Technology usage for various purposes is becoming increasingly prominent among various hospitality providers. According to Ivanov and Webster (2019), hotels are now implementing automation in various areas, such as check-ins and cleaning, and some companies are experimenting with hotels staffed fully by robots. By doing so, they can save the money they would otherwise be spending on staff while possibly improving the customer experience by removing human error.
However, such technologies are often still in the experimental stage, with their effectiveness varying based on the specific implementation. As such, hospitality facilities have begun employing data analysis, another aspect of company performance that can be substantially enhanced through automation.
Khosrow-Pour (2019) discusses the usage of big data to analyze customer patterns worldwide and evaluate the effectiveness of specific measures as well as the differences between particular groups. With that said, the practice can lead to privacy concerns, particularly when the customers whose data is being collected and used do not understand that they give their consent to such operations. Data breaches are another issue, as the need to store customers’ information puts it in danger if any malicious activities take place.
Lastly, companies are experimenting with potential future improvements that take advantage of the Internet of Things. Information Technology Management Association (2018) discuss the usage of smart locks that communicate with smartphones and smartwatches, manipulation of light sources when one enters the room, and data retrieval from vehicles. As shown in Figure 1, chains such as Marriott are experimenting with concepts that provide more comprehensive customer experiences, such as fitness applications. Overall, the uses of technology in hotel management are likely to become more widespread and advanced in the future.
References
Information Technology Management Association (2018) Wearable technologies: concepts, methodologies, tools, and applications. Hershey, PA: IGI Global.
Ivanov, S. and Webster, C. (eds.) (2019) Robots, artificial intelligence and service automation in travel, tourism and hospitality. Bingley, United Kingdom: Emerald Publishing.
Khosrow-Pour, M. (2019) Advanced methodologies and technologies in network architecture, mobile computing, and data analytics. Hershey, PA: IGI Global.
Marriott unveils smart hotel room prototypes with personalized presets and voice control (2018). Web.