What was predicted for 2020?
If you asked a panel of experts at the end of 2019 to predict the next “big thing” in hospitality tech for 2020, you probably would have heard things like; Artificial Intelligence! Smart Rooms! But…. 2020 had other plans.
These technologies are important and will continue to make their way into the mainstream. However, the unprecedented events of 2020 have brought a much more immediate concern to the forefront – health and cleanliness. In line with this focus has come a move toward contactless service. This involves less physical interaction between guests and staff and also less contact points in the room. All of this whilst maintaining the highest standards to ensure guest satisfaction.
I’m not sure you know my background? Since finishing high school, I have worked in the hospitality industry in many different roles. After completing my hotel degree I initially worked in hotel operations, then in consulting and for the last 30 years in hotel technology.
When we went into lockdown, I was shocked to see the impact that it had on our industry. But my team and I knuckled down and did what comes naturally…..we focussed on what we could do to help. We reached out to all of the software vendors we represent and within a week, offering free software to help the shellshocked hospitality industry. However, they were too shocked to even take us up on completely free, no strings attached software worth thousands of dollars. So………… we looked further ahead to anticipate what they would need when they reopened to help them with the “New Normal”. Along the way, I also realised that we should and could provide as much education and support as was needed.