Other industries’ technology has affected the hospitality industry. Here are four examples of how technology has changed hotels’ guest experience
Today, technology touches nearly everything we do. It streamlines many of our day-to-day tasks and keeps us connected to the world around us. Whether it’s ordering your favorite restaurant’s steak dinner to your front door via Postmates, grabbing a quick ride to the airport via Uber, or having your groceries delivered to your home via Amazon Fresh, technology has impacted nearly every facet of our daily lives. The constant evolution of new technology can make it difficult for some to keep up, however, technology in other industries continues to have a trickle-down effect on the hospitality industry.
The following are four examples of how technology has changed hospitality — even though it has roots in a different industry.
Advancements in Digital Keys
Back in 2017, Tesla introduced new technology to the automotive industry with its digital key for the Tesla Model 3. Since then, other car companies have jumped on board to offer owners the ability to lock, unlock, and sometimes start their vehicles by simply having a smartphone present. Today, even car rental companies and car-sharing apps use digital key technology to allow access to cars.
Digital keys are straightforward to use. You simply download the car manufacturer’s app to your phone and connect it via Bluetooth. Once you’ve installed the app, hold your phone to your car’s door, and your car will either lock or unlock for you — it’s that simple!
It’s also that simple for guests to unlock their hotel room too with a mobile key. In fact, it is the same straightforward process as unlocking your car. With a hotel mobile app, guests can unlock their room and other gated areas of a hotel with a mobile key on their phone. Guests can even share mobile keys with family or fellow travelers, easily and safely.
Improvements in In-Room Dining
According to Statista, about 53.9 million Americans use food delivery apps on a regular basis. Today’s travelers, especially Millennials and Gen Zers, crave the same convenience that food delivery apps provide. After a long day of sightseeing or business meetings, a hotel guest wants to recharge in their hotel room with a meal they can order at their leisure.
New technology in hotels, such as branded mobile apps and smart-room tablets, offer guests a similar experience to their favorite food delivery service. Using a mobile app or smart-room tablet, guests can view up-to-the-minute updated menus, place a dining order and track the order’s progress — all while lounging on their hotel room bed or balcony. Guests no longer have to wait on hold for a staff member to pick up the call, only to let them know they’re currently out of the Halibut.
Another benefit of digital ordering? The ability for a hotel to easily offer a forced modifier. Is a guest ordering the Filet Mignon? Digital dining systems can automatically suggest a glass of Cabernet or a small house salad to go along with that steak — providing the perfect opportunity to drive your property’s non-room revenue.
Enhancements in the Room Environment
Parks Associates reported in late 2022 that about one in four, or some 15 million internet households, own a Google Nest smart thermostat. With the rise of smart thermostats in the home building and home remodeling industries, today’s consumer looks for this same comfort from their hotel room.
Augmentation of the Concierge Desk
By now, we are all familiar with the effect that AI has had on our conversations about new technology. The customer service industry has been greatly affected by the advent of AI-driven chat bots, and according to a 2022 article from ChatBot.com, 62% of consumers would rather use a chat bot than wait for a customer service agent to answer their request. Another 64% of consumers claimed that 24/7 service is the most appealing feature of a chat bot.
So, what if your hotel was able to offer 24/7 concierge service — even when your on-staff concierge has gone home for the night? Deploying a branded hotel app or smart-room tablet allows guests to digitally contact the “concierge” and ask any question they have at any time of the day and receive real-time answers.
Why is technology important
Technology has advanced and evolved every industry. The more you notice how technology has changed the world, the more you can anticipate guest expectations for this new technology at a hotel.
How can you improve your property’s guest experience through mobile apps and smart-room tablets? For more information, request a demo today.