SUPPLY CHAIN ISSUES HAVE LED TO LONG LEAD TIMES AND DELAYS ON PARTS AND RESOURCES .
– JASON DOEBRICH
volume and mobile key and text communication allows them to drastically reduce peak check-in times and corresponding volume .
“ When guests do arrive and decide to check in at the desk , our teams are fresher and more engaging with our guests than had they just managed a long queue of guests ,” Spangler adds .
Besides the labor costs , a mobile key solution has also helped reduce other hard costs , like key cards . Spangler says integrating more contactless tech into Charlestowne hotels has resulted in an uptick in guest satisfaction and increased employee happiness . “ When we evaluate the contactless technology , the ROI is analyzed from the guest perspective — are guests engaged and loyal , are guest scores up , is staff happier ? Those are the items we quantity versus the costs of tech implementation .”
REMAINING CHALLENGES For smaller and independent hotel brands like Alma Resort , it has been challenging to encourage guests to switch to the apps and use its features as many of them are still not used to the technology .
“ Our staff have spent a lot of time urging guests to download the app and helping to ensure that guests have downloaded it correctly ,” Laubichler-Pichler says .
With reduced travel and onsite presence due to lockdowns and travel restrictions , it has been difficult during the pandemic to implement all the emerging components of guests demands , says Virgin Hotels Vice President of Technology Jason Doebrich . At the same time , due to labor constraints and turnover , training on the new technologies and procedures has also been difficult . “ Supply chain issues have led to long lead times and delays on parts and resources ,” Doebrich adds .
NO MORE FRONT DESK ? Despite the proliferation of technology , hoteliers feel the hotel lobby can never be rendered redundant . Guests will still need and prefer access to a human and not a robot or an app to ask questions . Hotel apps can be cost-effective and convenient for travelers , but many guests will still want to sit in a restaurant and consult the waiter for the best available options before ordering a dish off the menu .
A warm greeting and a smile on arrival to a hotel are hallmarks of good old-fashioned hospitality , Laubichler-Pichler says . “ I think that the personal touch will further distinguish the high-end hotels from the budget ones in future .”
Hotel lobbies still serve their purpose for guests who want a personal , high-touch experience . Irrespective of guests seeking a physical presence or a virtual one , Aston-Aqua ’ s front desk teams assist guests with their needs , DeMello says . “ The recently renovated lobby and refreshed arrival experience at our luxury condominium property , Aston Waikiki Beach Tower , provides guests with an enjoyable in-person check-in and check-out process . We installed two-sit down front desks and welcome guests with a sustainable strand shell lei , in addition to a cold Oshibori towel and glass of fresh juice .”
Terming the apps as “ extra tools ” provided to team members and guests , Doebrich says the front desk is still widely used by many guests as the technologies are still in their formative years .
Technology is merely an enabler for creating a greater experience at citizenM hotels , Overbeek says . While the pandemic accelerated the digital innovations , it has also made the hotel industry aware of how much they need human touch . While citizenM guests have been checking in through check-in kiosks from the very first day , there is always an “ citizenM ambassador ” to welcome and help where needed , he explains . “ This will never change as it is key to our brand experience . We do study how we will further optimize the check-in experience through our app , but the welcoming smile will always be there .”
June 2022 hotelsmag . com 87