Touchless Technology in the hospitality Industry
The epidemic prompted a surge in contactless technologies and experiences in the hospitality business, and many of these innovations are likely to persist even as we return to a new normal. A hotelier’s goal is to make guests comfortable, and if guests have developed new habits, hotels must adapt.
Rather than taking away the personal touch, contactless technology can give guests a more pleasurable — and tailored — experience. Hospitality and tourism companies developed solutions to create great experiences while enhancing health and safety standards throughout 2021. It’s also nothing new; as individuals spend more time on their phones, online retailers have been developing techniques and systems that hotels can now use. Hoteliers are increasingly relying on virtual tours, video, streaming, and other technological capabilities.
Guest expectations have changed
Guests want more control over their personal experiences, and they expect hotels to provide a straightforward (but functional) digital experience that spans all departments. They want options when it comes to connecting with the hotel, such as the ability to make requests, alter reservations, and control their stay using whichever device is closest to them. Guests also want to be as comfortable as possible. This includes not having to wait for a waiter to make a payment at the end of a dinner, avoiding the front desk altogether, and not having to pick up the phone to order their car from the valet. Simply said, it’s about control and ease.
The importance of data for a contactless experience
We anticipate that data management will play a larger role in day-to-day hospitality operations, particularly in on-property activities, visitor preferences, hotel restaurants, and event and conference facilities. We don’t need people to use keypads or give information to a worker on-site who is in close contact if we have data online that is entered by guests and easily accessible by staff. As previously in-person elements of the hotel experience switch to digital, the potential synergy means new levels of personalisation and efficiency.
Auto check-in
Once the booking is confirmed the guest gets an email/SMS in which a link is given .Through this link he has to fill the details of the people staying at the hotel with him and also upload the identity verification documents. This helps to avoid long waiting at the reception for the check-in formalities. The guest will also be receiving the pin for access to his room through this sms which results in hassle free check-in.
CRM
CRM can also assist in the reduction of physical touch. Guests and staff can log preferences before and throughout a trip, so accommodation preferences, allergies, and amenity requests are automatically addressed without the need for in-person interaction. A customer relationship management system (CRM) enables hotels to service customers more remotely, with fewer interactions throughout the visitor journey.
Video technology
On your hotel’s website, 3D video should be used to show off all sides of the property. Guests want to view video of the rooms and the property, including restaurants, marketplaces, bars, lounges, and outdoor areas, in addition to images. Is there a lot of space? Video tours reassure guests about the social distance measures you’ve implemented, as well as the cleanliness and hygiene adjustments you’ve made to the rooms.
Website chat functionality
Another fantastic feature to include on your hotel’s website is a chat tool (preferably with video). If a potential visitor has any issues, they can discuss them with a member of your staff and receive rapid responses without having to contact. This favourable experience instils trust in the brand and encourages consumers to make reservations.
Pre-arrival
Pre-arrival surveys are an effective method to reduce interaction and give personalised experiences to your guests, whether they are prompted online after booking or sent through email or text. You can customise your messaging even more with dynamic content based on location and information about the booking and/or facilities offered using a CRM. Video chat, pop-up chat, and text messaging are other useful options for visitors to ask inquiries before they arrive, reducing the need to visit the front desk or contact the in-room phone.
You can also utilise pre-arrival emails to remind your visitors about the most recent health and safety protocols, eliminating guest confusion and front-desk inquiries for information. This allows employees to focus on passenger problems while simultaneously expressing your hotel’s dedication to guest safety.
Smart lock
The front desk has long been a source of frustration for visitors. Guests have become accustomed to checking in and out without speaking to anyone now that the worst of the pandemic is passed. In an uncertain economy, this guest expectation might also help you manage your labour expenditures.
Checking in and out without using your hands can be done in a variety of ways. The majority of big hotel chains have substantially invested in smart lock, allowing guests to bypass the front desk and use their phone as a room key. However, not every hotel can afford to make that investment. Contactless front desk can also be done via SMS: the guest messages the front desk, and the front desk responds with information on their allotted room and any other data. Although texting may not be practical for check-in, it is ideal for check-out because the visitor can simply text the front desk to inform them of their departure.
Touchless ordering and payments
The QR code sprang to prominence as the unsung hero of pandemic efforts. While menus will almost certainly return in the future, continue to offer a touchless menu that combines ordering and paying. As a bonus, easier ordering can result in higher check averages.
A smartphone app can also be used for touchless ordering. It’s not an investment that every hotel is willing to undertake, but for those that are, it can be a significant benefit. Text messages and chatbots can fill in for folks who don’t have access to an app. This is particularly true for room service, which allows visitors to order food from any of your F&B locations and have it delivered to their rooms.
Digital notices
Real-time updates and information, such as pool hours, elevator capacity, new F&B protocols, or instructions for accessing and exiting the property, can all be shared via digital notifications. This can be accomplished by adding online notices to the digital concierge or sending text messages or emails to guests who can read them from the comfort of their own rooms.
Mobile control of the room
It’s all about encouraging guests to use their personal phones while staying at your hotel to reduce contact. Guests can use their mobile phones to manage the in-room TV, lighting, temperature, and more without touching any objects, in addition to using digital keys to enter their rooms.
Digitizing groups and events
Hotels will need to migrate to digital administration of numerous parts and enhance their tech stacks to reduce contact for groups and events. For example, events can provide totally contactless digital registration. You can use video conversations between your sales team and potential clients for group sales, as well as virtual tours to substitute site visits and inspections. In addition, hotels will need to demonstrate their live streaming capabilities, Wi-Fi strength, and video-conferencing capabilities in their proposals, as well as their adjustments for social distancing in meeting rooms, which will become increasingly significant.
Virtual fitness — classes and personal trainers
When hotel gyms were forced to close, many started offering digital experiences, which some customers prefer. Why not provide live streaming exercise sessions from a gym, which visitors can view on their Smart TVs in their rooms? How about in-room live personal video training sessions between coaches and guests? It’s critical to demonstrate that your hotel can cater to the needs of today’s tourists.
Post-stay automation
Hotels should also consider automating the distribution of their online surveys and requests for customers to leave reviews on review sites. As the checkout process gets more contactless, this will be your opportunity to hear directly from your guests on what they liked, didn’t like, and thought could have been better. It’s ensuring you have a built-in feedback mechanism that demonstrates you’re paying attention. You’ll almost certainly receive some extremely useful input, particularly on the newly improved visitor experience you’ve implemented. And perhaps you’ll receive some great reviews on TripAdvisor and Google as well!
It’s unclear whether this new normal will stick around, but we can take advantage of this cultural moment to think about how we can better leverage technology to give outstanding hospitality to guests in 2022 and beyond. Touchless technology is here to stay, and we’ve already seen how it doesn’t have to be a hindrance to good service — in fact, it may improve it. It allows them to have more control over their stay while also making things easier for everyone. It also helps to prevent germ transmission, which is something that will never go out of style!
To know more about touchfree technologies for hospitality industry connect at info@keleno.com
