The hospitality industry began its digital transformation long ago, but the Covid-19 pandemic accelerated the digitization and made it obligatory rather than optional. Various safety protocols and regulations swamped the already worn-out hoteliers who were forced to find a way to improve the guest experience and keep their clients safe simultaneously.
How do you reduce in-person contact, increase social distancing, and simultaneously improve the hotel experience and guest engagement ? All of that seemed like an impossible task just a few years ago. However, the hotel industry’s response to the new normal was remarkably adaptive and resulted in increased awareness of safety measures and innovative touchless hotel ideas.
It all started to increase hygiene standards and stop the virus from spreading. But innovative ideas and high-tech digital technologies led to high expectations on the customer side.
Today, contactless check-in, voice-command technology, keyless entry systems and hotel robots are a competitive advantage to those who implement them in their operations. Continue reading to discover some of the best touchless hotel ideas from across the industry.
Contactless Check-In
The contactless check-in technology has been around for quite some time but was surprisingly underrated until Covid-19. This touchless hotel idea has the potential to significantly reduce in-person contact and increase social distancing by minimizing the queue at the front desks.
Hoteliers can diversify this service by allowing their guests to check in or check out through a mobile device or a designated kiosk in the hotel’s lobby area.
Mobile Check-in and Check-Out
If you’re a hotelier looking into different touchless hotel ideas, utilizing a mobile check-in might be the right solution for you. With mobile check-in, guests with confirmed bookings receive an email or a text message reminder with a check-in link when the time gets closer to the arrival date.
Clicking on the link redirects them to a webpage where they can enter the personal information necessary for the check-in process.
The exact procedure can be done via the hotel’s mobile app :
- Select a room
- Enter your name, address and ID card/passport number OR
- Scan and upload your ID card/passport
Self-Check-In Kiosks
Hotels need to give equal opportunity to every hotel guest. Maybe some of your guests won’t have internet access or battery life to perform mobile check-in. Or perhaps they simply choose not to. Installing electronic self-check-in kiosks in your hotel’s lobby can be the solution your guests are looking for and can further decrease front desk lines.
*Important: It’s best to combine contactless check-in with keyless entry and contactless payments to achieve a complete touchless experience.
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Keyless Entry (and Other Guest Services)
Keyless entry (also known as mobile key technology) and contactless payments enclose the circle of mobile check-in. After all, what is the point of offering contactless check-in if your guests have to queue at the front desk to get their room key?
Busy business travelers would prefer directly heading to their room to unwind after a long trip rather than standing in yet another line with their luggage.
What is a mobile key?
A mobile key is a key that the system automatically assigns to a guest after a successful check-in. Typically, the guest can access the key directly from the hotel’s app or via a link he’s received.
To open the designated hotel room door, they need to hold their mobile device near the attached device on the door. The technology works either with Near Field Communication (NFC) or Bluetooth. Except for their rooms, they can also unlock common amenities such as the SPA or fitness.
Mobile Key Benefits
Keyless entry systems present plenty of benefits for guests and hoteliers that help increase guest satisfaction and create loyal returning customers.
Most of them are :
- Efficient
- Personalized
- Intuitive and user-friendly
- Use of own mobile device
- Environmentally friendly
- Sustainable
- Cost-effective
- Secure access
- Health safety
- Reduced staff workload
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Voice-Command Technology
Pioneering tech companies are taking Guest Room Control Systems (GRMS) to a new level by making in-room control effortless and faster than ever through voice-command technology.
This touchless idea is only logical given that many people worldwide already implement voice control in their homes. Voice assistants such as Alexa and Google Home have gained massive popularity throughout the past years, and today people use them in their everyday lives.
Hotel guests seek new experiences and comfort from a hotel, and the hoteliers need to meet and exceed their guests’ expectations. Utilizing voice-command technology can improve your guests’ touchless experience by providing them various opportunities.
Like for example :
- Turn a Smart TV on and off
- Switch channels or use a favorite streaming service
- Control HVAC systems
- Order room service
- Get an answer to common questions
- Adjust temperature
- Control the lighting
- Set an alarm
- Request housekeeping staff services
Benefits for hoteliers
Voice-command technology relies on Artificial Intelligence (AI) and is directly connected to available Internet of Things (IoT) devices which presents essential benefits for hoteliers and business development opportunities.
