9.3 Emerging technologies in guest services

Guest services are evolving rapidly with emerging technologies. Mobile apps and self-service kiosks streamline bookings and check-ins, while IoT devices enable smart room controls. Biometrics and robotics are enhancing security and automating services, revolutionizing the hospitality experience.

AI-powered chatbots provide 24/7 customer support, handling inquiries and bookings with human-like interactions. Virtual and augmented reality offer immersive property tours and enhanced navigation, while also improving staff training and guest entertainment options.

Emerging Technologies in Guest Services

Emerging technologies for guest services

Top images from around the web for Emerging technologies for guest services

• 

  Frontiers | Internet of Robotic Things Intelligent Connectivity and Platforms View original

  Is this image relevant?

• 

  Frontiers | Expectations and Perceptions of Healthcare Professionals for Robot Deployment in ... View original

  Is this image relevant?

• 

  Frontiers | Robot-as-a-Service: From Cloud to Peering Technologies View original

  Is this image relevant?

• 

  Frontiers | Internet of Robotic Things Intelligent Connectivity and Platforms View original

  Is this image relevant?

• 

  Frontiers | Expectations and Perceptions of Healthcare Professionals for Robot Deployment in ... View original

  Is this image relevant?

1 of 3

Top images from around the web for Emerging technologies for guest services

• 

  Frontiers | Internet of Robotic Things Intelligent Connectivity and Platforms View original

  Is this image relevant?

• 

  Frontiers | Expectations and Perceptions of Healthcare Professionals for Robot Deployment in ... View original

  Is this image relevant?

• 

  Frontiers | Robot-as-a-Service: From Cloud to Peering Technologies View original

  Is this image relevant?

• 

  Frontiers | Internet of Robotic Things Intelligent Connectivity and Platforms View original

  Is this image relevant?

• 

  Frontiers | Expectations and Perceptions of Healthcare Professionals for Robot Deployment in ... View original

  Is this image relevant?

1 of 3

• Mobile applications streamline hotel bookings, restaurant reservations, and travel planning (Expedia, OpenTable)
• Self-service kiosks expedite check-in/out processes and provide automated concierge services
• Internet of Things (IoT) devices enable smart room controls and keyless entry systems
• Biometric authentication facilitates seamless check-in through facial recognition and room access via fingerprint scanners
• Robotics enhance guest services with robot concierges and automated room service delivery (Hilton's Connie, Aloft's Botlr)

Mobile apps and self-service enhancements

• 24/7 access to services and reduced wait times improve convenience and accessibility
• Personalization offers customized recommendations and tailored promotions based on guest preferences
• Contactless interactions minimize physical contact during transactions, enhancing hygiene and safety
• Real-time updates provide instant booking confirmations and flight status alerts
• Streamlined processes enable digital check-in, mobile room keys, and self-guided tours using smartphone apps

AI and chatbots in customer service

• 24/7 availability for guest inquiries using natural language processing for human-like interactions
• Machine learning capabilities improve responses over time and provide personalized recommendations based on guest history
• Multilingual support integrates with booking systems and databases
• Routine tasks handled include answering FAQs, making reservations, and processing simple requests
• Complex issues escalated to human agents when necessary
• Data collection and analysis provide improved guest insights

Virtual vs augmented reality potential

• Virtual property tours offer 360-degree room views and interactive exploration of hotel amenities
• Augmented reality navigation provides guided tours of destinations and enhanced wayfinding within large resorts
• Immersive destination marketing enables virtual visits to attractions and pre-travel experiences to boost bookings
• Training and education utilize virtual simulations for staff and interactive learning experiences for guests
• Enhanced in-room entertainment includes VR gaming and AR-enhanced room service menus
• Event planning and visualization offer virtual venue tours and AR-assisted space planning for conferences
• Cultural and historical experiences feature AR overlays at historical sites and virtual reconstructions of ancient landmarks (Pompeii, Machu Picchu)