Hospitality Industry: What Changed?
Does Hospitality Business stand on the cusp of change today or It has always been prone to change? Even before the pandemic, the Hospitality Industry was finally beginning to embrace technology en masse and haul itself into the modern era; COVID-19 has just accelerated this evolution and forced us to adapt more quickly than ever before.
WHAT REALLY CHANGED IN THE LAST FEW MONTHS?
The Hospitality Industry will never be the same as it used to be before this pandemic, and we have to adapt to the new restrictive situation and technological solutions seem to be our only ray of hope.
In our day-to-day life, some changes were observed in the Hospitality business-like,
Some receptionists would prefer to complete the check-in process as swift as possible instead of spending time getting to know the customer. Therefore, the focus and purpose of the industry are changing, and hoteliers will have to adapt to it.Business travellers will be most affected as this pandemic has proven that we can work efficiently from home and there is no need to travel for a meeting with a client that can be done over the internet. In addition, this will be economical for businesses and enhance workers’ personal lives as they don’t have to spend so much time travelling which can cause health issues.The priority will shift towards safety and trust between the customers and the businesses.Whilst the passion to provide exceptional service hasn’t changed within the core of hospitality, the execution of this service will evidently face several changes during/post-pandemic. Monitoring of hygiene will increase, as well as uniform communication of safety measures in order to provide reassurance for both guests and staff.
TECH TO THE RESCUE…
Contactless Payments
Contactless Payment technologies offer numerous advantages for various businesses like hotels, resorts, restaurants, bars, and cafes, which is why this has been among the main Technological trends within the hospitality industry in recent times. Aside from speeding up payments and improving customer satisfaction, Contactless Tech is also easily compatible with loyalty programs.
Mobile contactless payments offer an alternative payment option even if Customers do not have their wallets with them, or even If their credit card has been misplaced. Additionally, with COVID firmly in the minds of hotel guests and other hospitality customers, Contactless Payments can also offer a way to reduce human-to-human contact.
Robots in Hotels & Restaurants
One of the most thrilling Advancements in the Hospitality Industry is getting to grips with the rise of robotics and the use of robots to carry out tasks traditionally performed by humans. For instance, Robots can occupy a guard role in hotels, welcoming guests, etc.
Additionally, some Hotels have started to use robots for Cleaning Purposes, such as washing floors and even for germ killing. This is a practice that can be duplicated across the rest of the Hospitality Industry too, including in restaurants, and the use of robots can also help to make an environment more secure.
Chatbots
Chatbots have been an emerging hospitality Advancement for several years, but the importance of this feature is only expanding, especially as customers now demand swift and fast replies to questions at all times of the day. Hotels and restaurants will also often attract queries from people in different time zones, so having staff available all the time is difficult.
A good and Efficient chatbot will answer most of the common questions without the need for any human intervention. In more advanced cases, the chatbot can obtain information from the customer and then pass the query on to a human staff at the earliest chance, while also giving them access to what the customer wants.
Virtual Reality(VR)
Virtual Reality(VR) is another of the major Technological Trends in the Hospitality Industry that you need to be aware of. It will provide potential customers with a much clearer sense of what they can expect when they visit for real.
During the COVID pandemic, people working in marketing have a particularly good opportunity to capitalize on virtual reality technology and gain an edge on rivals, Modern virtual reality tour videos can be viewed within any web browser, making them easily accessible to anyone. A greater level of immersion can also be achieved if users have access to a VR headset.
Mobile Check-In
Mobile check-in tech is another significant area to give consideration to because it can help to improve the customer experience at the point of arrival. This is especially beneficial because first impressions can have a huge bearing on how customers feel about their visit or stay. Mainly, Mobile check-ins swerve the need for face-to-face customer interactions, meaning customers can potentially have greater flexibility in terms of when they check in.
Recognition Technology
Recognition technology is one of the significant emerging technologies in general, but its potential uses in the hospitality industry are especially interesting and could be path-breaking. Mainly, biometrics is being used to usher in a new seamless authentication age, and this could benefit hotel processes and customer purchases, and other processes.
For example, Imagine if a fingerprint or facial recognition technology could be used in your hotel to unlock rooms. Now you can think of the uses of the same technology for check-in and check-out purposes.
Artificial Intelligence (AI)
In Today's age, Customers expect to interact with Hospitality Companies across a variety of digital platforms and receive rapid replies and responses. Of course, actually having staff monitoring all of those platforms and delivering swift responses can be difficult, if not impossible, which is where chatbots and Artificial Intelligence (AI) shine.
Chatbots are able to comprehend simple questions and provide answers almost instantaneously, taking the burden from customer service employees and improving their experience. Various brands have started to implement some of the latest technological advancements to make full use of the data on hand, automate internal workflows and processes, and offer a more personalized experience to guests.
Internationally recognized chains strive to connect with guests on a personal level by leveraging Artificial Intelligence, connected devices, and predictive analytics. These technologies will shape the hospitality industry and drive growth. Moreover, Airbnb, a sharing economy platform, can attract millions of users within a matter of years by providing beautiful images and great hyperlocal content. To combat digital disruptors and bigshots like Airbnb, hotel businesses need to innovate.
Now is perfect for hospitality businesses to re-evaluate and assess their positions, physical and IT infrastructure, and their workforce to come up with a strategy to embrace the COVID-19 disruptions and stay alive in the industry. Since the COVID-19 disruption, many businesses have started to invest in digital initiatives that they had been postponing. Digital transformation can have a path-breaking impact on businesses regardless of size and industry. It is not just a passing trend, but a mantra in this day and age.
Take a guess, who can help you in transforming your Hospitality Business by incorporating it with the latest tech and achieving greater heights, we APPIC SOFTWARES.
