“The pandemic accelerated digital transformation by 10 years (McKinsey & Company) and today’s travel consumers have become more digitally and tech-savvy than ever. Many of today’s travelers’ service expectations are around self-service, around do-it-yourself, from online planning and booking, to preferences for contactless check-in, mobile keys, voice assistants, and communication with hotel staff via messaging. Serious technology implementations are needed to “appease” these exceedingly tech-savvy guests and their exceedingly high technology expectations.
Contactless guest experience is one of these must-have, do-it-yourself implementations and one of the few realistic ways this year to lessen the negative impact of the current labor shortages and unsustainable labor costs.
Contrary to what some in the industry believe, contactless guest experience DOES NOT mean only contactless check-in, but the full guest experience pre-, during- and post-stay: from mobile check-in and mobile keys or self check-in kiosks, issue resolution and guest communications via messaging, housekeeping-on-demand program, self-selection of room from digital floor plans similar to how you choose your airline seat, voice assistants in the room, virtual concierge, IoT- controlled utilities, self-ordering kiosks in F&B, self-service vending machines, chatbots on the property website, CRM technology to engage customers and keep the conversation going.”