“Hospitality technology vendors and users must learn to be agile and adapt to change - or suffer a loss of leadership or even relevance.”
— Dave Berkus, author and investor
Hotels, resorts and restaurants can use a myriad of digital technologies to create emotional and memorable customer experiences that go far beyond just sleep, food and relaxation. Hospitality companies are using the customer’s data in four key areas: personalization, communication, service automation and marketing.
Using AI, resorts can look at a guest’s website searches to recommend specific amenities and packages; restaurants might offer a favorite glass of wine when a repeat patron enters the premises, and hotels might use facial recognition for quick check-in and room entry. They can provide apps, tech lounges, location-based services and mobile hubs so guests can communicate with one another and the outside world. Hotel rooms maintain guests’ preferred temperature throughout their stay, chatbots take menu orders and guests use tech-loaded wearables and RFID tags for instant payment, keyless entry and child tracking. And targeted ads reach the right customers at the right time.
Finding the perfect place to stay is tricky – OZ’s expertise in advanced analytics makes the selection easier.
OZ develops online Web and Mobile apps to eliminate painfully long booking calls and can include price alerts and suggestions for personalized packages. VR and augmented reality (AR) allow guests to experience amenities and excursions prior to booking.
In every hotel, resort, casino and restaurant, arrival is one of the most exciting parts of the guest journey. Initial interactions and experiences can set the stage for the entire vacation. OZ utilizes facial recognition, RPA and IoT devices that allow employees to greet guests with a personalized onboarding process.
Digital technologies enable the “cherry on top” effect that separates good hospitality companies from great ones.
High occupancy and table turnover rates are no longer the only benchmarks for success in the hospitality industry. Today, customer experience (CX) is the ultimate differentiator.
Jorge brings more than 20 years of experience in strategic design, development, and support of enterprise and consumer systems in the travel industry. He oversees several teams that focus on the digital transformation of guest and employee experience.
Jorge takes a hands-on approach to product development and project consultancy, working collaboratively with business and technical leaders to create solutions that deliver the best results and greatest value.
- Source: Gartner 2019
Companies in the Travel & Hospitality Industry must usually over-book employees to ensure the full staff is present when needed. Particularly in cruising, this becomes a very expensive proposition, since employees must be flown to different ports, booked into hotels, and transported to the ship on time. No shows are not uncommon, creating an administrative nightmare at critical times. By using location services, apps can assist vendors, airport greeters, and employees get to the right place connecting the greeters with employees and vendors while en-route. Additionally the company could predict whether or not an employee or vendor will be arriving by knowing where they are, and would be able to make other arrangements ahead of time.
Employees often perform repetitive tasks and routine work. Pre-check routines are an essential part of the daily workflow and must never be overlooked. It is critical employees can perform their routine work as efficiently as possible. Advancements in digital technologies, such as Robotic Process Automation, streamline tasks and routines, allowing employees to spend more time catering to guests. Ultimately, the goal is creating a stronger employee and guest experience.
Guest-employee interactions are inflection points in both the Guest and Employee Journey. It is critical that companies adopt innovative tools and technologies to provide seamless interactions. Facial recognition, voice technologies, Robotic Process Automation, and IoT devices are allowing employees to greet guests with personalization and optimize the entire welcoming process. Making employees' jobs easier, more meaningful, and creating more delightful experiences for all bring guests' interactions to a new experience level.
Location-based tracking tools are essential for employees and the business to operate as logistically efficient as possible. In every instance, time is tremendously valuable and something employees can't get back. The goal is to maximize every second of the workday and cover as much ground as possible. Digital technologies such as Intelligent navigation and IoT assist in guilding the employees through properties/ships and optimizing their workflow/tasks.
The safety and well-being of employees is a top priority alongside guest safety in the Travel & Hospital Training. Digital Advancements are optimizing the training process and making it more impactful. Through technologies like VR/AR, employees have a better understanding of safety scenarios and how to handle them.
It is critical to optimize the crew rotation process. Often, Crews get burnt out, the business operates inefficiently, and worst of all, guest experience is negatively affected. Smart technologies such as AI and Data Analytics will help organizations predict and optimize crew workflows. Additionally, mobile technologies and digital platforms allow features (ex: scheduler, reminders, etc.) to keep the crew engaged, efficient and overall provide a better employee experience.
The safety of employees must never be overlooked. properties/ships are massive and technologies such as IoT and Intelligent Navigation reduce the risk of accidents or scenarios of a missing person. While at work, all employees can be accounted for and preventive measures can be made to enforce employee safety to the highest measure.
Collaboration and unification are two significant drivers in every business. It's necessary to have a unified platform for employees to collaborate and access all company resources. The goal is the same; having an efficiency and instant-easy access.
Keep your employees going and excited for more! Motivation is one of the biggest factors in employee retention, satisfaction, and experience. Companies can look to adopt easy-to-use digital platforms with internal loyalty and employee rewards programs. A network where employees can recognize one another and receive points leading to the redemption of an award or prize. This is an easy way to make employees feel rewarded, purposeful and boost motivation. Employees want to work for Digital Revolutionaries, not Digital Laggards. By equipping employees with modern tools (digital) and training, you can ensure they are working efficiently, driving results for the business, while maintaining a positive Employee Experience!
As today's workforce continues to switch jobs frequently, routine activities such as performance reviews play an integral part in overall Employee Experience and reducing turnover. Performance reviews provide a means of assessment, recognition, and feedback to both employer and employee. However, only 30% of employees believe their company does a good job with the performance review process. Conventional performance reviews are a thing of the past and more innovative and user-friendly solutions must be adopted, especially in the Hospitality Industry where there are thousands of employees. It is critical the Voice of the Employee (VoE) is heard, performance reviews are the best opportunity to do so. Through the transparency in digital analytics, you will gain accurate employee data and feedback, allowing you to make impactful business decisions and provide better experiences for employees and guests.
OZ is a leading global consulting company whose services and solutions enhance Customer Experience through digital innovation.