TECHNOLOGY
The lobby at the citizenM LA Downtown hotel .
Mike Rawson , chief information officer , citizenM
an additional layer of security along with the locking system features like user access permissions and audit trails .
In many cases , contactless access can be achieved through simply upgrading existing locks and across lock brands . Hotels will be willing to invest in technological upgrades as long as it guarantees an enhanced guest experience and reduced operating costs .
“ The more independent a guest can be in a hotel room , the higher their satisfaction and loyalty ,” said Sbaihat .
LABOR USE Contactless technology frees up hotel staff so that they can concentrate on other tasks .
At citizenM , contactless technology allows “ staff ambassadors ” to focus more on the guest experience . “ Because they don ’ t need to get bogged down in basic processes like check-in , our ambassadors are free to be just that — ambassadors of the citizenM brand ,” said Rawson .
There are direct cost savings , too . “ By enabling our guests to select opt-in housekeeping as a service via the app , we have created a more personalized experience to our guests while saving time and costs ,” Rawson added .
YOTEL has implemented delivery robots at their hotels in Porto , Geneva and Singapore , which removes the need of hotel staff to deliver basic amenities , such as extra towels or a toothbrush . “ Our hotels have always had a lean operating model and we aren ’ t looking to cut down on labor costs but rather make jobs easier for our crew ,” said Thakkar .
UP NEXT A fully connected and personalized guest experience is the future , said Onity ’ s Sbaihat . “ We are just scratching the surface of what ’ s possible with mobile access ,” he said . “ Imagine a guest entering their room using a mobile key , then a custom welcome message displays on the TV , lamps turn on automatically , drapes open and the thermostat adjusts to the preferred temperature based on the guest profile .”
What , then , does automation mean for the future of the traditional front-desk agent ? The classic hotel lobby never
Onity ’ s mobile access locks are Bluetoothenabled .
represented the optimal use of space , said Rawson . citizenM designs their lobbies to function as living rooms and gathering spaces , with art , designer furniture and F & B options .
While YOTEL does not consider lobbies to be out of style , the company has evolved from a traditional lobby and turned it into what it calls “ Mission Control .” While the lobby will continue to welcome guests as its primary function , YOTEL ’ s have evolved with additions of grab-and-go food stations , co-working spaces and restaurant and bars to create a more open space .
“ We aspire eventually to completely phase out the kiosks once all our guests transition to using the phone checkin / check-out system ,” Thakkar said . “ However , we anticipate that this is still a few years away .”
Fayyad Sbaihat , president , Supra & Onity
86 hotelsmag . com September 2023