In evaluating innovations in hospitality it’s helpful to consider the biggest problems facing the industry, and then identify the technology that helps solves them. Here are some of those problems and ways hotels have been solving them with innovative technology...
Full answer to this question published to Quora on 2/04/2016.
From digital concierge apps to keyless entry, there’s been a huge amount of innovation in the hospitality space. However, because it can be difficult to separate the innovations that are truly useful from those that are passing fads, it’s helpful to consider the biggest problems facing the industry, and then identify the technology that helps solves them. Setting aside the many issues that stem from a broken distribution chain, here are some of the ways hotels have been addressing industry challenges with innovative solutions.
- Problem: Poor understanding of your guests’ habits:
- Innovative Solution: CRM Tool.
A Customer Relationship Management (CRM) tool will give you a profile of each guest, as well as insights to their behavior and preferences, which will help you follow up with surveys and marketing campaigns post stay.
- Problem: Dropped guest requests
- Innovative Solution: Workflow Management Tool.
According to a recent Tnooz article, a shocking 25% of hoteliers still use pen and paper to manage their properties. Most existing platforms are restricted to a single department, increasing the likelihood that the request is dropped as employees manually hand it off to one another. Guest request management requires dedicated tools. When choosing a workflow management system, make sure it can communicate across every department.
- Problem: Antiquated communication
- Innovative Solution: Mobile Messaging App.
Whether it be texting, emailing or mobile messaging, today’s guests expect to communicate anytime, anywhere. Beyond creating a more intimate experience between guests and staff, implementing mobile messaging at your hotel will allow your team to fulfill requests more quickly and anticipate any problems before they happen. There are dozens of messaging apps to choose from, but we recommend using one specific to the hotel industry. (Curious about innovation as it relates to mobile messaging in hospitality? We discuss some of the big questions that loom large for the industry when it comes to messaging here.)
- Problem: Outdated rooms
- Innovative Solution: Better In-Room Hardware.
From phone-activated room keys to using your device to control the temperature in your room, there is no shortage of awesome new in-room technology. However, before you dive into the cutting edge, start with basics. You would be surprised how beneficial it will be to make sure your guests have access to high-speed wifi, HD TVs and readily available power sources. ALICE co-founder and CEO Justin Effron talked with Skift last year about the many ways in which in-room tech is changing the hotel guest experience.