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A great front desk agent should be smiling 100% of the time. This capability can help improve hotel operations and customer experiences. InterContinental Hotels Group is creating AI smart rooms in its hotels in China. Ideas & Debate Covid-19 exposes technology gap in the hotel industry ... (such as for a restaurant bill or queuing at the front desk). She is the author of the new book "The Customer Of The Future: 10. The simplified wristband makes it easy for guests to have everything with them and keep their hands free. Busy large hotels have to optimize for speed, while a smaller boutique hotel may optimize for a special experience. The majority of hotel visitors want to experience new technology and are even willing to give up traditional amenities like a business center or fitness center to get it. The hospitality industry is constantly innovating to better serve its customers. The front desk is a crucial point of contact for guests. If a guest is in the hotel bar, they could receive a push notification about a deal on drinks. Guests will continue to demand amenities and services, but they will be more inclined to focus on “experiencing” rather than on “having.”, According to research from InterContinental Hotels Group (IHG) and Amadeus, the hyper-personalized room could be one of the biggest changes for the hospitality industry. 5. Natural light, solar panels, recycled wood, organic materials, hourglass timers in showers, locally handcrafted items and repurposed furniture are some of the trends. In addition to the traditional front desk experience, the Hyatt Regency Chicago offers check-in via a lobby ambassador holding a special iPad. Virtual check-ins and digital keys using your phone will be used at some hotels like Hilton. With the continuous progress of 3-D printing technology, we will start to see endless possibilities in hotel design by 2020. Whether it’s checking people in or out, modifying reservations or answering questions, there’s always room for improvement. See more ideas about Hotel, Hospitality design, Front desk. Blake is the author of two books on customer experience. Creative Ideas to Improve a Hotel Business. Guests can also use a … You can connect to Wi-Fi anywhere. Blake is a guest lecturer at Columbia University and adjunct faculty at the Rutgers MBA program. Have a meal brought into the office periodically, or throw surprise pizza parties. In the coming year, hotel designs will focus more on making guests feel their best. What Marketers Can Learn From How SmartPower Has Leveraged Consumer Insight For Growth In The Sustainable Energy Market. Function Neurology Reception. If possible, provide disposable disinfectant wipes to front-of-house staff to disinfect surfaces between guests. Hotel guests have a higher demand for comfort. … Since we tend to spend most of our time indoors, we crave time to interact with nature. They can also experience local attractions and feel confident in their travel choices before they arrive. Instead of having to wait in line at the front desk to check in, some hotels are moving to facial recognition scans to get guests in their rooms. AI Virtual Agents . Depending on your hotel's inventory … Dec 18, 2013 - Hotel Front Desks from around the world. As with any business, the economy has a direct impact on the hospitality industry. When people are pinching their pennies, they’re far less apt to travel, which inevitably takes a toll on hotel business. People are starting to expect sustainability, and at the same time, hotels are evaluating their environmental impact. 10 Examples Of Customer Experience Innovation In Hospitality ... from cleaning rooms to staffing the front desk. In some hotels, Li-Fi (internet connection through lights) is replacing Wi-Fi. • Front desk employees can be more effective in their tasks when they use the innovative front desk technology. The wall of each room at Hub by Premier Inn in the U.K. includes an AR map of the local area. Instead, they can move around their space more, technology in tow. 3. More ideas to enhance hotel guest experience. With the hotel industry often finding it difficult to retain employees, it’s now more important than ever to understand what employees want. Mixing and matching different contemporary styles will help with the storytelling that will provide guests, especially millennials, with the fresh and engaging experiences that they seek. Consider the following examples. As many hotels look for innovative ways to reduce costs, maintain quality service and keep guests happy. It’s true. The programs on the market today can autonomously answer customer questions (with a high level of user satisfaction), reduce labor associated with low ROI interactions, and help your team focus on revenue related tasks. EY & Citi On The Importance Of Resilience And Innovation, Impact 50: Investors Seeking Profit — And Pushing For Change, Michigan Economic Development Corporation With Forbes Insights, Welcome To Hyperreality: Where The Physical And Virtual Worlds Converge. And like all good leaders, a front office manager leads from the front. The wellness hospitality sector is gaining popularity among health-conscious travelers, forcing hotels to rethink both their exterior and interior designs. Sign up for her weekly newsletter here. Set up an office with a great view, fantastic chair, comfortable desk, and any other amenities you can think of. If the entire goal of customer experience is to make customers’ lives better and easier, the hospitality industry takes it to the next level. Depending on your property type and how you operate, the way you can manage front office operations … When it comes to manufacturing products, 3-D printing will be able to create eco-friendly textiles that seemed impossible. Blake is the host of The Modern Customer Podcast and a weekly customer experience video series on YouTube. Nuetral colors. Providing guests with high