As the whole world had to face the COVID-19 pandemic, globally we have seen a massive shift in people’s behavior towards more digital habits: ordering food from their phone, online shopping, online banking, online meetings, etc. This means that the behavior of guests has changed as well. But, how will contactless hotel technology be used after COVID-19?
Are Guests Prepared for More Digital Operations?
There is a study by McKinsey that says that on average 77% of respondents plan to use digital solutions to the same degree or more after the COVID-19 crisis. It shows that guests realize that these contactless technologies that they have gotten used to using, made their lives a lot easier in a challenging time. Therefore, they will also want to carry on these digital habits once the pandemic is over.
In a short period of time, our habits as people have changed significantly, and so the guest experience that you’re offering at your establishment should change along with that.
What Use Will These Contactless Hotel Technologies Have After COVID-19?
Contactless hotel technology has proven to be a great medium for social distancing. Online check-in and check-out, ordering food online, chatbot and guest messaging, etc. allow guests to perform simple but key actions from their phone, avoiding conglomerations at the front desk or face-to-face contact with hotel staff. As we are all moving forward from this crisis, we will still be sensitive to big crowds and long queues.
However, as we are recovering from the pandemic, most of the technology options that are offered now will remain. In the end, these contactless hotel technologies are developed with more in mind than just social distancing. They are created with the aim of offering better guest experiences. Contactless hotel technology after COVID-19 will remain key, as it allows you to better prepare for any situation that lies ahead, making your operations more efficient, flexible, and scalable as well as helping you to exceed the expectations of your new digital guests. Not changing along with the needs of a changing society, will eventually result in lower guest satisfaction, negative feedback, and a bad online reputation.