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As the hospitality industry struggles to survive after suffering huge losses from Covid-19 last year, hotels are incorporating a combination of cutting-edge technologies to improve guest confidence and mitigate losses suffered during the pandemic .
A study published in November by researchers at Stanford University and Northwestern University in the United States said reopening restaurants, gyms and hotels carries the highest risk of further spreading the Covid -19.
While people who wish to visit hotels and restaurants fear catching the virus, the hospitality industry is infusing new technologies into its operations to protect both guests and employees.
Technological features initially conceived as novelties become necessities at times when some people are hesitant to even leave their homes.
According to the authors of a research article published in the journal Information Technology & Tourism, the pandemic will eventually end, but the hospitality industry will never return to “the old normal”.
“Traditionally, many luxury hotels have emphasized person-to-person contact at every stage of a guest’s journey. However, after Covid-19, all of these methods and procedures may need to change,” the authors noted. .
Hotel guests, they said, expect much higher standards of hygiene and show a significantly greater appreciation for contactless services.
“During such a time of uncertainty, hoteliers have a rare opportunity to invest in technology and process improvement to gain long-term competitive advantage,” the authors said.
As a result of the pandemic, India’s hospitality and tourism sector has suffered three-quarters of the estimated economic wiping out at 15 lakh crore.
According to Vibhas Prasad, director of Leisure Hotels Group, Covid-19 has affected most sectors around the world, and the hotel industry is among the hardest hit.
However, Prasad noted that actors are optimistic to regain the momentum lost in the second half of 2021 and are banking on efforts to improve customer confidence and “ revenge on travel ” as the pandemic is brought under control.
“Leisure activities are now returning to normal and are expected to increase further after vaccination,” Prasad told PTI.
He said that in addition to implementing comprehensive disinfection and hygiene protocols to keep guests feeling safe and comfortable, hotels associated with his group have fine-tuned regular processes and activities to ensure the slightest human contact.
Prasad said that while digital check-in and check-out is already a new standard, the company has also introduced technologies such as electronic newspapers or magazines for visitors.
“Contactless payments and light meals with contact provide more comfort and confidence to our customers so that they can travel without hassle,” he added.
According to the “Rethink Travel Global Survey”, carried out by Spanish IT provider Amadeus, technology plays a crucial role in supporting the recovery.
Read | The tourism and hospitality sector could not find its place in the 2021 Union budget
In the study, 84% of travelers polled said the technology would increase their confidence to travel by addressing concerns related to crowd mixing, social distancing, and physical touchpoints.
Technology will play a key role in the long road to recovery from the Covid crisis for the Indian hospitality industry, a report from RMS Cloud, an Australia-based software company, said.
Shiv Kumar Mehan, COO HIDEWAY BEDzz, a facility for spiritual travelers and backpackers in Rishikesh, noted that Covid-19 has certainly accelerated the infusion of emerging technology and software into hotel operations.
“These self-service systems are helping personalize guest stays in the midst of a pandemic, and the integration of cutting edge technology has been key to keeping hotels running,” Mehan told PTI.
He noted that by adopting such technologies, hotels are making a conscious effort to provide a worry-free environment for all guests.
“From the replacement of tangible restaurant menus and paper compendiums in rooms with scannable QR codes to contactless check-in capabilities at the hotel, almost every aspect of the hotel experience is now accessible with the push of a button. of your mobile devices, ”Mehan said.
Prasad added that other technology interventions for contactless, along with a seamless experience, include contactless payments, ordering food and services in the app, and scheduling appointments.
According to hospitality experts, technological tools are being deployed to provide remote access to front desk, concierge and customer service functions through chatbots or live chats with on-site staff.
Cloud-based Internet of Things (IoT) software can coordinate internal management systems, assign staff tasks, and confirm adherence to newly improved cleanliness standards, they said.
The IoT allows devices on closed private Internet connections to communicate with other such gadgets.
Experts said virtual TV control systems are replacing traditional hotel TV remote controls known to be a risk of infection through infection.
Smartphone apps are also available that provide hotels with a free inventory management system to set up overnight guests with reserved seating placed at least six feet apart in pools and beaches. .
Then there are air purifiers intended for medical purposes to kill bacteria and viruses in the air.
According to experts, all of these technological advancements can put immediate assistance in the hands of guests without having to come face to face with hotel employees.
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