Over the last few years and fuelled by the Covid-19 pandemic, hospitality has gradually introduced more modern technology into its properties. But being a smart hotel is much more than just having high-speed internet and QR code menus on dining tables, it means introducing new ways of working where the consumer needs are front and centre.
Luxuries such as autonomous control of room temperature, shower temperature, curtains, entertainment systems and even the checking-in process have become a natural expectation of the modern traveller, with many hotels in the UAE having implemented some or all of these over the last few years.
Hotelier Middle East spoke to five experts in the industry on how a property can add unexpected elements whether these are technology or human elements to become an even smarter hotel.
Going completely keyless
What used to be seen as a technology that is limited to big players, keyless entry is slowly being implemented in all property levels in the region. From the check-in process at reception to entering the hotel room itself, the less human contact, the better for most guests. Palazzo Versace MD Monther Darwish pioneered the movement at the start of the Covid-19 pandemic and describes it as more sanitary, more secure, and saves on operating costs.
He said: “We made sure the hotel was fully equipped with all the right hygiene requirements. We implemented a contactless check-in and keyless entry. It was important to minimise touching surfaces and staff handing over items. All things that wouldn’t require the guests to feel like we are interfering.”
By using a keycode or an app for keyless entry, guests don’t have to worry about keeping track of one more item to access their room. According to Darwish, the shift to keyless entry reduced material costs and the amount of plastic waste produced by the hotel.
Introducing a digital concierge
The concierge desk is one of the most important areas of any successful hotel. A one-stop shop for all the best to do in any given city; in a region as fast-moving as the Middle East, it’s important to develop a comprehensive and revenue-generating concierge function.
Samir Abi Frem, CEO of digital concierge app Lokalee said: “Guests are always on the hunt for hidden gems and exceptional local experiences are promoting local and authentic experiences curated by local heroes.”
Lokalee’s AI-powered content platform is a white-label app specifically designed for hotels. It features a city’s best, most unique and authentic local experiences, curated by local insiders, and made available to hotel guests at their fingertips.
Delivery anywhere at any time
In a post-pandemic world, where guests have grown accustomed to adopting technology to place their orders from work or at home, being able to provide a solution like that in a hotel could maximise convenience and guest satisfaction.
Khalid Kassim, founder and CEO of Tatbeeqi said to Hotelier: “Whether it’s an extra set of pillows or a range of culinary treats, calling the front desk is an act of the past. We offer a QR-ordering solution with a very precise location service which allows guests to order what they need to a location anywhere across the property.
“Being able to order from a sunbed from the comfort of their sunbed or hotel room, puts your property in a position that maximises guest satisfaction and profitability.”
Tapping into the mobile device obsession
According to icharge Point’s CEO and founder Madina Gedgagova, modern guests have a strong presence of technology in their lives. They have lower patience for services that involve standing in a line or being put on hold and also prefer to interact with as few people as possible.
Gedgagova believes that modern hotels should have charging stations in the reception area to complement mobile check-ins, mobile keys, in-app room service, digital concierges, and loyalty apps, all of which require a powered phone. Guests expect to use their smartphones to be able to pay for their stay.
She said: “Because millennials grew up online, they’re accustomed to providing private details to websites and companies to use certain services.
iCharge point is a portable power bank rental service provided through fully automated IoT machines accessible via mobile app. Hotel guests can rent a power bank, charge on the go, and return to the hotel or any other location in Dubai. We are present in all major tourist destinations.
Killing the traditional office culture
Smart hotels aren’t always about implementing certain technologies just for guests. It is about the way you run your hotel. When staff work in a modern environment, everything becomes more efficient.
This is the reason why Mohammad Alathel of AMSA Hospitality developed a hospitality company where working is not a burden but a challenging and fun daily practice.
For example, the hotelier banned traditional offices with closed doors for a large area with sofas and armchairs, where team members can meet and exchange ideas in a relaxed and stress-free environment. Amsa Hospitality is one of the first companies in the Kingdom to implement fully the hybrid work scheme, allowing people to work from home or come to the office whenever they feel like or need to, in order to meet colleagues or business partners.
Alathel explains that this setting helps people come up with more innovative ideas, and work harder as a team, as interpersonal relationships are based on trust and freedom, not coercion. Ergo contributing to the creation of a smart hotel.
For hotels, technology, convenience and a healthy working environment present an excellent way to have a smart hotel.
Smart hotel measures can also help operational efficiency, added the report.
“The second key driver lies in operational efficiency. Integrating smart technologies, from the simple occupancy detection systems to the more complex smartphones operating the lights and electricity within a room, keyless access and mobile check-in – these measures are proving to offer tangible benefits to the running costs of a hotel.