Aug 2, 2023

Smart Technology for Hotel Industry

The tourism industry is one of the main economic pillars of Hong Kong. In 2018, it accounted for approximately 4.5% of the GDP and employed approximately 257,000 people, which represents about 6.6% of the total employment in the city.

By the end of May 2020, Hong Kong had a total of 306 hotels with approximately 84,900 rooms available for tourists. The government has taken several initiatives to promote the development of hotels that can cater to the diverse needs of tourists.

The hotel industry is investing in technology to enhance operational smoothness and convenience, with the goal of attracting more tourists and improving customer satisfaction.

The integration of smart technology can deliver significant benefits to the hotel industry, as outlined below:

1. Online Booking System

Implementing an online booking system can provide customers with a fast and convenient way to reserve hotel services. This system allows customers to use their mobile devices to check the availability and prices of the hotel room and services, such as restaurants, spa treatments, meeting rooms and special activities in real time, and make reservations from anywhere and at any time.

By utilizing an online booking system, the workload of hotel staff can be reduced, and customers can enjoy more efficient and convenient service, ultimately leading to increased customer satisfaction.

2. Smart Self-Check-in

Traditional check-in procedures typically require customers to visit the counter to complete a check-in process that includes filling out a form, providing identification documents, and paying a deposit. However, these procedures can be time-consuming and often result in long queues.

In order to decrease wait times, expedite check-in and check-out procedures, and improve the overall user experience, some hotels have started implementing electronic check-in services. This smart feature allows customers to conduct self-check-in by using the self-check-in kiosk in the hotel lobby.

To use this feature, customers simply need to scan their ID card or passport at the kiosk. Once their information is verified, the terminal will issue an electronic key card and lock code, allowing them access to their room. In addition, the customer's mobile phone will be immediately authorized to operate the smart home.

Through the implementation of smart self-check-in, hotels can reduce counter workload, decrease front desk costs and manpower, and enhance overall operational efficiency.

3. Mobile Ordering System for Restaurants and In-Room-Dining

Many restaurants and bars in the hotel have implemented mobile ordering systems and electronic payments, similar to those commonly used in regular restaurants. Customers who have breakfast included in their room package no longer need paper breakfast coupons. Instead, presenting an electronic coupon is all that is required for them to enjoy their meal.

Customers staying at the hotel no longer need to consult a paper menu and call the service desk to order room service for in-room dining. Instead, they can easily use their mobile devices to scan a QR code to access the menu, place their order, and complete payment electronically.

After the order is placed, the hotel restaurant will receive it immediately, and the kitchen can start preparing and delivering the meal to the guest's room instantly. This process not only increases the likelihood of customers placing orders but also enables the hotel to reduce the manpower required to serve customers.

Time to Consider…

As a hotel management, you may often encounter operational challenges, such as manpower shortages, inconsistent workflow and poor communication. To address these issues, technology may be the solution.