It’s no secret that the COVID-19 pandemic has forced many changes across the hospitality sector, eliminating numerous time-honored traditions, and as such, the experience of visiting a hotel greatly differs from just a year ago. Customary practices like standing in line to check-in at the front desk or even dining in hotel restaurants have changed due to social distancing regulations, and now hotel organizations, big and small, are adjusting accordingly with new tools and processes to match the new normal.
Even before COVID-19, the travel and hospitality industry were on the cusp of transformation. Organizations were beginning to test smart technology to help improve the travel experience. But COVID-19 restrictions have unleashed the need for vast changes that includes automating such hotel processes as check-in, dining, guest amenities, cleaning – and even how hotels are marketing to guests.
The new world of “no touch” and seamless check-in is not a natural fit for hotels in an industry that has always taken great pride in the ability to offer unmatchable customer service – usually face to face. COVID-19 has changed that and in order to adequately respond to guests’ needs, many hotel organizations have developed all-inclusive smartphone apps. These apps are the new gateway to a virtual front desk or concierge, allowing the guest to check in with their smartphones and utilize the device as a room key as well – without having to interact with a single human.
In addition to smartphone apps, hotels are now utilizing voice assistants such as Amazon’s Alexa and Google Assistant to help guests operate features in their hotel rooms like controlling the lights, the curtains and operating the television. Last summer, Google Assistant unveiled a hospitality application for Google Nest Hub, and rolled it out in high-end hotels like the Gansevoort in New York City, and the Fairmont Scottsdale Princess in Arizona.