With the rise of new technologies, customer expectations continue to grow. Consumers are increasingly demanding, especially in regards to quality of service. Those involved in the sector have to confront this trend and hotel technology is developing at an incessant rate throughout the world.
In fact, in this sector, customer experience is the key to success and new technologies are an inevitable way to meet consumer needs. This phenomenon is due to the change in customer behaviour and the emergence of new profiles.
As a generation born between 1980 and 2000, Millennials grew up with new technologies and have a new way of traveling; they are almost always connected. They have another vision of the world and they are big consumers. They like to travel, discover and share these experiences on social networks.
Today’s new traveller wants greater access to technology to improve their stay. So, it is the hotel itself that changes and adapts, with new facilities, activities and options. In fact, the lobby is no longer a place to retrieve your electronic card, but it becomes a real automated and connected point of meeting, discovery and exchange.
These new technologies allow the solution of important and current problems, such as waiting times, thanks to the automation of check-in, or the simplification of daily tasks, such as turning on the television, turning off the lights thanks to voice control, etc.
To create a more personalized and complete experience, companies also use intuitive applications, as well as augmented and immersive virtual reality that provide access to many possibilities, such as being able to see inside the hotel and the room before making a reservation. Hotels can be unmarked and facilitate customer choice.
Robotics has also reached the world of hospitality and promises to gain ground in an industry where customer service is a fundamental aspect. In fact, these robots have the function of performing automated tasks, such as carrying luggage, serving cocktails or providing information to customers. At the moment, the appearance of robots in hotels is still a privilege for specific geographical regions, especially Japan, where technology is developing at a higher speed. However, Europe and the United States are catching up on the subject of voice control.
More than just a stay, today we are talking about a true experience that is almost as important as the destination. When it comes to the future of the hotel sector, the role of technology is no longer in doubt. Around the world, companies are looking for and implementing solutions that energize and improve travellers’ stay.