The Smart Hotel Takeover: Why Smart Hospitality is Winning

Technology has become increasingly integral to many facets of everyday life—from cooking and cleaning to planning and travel. As a society, we expect fast, digital solutions that help solve real-world problems. This transformation toward technological solutions can be seen across various industries, including hospitality. Recent research from Skift and Oracle Hospitality estimates that 65% of travelers prefer to stay at hotels offering smart guestroom features, with 73% of consumers reporting they are more willing to stay at hotels with self-service technology.  

Unlock the power of hotel smart technology and upgrade your offerings. 

Whether you’re wondering what smart technology is, how to use it, or why the demand for smart hotel stays is rising, you’ve come to the right place. In this post, we examine the ever-expanding implementation of smart hotels, the evolution of smart room technology, and what it means for the hospitality industry. We’ll also explore how various properties can incorporate smart technology to strengthen security, improve guest comfort, and take their marketing to the next level.  

But what is a smart hotel, exactly?  

What are smart hotels?  

Hotels can be smart to varying degrees, but all smart hotels have one thing in common: they incorporate technology to improve operations and enhance the guest experience. Smart hotels may implement many systems and technologies to automate time-consuming manual operations, improve guest security, create more accessible guestrooms, and more.   

Some of the most popular forms of smart hotel technology include:   

Smart hotels employ an interconnected system of software and devices to provide guests, event attendees, and employees with a smoother, more streamlined hotel experience.   

So, how can hotels use smart technology to improve service, speed, and satisfaction?  

Discover eight ways smart hotels can utilize state-of-the-art technology: 

We saw an explosion in the implementation of hotel smart technology during the COVID-19 pandemic when social distancing and contactless services were critical to keeping business afloat. However, in a primarily post-pandemic world, it’s clear that smart technology is here to stay. Worldwide, more and more hotels are incorporating smart technology and innovative digital tools to reap their bountiful rewards.  

Arguably, the most significant benefit of implementing smart technology is gaining the power of automation. With innovative tools and interconnected systems, smart technology enables hotels to automate various tasks, processes, and procedures.   

Automated technology uses real-time, minute-to-minute data collection to make the best choices for your property—all within the parameters you set. Through automated, behind-the-scenes processes, smart technology helps hotels tackle—  

From sending guest communications to optimizing rates, hotels can tell automated tools what they want so they can “set it and forget it,” allowing teams to focus their attention where it matters most: with guests.  

If you don’t already have one, now’s the time to launch a hotel mobile app for guests and planners. In addition to automating standard guest procedures, like confirming a reservation or checking them in, apps can also protect your guests and staff by reducing face-to-face interactions. If you already have an app, consider upgrading its features, tools, or content.  

For example, the Hilton Honors app allows guests to book Ubers and request food and drink or extra amenities. They can also use it for mobile check-in and as a door key. Marriott Bonvoy is a similar app with comparable features and exciting additions, like city guides. The Hyatt Hotels app has a feature that allows guests to chat with employees if they have requests or concerns. Apps like these allow guests to bypass the front desk and have everything they need delivered to their door.  

Hotel robots are among the first things people envision when they envision smart hotels, and they are becoming increasingly popular at properties across the globe. While not yet at the life-like stage we often see depicted in science fiction movies, hotel robots can accomplish quite a lot thanks to smart hospitality technology. Using artificial intelligence and intricate programming, robot butlers can navigate hallways and elevators autonomously, deliver extra towels to guests, and more, freeing up staff for other tasks.  

However, hotel robots can do more than deliver items to guest rooms. They can also report poor Wi-Fi zones and alert housekeeping to empty food trays or trash left in hotel hallways. At some properties, like Planet Hollywood in Las Vegas and Hard Rock Hotel & Casino in Biloxi, Mississippi, the robot butlers entertain and serve drinks to guests.   

The robotic bartender, Tipsy, will make your drink in around one minute and dance while doing so. Even though it’s intended for entertainment, using robots to make drinks or food—especially during times of heightened health and safety concerns—is an innovative solution for contactless F&B and an added unique guest experience factor.  

Digital concierges are a fantastic way to assist guests, even when you can’t interact with them immediately. Chatbots and virtual robots can complete simple requests and provide basic information, freeing up your staff for more complicated needs.  

Revinate Ivy, formerly Ivy by GoMoment, provides guests with personalized service and suggestions via texting. The Ranch at Laguna Beach and Eagle Hospitality Trust use Ivy so staff can focus on other requests. Ivy helps guests with housekeeping, food and beverage requests, and anything typically overseen by the front desk.  

Playing up its location, the Cosmopolitan Las Vegas created a fun virtual concierge robot named Rose. Guests receive a card with Rose’s phone number and can text her for food deliveries or extra towels. Rose can also provide bar and restaurant recommendations inside the hotel.  

According to a recent Mews Survey, 80% of travelers prefer hotels with self-service technology and a wholly automated front desk. However, the desire for contactless technology doesn’t stop with check-in services, as touchless payment tools, interactive displays, and digital concierge services are also in demand. In addition to speeding up the arrival process, contactless payment tools and access control technology make it easier for guests to avoid high-touch surfaces – like elevator buttons and room keys—where germs congregate.  

In-room smart hotel technology makes it easier for travelers to request housekeeping service, order food, connect with the front desk, and more. Guests can use voice commands to control things like the thermostat, drapes, television, and lights. They can also ask questions about the weather or the news. This allows guests to customize their stay while minimizing what they need to touch.  

Additionally, integrated guestroom technology enhances the guest experience by enabling visitors to connect their entertainment apps seamlessly, so guests can pick up their favorite show or movie right where they left it.  

Additionally, updates to voice-activated technology now allow smart sidekicks like Alexa to manage travel for interested guests. In an exciting partnership with Viator, Amazon recently announced a new voice-activated capability for Alexa Smart Properties for Hospitality—“The world’s largest travel experiences marketplace.” Using phrases like, “Alexa, book my tour,” event planners and travelers can book more than 300,000 travel experiences via voice command.   

8. Smart sustainability  

Going green is no longer up for debate; it’s a necessity for hotels that want to remain competitive. In a 2022 Sustainable Travel Survey of 11,000 people from Expedia Group, 90% of respondents reported looking for sustainable travel solutions. Furthermore, 70% stated that “inauthentic sustainability commitments” had caused them to avoid a specific destination, accommodation, or transportation option.   

The demand for eco-friendly travel options has continued to increase, putting pressure on hotels, restaurants, and other hospitality businesses to go green and participate in sustainability initiatives—and do it authentically. Luckily, smart hospitality and guestroom technology have evolved to keep up with consumer demand and corporate responsibility with tools like—  

Let smart hotel technology inspire you to modify your offerings

It's all about the customer experience and keeping guests safe. There are tons of changes your property can make to achieve both. Up next, check out our hotel SEO tips to boost your overall exposure.