In the hospitality industry, customer experience is king. At the same time, companies face fierce competition for each customer dollar and have to deliver outstanding service with ever-increasing efficiency. Automation – especially voice processing, artificial intelligence, smart devices, and robotic process automation – can help with all three of these competing challenges.
Hospitality firms are improving customer experience through natural language interaction, high-end digital experiences and with AI algorithms to help guide their leisure choices. They are also increasingly using automation and smart devices to reduce loss, speed up check-in and check-out and provide entertainment and comfort features exceeding those found in a typical home.
Customers are increasingly seeing service where the curtains gently open 15 minutes after the alarm goes off, where they can ask Alexa for room service, or they can have their room cleaned based on the service team knowing the room is vacant.
Improving service to their customers drives repeat business and the tailored experience provided by automation helps enable that part of the growth curve. Additionally, hospitality firms want to grow by capturing more market share, opening up new and emerging markets.
Automation can help by tailoring the experience to the customer based on country or buying behavior. A customer in China books differently than a customer in France! Further, automation can help hospitality firms use detailed quantitative analytics to drive what routes generate the most revenue, which locations are best for new properties and how to distribute luxury versus budget offerings based on customer spend and feedback.