New trend in hospitality technologies to enhance the customer experience - Part 1

The era of the mobile

Technology is now omnipresent in our lives, facilitating and punctuating our daily lives. Of the 8 billion people on the planet, 6.5 billion own a smartphone, representing 85% of the global population. A study by Google also reveals that 98% use and switch from one device to another and from one platform to another throughout the day. These are all people who expect digital technology to govern their customer experience when staying at a hotel, from the reservation stage through to departure from the property and the in-room experience.

While digital tools above all enable industry players to become more efficient in their day-to-day tasks, they also free up time to concentrate fully on the customer experience.

“Features that many fear will take the heart and personal touch out of hospitality are in fact becoming the foundation for a more personalized and customized guest experience. Guest expectations combined with hotel applications show that the hotel of the future will be automated, intelligent, and deeply personal, all at the same time. Technology may be influencing every aspect of everyday life, but it’s not a replacement for personal service and human-level hospitality. Hotels have to approach every investment and enhancement by examining what excites their guests, what inspires their employees, and ultimately, what will drive revenue for their business."

Alex Alt, Senior Vice President and General Manager of Oracle Hospitality.

The digital natives are not the only once concerned

These technology-focused holidays are aimed at both the younger generation who have grown up with these inventions and more mature customers who are just as keen on these little digital revolutions.

Visiting a hotel from the comfort of your own living room, adjusting the temperature of your hotel room using your smartphone or being greeted by a robot...