The hospitality industry continues to benefit from some wonderful innovation. Hotel booking systems are now affordable, intuitive powerhouses and in-room services have moved far beyond the provision of a flat screen TV and WiFi internet connection.
It’s an incredibly exciting time to be involved in this industry, and it shows no signs of slowing down. But, what’s next? Where else will these wondrous technological advances take us?
We think there are three hotel tech trends on the horizon that will change the experience for both guests and staff forever (and for the better).
1. Cashless, card-less, wallet-less payments
If truth be told, the payment revolution is already taking place, with people swapping cash and cards for tap-and-pay chips installed within their smartphones and smartwatches. But, equally, this is still a relatively nascent technology and one that hasn’t achieved world domination.
If you’re a hotelier operating in the UK, chances are you’ll be familiar with guests using contactless payment cards to settle bills below £30. Some may even be using the aforementioned tech to do so, and it’s hard to discredit the convenience offered by this evolution of payment.
In the not-too-distant future, everyone will likely do away with cash and cards. Near Field Communication (NFC) technology is now present in virtually every new smartphone, and as services such as Android Pay and Apple Pay become household names, they’ll be relied upon by vast swathes of the population. It’s infectious, too; once you’ve seen the ease with which a friend can pay for their drink at the bar with a simple tap of their phone, you’ll want ‘in’, too.
The hotel booking system will play a vital role in the payment revolution, with the systems of tomorrow integrating payment functionality directly into the software itself. That potentially means the end of fiddly Chip and Pin machines and costly acquirer contracts.
If your hotel booking system is PCI complaint (if it isn’t, you need to look for one that is), it will also offer the ability to keep a safe record of guest payment card details. And the change afforded by this functionality will be more of a strategic one, forcing hotels that have perviously relied on what are effectively gentlemen’s agreements for securing bookings to switch to far more secure, reliable methods that offer full protection for the business.
2. The end of the traditional hotel check-in?
This is a tricky subject, because on the surface it involves digitising and - as far as many independent hoteliers are concerned - de-humanising the guest check-in experience.
It demands exploration, though, because we’re living in an increasingly automated society. As discussed during our recent webinar with BookingSuite, the digital, convenient experiences offered by other elements of travel, such as flights and Uber rides, needs to continue once the guest reaches the hotel.
Similarly, the rise of digital personal assistants like Siri and Amazon Alexa is offering consumers functionality within their homes and while travelling that was once the stuff of sci-fi movies. If you can walk into your living room and ask a small circular device to turn your lights on (which it does - instantly), why shouldn’t you expect an autonomous check-in experience when you enter a hotel?
Independent hotels will always set themselves apart from the chain, flatpack hotel competition with the service they offer, and while the traditional hotel check-in desk’s days probably are numbered, the importance of attentive, human service to compliment the technology will increase. Hospitality was, is and always will be a people business, after all.
3. Rise of the IoT
At it’s base level, the ‘Internet of Things’ (IoT) simply refers to devices that possess internet connectivity. Smart fridges, TVs and doorbells are already entering the home and providing owners with the ability to keep tabs on their property, no matter where they happen to be.
Such technology is also making its way into hotels, with large chains introducing Amazon Alexa personal assistants and making changes to their building management systems that provide guests with ultimate control over every aspect of their room.
The challenge at the moment is one of cost; introducing IoT devices at scale still represents a significant investment for independent hotels, but as tech firms continue to innovate, prices will start to fall, enabling every accommodation owner to dip their toes into the IoT revolution.
Excited? We are. With change comes opportunity, and the technology we’re starting to see filter into the top-end of the hospitality industry won’t take long to make it’s way into the independents. That means better guest experiences can be created and a more profitable business maintained.
What are you looking forward to the most? Tell us below!
On 8th May 2017, we’re holding a webinar which will dive deep into PCI DSS compliance and explore the facts (and myths) of processing guest payment cards. Places are limited, so why not book a front row seat today, by clicking below:
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