The impact of Smart technology on accom operations
Set your management rights business up for greater efficiency & improved guest satisfaction
By Chris de Closey, Director, Switch Hotel Solutions
Technology is now integrated into almost every aspect of our daily lives. The management rights industry stands to benefit greatly; however, it is often slow to embrace these changes.
Why, you ask?
I believe it’s because our industry often refers to the status quo: “This is the way we have always done it” is a common conversation we find ourselves having with those in the industry. There will always be potential challenges, but with proper implementation, the benefits will be rewarded.
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Smart technology isn’t just about keeping up with the hottest new trend; it’s about setting your business up for a future where the efficiencies of technology are greatly intertwined with guest satisfaction. The amount of smart tech available is vast, and they all claim to have a point of difference.
The first technology is a simple one: mobile check-in/check-out systems. This technology allows guests to bypass the front desk and provides a seamless arrival and departure experience. It means you will save on staffing costs and allow those staff to provide a more personalised experience. There are a few challenges with this, however.
The main challenge would be what happens in a management rights environment where the door locks are not the business’s asset (this is a substantial cost to upgrade).
A workaround could be to implement a check-in kiosk that provides a staffless solution where keys can be collected. Both mobile check-in and kiosk systems can integrate with existing property management systems, allowing automation of the process.
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The next is AI, specifically AI-driven customer service. Utilising a chatbot and virtual assistant powered by AI can handle routine guest inquiries and requests with speed and accuracy. These tools are available 24/7, providing instant assistance to guests at any time of the day or night. They can answer questions about hotel amenities, provide local recommendations, and even handle complaints or service requests, escalating more complex issues to human staff.
Could you imagine having our rooms IoT-enabled?
IoT stands for the Internet of Things. Think of how your experience could be when your room adjusts its temperature, lighting, and window blinds to suit your preference. The customisation in the room allows you to ensure you are at maximum comfort every time you are in the room.
I know what you are thinking—all these things cost money! Money you may not want to spend or cannot convince your owners to invest. The benefits in this scenario mean you are investing in your customer experience. Think of the upgrades like replacing a mattress. It’s a long-term investment; you don’t buy one every day, but the investment will ensure you are increasing guest satisfaction!
Smart technology automates these routine (or sometimes even mundane) tasks, from guest check-ins to managing room conditions, allowing staff to focus on more critical aspects of guest service. This shift not only improves service delivery but also reduces operational costs through improved resource management.
The added bonus is also the data you can secure. By analysing this data, hotels can gain insights into guest preferences and behaviour, enabling them to tailor their services more effectively and make informed business decisions.
Before implementing any technology, it’s crucial for you to assess current operations and identify areas where it can have the most significant impact.
Ensure you source feedback not only from guests but also from your internal teams. Select the right technology providers to partner with; do your research on what is going to work best for your business. Your business nuances may stifle the implementation or effectiveness of a technology provider. Ensure they will provide you with additional support and training after implementation. The most important thing is to ensure that your new technology protects your guests’ data and that you are transparent with your guests about how their data is used.
The integration of smart technology in hotel operations is not just a trend but a strategic move towards creating more efficient, personalised, and memorable guest experiences. As technology continues to evolve, hotels that adapt and innovate will not only streamline their operations but also set new standards in guest satisfaction and operational excellence. Embracing these technologies today will prepare you for the demands of tomorrow’s travellers.
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