In recent years, the hospitality industry has undergone a profound transformation, largely driven by the increasing use of technology. Through the right tech investments, businesses have successfully navigated changing customer expectations, optimized operational efficiency, and adapted to the imperative for contactless services brought on by the pandemic.
Hotels now leverage technology to enhance the guest experiences; employing online booking platforms, mobile check-in services, and in-room smart devices.
Yet, the technological landscape is ever-evolving, with both established players and newcomers embracing an array of emerging trends aimed at further enhancing guest satisfaction.
With that in mind, we’ve decided to put together a list of technological suggestions to accommodate everyone, from the hotel hall-of-famers to the promising rookies.
Interested? Then keep reading to explore these trends and discover how they're reshaping the guest experience.
Quick Navigation:
- What is the guest experience?
- 5 technologies to enhance the guest experience
1. Augmented Reality
2. In-room tablets
3. Contactless technology
4. Robotic room service
5. Training software
Defining the Guest Experience: The Three C's
Before we talk about improving guest experience, it would be helpful to define it. Not to be confused with customer service, the guest experience refers to the overall journey and impression you receive as a guest. This includes the interactions guests have before they check-in and after they leave. When optimized, the guest experience drives customer satisfaction and loyalty.
And its optimization requires improving each of the three C's of guest experience: Comfort, Convenience, and Customization.
Comfort
Ensuring guests feel at ease and relaxed during their stay, which includes factors like comfortable accommodations, pleasant ambiance, and attentive service. For hotels, comfort is crucial as it directly impacts guest satisfaction and loyalty. A comfortable environment enhances relaxation, promotes positive emotions, and encourages repeat visits, ultimately contributing to the hotel's reputation and success in the hospitality industry.
The JW Marriot in Tampa, Florida, offers Stay Well rooms that provide guests with better rests by incorporating shower infusers that reduce chlorine and memory foam mattresses for additional comfort. Just one creative example of ways hotels are prioritizing comfort.
Convenience
Providing guests with seamless and hassle-free experiences, such as user-friendly websites and instant confirmation for an easy booking process, quick check-in/out procedures, and accessible amenities.
By prioritizing convenience, hotels cater to the needs of busy travelers, reduce stress, and increase the likelihood of positive reviews and repeat visits, ultimately driving revenue and success. Notably, 43% of all consumers say they would pay more for greater convenience.
Customization/Personalization
Tailoring the experience to meet the individual preferences and needs of each guest, whether through personalized recommendations, bespoke services, or adaptable room features. By offering customized experiences, hotels differentiate themselves, create memorable moments, and increase guest engagement, ultimately driving positive word-of-mouth and revenue growth.
The good news is that by leveraging technology effectively, hotels can elevate their guest experience and enjoy the associated benefits. However, what specific types of technology are capable of delivering the desired results?
5 Technologies to Improve the Guest Experience
Now, with a clear understanding of technology's potential to enhance guest experiences, let's delve into real-world examples of its effective utilization by top-tier hotels in the industry.
Augmented Reality (AR) provides an immersive experience
Today’s hotel guests can be described as thorough, harnessing the power of limitless information at their fingertips to make informed decisions. 80% of travelers read reviews before booking a hotel, highlighting this generation's desire for certainty prior to making a choice.
Hotels are using Augmented Reality (AR) to elevate guest experiences by providing immersive virtual tours via AR-enabled mobile apps. By exploring rooms and amenities prior to booking, guests are instilled with confidence during the decision-making process.
During their stay, some Hotels employ AR interactive maps to guide guests through properties. By pointing their phone camera at hotel facilities, points of interest, and local attractions, guests can receive up-to-date information via an immersive navigation experience.
By integrating AR, hotels modernize services, create memorable experiences, and cater to tech-savvy guests' evolving expectations.
Hotel Case Study: AccorHotels has integrated AR features into its mobile app, allowing guests to explore hotel facilities, nearby attractions, and make holiday planning decisions remotely.
Personalizing via in-room tablets
Personalization is now considered a must by customers, with 80% saying they’re more likely to do business with an organization that offers personalization.
In-room tablets are the perfect way for hotels to meet this demand. Guests can effortlessly control room settings, request services like housekeeping or room service, explore local attractions, and access entertainment options.
This streamlined interface enhances convenience, saves time, and offers personalized experiences. By putting such amenities at guests' fingertips, hotels can cater to individual preferences while ensuring a seamless and enjoyable stay.
Hotel Case Study: The Peninsula Hotels worldwide feature in-room tablets for guests, offering a range of services at their fingertips. Guests can control room features, order room service, and make spa reservations without having to leave their bed.
Contactless technology minimizes physical interaction
While the pandemic has ended, its effects endure. Contactless services that were implemented due to COVID-19 have become permanent, and over half (51%) of Americans utilize some form of contactless payment, which in turn has shaped their expectation of ease when traveling.
Hotels are leveraging contactless technology for a seamless guest experience. Mobile check-in/out minimizes physical interaction, providing convenience and efficiency. Virtual room keys on smartphones grant secure access, enhancing safety and ease.
And contactless payments streamline transactions, reducing waiting times and handling of physical currency.
Hotel Case Study: The Hilton implements contactless check-in and digital key technology through its mobile app. Guests can bypass the front desk, access their room, and manage their stay entirely from their smartphones for a contact-free experience.
Robotic room service provides a memorable stay
For those of you who fear the rise of the machines, don’t panic just yet. Although far away from completely taking over, robots are being added to the workforce.
Hotels are utilizing robotic room service to enhance guest experiences by offering efficient and contactless delivery of amenities and meals. These robots navigate corridors autonomously, delivering items directly to guest rooms at the designated time.
Guests can use mobile apps to schedule deliveries and track their orders in real-time. This innovative approach not only minimizes wait times and human error but also adds a futuristic charm to the guest experience.
By incorporating robotics, hotels provide a seamless and memorable stay, showcasing their commitment to technological innovation and guest satisfaction.
Hotel Case Study: Yotel New York City utilizes YO2D2, a robotic butler, for room service. Guests can use the hotel's app to request amenities or meals, and YO2D2 autonomously delivers them to guest rooms.
Mobile training to optimize your workforce
Hotels are enhancing guest experiences by leveraging technology for workforce training. Through interactive platforms and virtual reality simulations, employees can undergo realistic scenarios and learn about hospitality standards, emergency procedures, and cultural sensitivity.
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Video simulations can replicate typical hotel situations, like addressing guest conflicts, and offering trainees insights into problem-solving and proper guest handling protocols.
Mobile training software (like us!) provides on-the-go access to training materials, fostering continuous learning. Additionally, data analytics track employee performance and identify areas for improvement.
This tech-driven approach ensures your workforce is well-equipped to deliver exceptional service, resulting in heightened guest satisfaction and loyalty. By investing in technology-enabled training, hotels cultivate a skilled and optimized workforce, crucial for maintaining high service standards in a competitive industry.
Hotel Case Study: The Athenee Hotel uses mobile training on hospitality standards, safety protocols, and guest service. Through the use of engaging content and interactive modules, hotel staff are provided with the skills and confidence needed to succeed.
eduMe is the platform of choice for your frontline hospitality workforce. By delivering engaging training via seamless integration, physical QR codes, and other methods, we help businesses optimize every area of training, including onboarding and health and safety.
We are the preferred training solution for numerous hospitality brands like Hilton and Marriott. Get in touch with us and let us help you with optimizing your frontline staff. Not ready to talk? Watch this 5 minute product demo for a brief overview instead.
