Cris Davidson
VP Key Accounts at Vingcard
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Where Technology Fits into Addressing Hospitality’s Latest Challenges and Trends
2024-08-29
5 min read
When looking back over hospitality’s more recent history, it’s easy to find examples of our industry’s resiliency and the ability to adapt to change- from overcoming global pandemics to finding ways to address evolving standards for faster, more convenient and personalized guest service. Often spurring these successes are creative innovators and their advanced technologies designed to aid hoteliers in overcoming obstacles standing in the way of any goal.
With industry conditions and guest expectations evolving faster than ever, the need to rely on newer, more robust technologies has only increased as a way to beat out the competition in navigating the latest issues and trends. On virtually every front of modern hotel operations, technology’s influence continues to hold a major impact as businesses increasingly turn to the benefits of solutions such as cloud technology and AI to lead them towards a brighter future.
Finding the Right Balance of Guest Convenience & Hotel Security
Often overlooked but nonetheless a crucial element for maintaining guest satisfaction is ensuring a safe hotel environment where visitors can feel at ease. Yet while properties must strive for maximum guest and staff security, they also need to be mindful of inadvertently introducing inefficiencies that reduce guest convenience. Modern hotel security access technologies such as door locks and access management systems must therefore be able to fully address both needs, especially as research continues to point to guests desiring faster service and a more frictionless stay.
One example where industry innovators have successfully enhanced security and guest experience quality is with credentials for room keys. MIFARE Ultralight AES from NXP Semiconductors currently represents several of the industry’s latest advances, with key features such as 128-bit key length authentication and secure messaging communication that prevents data theft while being transmitted using radio frequency. With sophisticated security threats becoming more common, including man-in-the-middle and replay attacks, Ultralight AES’ use of a cipher-based message authentication code (CMAC) that’s attached to both commands and responses further prevents sensitive information from being stolen.
At the same time, MIFARE Ultralight AES offers the enhanced flexibility properties need to ensure that enhanced security also leads to higher convenience, service quality and personalization. The technology isn’t just restricted to keycard formats and can instead be used with wristbands, key fobs, badges and stickers to name a few examples. It can even be integrated to allow guests to use their key credentials as a form of onsite payment. For hotels and resorts featuring a large onsite area and multiple amenities or attractions, the ability to offer credentials featuring advanced security and functionality can be game-changing for guests seeking out superior service quality and peace of mind.
Guest demands for enhanced security and convenience to seamlessly coexist are also behind the rise in popularity for digital check-in and room key platforms, with 60 percent of guests now stating a greater likelihood of booking with a property that offers the functionality. As guest standards over what counts as fast and seamless service continue to evolve, so have more advanced mobile key solutions which now feature digital wallet compatibility as an effective way to stay a step ahead. With the leading platforms able to function with both Apple and Android devices, virtually any guest can now conveniently store and retrieve their electronic room key within their wallet alongside other digitalized items such as credit cards, plane tickets and bus passes.
Digital wallet compatible mobile keys continue to demonstrate enhanced value for guests because the technology allows them to bypass having to download and navigate around another unfamiliar mobile app before being able to receive their room key. Better still, the technology can still work and grant room entry even when a guest’s device battery has been dead for several hours. In the battle to win over the loyalty of guests who desire faster results and less hassle, mobile keys with digital wallet functionality is proving the be the service today’s hoteliers need to gain an edge.
Spurring Hotels Towards Service Digitalization Through the Cloud and AI
With the world becoming more interconnected, hotels have certainly not been left behind as operations increasingly rely on cloud-based software and services to better address daily guest and business needs. Such technologies play a significant role in the industry’s shift towards digitalized business strategies as they are often what enables the enhanced efficiency and superior service quality that modern properties seek.
As one of the first hotel systems that guests encounter, access management software that’s cloud-based provides an ideal example of how the technology can streamline operations and improve services. By allowing secure access to a centralized interface from virtually any internet-connected device, a cloud-enabled solution can be managed from anywhere, untethering staff from a stationary desk terminal so they can handle other tasks. Cloud-based software also can also benefit from being able to receive regular and automatic updates. For an access management system, this crucially means that potential security vulnerabilities that are later discovered can be quickly addressed with a software patch and without a costly overhaul of hotel operations.
Joining cloud-based technology in further digitalizing the hospitality industry has been the rapid rise of AI. No longer the novelty solutions once viewed as more of a gimmick, today’s advanced AI platforms are being leveraged to make informed decisions faster and with far superior results for hotels and guests alike.
On the guest-facing side, artificial intelligence is already turning heads through its ability to offer instantly personalized service. From mobile app chatbots to concierges, today’s AI with its natural communication abilities can now provide precise responses to property-related questions and can automatically forward requests to the appropriate department for a swift response. With its machine learning abilities combined with mass data, AI is also finally providing an effective solution to guests demanding both personalized and swift service. In mere seconds, AI can identify an arriving guest’s unique preferences based on purchase history, travel party size, income level and more- allowing hotel staff to craft and suggest the ideal stay experience before a guest has even finished walking up to the front desk.
AI’s impact on the hospitality industry also extends to optimizing marketing and pricing operations, with access to real-time market and demographical data ensuring that strategies are always informed and based on accurate data. Solutions even exist that can automatically track and manage inventory, preventing supplies from ever running too low and risking reputations, while also eliminating the risk of draining revenues from over-purchasing. With these advantages and more that keep being discovered,
Embracing Hospitality’s Tech-driven Future
Whether it’s through advanced room key credentials that enhance security and convenience, or cloud-based and AI-powered software that improves service personalization and efficiency, technology is increasingly transforming the way hotels operate and interact with their guests. Staying ahead of these technological trends will be crucial for hotels looking to meet the expectations of today’s tech-savvy travelers. By embracing such advancements, hoteliers can not only improve efficiencies but can also provide guests with a more personalized, secure, and enjoyable experience, ultimately creating stronger loyalty and boosting long-term business success.
The ultimate Buyer's Guide to
Keyless Entry and Digital Check-In
A Mobile Key is a digitally encrypted “key” that resides on a mobile device, smartphone, tablet or wearable, allowing the authorized user to gain access to secured doors or other physical or digital access points within a property.
In this buyer’s guide, you will learn about the advancement of mobile technology and how successful application of digital keys within the hospitality industry has led to a rapidly growing trend toward Keyless Entry.
What's inside:
- Cutting edge trends
- Business impact
- Top rated providers & side-by-side comparisons
- Top questions smart buyers ask vendors
- Key integrations to drive efficiency
- Pricing models and budget insights
- Implementation process and timeline
- Success stories, use cases and articles
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