The hospitality industry is known for its competitive nature. Hoteliers must constantly find ways to attract guests and keep them coming back. In today's technology-driven world, one of the most effective ways to do so is by leveraging the latest digital tools and providing innovative guest experiences. Guests now expect a seamless, modern experience that meets their needs and preferences. Hoteliers who fail to keep up with these expectations risk losing business to competitors.
In this blog post, we will examine the most popular trends of 2023, the benefits of investing in new technologies, such as artificial intelligence, virtual reality, and the Internet of Things (IoT), and how these technologies can enhance the guest experience.
We will also discuss how hoteliers can leverage technology and different types of hotel management software to improve operational efficiency and streamline processes, ultimately leading to better guest satisfaction and increased revenue.
1. Mobile Check-In
With mobile check-in, guests can skip the front desk and check-in to their hotel room from the convenience their mobile device. This technology trend helps hotels save time and enhances experience by putting more control into guests’ hands. Guests sign their registration card, submit their ID, and can purchase upsells all from within the check-in flow.
Like mobile check-in, mobile checkout is now expected by guests at most hotels and other lodging establishments. A contactless checkout experience begins just before a guest is set to depart a property when they receive a special hyperlink via text and email. They then complete their checkout and provide the time they plan to leave the room. Hoteliers can also insert a simple guest satisfaction survey to capture more guest reviews.
Canary’s Checkout will even prompt any guest that leaves a 5-star review to share their great experience on TripAdvisor and Google!
3. Mobile Key Access
With mobile key access, guests can use their smartphone as a room key. This eliminates the need for physical keys, and guests can access their rooms with ease. Many mobile key solutions will also integrate seamlessly with a mobile check-in solution, which makes for a very easy and entirely self-service arrival experience.
Voice assistants such as Amazon Alexa and Google Assistant are becoming increasingly popular in hotels. Guests can use them to control in-room amenities such as lighting and temperature, order room service, and get information about local attractions.
6. Guest Messaging With Artificial intelligence (AI) Chatbots
Guest Messaging with AI-powered chatbots can help hotels provide 24/7 customer service to guests. Guests can ask questions about the hotel, book rooms, and get recommendations for local attractions.
7. Virtual & Augmented Reality (VR/AR)
Hotels are using VR/AR technology to provide guests with immersive experiences. For example, guests can take virtual tours of the hotel and surrounding area before booking their stay.
8. In-Room Tablets
In-room tablets provide guests with a centralized hub for controlling room amenities, ordering room service, and accessing hotel information.
9. High-Speed Wi-Fi
High-speed Wi-Fi is no longer a luxury; it's an expectation. Hotels that offer fast and reliable Wi-Fi will attract more guests and earn more positive reviews. However, what is considered “high-speed” is changing all the time, with the latest iteration — WiFi 6 — set to provide today’s consumers with a download speed of 9.6 Gbps, which is up from 3.5 Gbps on Wi-Fi 5.
10. Smart Thermostats
Smart thermostats allow guests to control the temperature in their room using their mobile device. This ability to easily manage the thermostat often leads to saved energy and provides guests with an extra level of personalized comfort.
11. Smart Lighting
Smart lighting can be controlled by guests using their mobile device or voice assistants. This technology trend allows guests to set the mood in their room and save energy.
12. Smart TVs
Smart TVs allow guests to stream their favorite shows and movies from popular streaming services such as Netflix and Hulu.
13. Internet of Things (IoT) Devices
IoT devices such as smart locks, smart thermostats, and even coffee pots can be integrated into a hotel's infrastructure and WiFi network to enhance guest experience and save energy.
14. Cloud-Based Property Management Systems (PMS)
Cloud-based property management systems (PMSs) allow hotel staff to manage bookings, room assignments, guest preferences and more conveniently through a web browser. This hotel technology trend improves front desk efficiency and can have a large impact on guest satisfaction in the long run.
15. Reputation Management Software
Reputation management software allows hotels to monitor online reviews and respond to guest feedback in real-time. This technology trend helps hotels maintain a positive online reputation.
16. Personalized Marketing
Hotels are using data analytics to personalize marketing campaigns for guests. This technology trend allows hotels to provide targeted offers and promotions to guests based on their preferences and past behavior.
17. Social Media
Many hotels today are using social media to connect with guests and promote their brand. Social media platforms such as Instagram and Facebook are effective tools for showcasing hotel amenities and attracting new guests, but possibly less so than they used to be.
In 2023, TikTok has become one of the most popular social media apps and is favored by younger consumers. Be sure to maintain a profile in all of these places to connect with the widest variety of guests.
18. Guest Management Systems
A Guest Management System (GMS) is a software platform designed to help hoteliers manage and track their guests' information and activities. A GMS typically removes or augments a wide variety of tasks for front desk agents and other hotel employees including:
Processing guest registrations
Completing check-ins & checkouts
Replying to text messages from guests
Upselling rooms and other add-ons
And much more!
19. Room Service Robots
Yes, there are in fact room service robots operating in many leading hotels today. They are primarily used to deliver food, beverages and other products to guests’ rooms and become particularly popular in the wake of ongoing staffing shortage in the hotel industry.
20. Digital Signage
Digital signage can be used to promote hotel amenities and services in a visually engaging way. This technology trend helps hotels attract new guests and enhance guest experience.
21. Energy-Efficient Design
Hotels are incorporating energy-efficient design features such as LED lighting and smart thermostats to reduce energy consumption and save costs.
22. Sustainability Initiatives
Sustainability initiatives are becoming increasingly important for hoteliers in today's world for a number of reasons. Firstly, there is a growing awareness among consumers of the impact that their travel has on the environment, and they are looking for hotels that are committed to reducing their environmental footprint. Secondly, governments around the world are implementing policies and regulations to encourage businesses to reduce their carbon footprint and take steps to mitigate the effects of climate change. Finally, adopting sustainability initiatives can also have financial benefits for hotels, such as reducing operating costs and attracting eco-conscious guests.
Technologies like energy management systems, green certification software and water conservation systems can be very helpful in meeting the goals of these initiatives.
23. Digital Authorizations To Ensure PCI Compliance
If your hotel is still using paper and PDF credit card authorization forms, you should look for a secure digital alternative as soon as possible. These forms are no longer considered PCI compliant and are frequently targeted by bad actors to commit fraud. Additionally, it is almost impossible to win a hotel chargeback case when PCI non-compliant forms have been used.
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