Key technology trends for 2021 in hospitality
This year has been unique for an industry that places a high premium on human contact. For the first time hoteliers have looked at ways to restrict guest-reception contact through the use of technology.
Whilst this situation was not through choice, it did jolt us into realizing how vulnerable and ill prepared hotels were for technologies such as online check-in and payment. It should, therefore, be no surprise to learn that 2021 will bring many new technologies into the hospitality industry.
Artificial intelligence
Europe is no backwater when it comes to technology, but it is a long way behind APAC countries such as Japan and China who have been using robots and AI (Artificial Intelligence) to administer guests for a long time. Some European hotels have introduced robots, check-in kiosks, and chat bots for room service, wake up calls, tickets, etc. however, luxury hotels generally believe that good service cannot be properly achieved without human contact. The first thing that a guest should see when he arrives at a hotel is the welcoming smile of a member of staff checking him in.
“The key advantage of AI in the hospitality industry is in helping to stay in contact with the guests, but avoiding personal contact.”
Nowadays of course, things have changed and with guest interaction limited to just visual contact. Even the luxury hotels have had to adapt to these new procedures and are asking whether AI could ever replace the human being? There is probably a balance to be found somewhere, the primary function of AI and robots is to take over the mundane and repetitive tasks, freeing people to concentrate on important strategic or creative work, or just showing a human face. Hotels staffed entirely by robots is unlikely, but they will start to appear in 2021 and the demand is increasing.
The key advantage of AI in the hospitality industry is in helping to stay in contact with the guests, but avoiding personal contact. Despite the current situation, people are still going on business trips, consequently communicating with guests, and analyzing their preferences will be just as important as it ever was.
Cloud Solutions
In 2021 the Cloud will be more important than ever. Removing the restrictions of in-house systems means that it can be used anywhere, which in today’s lockdown environment is priceless. Cloud solutions are effective, fast, economical, and secure, and hoteliers should have no qualms about using it.
“Cloud solutions are effective, fast, economical and secure.”
We at HRS offer Oracle Hospitality OPERA Cloud and Oracle Hospitality Simphony Cloud solutions. Both of them have a solid reputation for a long time in hospitality market and I predict that in 2021 they will be even more popular as hotels adopt it post COVID-19.
Upsell technologies
Cashflow is key to the survival of a hotel, hence, getting as much as possible to flow in and making economies wherever feasible is a sensible policy to follow.
Upselling is a good way to generate some additional earnings. Upgrading the room or selling extra services can achieve this, but it is best achieved by using upsell technology, consequently, these features will be the one of the most popular software upgrades in use during 2021. Hoteliers will try to recoup their 2020 losses in the new year and a combination of AI and upsell solutions will be very effective.
Next year will present a lot of interesting challenges for both the hospitality and service industries. Regulations for travel and accommodation will probably change often and quickly so hotels will need the ability to react extremely fast; this is something that and technology can help them with it.
“Hoteliers will try to recoup their 2020 losses in the new year and a combination of AI and upsell solutions will be very effective.”
I believe that the hospitality industry will not properly recover until after the COVID-19 crisis has been resolved. Until that happens it must adapt and be ready to meet the challenges that it will have to face. Rest assured, HRS will be there to help.
Author:
Inna Novosela
Business Development Director HRS
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