5 tech trends reshaping the hospitality industry

1. The Internet of Things (IoT)

From dishwashers to airconditoners, the Internet of Things aka IoT enables all types of devices to connect to the Internet and be managed by a single device, like a phone or tablet.

Main benefits

Thanks to IoT, this level of interconnectedness between devices makes it easier for hospitality businesses to:

• Deliver a unique, personalised experience: From room temperature to lighting, IoT brings new levels of customisation and control. For hotel guests, this could look like having every aspect of their room tailored exactly to their liking.

• Anticipate needs: IoT can be used to create intuitive spaces while also reducing energy consumption e.g. heating and lights can automatically turn off when rooms are empty and be up and running upon a guest’s arrival.

• Predict system problems: Whether it’s a faulty fridge or fire alarm, the sophisticated data collected by IoT allows for predictive maintenance. No more surprises or expensive system failures, you’ll be notified of wasteful or dangerous trends before things have the chance to escalate

2. Artificial Intelligence (AI)

By collecting data and learning patterns, Artificial Intelligence (AI) can process information and perform tasks on your behalf. In a world of increasing consumer demands and labour shortages, the potential here is huge.

Main benefits

Whether you need a chatbot to handle a customer’s dinner reservation or automated inventory management software to predict when you’re going to run low on coffee beans, AI is changing the game when it comes to efficiency. For those in hospitality, AI has the power to help you:

• Offer 24/7 customer service: This level of accessibility would be near impossible without AI. From answering queries to fulfilling requests and making bookings - customers can get round-the-clock customer support from the palm of their hand.

• Free up employee time: Due to the nature of hospitality, the value provided by humans will always be required in some capacity. By allowing AI to take care of repetitive or mundane tasks, you promote opportunities for greater job satisfaction and create more time to connect with customers.

• Make more strategic decisions: The data gained from AI can provide invaluable insight when it comes to learning what is and isn’t working in your business. This could look like spotting areas of waste, accurately predicting demand and optimising scheduling for stock or staff.

3. Touchless interfaces

The pandemic revolutionised the way we think about hygiene. No-touch alternatives made possible by tech like Point of Sale (POS) systems (which turn any mobile device into a cashier) and QR codes replaced the need for psychically handling grubby coins or menus. 

Post-Covid, it appears these touchless changes aren’t going anywhere. Here’s why.

Main benefits

By leveraging touchless technology, businesses can continue to find new ways for their customers to interact with amenities. For those in hospitality, doing so can help workers:

• Provide a memorable experience: From voice-activated curtains to ordering drinks without leaving the table, the enjoyment and convenience of touchless experiential design can help you stand out from the crowd.

• Reduce workload: By limiting contact with commonly touched interfaces, staff can sanitise and prepare spaces faster and even give up some tasks entirely. For example, keyless room access systems enable hotel guests to enter their room by simply scanning their fingerprint, retina or smartphone. For front desk staff, this means no more coordinating key pick-up times or sourcing replacements.

• Increase comfort and security: In addition to facilitating safer financial transactions and reducing hygiene risks, touchless interfaces can also be integrated into your venue’s communication system and offer greater visibility across your premises.

4.Contactless platforms

Going one step further than touchless tech, are innovations that reduce the need for face-to-face contact completely.

Covid proved there are some parts of the customer experience that not only don’t require human interaction but are actually better off without it.

Main benefits

Whether it’s a delivery app or a self-service kiosk - both customers and businesses can reap the rewards of contactless alternatives. Employing contactless tech can make it easier to:

• Increase speed and convenience: With no need to queue or park, contactless platforms like online delivery apps help customers get what they want when they want it.

• Reduce staff dependency: As hospitality is experiencing some of the worst staff shortages, opportunities to reduce the need for labour can help keep businesses afloat. Replacing workers with contactless automation is ideal for instances like self-check-in services where the customer may actually prefer to do it themselves.

• Deliver a greater output: By cutting out the middleman, contactless solutions can help businesses improve both the quality and quantity of their offerings. Reducing the chance of human error and removing time-wasting tasks leaves businesses to focus on what they do best.

5.Marketing automation software

Marketing automation can take care of simple and repetitive tasks like sending out emails or SMS campaigns. Leveraging the consumer data collected, it can also make your campaigns more targeted and therefore more effective.

Main benefits

For hospitality business owners, investing in marketing automation software can create opportunities that would be near impossible (and definitely inefficient) to replicate manually. It can help you:

• Reach the right people at the right time: With marketing automation, you can take advantage of critical moments. This could be a Google Review request when a customer hits a certain number of loyalty points or an email containing a personalised offer on their birthday.

• Set and forget it: While you get on with other priorities, your marketing automation will keep ticking away in the background, generating sales and engaging customers on your behalf.  

• Make your marketing more effective: Marketing automation software offers built-in reporting so you can track what’s working or pivot where necessary.

Conclusion

Hotels, bars, cafés and restaurants must adapt to meet evolving consumer demand or risk missing the boat. By turning to technology, not only can you deliver that all-important customer experience, but you can get ahead of your competition and reap the benefits of increased efficiencies.