This article was written by David Millilee, CEO of Angie Hospitality.
The future is here. While robots and artificial intelligence were cool concepts for the future, COVID-19 disrupted the industry and made them think about the safety of hotel staff and guests. The hotel experience with a human, personalized connection will never get old, but robotics can change the game for the better.
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According to a Gartner study, customer experience is responsible for more than two-thirds of customer loyalty. By investing in the right technology now, guests can feel safe and comfortable during their stay this year. This increases overall satisfaction, which translates into greater loyalty and more repeat visits. Let’s take a look at three areas where the latest technology will have the biggest impact on the hotel experience and provide guests with a personalized experience.
David Millili, managing director, Angie Hospitality
In the lobby.
Instead of greeting guests upon arrival with smiling front desk staff, face masks, physical barriers and aloofness are the norm. Hotels like Hotel Sky in Johannesburg use automated security services to serve guests, from check-in to dropping off luggage to the room. In addition to helping customers with their tasks, these robots can also scan facial expressions to assess customers’ emotions.
Self-service kiosks, similar to those in airports, can also allow customers to monitor their interactions, recognize their loyalty preferences and provide an efficient and convenient way to check in. This reduces waiting time and eliminates the need for contact with staff and other customers.
Hotels are looking for ways to replace traditional concierge service to keep guests from lingering in the lobby, reduce wait times, and limit contact with other guests and staff. Hotels like Hilton use a robotic concierge service that provides recommendations, directions and information about hotels. Mobile apps can also help customers avoid queues and provide an efficient yet personalized experience.
In the bedroom.
The use of fidelity profiles, data and advanced technologies enables ultra-personal targeting in this space. When a loyalty program member registers, the room can be automatically set to the desired temperature, their favorite music can be played, and the curtains can be opened to enjoy the top floor view. The use of AI and voice technology by in-room assistants further enhances the experience by allowing guests to control their environment completely hands-free and avoid various touch points such as thermostats, switches and remotes.
AI also allows guests to request towels, pillows or food to be delivered to their room without human contact. The Mercantile New Orleans employs a robot butler to bring guests snacks, coffee or the morning paper.