I don't see artificial intelligence replacing Human interaction and warmth, but I do see it as an extremely viable alternative in every way to assist your guests.
Alfredo Lamadrid*
Definitely the hospitality industry is getting bigger, it is evolving in different lines of business that did not exist before or that perhaps were not necessary for the traveler. Today the hotel industry is evolving in different aspects at very accelerated speeds and of course more competitive.
With emerging technologies and increasing guest expectations that bring it to life permanently, it is now much more important to keep up with the latest trends. Let's take a look at the hospitality trends for 2020 and be able to face the challenges of the year.
It is absolutely important that companies operating within the industry stay up to date with the latest trends, to avoid being left behind. In addition, keeping pace with the industry as a whole is one of the ways that owners, investors, executives, and all the professionals who bring it to life can help ensure your business provides a great customer experience.
The hospitality industry is extremely broad and includes everything from hotels and other types of accommodation, to restaurants, bars, travel agencies and tour operators. In no way can we leave out all kinds of hospitals and what the Healthcare segment covers, which undoubtedly evolves very quickly as well. However, there are some trends that are quite typical in the hotel industry and some of them I explain in more detail below.
1. The digital age will continue to transform the customer experience
It's no surprise that the near future of the hospitality industry will continue to be catalyzed by digital technologies. As happened in recent years, mobile devices will continue to influence the industry, as well as daily life, along with other disruptive technologies that Global Technology manufacturers will continue to incorporate into their offerings for Modern guests and all those who seek real differential experiences.
2. Internet of Things
The Internet of Things (IoT) is one of the biggest emerging technology trends in the hospitality world. Not only can staff track and manage valuable inventory within the hotel, but also the Smart Hotel's features allow guests and staff to better regulate energy consumption and support environmentally and sustainability-friendly initiatives. Every day more and more hoteliers who are investing in mobile interaction expect guests to use mobile devices not only for room selection and payment, but also as access to all the services that the hotel offers and can offer. IoT-powered technology can send real-time offers to guests' smartphones, generating a variety of business options for the hotel and of course loyalty.
3. Artificial Intelligence
Another technology that many hoteliers are experimenting with is artificial intelligence (AI). AI helps hotels interact with guests in multiple ways. From the use of AI-powered chatbots to Kiosks (robots) in the hotel front desk or for room service, hotels are moving towards guest-centric hospitality.
There is talk about the value of AI-enabled devices in hotel setup, they are definitely more than pure promises, artificial intelligence has been shown to drastically reduce response times and the need to displace some assistance from our collaborators when it comes to responding and solving problems that commonly arise during a guest stay.
Out of the question I do not see this technology replacing human interaction and warmth, but I do see it as an extremely viable alternative in every way to assist your guests immediately, certainly Millennials and future generations will not have the slightest problem in adopting these technologies.
4. Facial recognition
It is clearly a technology not for all latitudes. I really believe that in Latin America it has a future thinking very positively that security issues improve and local regulations accompany technology.
Nowadays it is a technology commonly used in airports, facial recognition is now coming to hotels. It helps speed up the check-in process and is particularly appreciated by frequent and business travelers. However, as I mentioned earlier, this technology has its limitations with respect to data regulations. If you plan to integrate live facial recognition technology into your hotel, you should first pay attention to the data protection laws in place in your region.
5. Hotels should focus on driving direct bookings
This by far is one of my favorites, I firmly believe that hotels should regain direct bookings and level the game.
In 2020, companies will spend more time, money and effort developing brand loyalty to drive direct bookings. Trivago and Phocuswright's independent accommodation market study revealed the importance of hoteliers selling directly.
Independent properties have a strong desire to sell directly to the client, of course they would not have to continue dividing their business with third parties who do not take the risk of the business, who do not see face to face with their customers and guests, how easy and cold it became to take someone else's business from a website.
First of all, you need to focus on creating a well-designed website and a high-quality booking engine. An optimized website with a responsive design will provide a frictionless experience to your visitors. By incorporating an efficient booking engine, it will help you convert your online visitors into your hotel guests and earn direct bookings.
Also, you need to promote your property for travelers to notice and book directly. Email and social media marketing campaigns will help you strengthen your hotel's online reputation, build strong relationships with guests, as well as offering rewards and discounts to loyal and new customers will attract them to your website.
*Alfredo Lamadrid Alducin is an expert consultant in hospitality technologies; Managing Director @ PDT Positive Disruptive Thinking Hospitality Guest, Managing Partner @ HOSTEC Mexico. You can contact him through the [email protected] and [email protected]
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