IoT has a crucial role in bridging the gaps between customer expectations and the service capabilities of hotels.
FREMONT, CA: Smart technology and devices are the current trends. As per the Statista report, 42.62 billion IoT-powered devices will be connected to the internet by 2022. IoT has already entered our everyday lives with a range of applications such as security systems, centralized air-conditioning systems, speaker systems, and much more. Incidentally, IoT use cases go beyond household applications and are finding a place even in commercial applications. Thus it doesn’t come as a surprise if IoT-led devices are working toward a comfortable and customized stay in hotels.
IoT has a crucial role in bridging the gaps between customer expectations and the service capabilities of the hotel. The technology allows the managers and employees to understand customer patterns and behaviors better. However, to wholly impact the overall customer experience, several aspects of the customer service approach requires a technological push. So where does IoT fits in the hospitality industry? Let’s find the possibilities:
• Automatic Notifications
As the guests enter the hotel premises, they will receive notifications regarding various events, incentives, alerts regarding free services, and upgrades.
• Virtual Assistants
IoT also acts as an assistant guiding the visitors with immediate information and assisting them in contacting with the hotel staffs directly.
• Personalized Experience
Each time the guest enters his room, the previously-saved preference such as opening the curtains or temperature control, music, and other such effects are restored, thereby welcoming the guest with a personalized experience.
IoT-led innovations will enhance the customer experience, thereby providing them with a significant competitive edge. Quick and hi-tech services will follow IoT transition that will make the hotel and its services modern and in-demand.
• Offsets Hotel Expenditure
IoT devices help the hoteliers with significant cost-cutting as these devices operate on specific requirements such as the room resources automatically turn off as the guest steps outside. Further, it saves the hoteliers in terms of staff requirements as the digital devices are adept at performing a range of activities that were earlier tended by the staffs.
• Service Analysis
IoT provides with a clear picture projecting the service areas that require improvement. It provides the managers with significant insights over the most-used services and the customer expectation from these services. The insights promote standardization of the services, which in turn imparts value to the business.