The impact of technology in the hospitality industry as demonstrated in 4 rising hospitality technology trends
Generative AI, service robots, and contactless assistance are just a few of the biggest topics in technology today. They’re changing the way we conduct business, streamline our daily lives, and plan our travel. While hotels have been traditionally slow to respond to technological changes in the market, there have been a few hospitality technology trends that have been impacting the industry in recent years.
Here are a few hospitality technology trends that have had a large impact on not only the travel and tourism industry, but more specifically, the hospitality industry.
One of the biggest hospitality technology trends to come out of the COVID pandemic was the increase in contactless service. According to a 2022 Stayntouch/NYU Tisch Center of Hospitality Report, the adoption of contactless technology — such as mobile check-in and check-out, mobile room keys, and digital payments — increased by 66% during the pandemic. And this technology has had staying power. An increasing number of hotels are turning to mobile apps to allow guests to check-in remotely and securely access their room key via their mobile device. Additionally, contactless service has reduced the amount of check-ins front desk staff need to process manually — taking a load off of properties that are short staffed and allowing hotel operators to focus on timely guest requests.
Robots Are Here
In addition to adapting to contactless service, more and more hotels have jumped on the robot bandwagon. Yes — that’s right robots. Robots are being used in properties across the world, including Hotel EMC2 in Chicago, the Dream Hollywood Hotel in Los Angeles, and the Henn-Na Hotel in Japan. Robots can serve many useful functions, including welcoming guests as they enter the lobby, checking guests in using facial scan technology, as well as delivering guest-requested items to their room. Similar to hotel apps, robots are able to decrease the workload for hotel employees working at an understaffed property.
Chatbots: The Digital Concierge
Staff still overwhelmed? AI-powered chatbots can basically function as a digital concierge — bringing all of the same services a regular concierge would offer right to a guest’s’ fingertips. Guests can engage 24/7 and receive answers to questions about local attractions and events, as well as fulfill requests for additional items.
With sustainability front-and-center for many in the hospitality industry, IoT, or Internet of Things, allows hoteliers to create an energy-efficient space, while providing guests with unlimited customization. IoT technology lets guests adjust room settings, such as temperature and lighting controls, to create their ideal environment. IoT technology also saves energy by turning off lights when a guest leaves their hotel room. An added benefit? IoT technology can learn guest behaviors to create the perfect atmosphere for guests automatically before they return.
Want to learn more about the impact of technology in the hospitality industry and how hospitality technology trends, such as contactless mobile check-in, check-out, and mobile key can benefit your hotel? Request a demo today.