The competitors is at an all-time excessive for accommodations to earn friends’ loyalty and lots of have turned to the newest expertise to assist them achieve this, whether or not it is Japan’s lodge staffed totally by robots or the brand new FlyZoo lodge utilizing facial recognition in lieu of room keys.Whereas these flashy tech initiatives are trending amongst media headlines, they do not all the time align straight with buyer satisfaction. Hoteliers right this moment want to seek out the best stability of expertise and hospitality to cater to what their friends need.
The In-Room Expertise Visitors Need
Vacationers are always in search of out a house away from dwelling and as expertise performs an rising function in our houses, accommodations have to adapt. Practically 1 / 4 of U.S. households personal a wise speaker, so it is no shock a research discovered practically seven in 10 customers need hotel-provided sensible gadgets of their rooms.
In reality, greater than three in 5 customers wish to order roomservice and housekeeping companies by means of a hotel-provided sensible gadget and two in 5 wish to use these gadgets to test out and in of accommodations.
Marriott Worldwide is a number one instance of implementing tech in the best means. Its partnership with Alexa for hospitality provides related rooms for friends to order roomservice and management lighting, temperature and TV content material from the gadgets they’re used to.
Much more just lately, we noticed Hilton and Netflix accomplice to ship the comfort of customized streaming so friends can decide up proper the place they left off at dwelling.
Whereas these partnerships will flourish as a result of they ship selection and personalization within the title of hospitality, we’ll proceed to see examples of accommodations scaling again on overly flashy tech as they be taught to raised adapt to visitor wants. For instance, the robotic lodge fired half its robotic workers as a result of it seems 56 p.c of customers do not wish to work together with a robotic throughout their keep.
Range of Communication Channels
A key element of hospitality is how friends talk with workers, and expertise can assist this by streamlining requests. Whereas friends want to make some requests by means of hotel-provided sensible gadgets, when requested how they wish to work together with workers as a complete, 27 p.c want to make a cellphone name, 20 p.c want to ask workers in passing, 5 p.c want on-line portals and four p.c want textual content message. To make sure efficient communication, accommodations ought to provide friends every of those decisions.
The expertise accommodations have to fulfill the range of visitor communication preferences but not burden workers with a number of channels: built-in communication instruments that maintain workers related to at least one one other and observe visitor requests irrespective of the place they’re obtained. The platforms guarantee it doesn’t matter what gadget or workers member receives a request, it may be simply communicated to the best workers member and accomplished in a well timed vogue.
A research discovered that greater than a 3rd of lodge friends expressed frustrations by the entrance desk taking too lengthy to finish requests and delayed service from lodge workers. Right now’s hoteliers have to benefit from tech platforms that join every worker from the bellhop, to the kitchen workers, to the concierge, no matter how the visitor prefers to get in contact.
Motels additionally ought to benefit from wearable tech like smartwatches to provide workers hands-free connectivity whereas they’re on the go inside the lodge. For instance, a bellhop aiding a pair with their baggage that receives a request for champagne to be introduced up can ship a fast message on his smartwatch to a waiter on the bar and have the champagne on its means up earlier than he has even left their room.
The smartwatch additionally provides a extra a discreet communication choice in order that workers will not be placing a big pill between them and the visitor, permitting them to attach on a extra private degree.
Tech-Powered Concierge Companies
Motels right this moment have a chance to be greater than only a place to sleep for friends by taking part in cultural matchmakers, connecting friends to the native experiences that greatest match their preferences. That is difficult when friends are considering an countless variety of actions. Analysis exhibits 40 p.c of vacationers are considering meals tastings and excursions of native delicacies, 36 p.c are considering guided excursions of the native metropolis or city, 33 p.c are considering cultural studying facilities and 27 p.c are considering native drink distilleries, wineries and breweries.
With out expertise, lodge concierges face challenges maintaining observe of all of those various experiences and staying on high of the newest and biggest in native eating choices. Beforehand, the lodge concierge saved observe of actions manually, or developed their very own particular data of the realm. Nonetheless, with expertise, concierges can observe native occasions and openings on a digital calendar, type actions into completely different classes and audiences and observe visitor evaluations at scale to allow them to personalize a considerate advice for each visitor throughout a lodge chain.
The platform is also accessible throughout the board, which means if the concierge is just not in in the mean time, any worker can entry the knowledge and ship the identical tailor-made advice. Fairly than wanting on Yelp, friends can count on suggestions like these they’d obtain from family and friends.
Expertise is altering the hospitality business however not in the identical means the headlines could counsel. The important thing to expertise for right this moment’s accommodations is implementing it in a means that empowers hospitality with out overwhelming friends. This implies providing the personalization and comfort customers crave in a house away from dwelling.
Alexander Shashou is co-founder and president of Alice, a lodge operations platform.

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ALICE is a lodge operations platform that empowers operational excellence and significant visitor experiences. By bringing all lodge departments along with a single operations platform for inside communication and process administration, ALICE helps lodge workers act as a group to offer persistently wonderful service. For the reason that firm was based in 2013, ALICE has gained severe traction within the business, working with lots of the world’s main lodge manufacturers, together with Two Roads Hospitality, Dream Lodge Group, Grupo Posadas, SIXTY Motels, NYLO Motels, and Main Motels of the World. The corporate acquired concierge expertise supplier GoConcierge in 2017. ALICE is the Forbes Journey Information Model Official Employees Expertise Platform and the winner of Greatest Place to Work in Lodge Expertise, Greatest Concierge Software program, Greatest Engineering & Amenities Administration, Greatest Visitor App and Prime Employees Process Administration & Collaboration Platform on the 2019 HotelTechAwards.
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