IoT in hospitality is not seen just as a supporting technology any more. It is becoming mainstream in enhancing hotel businesses by inculcating safety and improving overall business operations.
Major pillars for any hospitality business are customer experience, operational efficiency, and health and safety. Health and safety is emerging as the #1 trend as people adjust to life with the Coronavirus and hotels consider health of their customers the utmost priority. During this pandemic, hotels have started to reimagine the processes and are adopting new technologies to provide a safer environment to their guests.
Some of the IoT and analytics-based safety initiatives include
- Health declaration
- Online/kiosk based check-ins
- Hotel app/ band based social distancing
- Staff and customer thermal scanning
- Occupancy-based sanitization scheduling
- Occupancy-based traffic control in common areas and hotel restaurant
- Reporting/incident management
- Touchless payments
The IoT advantage in the hospitality industry
Apart from health and safety, IoT is also changing the way products and services deliver value and redefining the guest experience by providing self-check-ins, personalized recommendations, and solving real-time queries in no time.
IoT is enabling reduction in operational expenses and improvement in staff efficiency by providing smarter facilities, which includes smart bin monitoring, smart parking, and smart restrooms and utilities management. It even enables tracking of worker staff efficiency.
Integrated energy management, which includes smart lighting, intelligent HVAC controls, and smart equipment with health monitoring and predictive maintenance capabilities along with usage analytics and insights, helps tackle the issue of huge energy consumption.
Reimagining customer experience with IoT
Besides providing customer experience through faster reservations, and quicker check-in-check-outs, personalized services and better room experience are equally important.
Customer experience is being enhanced through IoT by enabling multiple use cases such as
- Pre check-in: Provide facial ID, upload soft copy of documents, confirm details, or contactless kiosks for self-check-in by eliminating queues
- Way finding: Using mobile app, navigate the way around the hotel
- Room service enhancements: Knowing the guest’s likes, the room service could suggest and serve his/her favourite meals
- Voice and chat bot enabled reservations for restaurants, spa, etc.
- VR-based virtual tours of amenities and nearby properties
- Proactive maintenance of room equipment and systems
- On demand housekeeping services