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In hospitality, your guests want all the comforts of home and more. So, to maximize your chances of getting high-quality reviews, higher customer satisfaction, repeat business, and recommendations, you don’t need to be good; You have to be great, you have to amaze.
However, exceeding customer expectations means always going the extra mile, which, let’s face it, soon starts to sound expensive and time consuming. Fortunately, the latest technologies allow us to invest in systems that not only give our guests and visitors what they want, but make our lives as operators and managers easier, more efficient, and what we all want from our bottom line, more profitable.
Cloud computing and digital disruption have never been more valuable at every stage of our operations: from pre-arrival, arrival, occupancy and departure to tracking, marketing, analysis and action.
The terms ‘frictionless’ and ‘innovative’ are now part of the hospitality journey, encompassing all aspects of operation and delivery. Whether it’s business administration, revenue management or predictive maintenance, the provision of smart spaces, the ease of provisioning and support for guests, or the collection of actionable data from staff during service or from guests during and after checkout, Today’s technology offers systems that determine best practices, higher quality, and survival in our industry.
Examining the impact of automation, AI and cloud computing
Guests want experiences that are immediate and hassle-free. They don’t want to stand in line, they don’t want to be passed from person to person, and if they can help it, they don’t want to leave their room, seat, or table if they don’t have to.
So now we control and automate every process digitally to give them what they want.
For example, communication and connection are provided through simplified ordering systems or chatbots in apps, websites, or discreetly placed robots (think digital kiosks rather than mechanical androids), where reservations, hours, meals, and the services are delivered through a network of push notifications. and updates
Mechanical automation is growing in kitchens and cleaning, and digital automation keeps business operators and staff connected with guests, vendors, stock levels, and more.
This technology is necessary if hotels and hospitality are to compete with short-term private stays (eg, the popular Airbnb-style rentals). It’s a class of luxury and ease of operation that your guests and staff need.
Automation and artificial intelligence to optimize operations and improve customer experiences
Automation and smart technology reduce human interaction and, along with it, the errors that accompany human error. Plus, it reduces staff interaction, freeing them up to perform more beneficial tasks and further reducing costs.
- PMS – Cloud-based hotel property management systems
- Seamless billing room service
- Optimized receiving operations
- Automated check-ins, reservations and cancellations
- Automated and app-based parking reservation management
- Ordering products from restaurants and bars, room service, gym, spa and other additional service applications through smartphones, applications and chatbots
- Smart key systems using mobile, facial recognition and fingerprint technology
- Automated lighting, heating and air conditioning through smart energy management
- Occupancy sensors and push notifications offering personalized room service options in real time
- voice activated services
Just as one valuable example, smart energy systems can reduce energy costs by 20% and significantly increase hotel resale values. With thermostats and sensors that turn on light and heat only when a room is occupied, with machine learning algorithms that consider weather patterns and demand, a humane alternative to matching this action and lucrative savings would be impossible.
Cloud computing for real-time access to data and analytics
With vast amounts of data accessible to all industries, hospitality is no exception. For marketing, customer experience, revenue and more, there’s a wealth of information accessible, but perhaps none is as important as customer feedback.
Social listening is a strategy that all traders should be aware of. With over 3 million social media users weighing in at every moment of the day, they highlight our best points and shame our worst, providing a wealth of actionable and valuable information.
But that’s just one avenue we can use.
- Intelligent technology that measures the needs, experiences and expectations of guests
- Sensor and data-driven predictions that automate guest interactions at the most likely friction and request points
- Automated Big Data analysis to adapt to market trends and customer expectations
- Smart marketing through Big Data insights and analytics
- Historical data is used to simplify repeat bookings and matching suggestions to increase sales
- dynamic price
The benefits of taking advantage of the latest technologies for hotel management
Convenience, costs and a competitive advantage
If you can improve communication, you can improve your service to staff and guests.
No one knows more about what goes on on the hotel floor than those who work it. Feedback and suggestions are often dismissed as too slow, inappropriate, or wishful thinking by lower-level workers who don’t want to change course. However, digital management creates a much more responsive and easy method for all interactions, glitches, glitches, and suggestions to be made when they happen, without the embarrassing or awkward face-to-face admissions that are made to managers and team leaders.
So how can you give your guests exactly what they want? Try the AI.
No matter how good your staff is, there’s no way a single team member can match the knowledge of an FAQ database or recommendations chatbot with access to every tour, museum, theater, shopping complex, or experience with the one that is full of data.
And if they could, could they be fluent in the language of every international guest your hotel serves each year?
Create the perfect customer journey
As exciting as this new digital disruption sounds, it must be built on strong systems that can intuitively, intelligently, and effectively manage and operate our businesses.
For many carriers, it’s a daunting upgrade.
Too many corners of the hospitality industry have long operated with antiquated, traditional, antiquated accounting systems and avenues of marketing that have not transitioned to the technology at our disposal.
Updating such an operation will require more than adding a few apps and services that make them look like forward-thinking operators. For many, it means a complete overhaul in the way almost all services and connections operate until they become a truly digital hospitality business.
Customer relationships also need automation and communication between vendors and departments, and with your business management, marketing, and lead generation operating from the cloud via AI and leaning on IoT data, using blockchain and interconnected data pools, it’s a substantial update. Getting such a system up and running requires a trusted, industry-savvy digital partner – a true global thinker.
And it doesn’t end there. We have never lived in an era where technology and industry have moved so fast. Trends and technology become even more sensational almost overnight; keeping up will require effort and resources. However, as much as you need to implement ongoing upgrades, training and education, the benefits should far outweigh the costs, generating returns that keep you in business and with beds full of happy guests.
The phrase ‘new normal’ has become a cliché since the hospitality industry came out of the pandemic, but it’s not something we can argue with. ‘Business as usual’ will seem more progressive than ever until the technology trends that set the direction of our industry become standard. The hotel management industry will continue to evolve, and companies like UpperKey remain at the forefront.
And at that point, what else will we have come to expect from constantly advancing and learning robotics technology for our customers, staff, and managers?
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