The hospitality industry is undergoing a significant transformation, driven by advancements in technology and changing guest expectations. One of the most notable trends is the rise of contactless hotels. But do guests really want contactless hotels? The answer is increasingly yes. Here’s the reasoning behind this interest.
The demand for contactless hospitality
Guests today expect the same level of convenience in their hotel stays as they experience in their daily lives. According to a 2022 study by Oracle, 67% of travellers are interested in hotels using AI for personalised service, and 36% prefer a fully digital, contactless guest experience. This trend is not just a response to the pandemic but reflects a broader shift towards digital convenience and efficiency.
Let’s take a look at a few practical implications of contactless hotel services.
What is a contactless check-in and check-out?
Contactless check-in allows guests to book their stay and check in without physical interaction with hotel staff; in other words – skipping the reception. This process involves:
- Guest data collection: Securely collecting visitor information and verifying it with the Property Management System (PMS).
- Room allocation: The PMS assigns a room to the guest.
- Digital room key: A digital key is sent to the guest’s mobile device, enabling them to unlock their room without a traditional key card.
Contactless check-out enables guests to complete their departure process digitally. Guests confirm their check-out, pay any outstanding charges, and can opt to share contact information for future marketing.
Advantages of contactless services in hotels
Enhancing the guest experience
Contactless check-in and check-out streamline the arrival and departure processes, reducing wait times and enhancing overall satisfaction. Guests appreciate the convenience of managing their stay through their mobile devices.
Case Study
Reducing staff workload
Automating repetitive tasks with AI-powered virtual assistants allows hotel staff to focus on delivering superior service. This improves productivity and job satisfaction, especially amid staff shortages.
Increasing revenue
Contactless check-in can serve as a marketing channel, promoting upselling and cross-selling of additional services like room service or spa treatments. Hotels can also use collected data for future marketing campaigns, enhancing guest retention and revenue.
Collecting valuable data
By digitising guest interactions, hotels can gather data to better understand guest preferences and behaviours, enabling personalised marketing and improved service offerings. Hoteliers can also use automated contactless check-out to improve the hotel’s reputation.
Ensuring social distancing
In the wake of COVID-19, contactless services help maintain social distancing, reduce the risk of virus transmission, and align with guests’ health and safety concerns.
The role of AI in contactless hospitality
AI is moving beyond buzzwords to practical applications with significant implications for hospitality. Governing bodies like the World Travel & Tourism Council and the European Travel Commission advocate for adopting technological solutions to address staff shortages and enhance operations. This has spurred investment in hospitality tech, particularly in conversational AI.
Critical Integrations for Seamless Contactless Services
For a seamless contactless guest journey, essential integrations include:
- Property Management System (PMS): Centralises reservations, payments, and reporting.
- Mobile Key: Provides digital keys for room access.
- Contactless Payment Processor: Facilitates secure, wireless transactions without physical cards.
Future of Contactless Hotels
The popularity of contactless hotel solutions will continue to grow. Guests increasingly view convenience and independence as standard, not a luxury. Implementing contactless check-in, check-out, and other digital services not only meets guest expectations but also provides substantial benefits for hotel operations.
As technology continues to evolve, the contactless guest journey will become an integral part of the hospitality experience, driving the industry forward. However, the human touch in the industry that has personalisation and excellent customer care at its core will always need dedicated hotel staff ready to make guests feel right at home.
