Company insight

Digital connection can make the transaction between hotel and guest so much easier and more seamless than before – particularly important in the era of pandemic.

How can hotels create immersive and memorable experiences for guests using data and technology? Immersive experiences can be created using digital signage to entice guests to visit the spa or rent a pool-side cabana by sharing images or videos of that experience. Combining gesture technology with digital signage guests can interact ‘contactlessly’ with the information, advertisement or games being displayed. Knowing about the guest’s food and drink preferences, the reason for their trip, or if it’s their first visit to the destination can help create a memorable experience. It provides the hotel with options on

how to personalise the guest experience, from simply offering a gluten-free menu because of a known allergy or sharing the local entertainment calendar for the weekend getaway planned.

Orietta Verdugo, Hospitality, restaurant, gaming and entertainment general manager, Intel

The digital transformation in the hospitality industry is just starting. There are brands that were quick to embrace technology as they opened their doors in their flagship hotels or at high-demand destinations [for] post-pandemic opening. Yet we are far from saturating the market with hospitality technology. In fact, each day we see new innovations with use cases to help hotels with guest experience, operational efficiency and sustainability efforts. What will differentiate one hotel from

another will be the hospitality the brand offers. It is the combination of staff and technology that enhances the guest

“It is the combination of staff and technology that enhances the guest experience.”

It is important that guests are aware

and approve any data that is being collected or stored. Being transparent with the use of the data will help build and keep the trust between the brand and guest.

How can hotel brands continue to retain a unique sense of identity from a technology perspective in this increasingly saturated market?

Hotel Management International /

experience and provides a personal touch. The technology is about making it seamless for a guest to interact with the hotel, and for staff members to learn more about the guest to provide a personalised experience. In addition, technology offers brands the ability to reduce operational costs and help staff focus on connecting with each guest. Sustainability plays a key role for many brands, and technology is imperative to help reduce energy and

water usage as well as efforts that impact food wastage and food sourcing. The exciting part is that hotels will be

able to differentiate themselves based on what type of service they want to provide and how memorable they want the customer experience to be. As brands work on reaching their environmental, social and corporate governance initiatives, they can showcase the technology they are using to help meet those goals.

How is Intel working with hotel brands to use data and technology to enable frictionless guest experiences?

Intel set a mission to create world- changing technology that enriches the lives of every person on earth. As technology advisers, Intel enables the creation of new use cases to support the needs of hotel brands. We work with an ecosystem of hardware, software and solutions providers that focus on the hotel of the future. This includes solutions that interact

with staff and guests, such as point of sale, interactive displays, video walls, self- service kiosks and service robots. These products, coupled with computer vision and AI, provide frictionless experiences. As brands digitalise security and surveillance solutions, the video feeds can be analysed to understand the customer journey and optimise the operations. ● 41

zhu difeng/

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