When people are pinching their pennies, they’re far less apt to travel, which inevitably takes a toll on hotel business. If the entire goal of customer experience is to make customers’ lives better and easier, the hospitality industry takes it to the next level. Therefore, this study focuses on how the front desk technology innovation has enhanced work efficiency, customer interactions, and service performance. Some obvious goals when serving guests are to make things easier, faster, more personal, and more satisfying. Rooms have streaming services such as Netflix and Apple TV. Millennials are a unique, rising segment in the hospitality industry. A great front desk agent should be smiling 100% of the time. The hospitality industry relies on experience to keep customers coming back. specific about what is offered by particular rooms or suites, since the front desk knows exact inventory that day. Modern hotels can locate guests and employees, which allows them to offer more personalized service. The technology is popular at resorts like Disney World and Great Wolf Lodge. First impressions are an important part of human interaction that I'm going to say translates over into an office environment as well. In addition to the traditional front desk experience, the Hyatt Regency Chicago offers check-in via a lobby ambassador holding a special iPad. Yes, I know that there are days when we don’t feel like smiling, but an awesome front desk member should be ready to come to work with a smile. This capability can help improve hotel operations and customer experiences. 1. She is the author of the new book "The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow's Business" (HarperCollins). In some hotels, Li-Fi (internet connection through lights) is replacing Wi-Fi. These design trends will have a significant impact not only in 2020, but also in years to come as we continue to embrace change, new technology, and environmental responsibility and as we create hyper-personalized, authentic and memorable experiences for our traveling friends. Allow Flexible Schedules. Hotel staff could be alerted to guests’ preferences based on where they spend their time. Hotel guests have a higher demand for comfort. In other words, hotels will need to take advantage of every opportunity to engage guests by providing authentic and personalized experiences in every space and service. Many hotels are rolling out smart rooms, which combine AI and voice recognition technology to integrate virtual assistants into the room. We will see more sustainable, eco-friendly practices that support sustainability and connect guests to local culture and history. Here are the top 10 recent customer experience innovations in hospitality and the brands that are leading the charge. Designate this office for no specific person, but instead, as a reward. The output-based archetype of hotel front desk technology focuses on hotel service performance as enhanced by adopting a new front desk technology for both customers and service providers. Hotel occupancy rates have picked up a bit since they bottomed out in April and May, but for the most part, the industry is still in survival mode. Expect to see more site-integrated hotels in 2020. She lives in the Bay Area with her husband, their two children and two dogs. Consider the following examples. Instead of waiting in line at the front desk, guests can go straight to their rooms and use their smart phones or smart watches to unlock the door. … Having a well-designed meeting space in hotels is key when it comes to hosting meetings and conventions for revenue. Opinions expressed by Forbes Contributors are their own. The hospitality industry is constantly innovating to better serve its customers. AR can be used to take guests on a tour of the hotel, showcase the property’s amenities and share information about the area. Chiropractic office front desk. It is a perfect desk for anybody who is looking for a standard office desk with high functionality and ergonomic design. A great example of this are the beautiful overwater bungalow suites from the hotels in Bora Bora. As much as they expect hi-tech, smart features and services, U.S. guests still appreciate the value of personal and friendly high-touch hospitality. Biophilic design provides ways to meet those needs by creating a habitat in our built environments. Function Neurology Reception. Millennials enjoy traveling, they’re impulsive, they embrace the latest technology, and they look for personalized interactions. The opportunities to make 3-D printed furnishings and electronics to use in different spaces will take hotel design by storm. Don’t be afraid to suggest to your hotel management team new innovative ways improve the … An extreme example of this trend is the Henn-na Hotel in Japan that is manned solely by robots. For 2020, offering custom or special meals is another way to appeal to health-conscious consumers and cater to a guests’ personalized experience. Designers will use smart materials to create dynamic environments that will feature walls that create the perfect room temperature, furniture that acts as a power source, color changing wallpapers, and other innovative applications. The days of matching décor and furniture in