Instead of having to wait in line at the front desk to check in, some hotels are moving to facial recognition scans to get guests in their rooms. Like any other industry, hoteliers are also giving much more importance to the creativity and innovativeness to attract customers and to earn loyalty. Blake is the author of two books on customer experience. Being able to provide a consistently excellent service for customers is crucial to success in the hospitality industry today. Here are the top 10 recent customer experience innovations in hospitality and the brands that are leading the charge. Right from check-in- checkout to managing your lighting. From integrated cloud communications to touchless, interactive service, the potential for the hospitality industry to revolutionize the guest experience has never been as imminent as it is today. The internet has affected every corner of our lives so much so that the guest will not stay at a hotel if they cannot access the wi-fi. Now, smartphone users can unlock their rooms via app in over 2,500 Hilton properties. These hi-tech projects have worked tirelessly to change rented rooms into a dream world for the techies. Blake Morgan is a customer experience futurist, keynote speaker and the author of the bestselling book The Customer Of The Future. Essay Title : Innovation and its relevance within the general context of the hospitality industry This essay will focus on the definitions of innovation, types of innovation, the relation between the hospitality industry and the concepts of innovation and key factors by ending with the conclusion. It is the service that makes or breaks a hospitality business. With the next version of ‘Siri’ by Apple or Alexa by Amazon in your rooms, you never know of the possibilities that lie ahead as far as the innovation in hospitality is concerned. Instead of waiting in line at the front desk, guests can go straight to their rooms and use their smart phones or smart watches to unlock the door. If your hotel room is too cold or the TV is up too loud, you can just tell your hotel room what you want it to do. With free companion apps in the market, it is now possible to control your room remotely through your phone or tablet to turn on the TV, browse and order for food, and so on. Guests at New York’s Yotel can have their bags stored with Yobot, a robotic luggage concierge. Have a look at the below video to check how the Hotel Industry is evolving through innovation with the example of Charlotte Mariott. ‘Siri’ in itself is an interesting project by Apple which has made a virtual assistant available to one an all. Whether it’s for guest rooms, pools, sanitation, or food/beverage service, water is also an unavoidable cost of doing business in the hospitality industry, and represents a significant piece of overhead that can and should be managed carefully. Robots can play a number of roles in hotels, from cleaning rooms to staffing the front desk. Blake Morgan is a customer experience futurist. With these five innovations in mind, you can pave the road to long-term success and build a … It is one of the best hospitality technology that has already been in operation at a lot of hotels now. This is a type of service industry that derives much of its value from high touch customer service. She is a contributor to Forbes and the Harvard Business Review. Yet, the hospitality industry is less prone to innovate than other service activities. SAP’s Alicia Tillman On Improvising A Marketing Plan During A Pandemic, Hilton Hotels has introduced mobile check in. With the help of Information Technology, the company introduces a service innovation into hotel industry, which is the gravity of the research. So, if you want to increase room temperature or want to order some food and wine, do so just by commanding your room. practical examples from the experience of the world best hotels. As modern guests travel, both for business and pleasure, they want to have their needs met to have a personalized and seamless experience. After all, customer service is a multifaceted experience, and can’t be based on good interactions alone. The project is called Project Jetson, and guests will stay in high-tech rooms that, with the help of Apple’s assistant Siri, who will respond to their commands. For instance, the Cupertino, Calif building has a robot butler as well as mirrors that have a built-in touchscreen display, which is on trial at the Newark, New Jersey Element, a sister brand of Aloft. Blake is the host of The Modern Customer Podcast and a weekly customer experience video series on YouTube. Technology has played a key role and Easy check-in is one of the things which is simple yet one of the most important innovations in the hospitality industry over the past decade. Aloft has plans to bring more features with Project Jetson 2.0 such as room service orders. The hospitality industry relies on experience to keep customers coming back. Marriott is testing the technology at its hotels in China, which shortens check-in time from three minutes or more to less than one minute. Her first book was 'More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences." 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