By Jayant Singh
Technology is and will continue to revolutionize the hospitality industry, reshaping it to be more efficient and personalized.
The traditional use of technology was limited in the hospitality industry for many years. However, gradually it is used in the areas of Property Management, Revenue Management, Reservations and CRM’s or Loyalty programs. With the advancement in technology these have become more efficient and integrated. With the advent of Internet these have improved “Ease of Doing Business” with all stakeholders be it Customers, Associates and Owners.
Now with the AI we are getting into another wave of technology advancement which will make the systems more powerful, Interactive, and yet make it possible to make it personalized for every customer. This will not only impact our Customer Interactions but make our business processes more efficient and seamless.
The Smart AI Systems will be able to make large data processing easy and will be able to make logical deductions helping us with our decision-making process across the broad spectrum of data points be it revenue or costs or inventory.
Unfortunately, the industry rarely talks about technology for back-end. We think that’s an area that needs to be explored a lot more i.e., like other industries use JIT “Just in Time” inventory model while we continue to build stores to hold inventory. Is it possible for us to do “Blinkit” on a B2B model freeing up spaces and capital?
Mobile integration: Smartphone has become the ultimate travel companion. Mobile check-in and check-out are now common in hotels, reducing wait times and freeing staff to focus on customer service. Apps can manage settings in a room, request service, and even act as digital keys. Restaurants have replaced traditional menu items with QR codes, allowing customers to order and pay from their phones, simplifying the dining experience and reducing physical contact—a shift that COVID -19 epidemic has accelerated.
Sustainable Technology: Sustainability is increasingly important, and technology is enabling the hospitality industry to reduce its environmental footprint. From energy-efficient smart buildings to water-saving technologies, companies are using technology to be more environmentally friendly. Digital receipts, biodegradable materials and IoT-enabled resource management are just a few examples of how technology is supporting sustainable practices.
Virtual and Augmented Reality: VR and AR are creating new commercial and entertainment opportunities in hospitality. Virtual tours can showcase accommodations and destinations before booking, increasing customer engagement. In entertainment, AR can provide visitors with interactive experiences, such as historical tours or enhanced dining experiences, adding fun and texture
Data Protection and Privacy: As technology advances, there is a need for strong data protection. The hospitality industry processes large amounts of personal data, making it a prime target for cyberattacks. Investing in cybersecurity is paramount to protecting guest privacy and maintaining trust.
The Future is Personal and Efficient: The future of hospitality lies in the use of technology to create personalized, effective experiences along with making business models more efficient. Technology will continue routine tasks, freeing up employees to deliver unique, customized services that cannot be committed to. The challenge will be balancing tech with convenience and a personal touch with “Service Dil-Se” which is what we believe in at Treehouse Hotels & Resorts.
About Author
Jayant Singh is a man with a dynamic personality. He is Managing Partner in Treehouse Hotel and Resorts a hotel management company for inventory hotels, is the man behind India’s Top Hotelier, the country’s first hospitality training service show. His quest is for the next big thing in hospitality which augments the industry in any which way. Jayant started Treehouse in September 2007 and is also the India Business Head of AWSEC (Asia Wine Service & Education Centre), and the Founder & CEO of Onlycefs, and the views expressed in this article are his own.