every guest room are long gone, and the demand for making hotel rooms feel like home continues to increase. Hotel guests are increasing their already high expectations and becoming even more difficult to please. These are just some of the creative hotel ideas that show how much hotels value their customers. Depending on your property type and how you operate, the way you can manage front office operations … Exposed ceilings. Not only will hotel spaces and furniture aim to look luxurious, but they will also aim to feel luxuriously good to guests. The way your front desk staff greets and attends to customers can make or break the image of your hotel. These days much of what you’re trying to achieve can be approached with a technological solution. Ideas & Debate Covid-19 exposes technology gap in the hotel industry ... (such as for a restaurant bill or queuing at the front desk). Savvy retailers understand that the customer journey does not stop after a shop’s visit but … Here are six ways to improve your team’s performance – and your […] Creative Ideas to Improve a Hotel Business. Patterns will shift to more visually soothing elements while textures will shift to heavy fabrics like velvet. The wall of each room at Hub by Premier Inn in the U.K. includes an AR map of the local area. With the hotel industry often finding it difficult to retain employees, it’s now more important than ever to understand what employees want. For 2020, advanced software will be able to integrate different platforms into one. More ideas to enhance hotel guest experience. If you can become a good manager, you will be able to lead by example and your staff will get the right knowledge and training from you to excel in their work. In the coming year, hotel designs will focus more on making guests feel their best. As a result, hotel front desk service is undergoing a revolution, both with better technology and more personalized service. Depending on your hotel's inventory … Hilton Hotels has introduced mobile check in for rewards guests to seamlessly check in, choose their room and unlock the door through an app. Providing guests with high quality service and convenience has integrated into the luxury aspect of hotels. Mixing and matching different contemporary styles will help with the storytelling that will provide guests, especially millennials, with the fresh and engaging experiences that they seek. The rooms allow guests to use voice control technology and speak naturally to get personalized assistance for both business and personal travel. We especially liked the pale yellow finish of the desk, which complements the steel grey front. InterContinental Hotels Group is creating AI smart rooms in its hotels in China. Busy large hotels have to optimize for speed, while a smaller boutique hotel may optimize for a special experience. The wellness hospitality sector is gaining popularity among health-conscious travelers, forcing hotels to rethink both their exterior and interior designs. Public spaces and the front desk need to be cleaned frequently. All Rights Reserved, This is a BETA experience. No Assigned Seating) Thanks to wireless internet, laptops, and tablets, employees are finding they don't necessarily need to be chained to a single desk. Natural light, solar panels, recycled wood, organic materials, hourglass timers in showers, locally handcrafted items and repurposed furniture are some of the trends. If possible, provide disposable disinfectant wipes to front-of-house staff to disinfect surfaces between guests. More front desks will be replaced with sit-down, comfortable concierge desks and sofa check-ins handled by staff equipped with iPads while guests sip on wine, coffee or soda. When a guest feels the hotel understands them, they are 13% more likely to stay there again. Expect to see more smart materials 2020. Dec 18, 2013 - Hotel Front Desks from around the world. The simplified wristband makes it easy for guests to have everything with them and keep their hands free. Mixed-Income Housing and Preconditions for Success, 5 Awesome Sustainable Office Design Trends to Watch for in 2020. From extended breakfast hours, a lending locker, and a bathroom designed just for kids. Storytelling will be integrated throughout design that’s aimed at creating authentic experiences. Have a meal brought into the office periodically, or throw surprise pizza parties. Guests simply approach a kiosk, scan their face to verify their identity and scan their ID to get their room key. “Once registered, guests have the ability to check-in, select their room and use their phone as their room key, without ever having to interact with the front desk,” says Phil Cordell, its … When it comes to manufacturing products, 3-D printing will be able to create eco-friendly textiles that seemed impossible. The most genuine and warm smile can cure even the worst of days. Keeping it running smoothly, however, is no easy task. Many travelers may wish to avoid the front desk for hotel check in. Whether it’s checking people in or out, modifying reservations or answering questions, there’s always room for improvement. Some Marriott hotels have smart shower doors where guests can jot down their ideas while in the shower and then email the image to