The hospitality industry has constantly reinvented itself to meet new challenges and stay ahead of the curve. The fear and insecurity surrounding travel caused by the global affliction of novel coronavirus infection has led hoteliers to look beyond the traditional way of doing business. A majority of them are re-examining their fundamental strategies and technological investment to create new paradigms

The post-COVID of the hospitality industry will most likely be hinged on integrating new-age technologies in every sphere and involve booking engines, mobile apps, digital concierge services, automated check-in and check-out and keyless entry systems.

A report by Software Advice’s Guest Preferences for Technology in hotels states that 60% respondents are more likely to choose a property that allows guests to check-in and open doors with a smartphone, than a hotel that doesn’t. Nothing can be truer in the After-COVID world.

The tech solutions
Given that guests will be even more conscious about personal hygiene and social distancing, hotels are incorporating new technologies and cleaning protocols to optimise services and COVID-proof their property. Contactless or touchless technologies are emerging as crucial tech trends for streamlining operations.

Solutions such as keyless entry, online check-ins, QR codes, digital menus, contactless payments, digital communication and engagement tools, and innovative technologies are coming into picture. It will be interesting to note how hoteliers will re-evaluate their technology strategy to protect and carve new guest experiences. We map out some transformations that are likely to change the hotel experience.

Contactless/touchless experience
Touch-free experiences are the new norm of the coronavirus times and hotels introducing new-age technologies across all segments to elevate and assure safe and hygienic guest experience.

JW Marriott Mumbai Juhu has introduced QR codes at critical touchpoints such as front desks, elevators,
rooms, restaurants and recreational spaces, to ensure a complete contactless experience for guests. “Processes such as check-in/check-out, viewing the guest services directory and other hotel information, viewing menus and placing orders, making payments and appointments have entirely gone digital to minimise human intervention,” says hotel manager Sunil Kumar.

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