Sustainable Facilities Management

Topic : Use of Technology

Tuesday February 5th, 2019

Fatou Benjamin Professor Willy

1609-HRMC
KEBE PARISOT LEGRAND
Questions
• What are the advantages of the technology in the hospitality industry ?

• In which way can technology help hospitality f acilities be more « sustainable » ?

Advantages of the technology in the hospitality industry
• Human factor is the key to customer performance in the hotel industry

 Innovation makes it possible to meet customer expectations, to stand out from the competition and
thus attract new customers

Latest developments in hospitality industry :

• In September 2016, Oracle Hospitality, a technology

solutions provider, commissioned Phocuswright to
conduct a survey of 777 American travelers who
stayed in a hotel as part of a leisure trip in the past 12
months. The aim was to understand how technologies
influence the experience of hotel guests. Measuring
satisfaction with these tools helps the hotelier to
assess the return on investment.
 Innovation also helps to build customer loyalty

• Automation of check-in and check-out, in order to

improve their efficiency, hotels are seeking to
automate their check-in process. Mobile check-in
is well on its way to becoming a standard, which
will allow hoteliers to focus more on the customer
experience.

 It also helps to create a more personalized

experience for the customers.

• Personal data has become the number one

resource for companies. A lot of information is
hidden in this data, and it can help hoteliers to
bring a "personal touch" to each guest's stay.
 The role of technology is no longer in doubt when it comes to the future of the hotel sector, but there is
something that technology can never really replace: the human relationship.

• Almost 60% of hosts still prefer to talk to the reception face-to-face in order to create the desired experience
reveals a study conducted by Oracle Hospitality in February 2017.

Today, human interactions are less and less frequent, but when they do occur, they are of much greater value.
Hoteliers cannot afford to forget this human interaction.