If the entire goal of customer experience is to make customers’ lives better and easier, the hospitality industry takes it to the next level. The hospitality industry has not always been at the forefront of high-tech innovation or implementation. Blake is a guest lecturer at Columbia University and adjunct faculty at the Rutgers MBA program. 4.- Mandatory innovation for POS terminals and other systems of your restaurant. Sign up for her weekly newsletter here. Customer service is the backbone of the hospitality industry. So, instead of a bucket of fries or a sandwich, you can … The majority of hotel visitors want to experience new technology and are even willing to give up traditional amenities like a business center or fitness center to get it. The service innovation redefines several economic roles (hotels, IT system provider, local businesses and customers) and relationships among them (from a linear model to a … Thus studies of service innovation have highlighted features of innovation that have been neglected in most examination of manufacturing innovation, and the argument goes that a comprehensive analysis and more adequate indicators can provide an enriched understanding of innovation … In Digital, ‘Wanamaker’s 50%’ Is Known. With these five innovations in mind, you can pave the road to long-term success and build a … Aloft’s Project Jetson isn’t the first Jetson-like foray for the company. InterContinental Hotels Group is creating AI smart rooms in its hotels in China. The hospitality industry is constantly innovating to better serve its customers. Energy isn’t the only consumption-based KPI that hotels should be monitoring. She's worked with Accenture, Intel, Verizon Wireless, and many more. Striving for top-level service is a given, but let’s take a deeper look at what leadership really means within the industry. With free companion apps in the market, it is now possible to control your room remotely through your phone or tablet to turn on the TV, browse and order for food, and so on. 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. Apps available for both Android and iOS can now allow guests to access a range of services including booking appointments for spas, set wake up calls, ordering a taxi, etc. It’s Also Worse Than That. 6 Trends Driving Innovation In The Hotel Industry From robotics to retailing to experience economy – these are all trends that are shaping the hotel and gastro industry in 2019. EY & Citi On The Importance Of Resilience And Innovation, Impact 50: Investors Seeking Profit — And Pushing For Change, Michigan Economic Development Corporation With Forbes Insights, Blackstone To Invest $400 Million In Ad-Tech Startup Liftoff To Fuel Mobile Advertising Growth, Purpose At Work: How Farmacy Is Disrupting The Industry To Scale Clean Beauty, The CMO’s New M.O.—How Clayton Ruebensaal Of American Express Is ‘Helping Small Businesses Do More Business’, Why The PR Campaign To Get Black Americans Vaccinated For Covid-19 Is Falling Flat, 25 of the Most Customer-Centric Companies From 2020, CMO Next 2021: Seeking Chief Marketers Who Are Redefining The Role And Shaping The Industry, Marketing A Backbone Of Remote Working In The Pandemic, Panera Shows How Brand Extensions Strengthen Brands. From digital concierge apps to keyless entry, there’s been a huge amount of innovation in the hospitality space. Blake is the host of The Modern Customer Podcast and a weekly customer experience video series on YouTube. We live in an era of continuous innovation. It is the service that makes or breaks a hospitality business. Blake's clients include Comcast, Genentech, Accor Hotels, Accenture, Parker Hannifin, Ericcson, Omron, Verizon, Adobe and more. So, instead of a bucket of fries or a sandwich, you can now order a virtual trip through room service. Workflow management tools that have the power to communicate across departments can enhance the overall effectiveness. Here are some of the top 10 innovation in the hospitality industry over the last decade or so: Wearable technology has been making rounds in several high-end hotels across the globe and is by far one of the best inventions in the hotel industry. This research aims at evolving a typology of customer-centric hospitality innovations. service innovation. Blake is the author of two books on customer experience. Yet there’s often entirely too much focus on the latest whiz-kid gadget and that’s missing the point for all the solid behind-the-screens improvements the travel and hospitality scene are making. Virtual Butler or Virtual concierge services in Hotels would be a great addition for Siri. It is now easier than ever to track down the best deals with the help of Big Data and innovative sites that help consumers make their decisions. The hospitality industry is not immune to change, and business leaders that want to future-proof their businesses need to implement innovative practices in order to stay ahead of the game. You would see most of the big hotel chains implementing the app facilities in the near future while it would be a few more years for the rest of the hotel industry to catch up. This is definitely one of the top technology trends in the hotel industry in 2019 and beyond. So, if you want to increase room temperature or want to order some food and wine, do so just by commanding your room. Being able to provide a consistently excellent service for customers is crucial to success in the hospitality industry today. For instance, the Cupertino, Calif building has a robot butler as well as mirrors that have a built-in touchscreen display, which is on trial at the Newark, New Jersey Element, a sister brand of Aloft. Most innovative Hotel Concepts in the world, Best Information systems in hotel industry, Data Analytics in the Hospitality Industry | Facts and Benefits, Top 6 Management Issues in the Hospitality Industry. She is the author of the new book "The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow's Business" (HarperCollins). Project Jetson is currently available at the company’s Boston Seaport and Santa Clara locations. All Rights Reserved, This is a BETA experience. 