In a world that is continuously changing, digitalisation is having a huge impact on almost all aspects of our lives. The hotel industry is no exception. The way we travel, stay and enjoy our stay has changed dramatically thanks to digital innovations. In this blog, we take a look at the exciting journey of digitisation in hotels and explore how this industry is transforming its guest experience.
The journey begins before or during the booking process. In the past, booking a hotel room often involved lengthy phone calls or a personal visit to a travel agent. Today, thanks to online booking platforms and hotel apps, travellers can find and book their ideal room in just a few minutes. These platforms not only offer a wide selection of accommodation, but also the possibility to compare prices, read reviews and book extras such as spa treatments or dinner in advance.
Traditional hotel reception desks could soon be a thing of the past. As technology advances, more and more hotels are embracing self-service check-ins and self-check-outs. Guests can easily check in and out using mobile apps or kiosks in the lobby. This not only saves time, but also minimises direct contact. During the COVID 19 pandemic, these tools were widely used – also for contact restriction reasons.
Digitalisation has also paved the way for “smart rooms”. Guests can adjust the room temperature, lighting, curtains and even the TV via apps or voice control. This level of personalisation creates a comfortable and inviting ambience that suits each guest’s individual preferences.
Data is the gold of the digital age. Hotels collect a wealth of data about their guests’ preferences and habits – from previous stays to dining preferences. By analysing this data, hotels can make personalised recommendations that help guests make the most of their stay. Whether it’s recommendations for attractions, restaurants or activities, guests feel valued and well looked after.
Virtual and augmented reality technologies are also revolutionising the hotel industry. Guests can take virtual tours of the hotel to familiarise themselves with the facilities before they arrive. AR can help guests on site to view information about the surrounding area directly on their mobile devices, from historical facts to restaurant reviews.
For hoteliers, digitalisation is also of great benefit. Hotel management software enables better management of reservations, resources and staff. From monitoring room availability to managing cleaning services, these tools optimise operations and help increase efficiency.
Digitalisation has undoubtedly changed the hotel industry and will continue to do so. While technologies such as artificial intelligence, the Internet of Things and Big Data are revolutionising the industry, the warmth and hospitality that characterise hotels will hopefully remain unchanged. The trick is to use digital innovation to enhance the guest experience without neglecting the human touch that makes the hotel industry so special. The future of hospitality lies in a harmonious fusion of technology and personal care.
In today’s increasingly digitised world, artificial intelligence (AI) and machine learning have become key drivers of innovation in the hospitality industry. These technologies have the potential to fundamentally change the way hotels operate and how guests experience their stay. Let’s take a closer look at what AI tools mean for the hotel industry:
Personalised guest experience: AI enables hotels to create detailed profiles of their guests by analysing data from past bookings, preferences, behaviours and online activities. With these insights, hotels can offer personalised recommendations and offers tailored to each guest’s exact needs and preferences. From welcoming guests with their favourite drink to tailoring activity suggestions – AI makes it possible.
Efficient revenue management: AI tools are extremely useful for hotel revenue management. They analyse demand and pricing data to determine the optimal room rates for different time periods and guest groups. This dynamic pricing helps hotels maximise revenue by adjusting prices to achieve optimal occupancy.
Chatbots and virtual assistants: The introduction of chatbots and virtual assistants is revolutionising customer service in hotels. These AI-powered tools are available 24/7 and can answer guests’ questions, make reservations, provide information about facilities and even handle special requests. This not only contributes to faster response times, but also relieves staff of repetitive tasks.
Voice control and interaction: With the growing popularity of voice assistants such as Amazon Alexa and Google Assistant, hotels can use this technology to enrich the guest experience. Guests can use voice commands to control in-room lighting, access hotel service information or even order room service. Translation assistants make it easier to communicate with guests, no matter what language they speak.
Accurate demand forecasting: By analysing historical data, seasonal patterns, events and other factors, AI tools can create accurate demand forecasts. This helps hotels strategically plan resources, staff and offers to avoid bottlenecks while ensuring high customer satisfaction.
Improved security and personalisation: AI can also help improve security by monitoring guest and visitor behaviour and detecting suspicious activity. At the same time, AI can help make the check-in process more secure by using biometric data for identification.
The integration of AI tools into the hospitality industry marks a significant turning point in the way guests experience their stays and how hoteliers can better understand their demand and guest behaviour. While technology is driving efficiencies and enabling personalised experiences, the basic hospitality experience that sets hotels apart remains critical. The future of the hotel industry lies in the successful marriage of AI and human interaction to deliver memorable and tailored experiences for guests.
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