Modern information technologies in the hotel business: development trends and implementation issues Modern information technologies in the hotel business: development trends and implementation issues.pdf - 0 views
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Today, the process of digitalization of the Russian economy has a significant impact on hospitality industry.
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Digitalization is becoming a major trend, which is evident in the distribution models of hotel services, and also actively comes to the sphere of automation of internal business processes
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digitalization of hotels also includes introduction of advanced solutions for analytics and security.
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Digital security systems can not only track the slightest disturbance of the public peace, but also provide additional information.
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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.
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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.
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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
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Artificial intelligence plays an equally important role in improving the efficiency of public catering enterprises.
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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.
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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.
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if the concept of hospitality industry enterprise changes, it is possible to change the composition of paid licenses.
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Almost all companies in hospitality industry have started to think about using chatbots to solve specific business problems [9].
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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.
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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
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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.
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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
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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.
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Based on this analysis, you can develop a change program for existing procedures and processes and optimize self-service systems (personal account, website).
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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.
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Currently, biometrics can already be used to identify and confirm the client's identity. Face scanning technologies when registering with the service.
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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.
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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.
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In 2018, Amazon presented a special version of the voice assistant for hotels — Alexa for Hospitality, which is currently being tested in Marriott hotels.
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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.
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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.
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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].
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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.
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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
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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.
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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.
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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.
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This article describes trends in technology in the hotel industry and the applications of them in the Russian economy. The article discusses what the trends in IT are and how they may apply to the hotel sector of the hospitality industry, providing real-world examples and hypothetical scenarios. The information in this article is insightful to the relationship between hospitality and information technology and provides a perspective on this relationship from the viewpoint of the Russian hotel economy specifically.