January FOCUS: Mobile Technology

Mobile technology is imperative to better serve today's tech-savvy guests, and the most successful hotels are providing these solutions to improve both the guest and staff experience. Whether allowing guests to access services and activities pre-arrival or while on-site, giving them the option to bypass the front desk and go straight to their rooms, or offering seamless mobile food and beverage service by the pool, hotels are able to elevate the guest experience and build loyalty. READ MORE

With travelers returning to hotels at a meteoric rate over the past year, the ongoing labor crisis in the industry has continued to cripple many hospitality organizations. However, technology has stepped up with a range of potential remedies that are helping hoteliers to make up for the difference in staff quality and quantity and help them maintain-and even improve-service levels and guest satisfaction, despite limited staff. This article explores how mobile technology in particular is improving the guest experience and helping hoteliers to recapture lost revenue. READ MORE

Digital transformations accelerated by the pandemic have shifted travelers' expectations. Travelers expect to find all of the information about a hotel - availability, guest reviews, location information, dining options, and more - at a moment's notice from whatever device they're using. To meet these new expectations, hospitality brands need to invest in modern search technology to create a seamless digital experience. READ MORE

Where people choose to stay has more thought behind it than ever before. Consumers have a wealth of choice at their fingertips and hoteliers would be hard pressed to find a more powerful lever than brand perception. Enhancing the guest experience goes both ways - here are the front and back-of-house technologies every hotel needs to ensure a 5-star experience. READ MORE

As technology becomes increasingly more incorporated into business operations, hoteliers can take advantage of the benefits it can offer and provide to maximize efficiency and improve the guests' experiences. Shawn Tarter discusses the process of integrating technology into hotel operations and effectively utilizing it, as well as new groundbreaking developments and the future of technology. READ MORE

While the hospitality industry faces a number of tests, there are three areas of liability – privacy liability for the collection and storage of biometric data, privacy liability for data breaches, and human trafficking liability – that are likely to create serious legal and risk management challenges in 2023. But can insurance help to reduce the financial impact of these risks? READ MORE

In a previous article, we reported findings from a survey of current hospitality leaders about what hospitality will be in the coming years. Technology surfaced as an overarching Virtuoso-Vampire theme, raising the question of whether technology will be the Virtuoso that harmonized service delivery with guests' expectations, or will it be the Vampire that sucks the spirit out of the hospitality industry and diminished a hotels' revenues and/or capital? In this article, you will learn what today's Generation Z hospitality students -- tomorrow's hospitality leaders – sees as the relationship between technology and hospitality? READ MORE

Following the COVID-19 pandemic, where technology played a large role in keeping many boutique properties open, hoteliers must find a balance between continuing to adopt and utilize new automated options while maintaining the warm, welcoming and personalized experiences that are expected. Ultimately, for hotels hoping to provide more than a place to stay, technology should exist to supplement more traditional operations rather than completely displace it. READ MORE


More from our online Library Archives...

Ted  Horner

With the increasing use of mobile devices by hotel guests, mobile technology in the hospitality industry is focused on streamlining services, improving customer experiences by addressing guest pandemic concerns with contactless engagement and also providing potential new revenue opportunities. Hotels that are offering a greater range of mobile technology options are now beginning to see a higher take up rate of this technology with resultant increases in revenue and guest satisfaction READ MORE

Yaniv Holzer

As consumers expect more instantaneous engagement with brands and services, how can hotels match and exceed guest expectations? What is the role of direct messaging channels in building deeper relationships and harnessing the guest journey? And with the impact of the pandemic, how can hotels boost their revenue and reputation by using smart messaging to connect with customers in a mobile-first world. READ MORE

Coming up in February 2023...

Social Media: Tailor Made Content

Social media has evolved into an indispensable medium for the hospitality industry. It has forever altered how hotels communicate with their customers and it has redefined how advertising and marketing are conducted. Currently, the biggest social media platforms are Facebook, Twitter, LinkedIn, Pinterest, Instagram, Snapchat, YouTube and TikTok. Each has their own appeal and demographic. In order to reach the users of an individual social media platform, it is necessary for hotels to tailor their content to each platform's audience. For example, LinkedIn is more business-oriented so content might be directed to conference organizers, meeting planners, travel agencies, etc. Facebook has a more mature user base so they might be looking for family vacation packages, cultural experiences, or recreational sightseeing trips.  TikTok is popular with a younger audience who might want to know about concerts, sporting events, and gaming competitions, while Pinterest and Instagram focus on exquisite visuals and aesthetics. The February Hotel Business Review will document how some hotels are successfully integrating social media strategies into their operations.