It is becoming a trend to offer a completely contactless guest experience. Many hotels use technology to automate check-in, checkout, and in-room processes. COVID-19 has made contactless technology very popular due to increasing awareness of the potential risks associated with physical contact and touching. To ensure guests have a hands-free experience, hoteliers are looking for new ways to invest.
The idea of contactless hotel experiences aren’t new. Many players in the hospitality sector have introduced smartphone-based door locks, instant communication and other self service technologies over the past few years. Starwood, the world’s leading hotelier, introduced two robotic butlers to Aloft hotel in Cupertino. The robots communicate with the hotel software using sensors and WiFi/4G connectivity. They can navigate between rooms and avoid any problems or accidents.
Aloft Hotels is the first hotel to employ robot butlers in 2014.
In 2016, Hilton partnered with IBM to create a robot concierge, two feet tall and equipped with arms and legs that can assist guests in finding anything on the hotel’s property. Connie, the robot, could move to point in the correct direction when a guest asked. Connie’s eyes can also be colored to show understanding, confusion and other human emotions. Hilton wanted to make their business more efficient, amaze customers and eliminate customer pain points like waiting in line to ask questions at reception. To read more success stories, visit our smart hotels post.
What is a contactless guest experience? Why does it matter?
Leading players in the hospitality sector have made providing contactless experiences their primary goal since the reopening of international travel. Contactless services include contactless reservations, contactless payments and check-ins. In-room voice assistants can also be used to assist guests. The hoteliers evaluate all interactions between guests and staff in the customer journey. They identify areas where contactless technology can be used to decrease exposure and preserve the brand’s uniqueness. The new generation wants the best experience for the least hassle and cost.
According to the PwC Hospitality Going Digital Report, millennials are more likely to book, plan, and stay in hotels that offer tech amenities.
Source: Intelity
You can book and pay for the right room by contacting us without having to make contact. Once you arrive, all that is required is to find your way up the stairs and elevators to your accommodation. The hotel’s mobile app allows you to lock the door, adjust the temperature, turn on the TV, and much more. Many hotels have Amazon Alexa or Google Assistant installed in their rooms to assist you with simple tasks and place orders.
Contactless guest experience: Benefits
Once it seemed impossible to travel and work remotely. Remote work has become possible thanks to communication apps, employee monitoring software and other collaboration tools. Many remote workers earn six-figure salaries while traveling the world from hotels, Airbnbs, beaches, or other locations.
A survey by MBO Partners found that 4.8 million workers consider themselves digital nomads and 17 million others are looking to be nomadic. The location-independent lifestyle allows knowledge workers to travel and experience new cultures, new foods, new places, new friends, etc.
Although the pandemic caused a halt to international travel and public gatherings, it did not stop hotels offering suitable packages to remote workers who prefer to work in a quiet room rather than in a noisy house or guest house. HotelsByDay, which offers day-use hotel rooms for business travelers, saw a 990 percent increase in demand during the lockdown.
Bjorn Hanson is a hotel lodging consultant. He said that Day-use guests are a highly desirable market. Hanson believes this puts a limited demand on staff and maintenance . Hanson’s findings are in line with Criton’s research, which shows that 80 percent would download a hotel application that allows them all the information they need to check in, book their room and checkout.
Further research has shown that
- 73% of travelers use an app to open their hotel rooms.
- 30% of visitors would use a website to check-in or checkout.
- Apps are more popular than paper and would make it easier for 47 percent of travelers to order room service.
- 48 percent of travellers would prefer to order food through an app, which would make them more likely to visit the hotel’s restaurant.
Tech-Driven Contactless Experience Examples
In-person touchpoints are being replaced by technological solutions that enable safer, more frictionless self-service options. These include self-service check in and checkout kiosks as well as mobile (in-app), hotel navigational guides, contactless entertainment in the room, AI-enabled voice advisors and even concierge robotics.
Digital Concierge Bots For Hotels
Vouch has revolutionized the hospitality industry by creating a digital concierge app for hotels. The digital concierge engages because it can quickly respond to queries or searches and has instant access to large databases of information. Vouch’s bot enables hotels to quickly respond to guests’ questions and requests without having to call or wait in queues at reception.
Vouch uses technology. This allows guests to access an app-like interface without having to download an app.
Guests can access the bot by scanning the NFC tag or QR code of the hotel from their mobile phones. You can request spa bookings, orders for food, or any other type of demand. The Pan Pacific Hotel, Singapore developed COVID-19 to monitor hotel guests’ health. It used its bot to identify guests who weren’t feeling well and ran manual door-to-door checks.
