In what ways has technology affected the hospitality industry

Introduction

The essay discusses various ways in which technology has affected the hospitality industry. Technology has affected the hospitality industry in different positive ways which include cutting of labour cost, enhancing of products and services, mobile accessibility, online purchasing, improved 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 provides 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, 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 labour, improve efficient customer service. Internet and World Wide Web has a significant influence in hospitality (Zervas, Proserpio & Byers, 2017). Internet host websites are used to provide customers with pictures and testimonials from past consumers. It is crucial for business organizations primarily in the hospitality industry to make use of online marketing, social networking, blogging, online reservations, online purchasing to 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, 2015). Biometric identification of fingerprints and face is used for identification before a customer is checked in and also during the 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 travellers 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 travelling (Zhang, Liang & Zhang, 2018). Application of information technology in the hospitality industry assist in speeding up processes and assist in facilitating efficiency in the travelling process. Online booking enables people who are travelling 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, Ruiz-Gómez & Sevilla-Sevilla, 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 allow 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 travelling to accommodation. Social media provides a tool that can pass information rapidly and reach people everywhere (Kaushik, Agrawal & Rahman, 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. As such, 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, Leung, Lo,  Leung & Fong, 2015). Such information entails guests favourite dishes, many 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-travelling machines such as electric trains and electronic cars which have made travelling 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 travelling to promote business in hospitality sector (Lee, ,2016). Development of automated machines has dramatically reduced the cost of labour 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 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.

Technology has affected the hospitality industry and essay is written from the 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 travelling services, and various tools which enhances business in the hospitality industry. Application of artificial intelligence and technological innovations through the application of knowledgeable database systems and automation to develop protocols that support both the business and consumers to get the value for their money.

In business AI and automation enable the hospitality industry to get access to highly classified business analytics information that support them to make right business decisions. Managerial staff and other employees can access customized analysis reports through intelligent systems to enable them to make better decisions concerning business and customers. Business intelligent systems support various stakeholders to conduct an analysis which is costly and time consuming with a short period of time (Nieves, J., & Segarra-Ciprés, M., 2015). With a click of a button the innovative software systems support staff to analyze information through a dashboard system and is used to conduct various researches and business decisions that initiate maximum gain. The customers are also able to access intelligent information about various vacation destinations, prices comparison between various service providers and make financial decisions that enable them to save money for future travels or business activities.

Availability of various forms of payment enables hospitality industry to collect maximum payments due to diversity in the collection methods. The service booths that have replaced traditional customer reception support a various form of payments which ranges from credit cards to cryptocurrency. This enables various consumers to pay comfortably without restrictions. The introduction of blockchain technology supports the centralized presentation of information that is available for both stakeholders use in the business environment (Neirotti, P., Raguseo, E., & Paolucci, E., 2016).  The central presentation of information support functionalities such as online biometric authentication processes, secure platform for electronic and online payment processing, availability of work that provides money for travels. Through blockchain technology, cryptocurrency business provides an opportunity for various personalities to make money and travel a lot in pursuit of their adventures and become hospitality industry consumers. Various cryptocurrency companies hold seminars, workshops, and training program to their clients constantly and work in partnership with the hospitality industry.

Social networking and other online portals enable various consumers to access information of their choice and make connections that make a human movement to easy. Social media platforms enable various stakeholders to create networks that enable them to accomplish a set of goal and objectives. Through such platform, the hospitality industry can showcase their products and services as a way of reaching out to the consumer to enable become customers (Neirotti, P., Raguseo, E., & Paolucci, E., 2016). Online marketing, pitching of potential consumers and other related activities enable hospitality industry to expand its customer base, increase in the provision of products and services.

Online portals enable stakeholders in the hospitality industry to boost their business by providing online videos and advertisements which attract customers. The customer experience of watching magnificent clips of various decisions motivates them to make choices according to their preferences. The online portals also provide a platform where customers can share their experiences in various hospitality industry locations which boost their business image (Nieves, J., & Segarra-Ciprés, M., 2015). It also creates a sense of confidence in customers about their various choices when planning for a trip or vacation. Pre-Experience scenarios create an overwhelming experience for customers that compel them to make an instant booking which boost income in the hospitality industry. Technology support traveling stakeholders to provide excellent services in a secure environment. Current traveling means such as electronic trains, airplanes, ships, and electric automobiles support easy and safe mobility of persons which is beneficial to the hospitality industry since they will gain business.

References

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