As the pandemic recovery gains momentum, members of our industry are rightfully examining all aspects of their operations, infrastructure, and technology components to ensure they are aligned to accelerate success and manage changed guest expectations. One of the results of this examination is a flurry of studies and articles about hospitality technology and the “Top 5 or 10 or more tech trends” in various parts of the business. While these trend reports provide valuable insights into improving areas of the business that might not have been a focus previously, it is equally important to understand the longer-term impact that new technology adoption has on the business.
Continuing the Trend
Pre-pandemic, guest preferences had already been trending to self-service options allowing guests to determine when and where they would engage with the business to speed F&B orders and communicate with property staff. Staffing shortages in the face of rapid re-openings has accelerated the need for self-service and is pushing some operators to make quick investments in point solutions to meet this need. However, effective guest self-service often requires more than an isolated app. It demands deep integration with existing enterprise solutions to manage guest profiles, preferences and enable a smooth flow of service delivery through backend systems.