The Latest Technology Trends in

Hospitality and Tourism Industry

Jan Vincent A. Mabaylan | Applied Business Tools and Technologies in Hospitality |

January 9, 2023
Mobile Check-In and Guest Communication via Messenger

Mobile check-in reduces or eliminates the need for face-to-face interactions. It

also allows customers a greater degree of freedom and flexibility about when they
arrive and gain access to their rooms. At the same time, it prevents queuing at
reception desks and other delays and during a time of health concerns, limits
human exposure.

However, hotels still wish to communicate with their customers. Even if mobile
check-in and other tech reduce traditional points of contact.

Artificial Intelligence and Machine Learning

AI and Machine Learning is one of the most common technologies that hotels are
getting their hands on. The advantages are huge. AI has been in talks for a long
time and since the pandemic, has become a reality. AI provides the best
opportunity to enhance customer service, customer experience and retention. ML is
the best medium to learn and act based on past experiences and improve
operational efficiency to fulfill customer preferences cost effectively. AI and ML can
be used in virtual assistance, lodging services, operations management and staff
assistance.

For example, Hilton Worldwide Hotel is using AI based concierge Connie which is
transforming the guest experience by assisting arriving hotel guests at the front
desk.
 AI base Concierge Connie

Robotics and Automation

Use of robots can lead to improvements in terms of speed, cost effectiveness and
accuracy. Chatbots allow any hotel to provide 24/7 support through instant
messaging services, even when staff would be unavailable. This is one of the main
reasons to use robots so that they can take over mundane tasks and avoid any kind
of mistakes. Robots can also be used in the check in process, speeding it up and
reducing congestion.

Henna Na Hotel is said to be the first hotel in Japan where robots work as staff and
serve guests. The robotic porters carry guest’s luggage to their rooms and store it
in private lockers.

Robot-staffed Henna na Hotel Japan

Smart Rooms

Smart rooms are the ones with the smart technology. The reason why smart rooms
are getting popular is because of the convenience it can provide to customers
improving the guest experience. Smart rooms also make a hotel stand out and
reduce the cost of running a hotel.

They offer a great level of personalization with quick and easy ways of adjusting the
requirements such as room temperature, lightning level, lights and heating. A
smart room can assist guests in answering various queries related to room service
or any information. Smart rooms can also reduce costs and save energy by
automating the use of room equipment.
Voice Search & Voice Control

Voice search is a growing technology trend within hospitality because many guests
or customers are turning to voice search to find hotels, restaurants, and cafes. It is
worth taking the time to properly capitalize on this. To do so, you must ensure your
website and booking engine are structured so the voice search can be used
properly.

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

Contactless Payments

Contactless payments offer several advantages for hotels, resorts, restaurants,

bars, and cafes, which is why this has been among the main technology trends in
the hospitality industry. Aside from speeding up payments and improving customer
satisfaction, contactless tech is also easily compatible with loyalty programs.

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

For example, Gcash app etc., you can pay your bills using this app and less hassle
Cloud Service

There is lots of data flowing every day at hotels. Storing at can be a little
complicated based on requirement. Cloud services can help store huge data helping
small hotels to save a lot.

Services like SaaS, PaaS and IaaS can help hotels bring down costs like energy,
hardware and operations. It leads to cost cutting and higher productivity. A cloud
service can help employees in management and provide the best guest experience.

Chatbots

Chatbots have been an emerging hospitality technology trend for several years.
Still, 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 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 requiring 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 providing them access to what the customer has said.

Chatbots is a convenient way to inquire or for reservations in Hotel & Restaurant.

Internet of Things (IoT)

IoT has been in talks for a long time and now it has come to practical applications
in many industries. When it comes to the hospitality industry, it is used for
enhanced guest experience and optimized expense by connecting digital devices
and machines through the internet.

IoT can help enhance guest experiences by customizing services and being
accessible to the guests. IoT can help guests by automating room services,
conserving energy, and access to different features through voice and text. It also
helps hotels in lesser disruption at work, front desk management, guest data
collection and higher satisfaction.

For example, Le Meridian Goa, Calangute has built an IoT enabled hotel that
reduces energy consumption. With no human intervention, IoT helps automate
different functions which leads to reduced costs of manpower.

References

Complications, W. V. A. T. (2021, March 6). The Latest Technology Trends in

Hospitality and Tourism Industry. YouTube. https://www.youtube.com/watch?
v=1eAI6fNwffo&feature=youtu.be

Revfine.com. (2022, December 21). The Latest Technology Trends in the

Hospitality Industry. https://www.revfine.com/technology-trends-hospitality-
industry/

Wadland, M. (2022, October 3). 6 Tech Trends in the Hospitality Industry in 2022.
The Zebra. https://thezebra.org/2022/09/30/6-tech-trends-in-the-hospitality-
industry-in-2022/