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Customer service is what fundamentally drives the hospitality industry. While many of the services we’ve come to expect are still critical to a hotel’s prosperity the rise of digital technology is creating more demands. Guests want personalized options and if hotels hope to retain loyal clients they’ll have to figure out ways to facilitate new technology into the customer service experiences that they are providing. As the year nears its end, let’s look at the growing trends and innovations in hotel technology trends.


Artificial Intelligence
AI is one of the most interesting trends coming out of hotel technology. Most of the systems mentioned on this list actually have the presence of AI. Artificial intelligence is being used in hotels all over the world to help streamline guests’ experiences. The technology does this by collecting and interpreting a guests data then identifying and mapping the users preferences. This can create an individual accommodation package which is much more targeted and effective. By personalizing a guests experience customers each person can receive a stay that has been created specifically for them.


“Smart” Technology
Smart technology has become a part of most people’s daily lives so it makes sense that hotel’s are now looking to automate many of their guests’ services. Things such as automated checkout, customized environment from settings, and wireless data linking are all considered the norm. What hotels are reaching for with smart technology is enabling guests to receive a fully customized experience. This new smart technology can help to reinforce the hotel’s brand identity and result in customers who are more likely to return.


Guest Apps
The average hotel customer depends on their smartphone everyday for a plethora of small tasks. Things such as shopping online, answering emails, and communicating with friends are all done all accomplished using apps on a smartphone. Hospitals have begun to develop their own type of branded apps that allow guests to feel a higher level of correspondence and connectivity. These apps often feature 360-degree tours of a room, immediate contact with a concierge, and virtual payments.


Facial Recognition
Facial recognition is still a fairly new trend in hotel technology. Many people are still becoming familiar with the technology in relation to the security on their smartphones. However, there are a number of benefits to hotel management when facial recognition applications are used. First, this method can be used as another form of verification. It will also enhance the levels of privacy and security in a hotel. Lastly, it’s a great way to make sure that only authorized personnel are entering specific areas of the property.


Service Automation
Instead of hotel staff making decisions self-service automation can put certain choices in the hands of its guests. Similar to trends taking place in the retail sector these self-service kiosks can help a hotel to receive targeted feedback. For hotels, this can include pre-set amenities within a room and online registration. While the traditional staff are not being taken out of the process there are certain services of theirs that are being augmented.


Many hotels are embracing these tech innovations to compete in an ever increasingly digital era. These trends offer the flexibility and convenience that consumers want while they travel. It will be interesting to continue to see what trends come from the hospitality sector.