How hotels are using technology to boost traveller confidence during COVID times

As the hospitality industry fights for survival after suffering huge losses due to COVID-19 last year, hotels are incorporating a combination of cutting-edge technologies to improve customer confidence, and mitigate losses incurred during the pandemic.
A study published in November by researchers at Stanford University and Northwestern University, US, stated that reopening of restaurants, gyms and hotels carries the highest risk of further spreading COVID-19.
While people who wish to visit hotels and restaurants are concerned about catching the virus, the hospitality industry is infusing new technologies into its operations to safeguard both guests and employees.
Technology features originally intended as novelties are becoming necessities during times when some people are wary of even stepping outside their homes.
According to the authors of a research article published in the journal Information Technology & Tourism, the pandemic will eventually come to an end, but the hospitality industry will never return to the “old normal”.
“Traditionally, many luxury hotels emphasise person-to-person contact at every point in the guest journey. However, after COVID-19, all of these methods and procedures may have to change,” the authors noted. Hotel guests, they said, expect much higher standards of hygiene, and show a significantly greater appreciation for contactless services.
“During such a period of uncertainty, hoteliers have a rare opportunity to invest in technology and process improvements to gain competitive advantage in the long run,” said the authors.
Due to the pandemic, India’s hospitality and tourism sector suffered three quarters of economic wipe out estimated to be up to 15 lakh crore. According to Vibhas Prasad, Director Leisure Hotels Group, COVID-19 has affected most sectors across the globe, and the hospitality industry is among the hardest hit.
However, Prasad noted that the players are optimistic to regain the lost vibrancy in the latter half of 2021 and are banking on efforts to improve customer confidence and ‘revenge travel’ as the pandemic is controlled.
“Leisure business is now returning to normalcy and is further expected to increase post-vaccination,” Prasad told PTI. He said in addition to putting in place exhaustive sanitisation & hygiene protocols for the guests to feel safe & comfortable, the hotels associated with his group have tweaked the regular processes and activities to ensure that least human contact is required.
Prasad said while digital check-in & check-out is already a new normal, the company has also introduced technologies such as e-newspapers or magazines for the visitors.
“Contactless payments and contact light dining offer additional convenience and confidence to our guests so that they can travel hassle-free,” he added. According to the ‘Rethink Travel Global Survey’ conducted by Spanish IT provider, Amadeus, technology plays a crucial role in supporting recovery. (PTI)