Such as :
- Deliver exceptional customer experience
- Offer a personalized environment for guests
- Gain competitive advantage
- Analyze trends in real-time
- Adjust business/marketing goals accordingly
Non-Touch Control Panels
Although they are not so popular in hotels yet, non-touch control panels can undoubtedly fit into the contactless future in the hospitality industry. Such devices will significantly reduce touch points and the spreading of viruses and bacteria. They can be used as part of the self-check-in kiosks or in elevators and common areas.
Robots
AI-driven robots are no longer a next-generation technology and are widely implemented by hoteliers worldwide. They are cost-effective, reduce in-person contact and are a natural attraction for hotel guests. You can utilize robots in your hotel to greet guests, perform housekeeping duties, deliver room service, serve at the restaurant, cook dishes or perform luggage duties.
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Digital Travel Information
Another way to create a touchless experience in your hotel is to present any travel information your guests might need digitally instead of on paper.
We’ve all seen hundreds of city guides and brochures at the front desks of hotels and lobbies or printed business cards with the hotel’s contact information being given away to guests. Why not choose a more sustainable, eco-friendly and contactless method as an alternative?
Business and leisure travelers have almost constant access to their mobile phones and other smart devices, which they often use to get the travel information they need. You can use this opportunity to educate them and give them great suggestions for their stay, creating an unforgettable experience.
How and what to deliver?
Hoteliers can use their hotels’ mobile apps, email marketing campaigns or even their websites to provide their guests with easy access to a vast amount of information they can easily filter out.
You can also use AI-generated content and further personalize your guests’ experience. Many hotels place QR codes in various locations across the hotel (guest rooms, lobby, restaurants, and other public spaces) that redirect their guests to the information of interest.
Like for example :
- Travel guides
- Nearby sights
- Activity tours
- Flight schedules
- Bus schedules
- Hotel contact info
- Upcoming events
- The best restaurants
- Local cuisine
- Culture and history facts
- Adventure tours
Staying in touch
Allowing your guests to stay in touch with you through various communication channels is the key to making them feel valuable and safe and will directly affect brand loyalty. Implementing AI chatbots, in-app messaging, social media, email, phone calls and even video chat can tremendously improve guest satisfaction and leave your guests happy.
Advanced Disinfection
Hotel guests have always had high expectations for the cleaning and hygiene standards, and that’s not news for the industry. This is certainly something you cannot compromise with, given the large number of people going in and out of the premises. After the Covid-19 pandemic, these expectations are higher than ever.
Advanced disinfection is necessary to create a safe environment and peace of mind for your clients. Hospitals set an excellent example of how a properly disinfected area should have the equipment and look.
Hotels worldwide started installing hand sanitizers across their premises in key places such as elevators, restrooms and restaurant entrances. Investments in cleaning solutions and additional equipment are also on the rise. But is there anything else you can do for supreme cleanliness and hygiene?
Implementing new technologies might help you with this undertaking. For example, studies show that one of the dirtiest items in a hotel room is a remote control. It’s not surprising that these devices are full of germs. After all, everybody uses them, and they’re tough to clean properly with all the buttons covering the surface.
But innovative companies such as InnSpire think about these often-overlooked details. They designed an antibacterial remote control for hotels without buttons, making it extremely easy to disinfect. Combined with IoT, Smart TVs and voice control, these remote controls can help your guests contactless control every aspect of their room and even place room service orders.
FAQs
What are the best examples of innovations in the hotel industry?
Some of the best innovative examples in the hotel industry include :
- AI-driven robots and chatbots
- contactless check-in and mobile keys
- voice in-room control
- antibacterial devices
What are some technological advances in the hospitality industry?
One of the most significant technological advances in the hospitality industry is going touchless. Although some of the related technologies we already used in some hotels before the pandemic, Covid-19 made contactless operations necessary and expected.
How is technology shaping the hospitality industry?
Technology is shifting the hospitality industry towards touchless, digital, safer and more personalized experiences for hotel guests.
What is unique about the hospitality industry?
What is unique about the hospitality industry is it’s ever-changing and adaptable to guest preferences and requirements. Digital technologies have started to play a considerable role in hospitality, and we only expect their involvement to continue to grow.