DIGITAL CONTINUES TO TRANSFORM THE CUSTOMER EXPERIENCE

It’s no surprise that the future of the hospitality industry will be powered by digital technologies. In this edition of his regular report, David Esseryk explains that as in the past few years, mobile will keep on influencing the industry, along with other disruptive technologies that brands over the world will keep on incorporating into its guest offerings.

Not every exceptional customer experience has a human touch. Sometimes it’s just a result of seamless digital integration. Here are the technologies that you can expect to make a mark.

Internet of Things
Internet of Things (IoT) is one of the biggest emerging technology trends in the hospitality world. Not only are members of staff able to track down and manage valuable inventory within the hotel, but also the Smart Hotel features, such as Samsung and Legrand connected solution, let the guests and staff better regulate energy consumption and support pro-environment and sustainability initiatives. Numerous hoteliers that are investing in mobile engagement expect guests will use mobile devices not only for room selection and payment but also as access keys for amenities such as pools and spas. IoT-powered beacon technology sends real-time offers to guests’ smartphones, thereby encouraging more sales.

THANKS TO INCREASED SOCIAL NETWORKING AMONG CONSUMERS AND THE INFLUENCE OF SOCIAL SITES, IT HAS BECOME A BUSINESS IMPERATIVE FOR HOTELS TO EMBRACE SOCIAL MEDIA

Artificial Intelligence
Another technology that a lot of hoteliers are experimenting with is artificial intelligence (AI). AI helps hotels interact with the guests in a multiple of ways. From using AI- fuelled chatbots to robots at the hotel check-in desks or for room service, hotels are moving toward guest- centric hospitality. Oracle Hospitality, while talking about the value of AI- enabled devices in hotel settings, notes, more than a promise, artificial intelligence has been shown to dramatically reduce the need for human assistance when it comes to answering and resolving problems that commonly arise during a guest stay.

Hotels will define their online character
Thanks to increased social networking among consumers and the influence of social sites, it has become a business imperative for hotels to embrace social media. In order to get in front of their consumers, hotels need to continue publishing relevant content and distinguishing themselves from their competitors. In addition to the above initiatives, the coming year will see hospitality brands coming out and defining their online personality for improved brand engagement. More and more brands will not only attempt to sell a room but a story – a story that creates emotion.