Transforming Guest Experience

Even as technology transforms the hospitality sector, a few niggling problems remain.

- Suman Tarafdar

Yes, advances in technology are relentless—and the global hospitality sector is bending over backwards to try and keep pace with the ever-growing needs of a tech-savvy traveller. In fact, technology has become a key weapon to stay ahead of competition. Indeed, the previous decade has already seen a notable transformation in the way the sector functions. From online reviews to bookings, digitisation has already put enormous power in the hands of a customer. As the millennial generation starts spending, it may come as a surprise that despite unprecedented changes, hotels are scrambling to keep up-to-date with the needs of an increasingly sophisticated travellers who want their preferences noted —in advance, whether it’s the preferred temperature of Pinot Gris or the spa appointment.

Guest is King

Early adapters are rewarded. Banyan Tree Samui in Thailand offers its guests a Portier smartphone along with room keys at checkin. The user-friendly smartphone allows guests to make free and unrestricted international telephone calls and surf 4G Internet, points out Remko Kroesen, GM, Banyan Tree Samui. “It also offers its guests access to a host of resort features including restaurant menus, daily activities and tips for sightseeing around the island of Koh Samui. Besides offering security and comfort, it delivers all of its features in English, Russian, Chinese, German or French,” says Kroesen. He adds, “The most popular feature of the smartphone is the Villa Host Function, which fetches the rooms ‘host’ in a jiffy. Even more remarkably, the phones enable connectivity through Wi-Fi hotspots no matter where a guest travels on the island and works in tandem with the GPS and provides a safety net for guests who might get lost.