Enhancing Guest Experience: Customer Technology in Large Hotels

• Tourism
• Higher Education (non-degree)

Enhancing Guest Experience: Customer Technology in Large Hotels

Btec: Unit 17 Managing Accommodation Services 

Assignment 3 - Learning Aim D

Learning Objective

At the end of the lesson, you will be able to identify different types of customer experience technology used in large hotels and explain how they benefit guests.

What do you already know about customer experience technology in hotels?

What is Customer Experience Technology?

Customer service technology refers to the use of various technological tools and solutions to enhance the delivery of customer service and improve the overall customer experience. 

Customer Experience Technology

Customer service technology plays an important role in the travel and tourism Industry, particularly in hotels, as it significantly impacts the overall guest experience.

Mobile Apps

• Keyless Entry: Guests can use mobile apps to check in and unlock their hotel room doors, providing convenience and removing the need for physical keys.
• Mobile Check-in/Check-out: Guests can complete the check-in and check-out processes using their mobile devices, reducing wait times at the front desk.

In-Room Technology

• Smart Room Controls: Guests can control various aspects of their room, such as lighting, temperature, and entertainment systems, through in-room tablets or mobile apps.
  
• Voice Assistants: Some hotels integrate voice-activated systems like Amazon Alexa or Google Assistant to assist guests with requests and information.

Wireless Connectivity

• High-Speed Wi-Fi: Offering reliable and high-speed internet connectivity is crucial for business and leisure travellers.
  
• Wireless Charging: Some hotels provide wireless charging stations or pads in rooms and common areas for guests' convenience.

Guest Service Platforms

• Virtual Concierge: AI-powered virtual concierge services help guests with recommendations, reservations, and information about the hotel facilities.
• Chatbots: Automated chat systems assist guests in real-time, answering queries, providing information, and addressing concerns.
  

Self-Check

• Self-check-in kiosks enable guests to complete the check-in process independently, reducing waiting time at the front desk.

Feedback and Survey Tools

• Mobile Surveys: Hotels use mobile apps or SMS to collect real-time feedback from guests during their stay.
• Online Reviews Platforms: Integrating with online review platforms helps hotels gather and respond to guest reviews, improving overall satisfaction.

Robot Technology

• The use of robots in hotels has become increasingly common as technology continues to advance. These robots are deployed for various tasks and services, aiming to enhance the guest experience, improve efficiency, and streamline operations. 

Robot Technology

• Front Desk and Check-in
• Room Service and Delivery
• Cleaning and Maintenance
• Concierge Services
• Luggage Handling

Benefit of customer experience technology

• Enhanced Guest Experience
• Efficiency and Convenience
• Competitive Advantage
• Feedback and Improvement
• Brand Loyalty and Positive Reviews