ways which technology has affected the hospitality industry

ways which technology has affected the hospitality industry

Introduction

This essay discusses various ways which technology has affected the hospitality industry. Technology has affected the hospitality industry in various positive ways which include cutting of labor cost, enhancing of products and services, mobile accessibility, online purchasing, enhanced communications, effective marketing, and social networking among others. Technology provides various tools that support the hospitality industry to gain competitive advantage and offer excellent services to customers. Technology enables hospitality industry business stakeholder to give their clients an exceptional experience that provide value for money

Information technology and associated innovations play a vital role in the hospitality industry and tourism sector. Technology is applied to assist in cutting cost, increase operational efficiency and help in providing better products and services to consumers enhancing their experience (Lee, L. Y. S., 2016). Consumers and the business organization gain remarkable through improvised communication, automated guest service system and reservation system. Technology has assisted the hospitality industry to interchange expensive human workforce with technological innovations. These enable stakeholders in the hospitality industry to reduce the cost of their labor, improve efficient customer service. Internet and World Wide Web has a major influence in hospitality (Zervas, G., Proserpio, D., & Byers, J. W., 2017). The experience that new customers are first introduced to through business website. Internet host websites that are used to provide customers with pictures and testimonials from past consumers. It is crucial for business organizations especially in the hospitality industry to make use of online marketing, social networking, blogging, online reservations, online purchasing to enable satisfy customer needs comfortably.

Computer systems enable communication between various restaurant chains and hotels having multiple locations to link efficiently. They help keep customer and staff to be updated with current information and reduce the number of workers which are employed.  Application of biometric identification and online payment system enables the customer to reserve accommodation without physically present and on arrival, it takes less than two minutes to check it (SECTOR, H., 2015). Biometric identification of fingerprints and face is used for identification before a customer is checked in and also during check out when settling the bills. Application of artificial intelligence and automation enables machine room service plus others without involving human assistance. Robotics support development of machines that automate some processes which were initially human-aided.

Mobile devices and smartphones in today’s world have replaced workstation computers and other related devices. Mobile communication is vital since it helps travelers to communicate with other people such as family. Internet-enabled devices are used to access the internet which is utilized in electronic commerce and electronic business in the hospitality industry. Mobile communication enables business organizations to keep their clients informed with current offers and changes about their travel, offers, marketing, and advertisement. Mobile communication is used for global positioning service tracing while traveling (Zhang, Z., Liang, S., Li, H., & Zhang, Z., 2018). Application of information technology in the hospitality industry assist in speeding up processes and assist in facilitating efficiency in the traveling process. Online booking enables people who are traveling to make reservations, bookings, change their travel schedules and many more other activities. In most of the hotels on arrival at the lounge, there are several booths where customers can transact their business and check in as soon as possible. The booths have a computerized system that supports online payments, verification of identity, instant booking of room plus others. The online website also provides a platform which is used for making online reservations, customer service, payment, and many other features.

Technology is used in the hospitality business for gaining competitive edge and improvement of customer service plus business advantage. Technology provides various tools which are used to promote and market business to attract more customers. Email marketing is used in providing potential customers with the latest business deals and prices of accommodation among others. Chatbots used on the website keep visitors engaged and assist them in finding the right information (Navío-Marco, J., Ruiz-Gómez, L. M., & Sevilla-Sevilla, C., 2018). Online advertisements and other media publicity content enable the business to attract more clients and be well known. Social media marketing and personalized customer service enable business in hospitality to increase their performance. A lot of people today are on social media and if the business can maintain its online presence that it will receive a lot of contact from people ranging from traveling to accommodation. Social media provides a tool that can pass information rapidly and reach people everywhere (Kaushik, A. K., Agrawal, A. K., & Rahman, Z., 2015). Stakeholders in the hospitality industry should take advantage of social networking as a methodology for expanding their customer base. A business organization can utilize social media to strengthen their links with customers and the public.

Technology enables business organizations such as restaurants, hotels plus automobile rental agencies to implement customer relationship management. This is where guest preferences are recorded and stored in a database, this information will be used in their future visit to provide better services (Law, R., Leung, R., Lo, A., Leung, D., & Fong, L. H. N, 2015). Such information entails guests favorite dishes, a number of beddings used, type of soap prefer and other related stuff. Mobile devices enhance accessibility and security where mobile phones can be used to access smart locks which have keyless pads.

Technology in the transport sector has supported the development of faster-traveling machines such as electronic trains and electronic cars which have made traveling to be fast and convenient. Faster and safer travels encourage people to take vacations and explore the world. A lot of people travel when the modes of transport available and convenient and safe technology have ensured that innovations and current inventions deliver the best products to assist people in traveling to promote business in hospitality sector (Lee, L. Y. S.,2016). Development of automated machines has greatly reduced the cost of labor in the hospitality industry. Initially to run a large facility required intensive human workforce. Due to technological innovations, such work which was done by several individuals is automated and executed by a single machine

Augmented reality and virtual reality and technological products of arts that enhance customer experience. Virtual reality can enable an individual to go for a wild adventure at the comfort of their living rooms technological products such as video games and smart televisions provide entertainment to the guest to enhance the comfort of their experience.

The content above discusses various ways that technology has affected the hospitality industry. This essay is written from point of view that technology affects the hospitality industry positively.  Technology has resulted in cost reduction, self-service models, remote reservations, safer online payments, better traveling services, and various tools which enhances business in the hospitality industry.

Reference

Lee, L. Y. S. (2016). Hospitality industry web-based self-service technology adoption model: A cross-cultural perspective. Journal of Hospitality & Tourism Research, 40(2), 162-197.

Zervas, G., Proserpio, D., & Byers, J. W. (2017). The rise of the sharing economy: Estimating the impact of Airbnb on the hotel industry. Journal of Marketing Research, 54(5), 687-705.

SECTOR, H. (2015). SHARING ECONOMY.

Zhang, Z., Liang, S., Li, H., & Zhang, Z. (2018). Booking now or later: Do online peer reviews matter?. International Journal of Hospitality Management.

Navío-Marco, J., Ruiz-Gómez, L. M., & Sevilla-Sevilla, C. (2018). Progress in information technology and tourism management: 30 years on and 20 years after the internet-Revisiting Buhalis & Law’s landmark study about tourism. Tourism Management, 69, 460-470.

Law, R., Leung, R., Lo, A., Leung, D., & Fong, L. H. N. (2015). Distribution channel in hospitality and tourism: Revisiting disintermediation from the perspectives of hotels and travel agencies. International Journal of Contemporary Hospitality Management, 27(3), 431-452.

Kaushik, A. K., Agrawal, A. K., & Rahman, Z. (2015). Tourist behavior towards self-service hotel technology adoption: Trust and subjective norm as key antecedents. Tourism Management Perspectives, 16, 278-289.