The success of the hospitality {industry} has at all times been rooted within the provision of service and the continued cultivation of relationships. Whereas the fast development of cellular and cloud-based applied sciences are enhancing the methods hoteliers can work together with vacationers, the underlying aim stays the identical: to create an distinctive visitor expertise.

Probably the most profitable relationships are at all times based mostly on communication and mutual understanding. At Shiji, we consider it’s at all times essential to look, pay attention, and learn一not solely to your company, but additionally to your companions, opponents, and the {industry} at giant.
That’s the reason we welcomed the chance to sponsor the Hospitality Web Sentiment Survey as a method to encourage communication, consciousness and collaboration throughout the hospitality {industry}. The outcomes of this examine have been revealing: Hoteliers throughout all segments believed that innovation, agility, and technological alignment have been all essential components of their aggressive success. Extra particularly, the responses revealed three vital tendencies:
At this time, know-how drives or helps practically each touchpoint within the visitor journey. Expertise is taking part in a pivotal position in personalizing the visitor expertise, connecting inns and eating places with their company, and permitting company to extra seamlessly join with one another. Finally, if a hospitality firm needs to be guest-centric, it has to embrace the change that comes with technological transformation.
Many inns was tied to legacy methods which made it troublesome for them to improve or scale using know-how options of their companies. Happily, we are actually witnessing an industry-wide shift in favor of rising cloud-based know-how. The outcomes of the Sentiment Survey replicate this development. When requested how their government administration charges the significance of IT budgets, over two-thirds of the hoteliers surveyed stated that administration valued IT extra (30.98%) or about the identical (34.12%) in comparison with different departments. This sentiment is mirrored of their precise IT budgets: With the vast majority of hoteliers indicating that their IT budgets have both elevated (43.14%) or have remained the identical (21.57%) since final 12 months.
Finally, this shift in funding priorities will drastically improve the quantity of information accessible through the visitor journey一from reserving, to arrival, to in-stay and post-stay. Not will hoteliers make broad predictions based mostly on easy buyer variables resembling occupancy, common room fee, and so forth. Quickly they may be capable to join with company in real-time, based mostly on sturdy knowledge that’s actionable now. On this approach, know-how will improve each side of resort operations, from workers productiveness to income, to the visitor expertise itself.
Let Company Use Their Expertise to Form Their Distinctive Journey
Nonetheless, you will need to emphasize that technological change should not happen in a vacuum. Technological investments should come up naturally from the distinctive wants of your small business and may enhance some precise a part of the visitor journey.
Fashionable vacationers anticipate comfort, personalization and “anytime, wherever” service on the cellular machine of their selecting. And it is their journey that ought to dictate your technique. At this time’s company, particularly Millennials, place a excessive worth on self-service: They do not need to have to attend in line, or speak to folks to deal with mundane, administrative points that might be dealt with robotically. They need to have the ability to use their know-how to regulate their distinctive journey.
This shift in the direction of self-service is mirrored in The Sentiment Survey. Technological investments this 12 months will focus largely on visitor expertise platforms, operational administration, and know-how stacks. Visitor expertise platforms embrace purposes that enable for cellular check-in, self-service, and enhanced personalization and comfort. Operational platforms and know-how stacks, alternatively, will assist hoteliers to streamline their day-to-day operations and improve workers productiveness which, in flip, additionally contributes favorably to the visitor expertise.
With sluggish reserving processes, conventional room keys, antiqued entrance desk procedures and a scarcity of in-room management methods being cited as widespread hospitality grievances, it comes as no shock that The Sentiment Survey cites sensible room controls, self-check-in, IoT, voice-activated assistants, and cellular keys as promising technological investments shifting ahead.
No Extra Walled Gardens: The Rise of Open API’s
A serious concern going through the personalization of the visitor journey is the fragmentation of buyer knowledge. In some ways, personalization is a operate of information and platform connectivity: Expertise platforms want to have the ability to “observe” the visitor by completely different units, places, and moments within the visitor journey to tailor themselves to the company’ wants. However none of this could occur when buyer knowledge is siloed in numerous know-how methods.
Because of this it’s essential for know-how suppliers to embrace Open APIs. Not solely can Open APIs assist inns scale and combine with third-party platforms, however they’ll facilitate the extent of information trade wanted to personalize the visitor journey. API’s join the assorted hospitality software program, purposes, and applications to optimize operations throughout each visitor touchpoint.
In accordance with the survey, an amazing 78.51% of respondents answered “sure” when requested whether or not open API’s are anticipated to realize better traction versus customary our bodies resembling HTNG or OTA. This sentiment acknowledges the necessity for various methods from completely different distributors to attach seamlessly and intuitively to offer hoteliers with the great knowledge wanted to boost the fashionable visitor expertise.
Working Collectively for the Better Good
An outdated proverb says, “To go quick, go alone. To go far, go collectively.”
The connection between know-how suppliers must not ever be about strict zero-sum competitors. Competitors exists, after all, however all suppliers needs to be working to develop a sequence of open platform methods in order that hospitality firms can craft the options that work for his or her company. No one wins when technological options are hoarded in separated walled gardens.
The hospitality {industry} is presently experiencing a revolutionary transformation, and all of us play a essential position on this exhilarating journey. Propelled by shopper tendencies, rising applied sciences, and the explosion of cellular units and cloud-based purposes now’s the time for leaders to work collectively to develop the subsequent era of options for the hospitality {industry}.
A Word on Shiji and the 2019 Hospitality Expertise Sentiment Survey:
Shiji sponsored the 2019 Hospitality Expertise Sentiment Survey to assist the hospitality {industry} achieve new perception into rising know-how, market tendencies, and finally, buyer wants. This Survey will assist hoteliers and distributors perceive the {industry}’s key know-how priorities based mostly on right this moment’s visitor necessities.
Shiji Group has been a driving power in hospitality know-how for over twenty years. Throughout that point, Shiji has developed and curated a complete ecosystem of world-class know-how options that empower hoteliers to raised join with their company. From investing in rising startups to serving to innovators scale cutting-edge options, Shiji’s is actively dedicated to pushing the boundaries of what is doable in know-how.
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About Shiji Group
Shiji Group offers software program options and providers for the hospitality, meals service, retail and leisure industries, starting from resort administration options to meals and beverage and retail methods, fee gateways, knowledge administration, on-line distribution and extra.
Based in 1998 as a community options supplier for inns, Shiji Group right this moment includes 4,000 staff in 80+ subsidiaries and types, serving over 60,000 inns, 200,000 eating places, and 600,000 shops.
Shiji develops a community of cloud know-how platforms that facilitate knowledge trade by connecting companies vertically and horizontally throughout associated industries. The significance of cross-industry integration to attach all ranges of the availability chain, from company to distributors and suppliers of every type is a essential a part of our mission. Our aim is to facilitate the transition to totally built-in methods for our shoppers by a community of platforms that talk securely and simply so our shoppers can concentrate on their core competencies of serving their company.