Why I love guest engagement technology (And you should too!)
Technology should be checking in to your hotel! Here’s why
Closely following the Consumer Electronics Show— the annual event in Las Vegas showcasing cutting-edge technology for the future—I couldn’t help but marvel at the endless possibilities that technology, and artificial intelligence,in particular, have in store for hospitality industry. What I’m really excited about is the role technology will play in engaging guests.
Here’s aninteresting fact for you. According to reports, the average spend by a fully engaged guest is $588, compared to $403 spent by a disengaged guest This goes on to show much you stand to lose if you don’t actively participate in guest engagement. And that’s just the direct benefit of investing in guest engagement index – think of the ways the “fully engaged” guests could act as brand ambassadors of your hotel.
Here’s my round-up of the 3 most appealing technologies:
- Don’t test my (Artificial) Intelligence
Wynn Hotel, Las Vegas, is betting big by equipping all its 4,748 rooms with Amazon Echo, the wireless speaker with artificial intelligence. Guests will get complete control of their rooms, from controlling the lighting, temperature, TV channels, etc. with voice commands.
This is the future of guest engagement. The ability to talk to your room is effortlessly convenient – enabling you to give a perfect experience to your guests.
While it is expensive retrofitting everything in your hotel to be compatible with this technology, I feel this is going to be as impactful as the introduction of electricity and Internet before it.
- On cloud nine
Cloud computing is on everyone’s mind these days. And the silver lining in cloud computing (among other things) is the scope for Big Data Analytics. It can be used in highly sophisticated ways. You can use review feedback to make sure that the rooms have the right type of facilities for the right guests, analysing whether the guest is likely to call for room service in the wee hours or late, etc. It’s still in early stages, and there’s no dearth of possibilities of using it creatively to increase your guest engagement score.
- Wearable technology
The possibilities are endless – right on your wrists. Everyone is beginning to understand the power of wearable technology, including hoteliers.
Imagine – As soon as your guest steps into the hotel, he can check-in with a flick of a wrist. It’s a boon especially at the peak of hotel season. Long lines in the lobby are unacceptable in this age of technology!
Many tourist places and parks have embraced smart watches and bands. Disney’s MagicBand allows tourists to book transportation to and from hotels, and places to eat in its theme parks. It also eliminates the use of tickets for attractions.
Hotels around the world can make use of this innovation to engage their guests.
These technologies are just the beginning; the revolution is yet to come. When there’s so much at stake, it’s an absolute necessity to set new standards in terms of managing relationships with guests. The biggest lesson from experience in hospitality has been to always be ahead of the curve when it comes to technology.
Do share this blog with a hotelier or friend who may need it!
Meanwhile you can watch my Ask AviArya Show here – https://www.youtube.com/channel/UC0MwgJxvbC77-uBaupprShA