The future of hospitality: Balancing tradition and tech

Combining the best of both worlds. As the saying goes, the only constant is change. Referring to the “good old days” is a common reference to 20 - 30 years ago which for some of us, is not that long ago. Technology is moving faster than ever and we are continually presented with new innovations and opportunities in the accommodation sector. So how do we balance the current tech with the foundations of traditional hospitality?

Embracing the changes that improved technology brings is inspiring and exciting. On the flip side, hesitation of the new technology can exist with small properties who are unsure of this brave new world. Why change something that isn’t broken? While these properties may not have all the latest bells and whistles, they will have a higher level of customer service and personal interaction which remains an appealing quality for a number of the travelling public.

Now the challenge is how to maintain a level of service and product that is appealing to all generations and segments for the property. Ensuring that the service provided is acceptable and inclusive for all. The improved technology and recent changes provide an opportunity for accommodation providers to combine modern technology with strong hospitality foundations of the past. Here are a few ideas to combine the two worlds.

● Personalised check in or having a reception desk is a point of difference for many and still an appealing option for travellers who are unfamiliar with the area. Providing the option for a contact free check is a great way to keep everyone happy.

● If contact free check in is being utilised, provide a small hand written note to say welcome and suggest a few things the guest might like to enjoy in the area. Personalisation comes in many forms and the act of writing a note is another way to show the human side of the business.

● Ensure there are multiple options for guests to contact the property including coming to reception to speak to a team member, phone and email as well as the more modern ways of communication of Messenger, WeChat, WhatsApp, Google or direct message.

● Offer the service of making dinner or tour bookings for the guests. This can be via messages, a phone call or in person. Guests will appreciate the recommendations and service even if it isn't in person.

● Technology may be creating simpler and efficient customer service; the task of cleaning guest rooms still requires manual labour. Where there is no reception or human interaction with the guest, providing a small note or information about the cleaning team is a way of personalising the business operations. This can also provide an opportunity for the guest to show their appreciation to the cleaning team.

As an accommodation operator that was trained with “old school” hospitality foundations and is excited about the future with the improved technology, I see an enormous success in businesses that embrace the best of both worlds. Both types of operations, in old school basics and modern technology procedures, have their value within the industry. As we move forward it will be beneficial to embrace all methods and styles of operations for a strong and exhilarating future of the industry.