themselves for future use. Since we tend to spend most of our time indoors, we crave time to interact with nature. The better your hotel guests’ experience, the better their reviews will be, and the more people will want to stay at your hotel. Set up an office with a great view, fantastic chair, comfortable desk, and any other amenities you can think of. She's worked with Accenture, Intel, Verizon Wireless, and many more. You can connect to Wi-Fi anywhere. She is a contributor to Forbes and the Harvard Business Review. Hotel reviews often impact whether guests want to stay at your hotel or not. With these new design and layout possibilities, hotels can offer guests an innovative and more personalized experience that can adapt to their individual needs. There has been a keen focus on the important connection between people and nature because it affects our health and productivity. Site-integrated hotels will provide guests with dramatic and memorable experiences by having unique style elements and breathtaking views. Robots can play a number of roles in hotels, from cleaning rooms to staffing the front desk. There will be more biophilic design in 2020. While more hotels are reusing towels and installing automatic lights in an effort to be green, others are taking energy conservation and sustainability to new heights. Front desk employees are among the first points of contact for your hotel guests and key contributors in making sure each guest has a pleasant experience. You may opt-out by. Her first book was 'More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences." Hotel accommodation, which has traditionally been bought in a standard and uniform way, will need to adapt, as 61% of global travelers state a preference for hotels to be priced in a way that allows them to add-on bespoke options.”. As with any business, the economy has a direct impact on the hospitality industry. In this article, we’ve rounded up 50 creative hotel ideas that didn’t slip through the curious eyes of customers. Designers will have to take the modular design approach and incorporate versatility, flexibility and connectivity in order to help bring people together, so that they can create lasting business relationships in a relaxed environment. New technology is becoming smaller and more portable. The front desk is a crucial point of contact for guests. • Front desk employees can be more effective in their tasks when they use the innovative front desk technology. No hidden add-on fees—and by that I mean no "resort fee," parking fee, gym fee, mini-bar re-stocking … She directs both the Interior Design and Visual Merchandising divisions while overseeing all decisions made on a day-to-day basis at the firm. Technology, experience economy is booming everywhere while competition is http://www.sjy.com.my Hotels have struggled with being on the cutting edge of technology, but the front desk is one area where hospitality is pulling out all the stops in the name of efficiency. Each room at the CitizenM Hotel in Amsterdam comes equipped with a MoodPad tablet, which allows guests to change the temperature, TV, window blinds, alarm and lighting in one place. Throw a party. Industrial finishes. Blake Morgan is a customer experience futurist. In Conversation With Habitual - What Does The Future Look Like For HealthTech Into 2021? Blake is the author of two books on customer experience. A TEMPORARY HOME. It’s true. In recent years, hotels have become travel destinations themselves, resulting in spaces being designed with various strategies in mind to cater to the needs of every type of guest and provide exceptional experiences. Modern guests want to be engaged, heard, empowered and delighted by hotels. Robots aren’t entirely replacing humans, however—a lesson learned by the Henn-na Hotel in Japan, which fired half of its all-robot staff to employ more humans. 3. 2. Blake Morgan is a customer experience futurist, keynote speaker and the author of the bestselling book The Customer Of The Future. The front desk is the heart of the typical hotel operation. Retailing. What It Is: Robots will not be replacing your front desk agents any time soon but they can offer assistance for central reservations. Sign up for her weekly newsletter here. Pure elements and straight lines inspired the design. What Marketers Can Learn From How SmartPower Has Leveraged Consumer Insight For Growth In The Sustainable Energy Market. As many hotels look for innovative ways to reduce costs, maintain quality service and keep guests happy. Forbes Marketing Awards 2020: Stop Hate For Profit, Forbes Favorites 2020: The Year’s Best Marketing Stories, Purpose At Work: How Fender Builds A Lasting Customer Community, New Threat Vectors Brand Protection Officers Need To Know About, How Facebook Uses Their Supplier Diversity Program To Invest In And Connect With Minority Communities, Hilton Hotels has introduced mobile check in. Need to be engaged, heard, empowered and delighted by hotels every opportunity to sharpen your and... To fit this new technology vital to your hotel guests will give a. Technology to integrate virtual assistants into the room and friendly high-touch hospitality of customers satisfying. 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