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a hotel in the future where they invest in technology and all the employees are robots.

How to Invest in Technology to Improve Efficiency and Customer Service in the Hospitality Industry

Invest in technology is the key to staying competitive by embracing technological advancements. Investing in the right technology is not just a strategic move—it’s an essential step for any hospitality business committed to excellence. Whether it’s about refining customer service or optimizing operational efficiency, technology is the catalyst for innovation and improvement.

In this blog, we will explore the role that technology plays in the hospitality sector and how businesses can use it to increase productivity and provide better client experiences. Moreover, we’ll shed light on cutting-edge IT advancements that are reshaping the hospitality landscape.

Join us as we delve into the world of Information and Communication Technology (ICT) within the hospitality industry, and learn how to effectively harness technology to boost productivity and create memorable experiences for your guests.


TOP 5 Technological Advances Boosting Efficiency in the Hospitality Industry

The hospitality sector is one of the most reliant on technology for day-to-day operations. Without the aid of information technology, managing the intricate workings of hotels, restaurants, and other related businesses would be a daunting task.

Thanks to technological innovations, hospitality businesses can now extend their services beyond their physical locations. For example, online booking systems allow guests to reserve accommodations from anywhere in the world.

Digital marketing channels, such as social media and mobile apps, have also revolutionized how hospitality businesses market and communicate with their customers.

This phenomenal is supported by the latest survey from Duetto reveals nearly 78% of hoteliers will increase their investment in hotel tech in the next three years

Here are the top 5 technological advances transforming the hospitality industry:

Automation

Hotel automation makes jobs more efficient, which helps management, housekeeping personnel, and front desk staff to simplify operations and cut expenses. 

To keep their hotels operating efficiently in the past, hoteliers had to rely on manual procedures like call centers, and paper-based systems. Today’s technology offers a suite of tools for hoteliers to enhance efficiency. 

The latest study stated that 56.2% said automated processes in revenue management would be ‘Extremely Important’ in 2022. And according to a Deliotte analysis on the hospitality industry, more than half of hotels are running at between 25 and 54 percent of their pre-pandemic staff and are depending on cloud and artificial intelligence (AI) solutions to make up for manpower shortages and improve operations.

Hoteliers can now more easily monitor cancellations, reservations, and room status updates across several platforms thanks to hotel automation, which facilitates prompt inventory decisions. 

This covers everything, from making reservations for rooms and workers to keeping track of merchandise and handling payments.

Even with a reduced staff, managers can guarantee that their hotel is always operating well by having the capacity to oversee all significant operations from a single platform. 

Automation’s collaborative nature means that any authorized individual can pick up right where their colleagues left off, making it a highly efficient and cost-effective solution for establishments of all sizes.

Augmented and Virtual Reality

A woman working at the best marketing agency in Bali SATUVISION playing Virtual Reality games in an office is an example of implementing investment in technology.

Adopting virtual reality (AR/VR) to give more engaging experiences is one of the luxury experiences that few hotels offer for their guests. 

Here are some ways AR/VR is being used in the hospitality industry:

  • Interactive hotel rooms: AR can be used to create interactive elements within hotel rooms, such as wall maps that provide guests with information about the hotel and its surroundings.
  • Virtual hotel and room tours: VR can be used to showcase hotel rooms via interactive elements, allowing guests to explore the hotel and its amenities before they book.
  • Virtual travel experiences: VR can be used to create virtual travel experiences using 360-degree video technology, allowing guests to explore destinations and nearby attractions.
  • Interactive rooms and navigation: AR can be used to help guests navigate through hotels and find their way to hotel rooms and other services in real time.
  • Enhanced customer experience: AR/VR can be used to enhance the overall customer experience by providing guests with immersive, life-like experiences.
  • Improved access to information: AR can make information readily available to guests at all times of the day, improving their entire experience.
  • Marketing tool: AR/VR can be used as a marketing tool to showcase hotel rooms and amenities, and to create enthusiasm among guests.

One of the major examples is Hilton’s adoption of virtual reality training scenarios using Oculus for Business is a testament to the transformative power of technology in the hotel industry. 

This immersive approach allows Hilton’s teams to fully grasp the intricacies of hotel operations by stepping into the shoes of both employees and guests. 

Through the Oculus headsets, Hilton team members experience a variety of modules that simulate the physicality and complexity of hotel tasks such as setting up room service trays, cleaning guest rooms, and checking in guests.

Data Analytics and AI Marketing 

Since the onset of the pandemic, it’s been found that 81% of people spend the same or more time engaged at each touchpoint.

Therefore, Hoteliers may enhance their marketing ROI and personalize their campaigns with the help of AI-powered solutions. 

