gE Blog Series: Hospitality Industry Part 4 - Technology’s Impact on the Hospitality Industry

As global business practices become increasingly digitized, industry sectors are forced to constantly adjust to their transforming infrastructures. This is especially felt within the hospitality industry, where technological mainstays are driving business on both a domestic and an international scale. Technology has allowed for further integration and optimization of industry practices, accelerating overall efficiency. Outreach efforts have also expanded, attracting more consumers to the industry and continually changing their personal engagements with procedures for lodging and travel. Here is a closer look at the various ways technology is shaping the future of hospitality.

Cloud computing is at the forefront for hospitality executives. Carlson Rezidor Hotel Group, one of the world's largest hotel corporations, recently introduced a Consumer Interaction Cloud programmed through inContact, a cloud contact firm. The Consumer Interaction Cloud allows for further effectiveness of customer communications; any question, comment, or request from a consumer anywhere in the world can be immediately routed to the most suitable contact centers and agents required to answer the consumer's need. In addition, cloud systems allow for ease of transactions. Electronic point of scale (EPOS) systems are expedited through virtual channels, ensuring that all bookings and purchases can be customized to the consumer's desires and completed in a manner of minutes. Such systems are now being used to stimulate hospitality e-commerce platforms, which have found success in countries such as Pakistan.

The hospitality industry has also taken advantages of the several benefits offered by the widespread use of mobile platforms. Consumer data is easily obtainable through mobile services, and businesses can integrate this data to great effect, inferring personal preferences and interests through forms and clicks. This makes it easier to automate marketing efforts, as particular emails and advertisements can be used to target specific consumers. In addition, consumer experiences can be personalized for maximum satisfaction. Hospitality businesses are also designing apps for popular download, helping facilitate business processes through small-screen means. Check-ins, purchases, and personal requests can all be completed with just a few clicks, ridding the hassles of standing in line or actively seeking hotel personnel. Living spaces may also be optimized to mobile; some hotels plan on centralizing functions for room security, lights, and temperature all through a common screen.

The digital world allows for increased efficiency in global business, and the hospitality industry has led the way in its use of virtual and mobile services. As technology continues to advance at a frenetic pace, more such breakthroughs will be used to further enhance commerce.