Classic hospitality vs modern guest requirements

Today, travelers crave personalized service and convenience at the hotel. Of course, each person is unique, and what constitutes a positive personal experience for one guest may look completely different for another. Taking this fact into account, modern hotels should understand the need to introduce several models of guest services that allow them to choose their preferred one. Focusing only on those guests who are accustomed to a more traditional service, you risk losing modern travelers who expect a more modern and technological approach, and vice versa.

Based on recent studies, more than 85% of guests, if they had a choice, would use a kiosk or self check-in application compared to traditional check-in. Providing self-catering facilities, those guests who appreciate the quick and convenient check-in / check-out process will be completely independent of their stay. At the same time, those guests who prefer personal communication with the administrator will be rewarded with more attentive service at the reception, not embarrassed by long lines.

Hotel rooms today and hotel rooms that we expect to see in the near future are not just rooms with comfortable beds. Modern hotels have an obligation to provide guests with all the amenities, including the latest technology. Convenience and smart solutions are a combination that is a priority, as guests expect that their stay will not be overshadowed by setbacks or inconveniences.

Today, hoteliers around the world are investing heavily in creating their own applications for business, so it is not surprising that entering a keyless room using a smartphone is the trend that has now covered the entire hospitality industry.

Of course, the evolution of a classic hotel room does not begin and does not end with an entrance without a key card. Rather, this is only the beginning. For example, voice assistants or hotel room automation are gaining popularity more and more every year, which is why hotel owners are introducing these technologies into their rooms. Room features such as temperature, lighting, or other options can be pre-installed and configured from mobile devices or the iPad in the room, and wake-up calls can be set up via a smart TV. Instead of finding a bottle of water in the minibar, for which the hotel asks for an additional fee, guests can pour themselves a glass of red or white wine from the same minibar, expecting it to be part of good service and a priori included in the price of the room. Many hotels also invest in AI-based guest services in the form of mobile virtual concierges and chat bots. Artificial intelligence bots can perform the same tasks as a hotel representative in real time. AI can also solve problems with check-in or check-out. An assistant, not a manager at the front desk, can notify the guest when his or her room becomes available, or vice versa, remind guests of the hotel check-out and much more.

Considering that more than 60% of hoteliers believe that the quality of guest service will improve significantly due to expanded room service, and 70% of guests consider the presence of smart solutions to be necessary, these changes are not surprising. Instead of limiting potential income and spending resources through labor-intensive processes, smart solutions are introduced in hotels that reduce staff work, save energy and provide an opportunity to communicate with guests and manage hotel work processes remotely. These modern formats are not only more cost-effective, but also bring more revenue and provide a more personalized, modern and guest-oriented approach that leaves a positive impression.

The prevailing theme of 2020 is quite simple: say goodbye to the past. As the above examples show. The advent of new technologies will allow you to stay away. Those who put the needs of guests above all else can win.