While the industry often declares its love for new technologies loud and strong, professionals are far from throwing themselves mind, body and soul into the arms of new tools as may be observed in a survey by Hospitality-ON with Olakala.
While hoteliers often pay lip service to promote the use of technological innovations aiming to improve the customer experience, results of a survey conducted by Hospitality ON with Olakala show another reality observed by local managers. Some hotels have a way to go before they are in line with the new technologies.
This trend may be observed in the use of access tools for rooms: 79% of independent hoteliers who participated in the survey say they still use traditional keys, while magnetic keys were mentioned by only 18% and smart cards by only 3% of those surveyed.
The chain hotel industry, in contrast, has widely adopted the previous-generation major hi-tech innovation: magnetic key cards, which are used by 68% of chain hotels. But the penetration of more recent technology such as smart cards or, even newer, NFC via Smartphone is weaker, even among chains: they are used by 8% and 4% of respondents respectively.
The same tendency may be observed for e-concierge services, which are new platforms for providing information to guests, using tablets and touch screens to replace the traditional concierge. Independent hoteliers planning to make the e-concierge part of their modus operandi are still few in numbers (5%), although it must also be said that this technology is still very recent. Meanwhile, among chain hotels this equipment is already present in 7% of hotels, while another 7% plan to use this system in the future. But while the penetration rate continues to pick up speed among both independent and chain hotels, the vast majority spontaneously declares they do not plan to install this type of system in their property.
The e-concierge has nonetheless been adopted by several hotel chains, such as Novotel. "This is a powerful and user-friendly solution. The system is very fluid and flexible, particularly for updating contents. With this simple and intuitive, new technological product, Novotel remains true to its values as an innovative brand at the service of a renewed customer experience," explains Sabine Kadyss, Product, Services and Communications Director, Novotel.
With exception to a few pioneers, most hoteliers are far from rushing out to get the latest innovations and appear to prefer to move forward slowly but surely. The new systems for unlocking doors are making a timid foray into corporate chains, which nonetheless adopted the magnetic card a long time ago, while this innovation has still not become the standard among independent hotels. The e-concierge, however, is not widespread in chain hotels, and is still in its infancy at independent hotels.
Time will tell if –and when– use of these technologies will expand.
This trend may be observed in the use of access tools for rooms: 79% of independent hoteliers who participated in the survey say they still use traditional keys, while magnetic keys were mentioned by only 18% and smart cards by only 3% of those surveyed.
The chain hotel industry, in contrast, has widely adopted the previous-generation major hi-tech innovation: magnetic key cards, which are used by 68% of chain hotels. But the penetration of more recent technology such as smart cards or, even newer, NFC via Smartphone is weaker, even among chains: they are used by 8% and 4% of respondents respectively.
The same tendency may be observed for e-concierge services, which are new platforms for providing information to guests, using tablets and touch screens to replace the traditional concierge. Independent hoteliers planning to make the e-concierge part of their modus operandi are still few in numbers (5%), although it must also be said that this technology is still very recent. Meanwhile, among chain hotels this equipment is already present in 7% of hotels, while another 7% plan to use this system in the future. But while the penetration rate continues to pick up speed among both independent and chain hotels, the vast majority spontaneously declares they do not plan to install this type of system in their property.
The e-concierge has nonetheless been adopted by several hotel chains, such as Novotel. "This is a powerful and user-friendly solution. The system is very fluid and flexible, particularly for updating contents. With this simple and intuitive, new technological product, Novotel remains true to its values as an innovative brand at the service of a renewed customer experience," explains Sabine Kadyss, Product, Services and Communications Director, Novotel.
With exception to a few pioneers, most hoteliers are far from rushing out to get the latest innovations and appear to prefer to move forward slowly but surely. The new systems for unlocking doors are making a timid foray into corporate chains, which nonetheless adopted the magnetic card a long time ago, while this innovation has still not become the standard among independent hotels. The e-concierge, however, is not widespread in chain hotels, and is still in its infancy at independent hotels.
Time will tell if –and when– use of these technologies will expand.
