LATEST DEVELOPMENTS IN HOSPITALITY

FUNCTIONAL SYSTEMS AND ITS EXPLANATION

(11 TASK PERFORMANCE 1 – ARG)

Submitted by:

MA SHIRLEY ANN M. BEBANCO

PURA, MAY-ANNE
 Latest Development in Hospitality Functional System

Because the hotel sector is very competitive, it is vital to not only stay up with the latest technology
developments, but also to move with the times. Because consumer expectations and requirements are
always altering, keeping your finger on the pulse is especially important in the context of COVID. You can
discover more about the latest tech trends for 2022 in this post, which hospitality businesses should be
aware of.

Because the hospitality industry is so competitive, staying up to date on the latest hospitality technology
trends is important. Technology can assist organizations in streamlining processes, lowering expenses,
reducing employee workloads, increasing income production potential, and improving the level of
customer service provided.

It may be possible to improve work precision to a level that would be difficult for human personnel to
accomplish on their own by utilizing cutting-edge technology. Technology solutions can also make work
more manageable and make it easier to meet today's customers' increasingly high demands.

The following are the general technology trends in hospitality, along with tech trends that also serve
as a solution to the coronavirus pandemic and associated shifts in consumer behavior.

1. Cybersecurity

Finally, the increased need for cybersecurity is among the most vital technology trends in the hospitality
industry. Today, hotels and restaurants are more reliant on data than ever before, and make more use
of IT systems than ever before too. However, this potentially leaves them in a much more vulnerable
position.

Some of the biggest threats here include ransom ware attacks, phishing attacks, distributed denial-
ofservice (DDoS) attacks and human error within the company. For this reason, hotels need to invest
adequately in cybersecurity awareness training, protect their IT systems, keep customer data secure and
ensure data is backed up and recoverable.

2. Voice Search & Voice Control

Voice search is a growing technology trend within hospitality because a growing number of guests or
customers are turning to voice search in order to find hotels, restaurants and cafes, so it is worth taking
the time to properly capitalise on this. To do so, you will need to make sure your website and booking
engine are structured so that the voice search can be used properly.

In some settings, demand for voice control is also growing. This could include everything from the use of
smart speakers in hotel rooms, allowing for control of the various in-room devices, through to
automated order taking in restaurants and cafes, meaning customers will no longer need to wait for
waiting staff to take their order.
 3. Contactless Payments

Contactless payments offer a number of advantages for hotels, resorts, restaurants, bars and cafes,
which is why this has been among the main technology trends within the hospitality industry in recent
times. Aside from speeding up payments and improving customer satisfaction, contactless tech is also
easily compatible with loyalty programmes.

Mobile contactless payments are possible even if customers do not have their wallets with them, or
even if their credit card has been misplaced. Additionally, with COVID firmly in the minds of hotel guests
and other hospitality customers, contactless payments can also offer an excellent way to reduce human-
tohuman contact.

4. Chatbots

Chatbots have been an emerging hospitality technology trend for several years, but the importance of
this option is only growing, especially as customers now demand swift answers to questions at all times
of the day. Hotels and restaurants will also often attract queries from people in different time zones, so
having staff available is difficult.

A good chatbot will answer the most common questions without the need for any human involvement.
In more advanced cases, the chatbot can obtain information from the customer and then pass the query
on to a human staff member at the earliest opportunity, while also providing them with access to what
the customer has said.

5. Robots in Hotels & Restaurants

One of the most exciting technology trends the hospitality industry is getting to grips with is the rise of
robotics and the use of robots to carry out tasks traditionally performed by humans. For instance, robots
can occupy a concierge role within hotels, welcoming guests and providing them with important
customer information.

Similarly, some hotels have started to use robots for cleaning purposes, such as vacuum cleaning floors
and even for germ killing. This is a practice that can be replicated across the rest of the hospitality
industry too, including in restaurants, and the use of robots can also help to make an environment more
COVID secure.

6. Mobile Check-In

Mobile check-in hospitality tech is another important area to give consideration to, because it can help
to improve the customer experience at the point of their initial arrival. This is especially beneficial,
because first impressions can have a huge bearing on how customers ultimately feel about their visit or
stay.

Crucially, mobile check-ins swerve the need for face-to-face customer interactions, meaning customers
can potentially have greater flexibility in terms of when they check-in. This ties in with wider contactless
technology trends within the hospitality industry, and can be especially welcome for those who are
nervous about COVID.
 7. Recognition Technology

Recognition technology is one of the most important emerging tech trends in general, but its potential
uses in the hospitality industry are especially interesting. In particular, biometrics is being used to usher
in a new age of seamless authentications, and this could benefit hotel processes and customer
purchases.

For example, imagine if a fingerprint or facial recognition technology could be used in your hotel to
unlock rooms. Now consider the uses of the same technology for check-in and check-out purposes. In
the future, this technology is also likely to allow for completely seamless purchases, with payments
being authenticated by touch.

8. Virtual Reality

Virtual reality is another of the major technology trends in the hospitality industry that you need to be
aware of. In particular, this can make the difference at the stage when customers are ready to make a
booking, because it will give potential customers a much clearer sense of what they can expect when
they visit for real.

During the COVID pandemic, those working in hospitality marketing have a particularly good opportunity
to capitalize on virtual reality technology and gain an edge on rivals, because it provides customers with
the ability to experience elements of a hotel or to see the layout of a restaurant prior to booking.

Most modern virtual reality tour videos can be viewed within a web browser, making them easily
accessible. A greater level of immersion can also be achieved if users have access to a VR headset.

9. Artificial Intelligence

In the modern age, customers expect to be able to interact with hospitality companies across a variety
of digital channels and receive rapid responses. Of course, actually having staff monitoring all of those
channels and delivering swift responses can be difficult, if not impossible, which is where chatbots and
artificial intelligence (AI) come in.

Chatbots are able to understand simple questions and provide answers almost instantaneously, taking
the burden away from customer service staff and improving the experience for customers. Meanwhile,
AI’s uses extend into other important areas for hotels too, including data analysis. In short: definitely, a
tech trend to watch out for.

10. Internet of Things (IoT)

Another technological trend within hospitality management is the ‘Internet of Things’, or IoT, which
involves extending internet connectivity to everyday objects, devices and appliances. These devices can
then collect data and communicate or interact over the internet, turning previously unintelligent devices
into ‘smart’ devices, which are often semi or fully autonomous.

An example of this already being used with the hospitality sector is internet-enabled thermostats, which
are used to automatically adjust room temperatures at check-in and check-out times, or in response to
temperature swings caused by the sun, or by windows being opened. The same concept is also being
deployed for lighting, improving energy efficiency by, for instance, reducing light intensity during
daylight hours.

11. Augmented Reality

Finally, augmented reality has exploded as a tech trend in a similar way to VR technology, but is even
more accessible; typically requiring little more than access to a smartphone and the internet. Unlike VR,
which places users in a digital environment, augmented reality is about enhancing the real-world
environment through information overlays.

Again, this offers limitless potential. Imagine if your hotel provided AR-compatible wall maps, where
customers can point their phone at the map and find out information about specific locations.

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