The stiff competition in the hospitality industry has pushed the need to deliver personalized experiences – leveraging automation technology will help achieve the expected level of customer experiences
The hospitality industry is dependent on a large number of complex and repetitive tasks which deny the resources and time to focus on more valuable things like strategizing for better guest experiences. However, as per a survey by Sage, only about 16% of hospitality companies actually leverage the emerging technologies. The number will grow, but the industry needs to understand the value add this adoption provides.
Robotics is today a widespread adoption, delivering promising tools to businesses and individuals operating within the hospitality management department. The increased dependency on robotics arises from their ability to offer self-service and the augmented customer experience. Also, automation adoption has the potential to make improvements cost-effectively, with the required speed and accuracy.
Henn-na Hotel, Nagasaki, Japan, has taken this adoption to the next level, becoming the first hotel to be entirely staffed by robots. Robots are deployed throughout the hotel at the front desk services, storage services, to provide information, and check-in and check-out services, and are using advanced technologies, including voice and facial recognition.
The hospitality industry has common pain-paints and the same digital challenges every time. The industry deals with a massive amount of customer data, and they are now using automation to manage the data rapidly to enhance the customer experience. Data is often siloed by various teams working remotely on bookings and payments for the same property. Diverse systems are involved that do not allow effective cross-channel information sharing. This restrains communication and collaboration, creating inefficiencies, taking over storage space, and pausing overall efficiency. So, companies must integrate automation technology to ensure easy data sharing and security. This has an immense impact on revenue.
Using high-end technologies like robotics and automation requires proper knowledge and skills to make effective decisions. Many of the companies have already automated some of their company processes. But, the topmost concern to make this more widely implemented is the digital skills gap among employees. Once that challenge is met, implementing integrated solutions or a single end-to-end platform makes practicing, training, and optimization of that technology easier.
Today’s competitive business environment does not leave the scope to overlook any opportunity for good market outreach. Automation could be the most promising tool for the hospitality industry, helping them to reach out to the customers smartly by sending timely, targeted offers in real-time. This will enable them to spike up the guest engagement. Also, streamlining the internal processes by using an automated back-office dashboard will allow the hospitality leaders to manage and organize information in one central location, driving enhanced guest interactions.
There are also other technological breakthroughs like IoT devices, autonomous agents, and virtual reality that have influenced the sector profoundly by transforming the workforce and jobs. But, automation technologies – machine learning, AI, and robotics – is the single more disruptive tool that will make a huge difference in the hospitality industry’s revenues, especially now when the market is all set to become much tougher than ever before.