Product Related

17 Mar 2021

Digitising the customer experience in hospitality


Digitising and creating a contactless experience through multiple touchpoints during the overall guest journey requires a platform like Etisalat’s Hospitality Modular Suite that will deliver seamless digital interactions to these increasingly tech-savvy hotel guests for fulfilling several functions prior, during, and post their stay.

Hospitality services are changing dramatically as the industry transforms its offerings, products, services and infrastructure to meet the needs of the digital age. In the pandemic era, this has been enhanced even further. 

Technology has played an important role in the hospitality industry, helping to reduce costs, enhance operational efficiency, and improve services and customer experience. Both customers and the businesses are benefiting from improved communication, reservations, and guest service systems. 

Consumers demand improved solutions and unique experiences. The hospitality industry is rapidly adopting new technologies to exceed their expectations and digitize the customer journey with one-tap check-ins, digital concierge services, voice-activated devices, chatbots, smart in-room technologies, advanced analytics, virtual-assistant platforms, enhanced direct bookings, and more to come.

Moreover, considering that millennials are increasingly dominating the travel sector, hospitality companies should be prepared to curate and personalise travel offerings and to make a data-enabled transformation work. This generation of tech-savvy travellers prefers using apps for bookings and getting more personalized interactions. The cultural change, as well as the long-term impact of automation, machine learning, and even robotics, are here to stay.

It is predicted that by 2025, many emerging technologies will have moved into mainstream operation including robotics for services like hotel booking or and loyalty programs. Chatbot services will continue to integrate with booking and purchasing, forming a new notification channel for guests. Biometrics will keep us more secure, robots will bring us breakfast, and drones will deliver food.

Digitising and creating a contactless experience through multiple touchpoints during the overall guest journey requires a platform like Etisalat’s Hospitality Modular Suite that will deliver seamless digital interactions to these increasingly tech-savvy hotel guests for fulfilling several functions prior, during, and post their stay. These services need to be able to create a contactless check-in through a unique identity management module along with other advanced capabilities such as content streaming, in-room automation, and interactivity, among others.

As a cloud-hosted platform, it enables hotels to empower its guests to manage all features using a progressive web app on their mobile phone and TV screens in their room from dedicated internet access to a choice of TV channels, enabling call and internet connectivity. 

As technology reinvents itself at every stop on the travel journey, the on-site experience and the guests’ growing comfort with technology is driving digitally disruptive trends.