Individual Paper Outline

How has technology changed the hospitality industry and how will it continue to shape the industry?

 Executive Summary

This paper will explore about how technology has evolved hospitality industries (mainly hotels and restaurants) through improving efficiency, service for guests and allow the companies to gain more consumers. The introduction of technology has impacted the hospitality industry both positively and negatively. Furthermore, the report will delve into the possibilities of how technology will continue to shape the industry. 

Background/Introduction

In the past, the hospitality industry relied heavily on manpower to ensure the operations of companies. There was also a great reliance on paper work. For example, service staff in restaurants would need to take down your order with a pen and paper. This resulted in a longer time needed to serve the patrons their food. Moreover in the past, hotel guests needed to fill up manually personal particulars on paper before check in.

However, the rise of technology has helped to improve these processes and there is a shift from labour intensive towards technology based systems. The benefits reaped from these are that more emphasis can now place on customer experience instead.

With the proliferation of the internet, a whole new consumer market is now being opened up. Through websites, hotels and restaurants have created a platform for potential customers to get to know their products and service better. Online reservations and booking can also be done in the click of the button. Better systems have also been created to help facilitate the process of companies. Securities have also increased in the hotel industry.  

 Current situation

Currently, the introduction of technology has resulted in an increased competition in the industry. Hence, it is imperative that companies create a distinct edge for themselves that allow consumers to identify them from the majority.

Positive impacts that technology brings are:

·         Variety of Choices

The Internet allows consumers to able to compare prices of different hotels before making a choice. Informed choices can be made as consumers are able to access the vast amount of information. Reviews of past customers can act as a reference to potential customers.

Hotel aspect: Pictures of the hotel rooms and the available facilities can be included in the hotel websites to allow guests to have a look of the ambience of the place.

Restaurants: Mobile applications can be downloaded and recommendations can be made as to where can good food be found.

 

 ·         Convenience

Hotel aspect: Online booking is fast and efficient. Guests are able to select dates and see if there are available rooms for that period of time. Computerised systems allow guests to spend lesser time to check in. Systems would reflect the available rooms that are ready for guests. 

Restaurants: Kiosk that has systems where consumers can use to order food (yoshinoya) and the food will be delivered to their doorstep.

 ·         Greater security of hotel doors

The use of card scanner replaces the use of keys and locks. This increases security as keys cannot be duplicated.

·         Improved efficiency

Hotel aspect: Better management systems. Computerised system allows front service staff to know what which room is available and has been cleaned.

Restaurants: PDA phones are used to take down orders and system would send them to the kitchen. This saves time and the food can be prepared faster. Marche- Customers are issued cards when they enter. The price of food that the customer eats gets credited into the card. At the end, the consumers then head to cashier with the card to pay for their meal. Customers can enjoy their meal and do not go through the hassle of having to pay multiple times at the different stalls.

Negative Impacts

 Data security compromised :Hotel provides guests with free wifi service. Tapping into the internet through the wifi, hackers can hack into phones and obtain private and vital information.

Restaurants that rely too much on technology (self-service) may lose the personal touch and customers may not feel that they have good service. 

Future considerations

Hotel industry:

Personal touch can be given. Hotel guests are able to set the conditions (air conditioner and water heater) of their hotel room even before they step in the hotel. (Similar to smart homes)

Perhaps phones can instead be used as the hotel keys instead of the card system that is currently in use.

Improve security of networks

Restaurants:

Menus in restaurants need not be hard copy instead it can come in the form of a tablet. For people who are travelling to places where English is not used as the main language of communication, the tablet can also translate the whole menu to a language of their choice. 

Conclusion

Use technology to improve hospitality, in turn boost economy through tourism.