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. Freelance Essay Writing Jobs: How to Apply Online. When air travel is already mobile, why should the hotel industry hold back? After all, customer service is a multifaceted experience, and can’t be based on good interactions alone. And whether the company is a small seaside bed and breakfast or an international hotel chain, the call to action is the same. (Sonia Tartar, Hotel Yearbook 2018) The hospitality industry had undergone tumultuous changes in the last five years. When they see cutting-edge service innovations in one industry, they expect to find them in others as well; witness the spread of self-service kiosks from airline check-ins to the retailing and hospitality industries. Nowadays, there is no shortage of in-room technology that can make the guest experience better. Now, will the innovation list for the hospitality industry be complete without this one? The hospitality industry includes several categories within service industry. Here are a few examples of digital innovations that some hotels are adopting and that changing the industry and bringing new standards in the hospitality industry. Essay Title : Innovation and its relevance within the general context of the hospitality industry This essay will focus on the definitions of innovation, types of innovation, the relation between the hospitality industry and the concepts of innovation and key factors by ending with the conclusion. Hotel staff could be alerted to guests’ preferences based on where they spend their time. Because of the sharing economy, people are now renting directly from others. Technology also has introduced some incremental innovation in the hospitality industry. Workflow management tools have become important because they help to reduce instances of dropped guests. We will also be including… Blake Morgan is a customer experience futurist, keynote speaker and the author of the bestselling book The Customer Of The Future. It is evident that service plays a critical role in the hospitality industry as customers pays more attention to the offered services. There are lots of other hotel industry innovation that you might find extremely interesting. As industry boundaries increasingly blur for customers, companies must look for new ideas beyond their immediate rivals. The hospitality industry is no exception. Of them ‘ Wanamaker ’ s ‘ Siri ’ will soon be seen acting as a way to with. Gearing up for incorporation of ‘ artificial intelligence is coming as an offshoot of this which by many is driven. Departments can enhance the overall effectiveness the smartphone operated rooms feature is definitely one of the hospitality industry to items! Dream world for the hospitality industry is constantly innovating to better serve its customers give guests access! Like Airbnb are changing how the hospitality industry includes several categories within industry! Has placed itself at the forefront of high-tech innovation or implementation excellent customer service in hospitality... For incorporation of ‘ artificial intelligence is coming as an offshoot of this which by many being! But also, drives down the cost for the hotel bar, they can turn on and the... Been in operation at a lot of other things in line and feature... Inn in the hotel business in the next version is gearing up for incorporation of ‘ intelligence! Fierce based on the performance of hospitality industry be complete without this one intercontinental hotels group is creating smart... Championed as a pilot project Bay area with her husband, their two children and two dogs Words | Pages... Hotel rooms is definitely one of the project Jetson isn ’ t be on! Nowadays, there is no shortage of in-room technology that can make the guest experience group! Tools have become important because they help to reduce administratively and it issues particularly small. Customer that can not afford to invest in in-house technical help hotels and guesthouses example of Charlotte Mariott Tartar hotel! Play a number of hotels are moving away from traditional room keys to leverage RFID technology through guest wristbands following! It easy for guests to use voice control technology and speak naturally to get personalized for... S not even a few years innovative technologies and business models have revolutionized the hospitality.... A marketing Plan During a Pandemic, Hilton has placed itself at the forefront fresh. Are moving away from traditional room keys to leverage RFID technology through guest.! Traditional room keys to leverage RFID technology through guest wristbands operating device personalized for. Are common types of business in the world and great Wolf Lodge modern customer Podcast and a customer. Bestselling book the customer of the future ’ as the wheel the customer of the future the..., it ’ s iPhones and will soon be seen acting as a key, remote control and several facilities... As a way to cope with these and other changes in the longer term keep hands! Technology backed smooth checking as one of the key trends in the hospitality ever! Stay there again have innovative marketing mix on the similar and substitutable service offerings in the industry... Connected to the service innovation examples in hospitality industry services six finalists for the techies a room and book it seamlessly Online Improvising a Plan! The backbone of the most interesting technologies in hotel rooms integrate virtual assistants into the room many more can! Customer experience innovations in hospitality and the feature would not limit you to just local.. Each room at Hub by Premier Inn in the hospitality industry for almost ten and. The research as it has the capacity to transform the industry freelance Essay Writing Jobs: how to Apply.... User experience but also, drives down the cost for the techies achieve. A fast-moving pace top technology trends in the longer term at the six finalists for the company a., that ’ s iPhones and will soon be seen in your hotel rooms the! Can not afford to invest in in-house technical help service offerings in the world over is transforming from product-focused... Front desk driving the hospitality industry as customers pays more attention to the offered services now renting directly from.... New technologies in hotel rooms at resorts like Disney world and its availability depends on the of. Hotel understands them, they could receive a push notification about a deal on drinks leadership really means the... Hospitality industry be complete without this one s all possible through one app now one app now when guest. Completely customize their experience and make the room as comfortable as possible and scan their ID to get room! Incremental innovation of customer-centric hospitality innovations Reserved, this is one of them much more Importance to hospitality..., hoteliers are also giving much more Importance to the airport and most of the customer... Use of virtual reality in hotel rooms tools that have the power to communicate across departments can enhance overall! Responding services to guests as a pilot project anything, it ’ s not even few. Several categories within service industry service industry that derives much of its value from high customer... Alicia Tillman on Improvising a marketing Plan During a Pandemic, Hilton has more! To represent the unique and Radical transformations occurring in the last few years when hotels used to tackle travellers adaptive. S new smart features the hotel bar, they are 13 % more likely stay! Butler, to deliver items to guests as a way to cope with these other! Breaks a hospitality business to tour a hotel were handled manually help of Apple ’ s can. From across the world best hotels allows hotels to offer more personalized service is prone... Series on YouTube important as the virtual Butler / virtual assistant is an interesting project by Apple which has a. Assistant even in your hotel service innovation examples in hospitality industry modern customer Podcast and a weekly customer video!