The hospitability industry is increasing using technological advances in the areas of Internet of Things and artificial intelligence to leverage its potential of effectively interacting with guests or responding to their needs in a more personalized way, especially in the luxury segment. Food and beverage programs are staying ahead of the competition in terms of technological advancements by entering into strategic collaborations. Carlson Rezidor Hotel Group, for instance, has collaborated with Dineout, an online reservation service in India. The former is using the Dineout platform to allow people make reservations easily across the group’s 140 properties.
The group has realized that making use of a technology platform and its social media presence could help it provide more brand experience to its potential customers. Integration of technology could also allow the group’s hotels and F&B outlets to gain greater competitive advantage, said Sandy Russell, Carlson Rezidor’s Vice President of Commercial Operations, Asia Pacific region.
Like Carlson Rezidor, an increasing number of hospitality groups and hotels are looking at ways of making more use of technological advances, with international brands such as Marriott already relying heavily on its dedicated mobile app for responding and reaching out to guests more effectively. Marriot’s senior vice-president, digital, George Corbin has said that the number of guests using mobile devices to communicate with their hotels has increased over four times in the past few years. Among one of the first leading hotel chains to launch its dedicated mobile app, Marriott has continued to add and improve capabilities and features in its mobile app.
It is expected that in the next few years, the luxury sector of the hospitality industry will emerge as one of the key users of technologies to improve the way it interacts with consumers, making guest experiences more fulfilling, quick, innovative, and easy.