Company insight
New ways to make reservations It can be tough to get restaurant reservations and some event tickets. The majority of hotels and resorts today have technology solutions in place for guests to view seating and availability in real-time. This helps them optimise space and tables, but also makes the most of the employees they have through a better understanding of staffing needs at different times. Guests have access to restaurant reservations, special events or activities on-site and, in many cases, can select their preferred seat – whether at a concert venue, stadium or gaming table. In addition, while mobile service is not necessarily new, it has been gaining traction with either in-room tablets or room-specific QR codes displaying a menu for food and beverage ordering when scanned.
Is great service still assured? Providing guests with the convenience of mobile check-in and going straight to their rooms without waiting in line provides a positive check-in experience. It is all about providing flexible options to guests. Putting technology in their hands to make selections ahead of their stay reduces the staffing needs they will have once they are on property – like the front desk. When staff members have access to single guest itineraries and real-time property and system updates, they can help when they are actually needed and
Technological solutions such as digital room keys and mobile applications means guests need minimal contact with hospitality staff.
thus spend their time more productively. Service levels can be elevated through technologies like these even when there are no members of staff directly in front of guests at all times, as they enable the property to better personalise the guest’s experience.
Hospitality leaders and the contactless guest journey Commenting on the continued rise in contactless technology in hospitality, Jane
Pendlebury, CEO of the Hospitality Professionals Association (HOSPA), said: “While the surge in a touch-free environment was evident before the Covid-19 crisis, we can be certain it will continue, and even excel, as hotel and resorts continue to bounce back and recover. People want a guest experience that suits their needs and new technologies are giving them the tools to do just that.”
Overall, guests now look for flexibility and physical distancing to become standard attributes in their travel and leisure experiences. Technology provides a base upon which operators depend to deliver those experiences, honouring the guest’s individual expectations for as little or as much contact as the guest desires. Whether that means checking-in, accessing their rooms, receiving their folios, communicating with hotel staff, ordering in-room dining, booking resort activities and dining, or paying for their stay – all digitally.
Kiosks and mobile applications have already entered the marketplace and are enjoying wide adoption, both by hoteliers and guests. As we look towards the future of hospitality, some of the most exciting technology uses will find a permanent place in the areas of digital checking in and checking out, further reinforcing why the traditional front desk no longer has its place in the hotel and resort of today. Put simply, we are experiencing a defining and hugely exciting moment for the future of contactless guest engagement. At Agilysys, our main goal is to help a venue ensure each visit a guest makes is a zero-disappointment experience, by empowering staff to be better hosts, helping the venue to drive an efficient operation and collecting crucial data that enables them to improve from a customer service perspective – an approach that is assisted by the removal of constantly manned front desks.
By working with hotels and resorts to implement digital solutions, we help enhance the experiences of staff and guests in a way that maximises the property’s return on experience and bottom line. ●
With an increasing preference for contactless options and physical social distancing rules brought about by the pandemic, technology may replace the role traditionally played by a hotel’s front desk.
Hotel Management International /
www.hmi-online.com
www.agilysys.com/en 31
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