Leading Hotels Use Voice Technology to Engage Guests
Volara has partnered with Google in order to allow hotels to use contactless room control and encourage guest interaction. Guests can access additional information, entertainment options and recommendations by speaking directly from their hotel rooms. Volara is powered by the Google Nest Hub and guests can use it to control their televisions, set alarms, adjust the temperature, or stream music.
Volara and Google offer private, automated and conversational interaction between staff and guests. Volara’s voice assistant technology allows travelers to truly enjoy their travel experience. They can speak from their rooms and have every request attended to.
David Berger, CEO of Volara says that hoteliers can transform their guest experience with the help of this solution from Google. It also reduces costs. Contactless guest engagement replaces the outdated bedside clock, paper directory, or Bluetooth speaker.
Automated Accommodation Experience From Check-in to Check-out
Jurny aims to address two of the most pressing problems in the hospitality sector: efficiency and profitability. Jurny’s technology was created to meet the needs of a new generation of travelers, who want a seamless service that puts them in a hotel without any friction. This technology is paving the way for next-generation on-demand hospitality. It allows guests to check in and out automatically, while hotel owners can also generate more revenue.
Jurny works with hotels and rental companies to provide them with social distancing technology
The company promotes a new, immersive and professional way for guests to enjoy home, luxury, and cutting-edge technology in a hotel room. After a long day, guests don’t need to make multiple phone calls to book their reservations or wait in line for check-in. The Jurny app allows guests to use the single touch check-in/check-out feature and access keyless entry, WiFi connectivity, 24/7 virtual support, as well as request on-demand cleaning services.
Hotel Guests Get a Personal Experience
Xperium uses deep learning to create personalized automation in more than 2000 hotels worldwide. This platform is intended to improve guest satisfaction, revenue per reservation, and overall operational efficiency. Guests can enjoy seamless, contactless check in and checkout using Xperium. All activities can be done from their own devices. Xperium’s integrated visualization dashboard allows hotel staff to approve room selections, and monitor check-in/checkout. The DataHub reports provide insight that is very beneficial to travel agencies as well as tour operators looking to understand guest behavior and purchase intent.
Xperium’s platform tracks guests at every step of their customer journey, from receiving confirmation emails to getting feedback
Offering a safe, seamless, and personalized hotel experience to guests
Prefme is a universal app for hotels that offers highly personalized experiences to travelers from multiple partner hotels around the world. Prefme offers a wide range of hotel options, including pre-booking services and personalized offerings that are based on previous visits to partner hotels.
Prefme Interface
Users can personalize their stay at any partner hotel by sharing their profile and Prefme Number and/or eats, stay, and fly preferences in advance. These details allow hotels to access guests’ preferences prior to their arrival. This allows them to customize room inventory, food menus, and/or meet special requests. The Prefme app allows guests to review their bills, make payments and unlock hotel doors. They can also make requests in the room. These features are great for guests who don’t want to interact with staff or other guests.
Hotel Guests Need to Feel More Connected and Convenient
Monscierge delivers user-centric guest experiences to leading hotels all over the globe. With its analytics feature, which promotes task accountability and ticket management, the platform improves collaboration and job satisfaction among hotel staff. Monscierge’s three core products are all connected and make up its hospitality content management software (CMS). They include Connect Signage, Apple TV for Hotel, and Staff Connect.
The hotel staff can collaborate and manage their tasks with Staff Connect. Apple TV for Hotels gives guests control over their entertainment choices. Connect Signage, an interactive digital concierge, makes it easier for hotels and restaurants to display recommendations and menus.
Conclusion
Remote working and freelance work continue to gain acceptance and popularity. There is also a growing demand for hotels to provide safe and comfortable experiences for digital nomads traveling around the globe. The Gen Z generation and millennials prefer high-level contactless experiences from hoteliers, particularly since personal touch can still be offered.
Linda Celestino is the vice-president of guest experience and delivery at Etihad Airways. She says that automation can replace many things in this digital age. One thing that can’t be replaced is the way another person makes your feel. Linda believes that the personal touch creates connection and warms the heart. It also nurtures loyalty.
Although guests expect hotels to provide automated services to make them feel secure and safe, they still want personalized hospitality.
When designing your self-service hotel experience make sure you understand your ideal customers. It is not worth investing in expensive technologies that don’t enhance the guest experience. You will attract more guests to your establishment if you offer personalized, non-contactless experiences. Your lobby and other spaces must be welcoming, warm, and inviting.
