While the novel coronavirus pandemic has changed the world forever, some of the hardest-hit industries have to be travel and hospitality. Long before the full extent of the pandemic hit other sectors such as retail and education, the number of travellers and tourists had already dropped significantly. With the subsequent global shutdown and call for self-isolation, many remain concerned. Can contact-less hospitality be one solution?
There is a light at the end of the tunnel though. The world has been through numerous economic crises, but the travel sector has always sprung back. The major difference this time is the new global health concern. While most experts agree that the travel industry will recover from the COVID-19 pandemic, it will change the way it operates. These changes will inevitably be driven by a new norm, dictated by the consumer’s increased need for health security.
So, how can the hospitality industry prepare itself for the future of tourism, what are the changes that will need to be implemented, and what does the future of hospitality look like?
Health And Safety Concerns Will Accelerate Existing Tech Trends In Hospitality
The hospitality industry is no stranger to health and safety and technology has long been used to manage bookings and Wi-Fi. Technological innovation will now be the driving force behind the changes needed to promote health and safety in a post-COVID world.
“Contact-less” or “touch-less” technology is one of the most important emerging tech trends in hospitality. It isn’t completely new, as the next generation of consumers, the Millenials and Gen X’ers who all have smartphones, prefer to do everything online. Similarly, Alipay and WeChat Pay have both proven that the Chinese market also prefers what we call m-commerce, or mobile commerce, to do transactions.
It will mean less front desk check-ins, and more online check-ins, less physical interaction and more digital communication and engagement. This will mean pivoting the way we interact and serve our clients in every single way – and an easy to use App is likely going to be the key to it all. This isn’t simply a nice-to-have anymore, it’s a must-have. The WHO recommends that companies gear up to protect their workers and customers, to get your workplace “COVID-ready”.
Post-COVID19 Travellers Will Expect Technological Innovations
Post-pandemic travellers are going to be the younger generation, and they expect a complete digital guest journey – meaning that everything from confirming the reservation up until check-out should all be possible using digital tools.
Most countries are lifting restrictions on the youth first, as they are less likely to develop serious health-related issues due to the novel coronavirus. The older generations will eventually travel again for business and pleasure, but they will most likely seek out establishments that can ensure their safety.
Every client that steps through your doors will expect tech integration. The extent to which you can offer this will determine their overall satisfaction. Easy, contact-less check-in driven by technology is a must – no longer do guests want to stand in crowded hotel lobbies waiting to speak to a front-desk attendant. These changes will be driven by necessity and the safety of both your staff and customers.
Hotels that only offer physical room keys, TV and aircon remotes, and shared tablets or menus for ordering, will be seen as careless and irresponsible. We’ve already seen restaurants implement disposable menus to try to encourage patrons to dine in. It doesn’t always work, and those that go one step further, those that approach these new-age problems with technological innovations, will be ahead of the game.
Offering your guests an online platform where they can check-in, order food, change the channel, even open their door and drapes – that’s the type of convenience your guests will appreciate and probably even demand.
Travel And Hospitality Companies That Invest In Technology Will Be Better Prepared To Face Challenges
It seems quite futuristic and rather overwhelming – as this pandemic has forced us to implement changes which would have taken a decade under normal circumstances. Many companies and individuals are incorporating tech into their operations at unprecedented rates.
Zoom stock is up by 115% this year alone. While tech for backend operations is common in the hospitality industry, many fear that customer-facing roles still require an in-person exchange. Luckily, nothing could be further from the truth – companies like InnSpire are changing the face of hospitality.
Imagine a hotel where the guests really don’t have to touch a single thing except for their own smartphone, to get everything they want – this is InnSpire’s vision. By partnering with other leaders in the industry, they were already rolling out complete digital solutions long before the Covid19 pandemic began. But now it’s all about gearing up and getting ready for the future.
The new generations of SAAS partners in the hospitality technology space will have to offer hotels a complete solution – from the hardware you need to the software that drives a great digital guest journey. Their goal is to build partnerships that offer real value to everyone – not just now, but also while preparing for what the future might hold.
The idea is for each guest to have instant access to the hotel’s app, where they can access their reservation, check-in, and receive a digital key that allows them to unlock their room straight from their phone. Once in the room, they can turn on the TV, control the aircon, lights, and even open the drapes.
As an integrated solution, it will be easy to ask Alexa to order food and to switch on Netflix (or any other subscription they might have) all from the safety of their personal phone or simply by using their voice. Innovations such as these are what we need to face the challenges that lie ahead.
Finding solutions that minimize physical interaction and contact, while still offering guests a personal experience will be the new challenge. Fortunately, tried and trusted solutions for better and safer guest experiences already exist – and have now simply become essential.