Services provided by the hotel industry is constantly moving. At the occasion of it fifth edition, the annual mobile summit will announce the ‘best technologies and strategies to help your company grow on mobile’.
The guest experience is changing and taken into consideration due to the race to innovation.
The J.D. Power report shows that the guest is put in the middle of the attention. Creating a full experience goes through collaborative technologies and network. Using new technologies such as robot and self service bookings enable hostels to deliver flexible and reactive experiences: “with devices and experiences that cooperate for immediate satisfaction”. (J.D Power report).
New technologies in the hospitality are growing up. Indeed, new ways of offering services into hotels are set up. If you are going to the headquarter of Apple, you will be able to find a new type of Hotel and services. Indeed, the Cuppertino hotel provides to its guests new technology robot to serve its residents. It is not a simple robot that delivers products, it is also a full experience provider. It looks like a buttler that brings your order to your room. It is ultra connected to move itself through the different rooms. It collects customers orders and deliver them to their room by wi-fi connection. Moreover, it brings an additional value to the customer experience by mixing the appearance of the most famous robots such as wall-e and R2D2. It appears as familiar and playful: “Boltr draws the greatest inspiration from the robots of our childhood with the productivity of Wall-E, the humor of Rosie from The Jetsons, and aesthetically reminiscent of perhaps the most famous robot of all, R2D2” said Brian McGuinness, Senior Vice President of Starwood’s Specialty Select Brands.
In the same time, Yotel, a new brand hotels company, developed in flexible booking hours hotels, uses also this technology. It is a self service booking hotel, located in transit areas such as airports and business venues. The YOBOT, Yotel Robot, welcome the guest and takes in charge the customer’s requests. For instance, the YOBOT will carry out your luggage for the necessary lenght of time needed. A customer without an available room at the time of his arrival will be able to safely drop off its packs even if he cannot attempt the room. In the same way he will be able to leave its luggages event if he has already checked out. It brings flexibility and interactivity to the hotel customer experiences.
Which can of new technology is also used to develop customer experience via IT technology? Safety is one of the main point of customer needs. Indeed, the fear of loosing your keys access to the hotel is not a problem anymore. Thanks to the RFID technology, new hotels provide a keyless technology to their guest. Through a wirst band, the tourist will be able to access freely to the hotel, and be guided to its room without telling anything to the elevator which will be able to ride you right to your room. Also, such as the Alma Barcelona, Hotels use new fingerprint technology, as Apple and its Iphone. Only the right finger print will open the door: “Other hotels like Alma Barcelona have taken keyless entry one step further and are now using fingerprint-activated room entry”.
Douglas Coupland once said, “Even when you take a break from technology, technology doesn’t take a break from you.” It holds the necessity for hotels to use the new technology. To improve the customer experiences, hotels needs to rely their strategy on new technologies in order to provide high quality experience for travellers. To conclude, hotels technologies, robot experiences, retina screen connections, enable a full customised experience. It is create a new source of data collection for hotels in order to provide the most suitable offer to its customers.
Sources:
https://www.youtube.com/watch?v=7LLxI5L_5jg
http://venturebeat.com/2015/02/14/robots-retina-scans-and-infrared-sensors-hotels-go-hi-tech/
Nicolas Pluvert & Sixtine Gautier
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