AI marketing analyzes consumer data, including search and purchase histories and preferences, to help hoteliers craft more targeted and effective marketing campaigns. 

For example, AI can identify customer trends and preferences from their search and purchase histories. This insight allows hoteliers to develop personalized marketing messages that resonate with consumers and increase conversion rates.

AI also helps to optimize the delivery and timing of marketing campaigns. Businesses can streamline their advertising efforts with less manual intervention by utilizing solutions such as Google’s Smart Advertising Campaign. 

This suite of automated advertising tools leverages data analytics and machine learning to present users with relevant and personalized ads based on their behavior, interests, and other factors.

2 Best Latest Technological Touchpoints That Can Enhance Guest Satisfaction [2023]

The modern customer experience must surpass conventional customer service techniques since today’s consumers have ever-changing expectations. Every consumer-brand touchpoint needs to incorporate the expectations and preferences of the customer. 

Fulfilling these demands is no easy task. Actually, according to a recent study, 67% of consumers claim that they have stronger expectations than ever for positive encounters. Technology is driving this demand and helping brands that prioritize their customers at the same time. There are incessantly innovative methods to establish a connection with your clientele, ranging from voice assistants to cloud computing and beyond. And there will be more additions to this list.

Hospitality businesses need to discover the best tools to generate sales growth, foster brand loyalty, and provide a great customer experience.

Here are the two latest technologies enhancing guest satisfaction in hospitality:

  • Chatbots for instant customer service.
  • Cloud computing for centralized customer data management.

Below are the details of these 2  technologies that can enhance the customer experience; and one of them you probably already use.

Chatbot

A cute green chatbot image with the words "what can i help you" makes it easy for digital marketers to invest in technology.

Chatbots are internet-based chats that employ artificial intelligence to have online conversations with real users.

Today’s consumers are used to quick web access and answers due to the widespread use of smartphones and mobile search tools. However, according to consumer research estimates, 90% of online requests go ignored by firms, even though buyers are reportedly willing to wait up to four hours for a response

Even though customers are reportedly willing to wait up to four hours for a reply. Such inaction can detrimentally affect revenue, sales conversions, and brand longevity.

Chatbots are increasingly becoming an essential component of customer service for an increasing number of organizations, including those in the hospitality sector, as they match the modern consumer’s desire for prompt and efficient support.

Cloud Technology

Cloud technology is revolutionizing the way hoteliers run their businesses and interact with their customers. It is expected that hoteliers will invest 7-8% more in cloud technology over the next 2 to 3 years.

Cloud computing has revolutionized the hospitality industry by providing updated data in real time, reducing costs, bringing scalability and automation to business operations, and offering seamless customer experiences

Here’s how cloud technology improves customer experience in the hospitality industry:

  • Efficient operations: Cloud-based property management systems (PMS) enable hotels to streamline their operations, save time for employees, and create more positive guest experiences. With cloud-based PMS, hotel staff can quickly access guest information, preferences, and requests, allowing them to provide personalized and efficient services.
  • Personalized experiences: Cloud technology empowers hotel staff to provide customized and comfortable stays for guests By leveraging real-time data and analytics, hotels can offer personalized recommendations, such as room upgrades or restaurant suggestions, based on guest preferences and past behavior.
  • Faster check-in and check-out: Cloud-based PMS allows for faster and more efficient check-in and check-out processes, reducing wait times and improving the overall guest experience.
  • Improved communication: Cloud-based communication tools, such as messaging apps and digital concierge services, enable guests to communicate with hotel staff easily, make requests or ask questions, and receive prompt responses.
  • Enhanced security: Cloud services offer full security expertise with automatic updates, ensuring the protection of guest data and information. This level of security is often challenging for hotels to maintain with on-premises solutions.
  • Cost-effective solutions: Cloud-based applications are usually more affordable than traditional systems, allowing hotels of all sizes to access advanced management tools and provide better customer experiences.
  • Minimized physical interactions: In a technologically advanced world, customer expectations surpass what traditional hospitality can provide. Cloud computing helps to effectively satisfy customer needs by minimizing physical interactions and eliminating inconvenience.

Read more: How Does Artificial Intelligence in the Hotel Industry Work?

Then How to Invest in Technology for the Hospitality Industry? [Beginner Friendly Guide]

Purchasing technology involves more than just following the newest trend; it also involves making well-informed judgments that suit your company’s objectives and the needs of your customers.

 Here are five crucial points to think about:

An infographic with a combination of orange, black, and white containing 5 Crucial Think Before Invest in Technology for the Hospitality Industry.

