There is no doubt that technology is now an integral part of any hospitality experience. From tapping your card to pay the bill, to watching your Netflix favourite on the hotel room television, hotels have introduced convenience, while attempting to offer you all the comforts of home.
Hotels are distinguishing themselves through technology to attract new clients and bring past guests back.
Some hotels have introduced self-service check-in for those that want to avoid the queues at reception or maybe want to avoid human interaction. This is often integrated with technology which allows you to use your own smart phone to access your room.
In some hotels, facial recognition technology has already been implemented to streamline the check-in experience.
Technology is being introduced which will recognise a customer’s past experiences and previous stays to offer a more bespoke service. Chatbots on the hotel’s website give users 24/7 access to the most important information by way of artificial intelligence, while digital concierge services are also being integrated to offer recommendations, services, and information through mobile devices or in-room tablets.
Labour shortages and increased guest demands will mean that technological advances will increase for the hospitality sector. The hotel industry has been redefined and as a result of technological integration it is now possible to offer a more personalised, interactive and intuitive experience to customers.
Huge change is coming about and technological advancements will lead to a very different landscape for future hotel experiences — one where technology is at its core. Hotel operators will need to balance their technology stack with their labour, in order to provide the right levels of service for their increasingly discerning customers.
Autonomous cleaning units are already being used to clean areas such as large floors or swimming pools where humans once provided this service, while delivery robots equipped with artificial intelligence-powered mapping are also being used to transport items such as linen and cleaning supplies around large resorts.
Meanwhile in New York, at the Better Days Restaurant, robots use artificial intelligence to cook hundreds of menu items in small kitchen spaces. The kitchen doesn’t require ventilation systems or human supervision, leading to cost savings in a challenging labour market. Cooking times are adjusted based on whether the clients opt to eat-in or opt for delivery to their home.
Japan’s Henn na Hotel in Nagasaki famously staffs its reception desk with androids who can adapt to the language you are speaking and even change their facial expression to mirror your mood through facial recognition technology.
Other smart sign technology is utilised in hotels to relay the latest information to guests and even direct them away from congested areas. Augmented reality (AR) allows guests to point their smart devices at objects and receive interactive information to enhance their experience. The Brehon Hotel in Killarney, an award-winning wedding location, utilises virtual reality by way of virtual reality goggles to immerse potential wedding couples in their wedding experience and give them a virtual view of what their own wedding day could be like.
Back to the hotel bedroom and the integration of systems will mean that the room can be at the exact temperature you require when you enter, or indeed set its own temperature based on your own body temperature. Motion sensors will detect guests in the room to turn on lights and entertainment systems, linking with both guest needs and the hotel’s green agenda. Voice-control allows guests to control their lighting, room temperature, entertainment systems and curtains by using voice commands. This service addition offers both convenience, along with hygiene benefits which have become a priority for many post-pandemic.
- Donagh Davern is a former hotel general manager and is a lecturer in hospitality management at Munster Technological University.
