Digital Transformation in hotel sector played an important role on how to be successful in this industry that is increasingly competitive and where customer experience and reviews is strongly related. Their reviews based on their experience can be delightful or disastrous for a brand, it is a must to make sure guests are delighted and ease from the moment a reservation is made until a guest check out to help a company stand and grow big. Digital transformation (DT) become a huge component in helping hotels provide maximal guest experience. Everything in between—from the ease of connecting to the hotel’s guest network to the temperature of the guest room when entering for the first time or when the delivery speed of room service—has the potential to be enhanced by the right technology.
AI and Chatbots
Remember or not when all hotels used to have bulky welcome binders on the desks, outlining where to eat, what to see, and what to do in the area—everything you needed to know?But today, hotels can already serve all that information—and more—via AI-powered apps and technology. Guests can access the information or any inquiries at any time when they need, right from their phones in the form of an e-concierge. Some of luxury and high end hotel brand can even access voice-activated virtual customer assistance (VCA), ie chat bots to open the curtains, set the alarm, or order breakfast, without ever talking to a human being. By providing this type of automated technology, it helps hotel operator focus on core operation process, and let AI provide automated and interactive assistance for the hotel guest.
Forget old brochures with 360 virtual tours. Virtual reality serve perfectly to the hotel industry. For survey purpose ,whether it’s a hotel property, museum, or a tourist destination, guests can take a look without even leaving their living room via virtual reality. Thanks to VR tours, prospective guests can explore the hotel, check out all the facilities on offer and also view nearby amenities such as cafes, restaurants and shopping malls.
Hotels can extract data from IoT devices to deliver highly advanced services to their customers. Many hotel line have been utilising the usefulness of IoT to streamline their day-to-day operations. For example, guests are able to control the AC unit through a mobile app. In fact, upscale hotel gives an iPad to every guest when they check-in to order room service, book spa appointments, control room temperature and even communicate with hotel staff is nothing new. This kind of digital transformation is a dream come true for introverts who like to travel. Everything is possible just from their phone- without ever talking to a live human.
Data is playing a big part in new era of hospitality and tourism. By data, using adequate data analysis processes, their businesses will benefit more from personalized guest experiences, improved operational efficiency and increased revenues. Company can able to create highly targeted digital campaign and also measure their success. Hoteliers can use these technologies to optimize pricing and interesting offer deals to their customers also.
The fact that guests can book instantly also means they can share their opinions instantly via Facebook, Yelp, TripAdvisor and other travel review websites. That’s why technology has pushed hotels and restaurants to focus even more on providing quality customer service. Yes, there are outliers. I’ve experienced them myself. But there is no doubt the trend is toward better service for guests—not just a better return for operators.
So, emerging technologies like the ones described above can add high value to hotel sector industry. They enabled hotels to utilize technology to figure smarter and efficiently. Then, it is clear that why technology in hotel sector is very important for every independent hotels to keep up with these new era changes or risk being left behind.
Feel free to contact E-SPIN for assist you adapt the trend for digital transformation in hotel industry, from infrastructure availability, security testing and continuous monitoring for your project and requirements.