We all know that technology enhances operational efficiency and reduces business costs[1]. Not only that, but it also improves customer satisfaction and growth in revenue. Hence, technology integration is a win-win for any industry, especially tourism and hospitality.
From mobile check-ins to voice-activated in-room devices, technology’s influence is growing and hospitality companies are benefiting from it tremendously.
Consider this as an example; virtual reality has changed the way people book hotels[2]. As a manager, you can offer VR tours of the hotel rooms, spa, tennis court and other amenities for the guest to experience without having to be there in person[3].
This helps individuals and businesses to book hotel rooms with greater ease, having a fair idea of what to expect from the facility.
Another technology trend called the Internet of things[4] has influenced the industry considerably. It is a concept where everyday appliances such as a thermostat or coffee maker are connected to the internet.
Hospitality managers use it to set the guest’s room temperature based on the outside environment or schedule the coffee maker to turn it on at a specified time. It not only saves power but also significantly improves customer satisfaction while mitigating the chances of human error.[5]
Communication systems such as management software allow hospitality managers to update critical information instantly. Hotel chains which offer online booking options also inform their customers about changes in plans or information about the weather etc.
Augmented reality technology has created shock waves in tourism management[6]. You can now be an off-site tour guide and attend to the tourist via apps. This technology is perfect for social distancing as well, considering the current global challenges.
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Tourism and hospitality managers offer a personalised experience to their customers using stored data. For example, if a person has travelled with you before or stayed in your hotel, then you can use the information from their survey to remember their preferences and cater to them during their next visit.
Restaurants brilliantly use this technology to remember allergies and favourite drinks. While we are on the topic of technology’s influence, let’s not forget the new challenges it comes with. With new technology making its way into management systems, you need cyber-security to protect your business from malware.
Customers are not likely to receive denial-of-request pop-ups when they go to order food or if their smart devices don’t follow commands. It will also be counterproductive to your bottom line.
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Conclusion
Although technology has reduced labour costs for the tourism and hospitality businesses, it has increased the cost of IT services[7]. But if it increases the revenue as well, then that’s an investment worth making.
The introduction of technology in this industry has also opened up many subspecialties such as tourism data analysts, remote tour guides etc. You can enhance your career in this industry by acquiring a Masters in Tourism and Hospitality Management. SNATIKA offers an advanced immersive syllabus in tourism and hospitality management to senior professionals like you. You might avail our prestigious program to boost your career in the industry. Check out the program.