Assessing ROI and Cost Analysis

When considering the integration of new technology within the hospitality industry, a thorough Return on Investment (ROI) and cost analysis is crucial. Below are the following steps to consider in assessing ROI and Cost Analysis.

  • Initial Costs: Understanding the upfront investment is essential. This includes the cost of purchasing hardware and software, installation fees, and the expenses associated with training staff to proficiently use the new technology.
  • Operational Savings: It’s important to project the long-term operational savings that the technology will facilitate. This could be through streamlining processes, reducing labor costs, improving energy efficiency, or decreasing the need for physical resources.
  • Revenue Generation: Evaluating the potential for revenue enhancement is a key aspect of ROI. This involves analyzing how the technology can attract more guests, improve guest satisfaction (leading to higher retention and referral rates), and enable dynamic pricing strategies to maximize revenue.

Ensuring Seamless Integration & Compatibility

The new technology must integrate flawlessly with your current platforms, such as the Property Management System (PMS), reservation systems, and other operational tools. Seamless integration is crucial to maintain uninterrupted service and data flow.

The other important aspect is scalability and securing reliable vendor support, hospitality businesses can safeguard their technology investments and ensure a smooth operational trajectory as they grow and adapt to the changing market. As a result, collaborating with trustworthy vendors is crucial.

Training and Usability

The successful adoption of new technology in the hospitality industry also relies heavily on how easily staff can use the system and the training provided. Two major elements that your business has to make sure of are :

  • Comprehensive Training Resources: Ascertain that the technology provider offers extensive training resources. These can range from in-person workshops to online tutorials and support materials, ensuring your team has the knowledge and skills needed to utilize the new system effectively.
  • Efficient Onboarding Time: Assess the anticipated time frame for your staff to become adept with the new technology. The quicker they can master the system, the less downtime you’ll experience, and the faster you’ll see a return on your investment.

Guest Experience and Feedback

Understanding guest preferences is needed when integrating new technology. The diverse expectations of guests, such as tech-savvy amenities or just simple amenities that might be preferred by others, must be considered to provide a tailored experience. 

To maintain and improve the guest experience, it’s essential to establish effective feedback mechanisms. These systems should not only collect insights on guest interactions with the new technology but also facilitate a responsive framework for ongoing enhancements. 

So yes, flexibility is needed in adapting to guest feedback is crucial, as it guides the refinement of the guest experience.

Upholding Security and Data Protection

In today’s digital age, the security of guest information is a critical concern. When selecting new technology for the hospitality industry, it’s essential to choose systems that adhere to the highest data security standards. 

This commitment protects not only the privacy of guests but also the integrity and reputation of the hospitality establishment.

Another equally important aspect is ensuring that the technology complies with all relevant local and international data protection regulations. This compliance helps prevent legal issues and builds trust with guests who are increasingly aware of data privacy concerns.

Conclusion 

In the changing world of the hospitality industry, it is more important to prioritize investments in technology. Technology plays a role in driving progress and bringing about innovation. 

By choosing to invest in technology hospitality businesses can take advantage of tools and solutions that improve efficiency, simplify processes, and take the guest experience to heights.

Making investments is not just about keeping up with the times; it’s about standing out in a competitive market. As we look ahead and anticipate what 2023 will bring it becomes clear that those who strategically invest in technology will lead the way. The combination of investments and cutting-edge technological advancements will be pivotal in shaping the future of hospitality ensuring that businesses not only adapt but also thrive in the years to come.

Frequently Asked Questions

There are numerous ways that information technology may enhance the consumer experience. Businesses can utilize IT, for instance, to develop automated procedures that speed up and improve the effectiveness of transactions. Organizations can also better understand their customers’ demands by employing IT to gather customer data, which enables them to personalize their services and offerings. Lastly, companies can provide better customer service by utilizing IT technologies like chatbots and online ordering platforms.

Systems that rely on cloud computing software are referred to as information technology in the hotel business. Coding for digital solutions allows them to decode codes. These technologies, in turn, function on gadgets and in the cloud.

Because technology enhances operations and the guest experience, it is essential to the hospitality sector. Without it, a job can become quite stressful. However, with the correct procedures in place, the employees can deliver excellent customer service.


In the realm of the hospitality sector opting to incorporate technology is not a decision but a strategic step, towards a more promising and effective future. As we have discussed there are advantages to embracing advancements ranging from smoother operations to improved guest experiences. However, comprehending these benefits is the phase. To fully utilize the potential of technology one must delve deeper, explore extensively, and make informed choices.

The future of hospitality is intertwined with technology. Our SATUVISION modern brochure offers insights, strategies, and more!

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