Top Trends 2023 - Hospitality Technology

In the movie Passengers, the protagonist, Jim Preston, was the only person awake amongst over 5000 on a spaceship built for interstellar travel (spoilers ahead, duh!). The only interaction he had was with the android bartender, Arthur. In fact, the entire ship was automated, including the restaurant, the food bar, shops, entertainment centers, the pilot and even the medical bay. The best part? They were always online. All are integrated with Artificial Intelligence (AI) learning capabilities and voice recognition to provide the best possible hospitality.

Coming back to Earth, the hospitality industry here includes hotels, motels, resorts, other lodging options, travel and tourism agencies, restaurants, cafés, bars, etc.  While these platforms offer travelers cost-saving plans, multiple entertainment choices and transparent hospitality, when it comes to creating top-notch experiences, every hospitality business needs to rely on technology. #ThatsAFact

When it comes to hospitality technology, one must understand the various aspects that influence its implementation. First, comes the guest. The primary objective of the industry is to provide the utmost satisfaction to its customers. Second comes hotel management, which works towards improving, managing and developing internal functions. After that comes the marketing process which aims at acquiring potential customers and building the brand name. Year after year, hospitality providers look for new avenues to exploit to enhance customers’ experience. This year, several new technological trends will influence the world of hospitality!

So, let’s dive into the Hospitality Technology Trends for 2023.
 

Trend 1: Automation Will Be Everywhere And Everything

Do you like standing in queues? Surely not! Nobody likes them. Especially not when going somewhere to relax. Surely hoteliers must have realized that guests get frustrated when they’re made to wait. This is why they’ve begun introducing features to speed up routine processes, something that will be in focus in 2023.

Hotel guests will check in and out at kiosks, book services and set preferences. This feature will extend to include scheduling housekeeping appointments, purchasing add-ons, making payments and reservations, transportation etc. Hotel mobile applications will offer check-in services even before guests reach the hotel so that their room is ready when they get there. The app also functions as a key to their room, offers contactless bill payment options and future scheduling. Even simple tasks like moving luggage can now be automated. To help elders and disabled people, hotels will also provide automated mobility within the hotel premises.

Hotels can benefit from this by deploying Cloud and Mobile Property Management Systems (PMS) which make internal processes easier and faster to handle for the staff in terms of scheduling of shifts and task allocations, offer accurate forecasts and more precise pricing decisions. Not many hotels currently take advantage of this automation technology. Restaurants and bars are also moving to automated robots for quicker service. Some fast-food chains have already implemented self-service kiosks and others will follow soon. In December 2022, McDonald’s opened its first automated restaurant in Fort Worth, Texas, which uses kiosks to place orders and conveyor belts to deliver orders.

TechDogs' Opinion: A few hotels have experimented with multilingual robots resembling humans (and the famous velociraptors!) at the front desk itself. However, currently, they only offer basic movements and come across as rather too robotic. We think that this trend will take the next stride soon and introduce automated robots that will have more human-like traits, demeanor and a learning and evolving personality, like Arthur, the android in Passengers. Hotels will introduce auto-driving vehicles for elderly and disabled guests that come with preset personalization and preferences. We believe hospitality providers will also offer service requests on mobile apps to reduce multiple interaction points thereby eliminating human errors. Services such as pre-ordering meals, seating reservations, pre-check-ins, etc. will be automated and confirmed by mobile applications, ensuring on-site processes are carried out instantly. #AutomateItAll
 

Trend 2: IoT Will Keep You Seated. Literally!

Haven’t we all been too tired after a long day when even reaching out for the TV remote becomes a chore? Imagine coming back to your hotel room after a fulfilling yet exhausting day of sightseeing and then you realize you’ll have to get up to get the remote and turn the lights off. Not fun, right? Well, a lot of devices are now connected to the internet or a network and can be centrally controlled. This includes devices such as televisions, refrigerators, security systems, electronics, furniture, lights and more. Collectively, these are known as IoT (Internet of Things). The number of IoT devices worldwide is forecast to rise to 15 billion in 2023 from 9.7 billion in 2020.

Hotel rooms are now turning smart by offering guests the option to control objects in the room from their phones or other devices. Other than the use of phones for control, devices can be set to respond to sensors connected to the network. Moreover, enabling this service to guests reduces wastage and costs on the hotel’s part as well as feeding them information on guest preferences and habits, which will allow them to offer better service or personalized suggestions.

TechDogs' Opinion: With the vast expansion of IoT devices globally, most people have experienced the ease of comfort that comes with them or are at least aware of its progress. As a promising sector, we expect other devices that run on electricity or batteries but are not yet connected online will be made smart soon. We believe that hotels will move to include more IoT devices in rooms and around the hotel including TVs, lighting, air-conditioning, water heating devices, floor cleaning robots, etc. Additionally, they will allow guests to control their rooms when they’re away or even set up their rooms to their liking before they even get to it via mobile applications or browsers. Hotels will benefit by gaining control of devices, understanding guest preferences, acquiring feedback and powering devices remotely. #IoTWillBeTheNewFancyThing
 

Trend 3: Artificial Intelligence Will Take Over Customer Service

There’s no doubt that AI is reshaping machine-human interaction. Since the purpose of machines is to improve human life, it’s best to do it in a way that suits its user. Customer service is a crucial function of the hospitality industry. The use of AI-based response systems allows hotels to offer round-the-clock, speedy and personalized services.

