The hospitality industry is becoming more and more tech sophisticated, which is having a positive impact on the quality of customer service and business performance, setting new standards for the industry. Let us take a look at some digitalisation trends to watch out for in 2024.
Digital management system
One trend that has already become widespread is the labour shortage in the industry. Over the past three years, the labour shortage has been as high as 50% at times and now remains at a fairly high level. To improve teamwork, hotels are splitting the workload among employees. They are also replacing manual staff management with automated systems. This change will increase service quality.
The Hoop staff management system makes it possible to track guest requests, process them faster and distribute tasks among the team. An employee gets a notification. They check their work against a checklist and keep digital records. The manager gets reports and statistics. The result: number errors and lost tasks are decreased; guest loyalty and the productivity levels of the entire hotel are increased.
Mobile keys
Smartphones are increasingly acting as hotel room keys. Such a key is hard to lose or demagnetise. The app is always ready. There is no need to queue at reception if the key is left in the room or stops working. For hotels, the costs of buying room access cards are reduced. The routine work of issuing and exchanging the cards is also reduced. All these advantages ensure that the technology is already widely used in the industry and has bright prospects.
Internet of Things
The Internet of Things enables hotels to automate many aspects of hotel services through a network of connected devices. These include smart mirrors, cleaning robots, voice assistants and other devices. Smart technology enhances personalisation of service and simplifies data collection on guest preferences. For example, hotels can use sensors to recognise when a guest enters a room and adjust the temperature, lighting and music.
Such technologies have been actively utilised by major hotel chains such as Hilton and Marriott for a number of years. Based on customer preferences and these benefits, the trend towards smart technology in the hospitality industry will only continue to grow.
Contactless check-in
The pandemic has sped up the shift to contactless check-in. Hotels sought solutions to minimise face-to-face contact for guests and staff. The need for digital check-in still exists today as it reduces staff workload and speeds up the hotel check-in process.
There are several options for contactless check-in:
Digital reception. To relieve staff of routine tasks and allow guests to self-check-in 24/7, some hotels have started using digital check-in desks. Check-in requires biometric and document verification and the completion of the relevant check-in form.
Registration via QR code. In many countries, it is mandatory to register hotel visitors with the police or state authorities. And in 2024, it will be possible for such registration to be carried out using QR codes and digital IDs. This innovation will open up unique prospects for IT specialists. It will also do so for the hotel industry. They can fully transition to digital customer service.
Remote registration. Another topic that has been discussed since last year is the possibility of remote registration in hotels. It could look like this. After booking a room online, the user can scan their passport and fill out the form. The guest then gets a digital key, skipping reception. They can check into their room at the set time. This decreases the workload of the porter, reduces queues at reception and ensures quick and convenient check-in.
Digital room service
Paper menus in the rooms are already hopelessly outdated. Missing pictures of dishes, lack of information about items, the need for long phone calls – all of these have a negative impact on sales and customer experience. Users have already become accustomed to ordering services online, so such a feature is becoming a necessity in the hotel industry.
In addition to a user-friendly interface, bright images, discount offers and personalised promotions, Hoop's digital menu also has a recommendation system that has a direct impact on increasing the average order value.
Use of artificial intelligence
Artificial intelligence has already penetrated all areas of the economy, and hotels are no exception. AI simplifies hotel searches and bookings by making recommendations based on travellers’ preferences. Algorithms help analyse large amounts of data. They create a more accurate picture of the guest and use the information for marketing. This improves service quality and communication with customers.
In 2024, the digitalisation of the hospitality industry will be at its peak. To lead the market, hotels need to use technology. It should make teams faster and guests happier.