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This research aims at evolving a typology of customer-centric hospitality innovations. These include lodging, cruise lines, transportation, restaurants and tourism industry. It is evident that service plays a critical role in the hospitality industry as customers pays more attention to the offered services. Once the device is connected to the room, they can turn on and off the TV by asking Siri. Hotel staff could be alerted to guests’ preferences based on where they spend their time. The following are common types of business in the hospitality industry. Another super interesting innovation in the hospitality industry is the use of virtual reality in hotel rooms. For instance, the Innovation Gallery has launched several of Hilton’s new SMART features. Blake is a guest lecturer at Columbia University and adjunct faculty at the Rutgers MBA program. A lot of hotels are now allowing everything to be operated through apps. When a guest feels the hotel understands them, they are 13% more likely to stay there again. Each year, the Radical Innovation Awards select a group of professionals to represent the unique and radical transformations occurring in the hospitality industry. Information Technology in the Hotel Industry is driving the change and Siri in the Hotel room is one of the many projects of artificial intelligence and machine learning within the hospitality industry. With ‘Amazon Echo’ already live in a few hotel rooms, this is going to be another milestone in technological advancements in hospitality. 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. Over the past few years, inventions in the hospitality industry have developed at a fast-moving pace. All Rights Reserved, This is a BETA experience. The hospitality industry the world over is transforming from a product-focused, physical-asset-intensive business to a customer-focused, experience-centric one. I am a Customer Experience Futurist, Author and Keynote Speaker. 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. Is there anything that is beyond expectation? Water Consumption. As industry boundaries increasingly blur for customers, companies must look for new ideas beyond their immediate rivals. Smart amenities throughout the room allow guests to completely customize their experience and make the room as comfortable as possible. The hospitality industry is constantly innovating to better serve its customers. Blake Morgan is a customer experience futurist. We will also be including… Blake is the author of two books on customer experience. Aloft has plans to bring more features with Project Jetson 2.0 such as room service orders. These services are pioneered by Marriott and are in beta phase for a lot of hotel chains. She lives in the Bay Area with her husband, their two children and two dogs. Especially competition is fierce based on the similar and substitutable service offerings in the hospitality industry recently. Sounds insane, isn’t it? In addition, Hilton Honors members can even select specific rooms, call reception, and order room … With the help of Information Technology, the company introduces a service innovation into hotel industry, which is the gravity of the research. Future of the Hospitality Industry is bright and is being driven by technology and customer focus. From integrated cloud communications to touchless, interactive service, the potential for the hospitality industry to revolutionize the guest experience has never been as imminent as it is today. Chatbots give guests instant access to information without having to wait for the front desk. Have a look at the below video to check how the Hotel Industry is evolving through innovation with the example of Charlotte Mariott. You may opt-out by. Blake is the host of The Modern Customer Podcast and a weekly customer experience video series on YouTube. Even the budget hospitality establishments can afford fully automated systems to run and manage their organisation. She's worked with Accenture, Intel, Verizon Wireless, and many more. Smartphones can easily act as a key, remote control and voice command operating device. Yet, the hospitality industry is less prone to innovate than other service activities. 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. When air travel is already mobile, why should the hotel industry hold back? practical examples from the experience of the world best hotels. Workflow management tools are a great example of such incremental innovation. The hospitality industry is a collection of business models based on hosting guests. The Importance Of Service Innovation In The Hospitality Industry 1041 Words | 5 Pages. © 2020 Forbes Media LLC. The simplified wristband makes it easy for guests to have everything with them and keep their hands free. If anything, it’s when things don’t go quite to … With these five innovations in mind, you can pave the road to long-term success and build a … I was employed at the hospitality industry for almost ten years and received my Bachelor in International Hospitality Management (2005). These hi-tech projects have worked tirelessly to change rented rooms into a dream world for the techies. SOEG Career & Learning portal aims to understand the pain points of professionals looking for career growth and then makes every effort to provide innovative solutions. And whether the company is a small seaside bed and breakfast or an international hotel chain, the call to action is the same. Technology also has introduced some incremental innovation in the hospitality industry. With the next version of ‘Siri’ by Apple or Alexa by Amazon in your rooms, you never know of the possibilities that lie ahead as far as the innovation in hospitality is concerned. 2. After graduating I wanted to 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. The next version is gearing up for incorporation of ‘artificial intelligence’ which will be more intelligent and adaptive. 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. Marriott is testing the technology at its hotels in China, which shortens check-in time from three minutes or more to less than one minute. Here are the top 10 recent customer experience innovations in hospitality and the brands that are leading the charge. We have of course missed a few related to enhance service within the hospitality industry but, we promise to keep updating this space with an interesting innovation in the hospitality industry. Combining the ideas in self check-in and simpler room keys, a number of hotels are moving to mobile room keys. In this post, we have covered the top 10 innovation in the hospitality industry ever. Now, will the innovation list for the hospitality industry be complete without this one? Innovating with the latest ideas and technology allows hotels to offer fresh, personalized experiences that guests crave. Being able to provide a consistently excellent service for customers is crucial to success in the hospitality industry today. In Digital, ‘Wanamaker’s 50%’ Is Known. In the hotel industry, like in most service activities, the interplay between customers and firms broadens the scope of innovation and departs from the narrower technology-driven innovation dominant in manufacturing. Artificial intelligence is coming as an offshoot of this which by many is being considered as innovation as important as the wheel. Instead of having to wait in line at the front desk to check in, some hotels are moving to facial recognition scans to get guests in their rooms. 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