be able to be in contact as much, the hotels have taken advantage of these apps to allow guest to do more. Guests are now able to check in through these apps, open the door to their room without needing a key, ordering room service and towels and other toiletries through the app as well. The pandemic forced a lot of companies within the hospitality and tourism sector to become more technology friendly in the sense that they wanted less person-to-person contact, for the safety of external guests and internal guests. Like mentioned in the article smart devices have more of an influence on the guests experience overall, the article mentioned how hotels are using robots to clean rooms, deliver room service and toiletries to guest to increase social distancing standards within the properties. Hospitality was once known as an experience only able to be best delivered by humans but now it is an experience through technology that brings comfort to guests.
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To provide safer environments to guests and avoid going out of business, hotels had to quickly adopt changes and innovations. Although the industry has heavily relied on human interaction for all customer service aspects, smart technology and automation has been crucial for hotels. In many hotels, all guests need is their smartphone to check-in and get in to their rooms. Marketing has changed and many hotels rooms now feature workstations and gym equipment to ease guests travel concerns.