In recent years, we have seen hotels throughout the world adopt various technologies to improve operations as well as the overall guest experience.
If we look back at our own reportage from June of last year, we may recall how ZUZU Hospitality Solutions’ Vikram Malhi called out tech hesitancy on the part of hotels and hotel management companies as a hindrance to the more widespread adoption of artificial intelligence (AI) as a means of improving operational efficiency.
Since the airing of that interview, things have shifted significantly in the industry with those calling the shots finally accepting the fact that technology is an operational lifeline at a time when labour shortages remain unresolved and guest preferences and expectations seem to evolve by the second.
In which case, what technologies could shape how the global hospitality industry works throughout this year and beyond?
Chatbots, begone; we enter the age of agentic AI
In the current context, online customer inquiry is no longer the domain of the pre-programmed chatbot.
Today, those browsing online can interact with agentic AI-driven systems which can make autonomous decisions as opposed to scripted answers.
Indeed, rather than simply answering standard questions, new age AI avatars anticipate what individual users need based on data from previous bookings, real-time behaviour, as well as other external factors.
As such, the technology is able to anticipate a user’s needs from the specific temperature they want in their room when they arrive, to dining suggestions based on preferences and allergies.
Contemporary AI thus acts as an invisible secondary concierge: this helps when it comes to dynamic room pricing as it can advise would-be guests based on current and potential weather conditions in the area, as well as any major events occurring within the vicinity.
Where robotics come in
Experts in several events we’ve covered throughout the past year have emphasised that robotics technology is not meant to replace human employees, but more to augment the quality of their service, as well as operational efficiency throughout a property.
Autonomous service robots, in particular, are now being used for the tedium of housekeeping, enabling hotel;s to deploy human staff to other areas where a human touch would be appreciated by guests.
By doing so, hotels are able to offer guests a warmer, friendlier experience with their staff even as back-end operations are done faster and to a particular standard.
In the future, particularly with the looming synthesis between hospitality and medical tourism, we may see a wider use of service robots, specifically catering to the needs of guests with specific conditions or who need to be prepared for treatment.
The case for smarter rooms
Nowadays, the concept of smart room systems is no longer a novelty, but more of a necessity to improve the comfort and convenience of a guest’s stay.
Contemporary room modules now enable guests to control lighting, temperature, and even entertainment via proprietary mobile apps or, in more sophisticated properties, the use of their own voice.
At the same time, such technologies also serve as real-time data gathering systems for housekeeping and maintenance teams, enabling them to make necessary repairs or even minor adjustments as soon as possible as opposed to waiting till guests leave.
