Guest Service is No Longer a Contact Sport
In a first-of-its-kind focus group with the hospitality industry’s top IT executives, Hapi takes stock of their technology priorities for operations in a post Covid-19 era
Hapi, the first, disruptive open data-streaming, integration and enrichment platform in the hospitality industry, held a focus group with the Board of Governors at Hospitality Technology Next Generation (HTNG) - comprising the top CIOs and other executives in the industry - to understand the technology needs and priorities as hotels get ready to operate in the new normal, post Covid-19. The focus group attendees represent over 3.1 million rooms worldwide and Hapi was the first technology partner to undertake this new HTNG initiative.
It was evident from the discussion that investment in technology has been challenging, with most hospitality companies having had to pull back projects due to funding challenges. Technologies that are a priority across the board during this time, are those that are contactless or contact-light to decrease human interaction and to protect both guests and hotel staff. Some of the key solutions that were mentioned include mobile check-in/out, mobile keys, chat bots, mobile guest messaging, mobile food ordering and space scheduling.
“We have been speaking with our technology partners and hoteliers during this challenging time to see how Hapi can support the recovery of the industry and help hospitality companies get more and quicker value out of technology integrations that support a contactless hotel stay. Making guests feel safe is paramount to the recovery of the industry and creating self-service choices for guests will help increase traveler confidence,” said Luis Segredo, CEO of Data Travel, LLC., providers of Hapi.
“There are some great technology providers that empower contactless hotel stays and we have been assisting them to solve the hotel systems / PMS integration hurdle through fast and affordable integration using the Hapi Cloud Data Hub,” Segredo added.
In addition to contactless and self-service technologies, there are several other Covid-19 related issues that hoteliers are looking to solve to ensure safe operations. These include the ability to schedule time slots for the use of public facilities such as a hotel gyms, as well as the ability to allocate guest rooms allowing time in between stays. Hoteliers are also looking for solutions for safe back of house operations including social distancing for staff.
There are many small areas within a hotel where automation can limit touchpoints and innovative technologies can help solve these problems.
“As the world emerges from this difficult and unprecedented time, technology can help build guest and hotel employee confidence to help the industry recover as quickly as possible. Hapi stands ready to support hotel companies and technology providers that are making it happen for those travelers who have their bags packed and their masks on,” concluded Segredo.
A list of contactless technology providers Hapi is supporting today can be found here.