Hotels are moving on from the belief that human interaction means personalized service. This is probably because chatbots now function as FAQ dispensers. AI will enable chatbots to learn human behavior and adapt to individuals. For guests, chatbots enhance the reservation process, resolve queries faster, offer multiple services from one location, are available 24/7 and more. The advantage for hotels AI-driven chatbots require less training, continuous learning, can service multiple guests, are cost-effective, deliver better service, build customer profiles and eradicate human error. They are trending across the hospitality industry for a reason!

Hotels are investing in voice and facial recognition software. Guests can book services from their rooms without human intervention. Facial scans will replace keys to grant guests entry to their rooms. AI-infused recognition software will also help consider a guest’s mental, emotional and physical state to personalize their surroundings.

TechDogs' Opinion: We believe that AI will help hospitality brands build customer loyalty. As hospitality service providers are now embracing cloud computing for their internal functions, the combination with AI allows applications to learn from each other. Essentially, platforms used by service providers will be able to learn guest preferences and behavior patterns even when they’re not around and offer a personalized experience when they visit next. Another avenue this will benefit is chatbots. Chatbots will look to become more personalized during interaction with customers and learn to adapt to their individual styles. This will lead to higher revenue, brand loyalty and positive sentiment for the hospitality business. #AIWillBoostPersonalization
 

Trend 4: AR/VR Will Show You The World

 
Until recently there were three ways to explore new places. Travel for real, in photos/videos or dreams. The advent of AR (Augmented Reality) and VR (Virtual Reality) has brought up a new and fun way to experience them. The best part? Anyone can offer a virtual tour of their place; big, fancy hotels or tiny cafés. Many hotels will offer VR tours of their premises and amenities soon. Allowing guests to preview the hotel portrays transparency and instills confidence. Of course, since the technology is new, it’s expensive which will lead to some using the 360-degree view alternative, which isn’t as impressive but still offers a better understanding of the location remotely.

Following the viral success of Pokémon Go, the Augmented Reality (AR) game, numerous companies have tried to introduce their own versions. The hospitality industry didn’t remain far behind. Many hotels and restaurants have already introduced games or other activities in their own app using these technologies. The Hub Hotel in the UK placed maps in its hotel rooms for guests to point their phones at to get information about local attractions. Similarly, Best Western had the option for children to stand beside their favorite Disney film characters. A few hotels allowed guests to redecorate their rooms virtually.

TechDogs' Opinion: We believe that with further developments in AR/VR, the primary advantage customers and guests will enjoy is getting a taste beforehand. Through interactive applications, guests will discover hotels, their offerings and nearby attractions in a fun way. We expect more hotels will invest in AR games that keep kids entertained and provide a more enjoyable stay. Although photos, videos and even the 360-degree view is an alternative, it doesn’t offer a real enough feel. VR offers customers a realistic view of the hotel and rooms. Adding to this, we believe the entire process will undergo a revamp. Virtual booking processes will allow customers to look for and book flights, compare hotel prices and book rooms or make reservations while engaged in VR applications. Although it is still in its infancy, AR/VR is quickly gaining traction in the hospitality industry and it’s fair to conclude that customers will prefer picking establishments that offer this service. #AreYouVRReadyYet
 

Trend 5: Advanced Connectivity Will Be Wherever You Go

 
People who grew up with a modem connection have experienced ultra-slow speed while browsing the internet. (90s kids will remember!) Yet, they wouldn’t be able to control their frustration if they were made to use it right now. It’s like they say, “If you want to see someone’s true self, make them use a phone with a poor internet connection”. Luckily, we live in an age that is ever developing and Wi-Fi 6 and 6E is the newest development in connectivity. Cutting out the technical lingo, it’s A LOT faster. It’s being described as the biggest spectrum addition to Wi-Fi since 1989 by PCMag.

Nowadays people use multiple devices for personal and professional use. Everything connects to the internet and requires a considerable amount of bandwidth. Entertainment has largely moved to live to stream and requires uninterrupted and quality service. Hotel guests spend a lot of time exploring the city they’re visiting on their devices before stepping out.

Cafés, restaurants and bars have also seen an increase in working professionals and while most offer free Wi-Fi, they must ensure they provide quality service. Aside from this, most top hotels have business centers for professionals to work out of or companies to conduct meetings. Ensuring the equipment is of top quality is a must for hospitality service providers, especially considering how many are converting into smart hotels.

TechDogs' Opinion: We believe that hotels will update their connectivity infrastructure, especially with the bouquet of benefits Wi-Fi 6 and 6E have to offer. As hotels and other hospitality service providers are moving to smart solutions, it’s only fitting that they will need to better their connectivity services. Better connectivity and speeds mean that the establishment will be able to provide quality connection services for more devices, especially with the infusion of AI, cloud computing, AR/VR services and other technologies as well as online entertainment platforms. With pan-hotel connectivity, guests won’t have to go to desks or kiosks to be able to communicate, set preferences or receive online connectivity services. With a growth in the number of traveling professionals and remote workers, hospitality providers will have to ensure they provide quality connectivity. #DontIgnoreConnectivity
 

To Sum Up

In a study conducted by Duetto, 77.6% of 210 industry professionals surveyed said that they are planning to increase their spending on hotel technology by 2025. Additionally, 56.2% of professionals believe automation will gain further importance in hotel revenue management.

The more you offer, the more customers you’ll get. This applies anywhere, even in the hospitality industry. Quantity is good if it doesn’t come at the cost of quality. Technology advancements keep changing and redefining every industry - the hospitality industry isn’t excluded from this. Technology makes our life less hectic and that is the basic objective of the hospitality industry too, right?