Innovating by people for people

The tourism industry has evolved a lot in recent years. The acceleration of digitalization, the importance of sustainability and new consumer trends are driving a cutting-edge tourism that needs to be smarter, digital and sustainable.

According to the TechYhotel Project a research study on the state of implementation of new technologies in the Spanish hotel sector, has revealed that only 35.7% of the sector has a high or very high degree of digitization.

As technology partners and passionate about innovation and data we are interested in being aware of the experience of this sector; which represents 28.7% of GDP. On Wednesday October 4th we met with several executives from the hotel sector such as Vincci Hotels, AR Hotels and Resorts, Only YOU Hotels, Caro Hotel, IBB Hotels, AEHTMA, Marriott, VIVOOD; to discuss the challenges facing the sector in the face of digital transformation.

Strategies for a successful digital transformation in the hospitality industry

One of the main objectives of a hotel is to provide the best possible experience for its guests. And this means having all processes, in each of the multiple areas that make up the hotel, highly optimized. From the moment the customer makes the reservation, through their stay and post-sales service.

Balancing and Prospecting

In the maelstrom of innovations and constant changes proposed by the digital era, there are many tools for the optimization of these processes. The challenge is to know how to choose the technologies that best meet one’s needs and which is the most organic way to introduce and apply them. As well as generating the necessary synergies with the right partners to achieve these objectives.

The digitalization process in hotel management promises great opportunities but, as it is a sector that involves so many areas and so many levels of organization, it requires a programmed action plan and a progressive advance.

A key aspect to bear in mind is that all the technologies we incorporate will be implemented by people, who need training and time to adapt to change, as well as motivation and drive to change their thinking and transform their daily work routines and habits.

Empathetically transmit the culture of digitalization and innovation as a new vision; a more productive, effective and positive work culture.

Transforming hotel management by improving customer experience

Some of the trends and innovations we discussed during the breakfast that we believe are crucial to driving success in the hospitality sector are:

1. Smart Data Management

According to the Hotel Technological Institute, the most implemented digital and data management solutions are CRS (Centralized Reservation System), CMS (Chanel Manager: sales channel manager), Price Comparator and PMS (Property Management System: hotel management system). The integrations between the different softwares used in daily management and the possibility of keeping data updated, organized and visible is crucial to speed up decision making. Bringing data closer to people by giving them an active presence in the day to day is key to introduce digital tools.

2. Digital experiences in the hotel

Hotels are investing in technology to enhance the guest experience. This includes digital locks with cards, QR or passcodes, mobile apps to control lights and room temperature, online check-in and check-out via IoT, contactless and integrated facial recognition technologies to ensure smoother and more secure experiences. IoT devices can connect to the hotel’s network and send information in real time, allowing hotel managers and staff to monitor and adjust processes: housekeeping, restaurant service, etc.

3. Reputation management

Most customers check online reviews before booking a hotel. Maintaining data and managing social media, opinion portals and online reviews, such as Tripadvisor, Google My Business, Trivago, is a must for any hotel.

4. Data analytics and revenue management

Hotels use data analytics to make informed pricing decisions, price comparisons with competitors or demand forecasts at different times of the year; room availability, demand in the different reservation centers. Revenue management has become essential to optimize revenue and occupancy, cost control and supply-side opportunities.

5. Sustainability

Smart energy and water management. Likewise, the reduction of paper use through digital solutions such as electronic menus and the implementation of recycling programs in hotels are also important measures to improve sustainability, ensure cost reduction and resource optimization.

6. Automation and chatbots

To improve efficiency in customer service and reservation management. Through Learning Machine systems, immediate answers can be given with 24-hour attention.

7. Virtual reality and augmented reality

Providing immersive, creative and unique experiences for the room selection and booking process. Hotels can offer virtual tours of their facilities or the services they offer.

It’s time to take on the challenge

It is time to be intrepid, bold, optimistic, versatile and chameleon-like; forward-looking, visionary… Assuming that it is a process that requires effort, dedication, adaptability and clear and precise objectives.we are immersed in a TECHNOLOGICAL REVOLUTION and, therefore, it is a time of great opportunities. Investing in innovation in a conscious and thoughtful way is key, as well as creating alliances with suitable technology partners to be able to take on the challenge with confidence and strength.