The Hospitality Industry Is Getting a High-Tech Makeover

BizTech – Building and maintaining strong customer relationships is crucial for long-term success in the hospitality industry. To seal customer loyalty, hospitality businesses of every type can now take advantage of a wide range of affordable, easy-to-deploy technologies that result in a competitive advantage and meet guest expectations for quality, value, promptness, responsiveness and flexibility. These solutions also offer a wide range of other service attributes that lead to repeat sales.

Technology is no longer just solving backend business problems or allowing guests to connect their devices to the Internet, observes Sanjay Garg, senior product manager for hospitality marketing and solutions with Aruba Networks. “Today, technology is enabling the industry to offer guests an immersive, personalized experience like never before, from wayfinding and push notifications based on their location and personal preferences to simplified check-in/checkout and a more ‘homelike’ experience while they’re traveling,” he says. “Technology is no longer just about infrastructure; it is a true enabler for offering the traveler a ‘wow’ experience in every step of their journey.”

“Mobile apps, combined with loyalty rewards programs, now allow hospitality providers to create a persona-based experience,” says Perry Kramer, vice president and practice lead for customer engagement with Boston Retail Partners, a consulting firm. Using data supplied by a guest via an app, a hotelier can immediately see and accommodate preferences, such as a lower or upper floor, a handicapped room or dietary needs. “This speeds check-ins, increasing customer satisfaction, and encourages return visits,” Kramer says.

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