quality service and convenience has integrated into the luxury aspect of hotels. Millennials are a unique, rising segment in the hospitality industry. In smart hotels, personalized tablets can control everything from room temperature to food service orders. specific about what is offered by particular rooms or suites, since the front desk knows exact inventory that day. Impressing your hotel guests will give you a necessary advantage when it comes to them sharing their experiences online for everyone to see. Robots can play a number of roles in hotels, from cleaning rooms to staffing the front desk. Virtual reality allows guests to tour a hotel, choose a room and book it seamlessly online. You may opt-out by. No Assigned Seating) Thanks to wireless internet, laptops, and tablets, employees are finding they don't necessarily need to be chained to a single desk. In 2020, front desks will start to disappear. 6. The way your front desk staff greets and attends to customers can make or break the image of your hotel. Four Seasons Hotels uses Four Seasons Chat for 24/7 chat service that is powered by humans, not AI, for a more personal touch and responds to messages in 90 seconds or less. Don’t be afraid to suggest to your hotel management team new innovative ways improve the … I am a Customer Experience Futurist, Author and Keynote Speaker. She's worked with Accenture, Intel, Verizon Wireless, and many more. Some Marriott hotels have smart shower doors where guests can jot down their ideas while in the shower and then email the image to themselves for future use. 7 Innovative Ways Companies Are Changing the Workplace 1) "Hot-Desking" (i.e. Checking In Without the Front Desk. Her first book was 'More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences." Next year, patterns and textures will be changing. Forbes Marketing Awards 2020: Stop Hate For Profit, Forbes Favorites 2020: The Year’s Best Marketing Stories, Purpose At Work: How Fender Builds A Lasting Customer Community, New Threat Vectors Brand Protection Officers Need To Know About, How Facebook Uses Their Supplier Diversity Program To Invest In And Connect With Minority Communities, Hilton Hotels has introduced mobile check in. Many hotels are rolling out smart rooms, which combine AI and voice recognition technology to integrate virtual assistants into the room. Instead of having to carry a room key and their wallets, guests are given a wristband loaded with their room information, credit card and tickets, which can be scanned to gain access to their rooms and other areas and to make payments. An extreme example of this trend is the Henn-na Hotel in Japan that is manned solely by robots. To learn how technology is transforming the hospitality industry and how to use it to boost the guest experience to a new level, download this helpful guide: I am Ms. Karen from SJY company, we do hope can supply our products to your hospitality project!Thank you. karen@sjy.com.my Yes, I know that there are days when we don’t feel like smiling, but an awesome front desk member should be ready to come to work with a smile. Here are 10 ideas for hotel employee incentive programs that will help your workers be happier, more productive, and stay longer. Each room at the CitizenM Hotel in Amsterdam comes equipped with a MoodPad tablet, which allows guests to change the temperature, TV, window blinds, alarm and lighting in one place. Because of that, the reception or lobby areas can be an important element of the office - allowing you to give visitors positive feelings and impressions as they enter your office for the first time. By 2020, designers will use natural elements to blur the lines between interior and exterior spaces, especially in tropical hotels where these spaces flow together. Aloft Hotels uses Botlr, a robot butler, to deliver items to guests around the clock. Hilton uses location-based services at some of its resorts to alert guests to events and activities that might interest them based on where they are on the property. Designers will have to take the modular design approach and incorporate versatility, flexibility and connectivity in order to help bring people together, so that they can create lasting business relationships in a relaxed environment. Already there is a  new concept called Stay Kooook, developed to make you live like at home in a hotel. The front desk is the heart of the typical hotel operation. Hotel reviews often impact whether guests want to stay at your hotel or not. Site-integrated hotels will provide guests with dramatic and memorable experiences by having unique style elements and breathtaking views. Keeping it running smoothly, however, is no easy task. Innovating with the latest ideas and technology allows hotels to offer fresh, personalized experiences that guests crave. Blake Morgan is a customer experience futurist, keynote speaker and the author of the bestselling book The Customer Of The Future. The technology is popular at resorts like Disney World and Great Wolf Lodge. The luxury hotel industry has always been a pioneer segment of the general hospitality industry and is undergoing major innovations today, in a very fast-pace environment. She lives in the Bay Area with her husband, their two children and two dogs. The research states that, “Consumers are used to buying exactly what they want and need when it comes to music, entertainment, fashion, and travel. For 2020, advanced software will be able to integrate different platforms into one. While more hotels are reusing towels and installing automatic lights in an effort to be green, others are taking energy conservation and sustainability to new heights. She is a contributor to Forbes and the Harvard Business Review. The output-based archetype of hotel front desk technology focuses on hotel service performance as enhanced by adopting a new front desk technology for both customers and service providers. 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