Explore the HOTEL of the Future
The “hotel of the future” isn’t some distant fantasy — it’s happening now. Today’s hotels are merging technology and the human touch to create seamless and memorable experiences, and there are abundant opportunities for brands to learn from one another’s innovations and find their unique sweet spot that balances staff, cutting-edge tech, and ROI. Our exploration of the hotel of the future begins with two critical areas: guest experience and cybersecurity. From brand discovery to booking, check-in, and on-site interactions, technology is reshaping each stage of the guest journey. And as cyber threats are escalating, especially with AI-empowered bad actors, robust cybersecurity measures are also paramount. Additionally, of course, advancements in automation, IoT, and robotics are transforming operations from inventory management to housekeeping. These tools free staff to focus on high-value interactions with guests, empowering both teams and guests alike. With cyber-secure, innovative technology, the hotel of the future is all about elevating service and trust in today’s hospitality landscape. HT plans to explore these and other tech innovations as our Hotel of the Future coverage expands in the coming weeks and months. As we dive into these key hotel technology areas, we are collaborating with industry innovators to deliver best practices and leadership insights. This Hotel of the Future special report features editorial insights as well as informative video Q&As with technology developers. By sharing our vision, we hope to inspire hoteliers of all kinds to craft their own version of the future. Some may prioritize a human-centered experience, while others may leverage contactless technology for efficiency and speed, while others follow a middle tap that best suits their value proposition.
Featuring exclusive Q&As with:
Guest Experience & Loyalty Cybersecurity
This special report explores key tech trends in the lodging industry:
Introduction
Cybersecurity
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Omnichannel
Explore the Store of the Future
Guest Experience
The hotel guest experience begins the moment a cystomer discovers a brand and continues through booking, check-in, on-site interactions, and beyond, ideally driving guests in the direction of a loyalty program that keeps them coming back. While hospitality is ultimately about people, technology has become a crucial differentiator that allows guests to personalize and control their experience. In fact, HT’s annual customer engagement study has demonstrated in recent years that guests are more likely to return to a brand that offers technology they value, and are even willing to pay a bit more for a preferred tech experience. The ideal guest journey blends human interaction with advanced technology, letting guests control aspects of their stay while feeling fully supported by staff. Technology now underpins customer experience and loyalty. Guests often discover brands through vibrant social media, word-of-mouth, and targeted offers. Digital tools allow hotels to leverage guest data for real-time personalization and to maintain connections post-stay through tailored communication and exclusive offers. This continuous digital engagement is a top strategic goal for a majority of hotel brands.
Guest Experience & Loyalty
" While hospitality is ultimately about people, technology is a game-changer that allows guests to personalize and control their experience. "
Innovator Insights
Watch our exclusive Q&A with Frank Pitsikalis, Senior Vice President, Product Strategy, Hotels, Agilysys, which offers enterprise-class property management and point-of-sale solutions www.agilysys.com
Key technologies shaping this future include: AI-Driven Personalization: AI analyzes guest data to recommend personalized activities, dining, and local attractions, creating a unique experience each stay and building loyalty through memorable interactions. AR and VR: Augmented and virtual reality enhance the guest experience, with AR apps offering interactive guides and VR providing virtual tours, letting potential guests explore accommodations before booking. Contactless Solutions: Mobile check-in, digital keys, and contactless payments make the guest journey smooth and safe, vital for trust and loyalty. Smart Environments via IoT: IoT-enabled rooms allow guests to control settings via smartphones or voice commands, improving comfort and aligning with sustainability goals. Robotics and Automation: Robots streamline services like room delivery, boosting efficiency and adding a futuristic touch for tech-savvy travelers. By offering these technologies, hotels can enhance guest satisfaction and loyalty, creating a seamless, personalized experience that meets modern travelers’ expectations.
Cybersecurity is essential in hotels, safeguarding guest data and bolstering trust in a digital landscape where breaches make headlines. Hotels are prime targets for cyberattacks due to the high volume of personal and financial data they handle across systems like point-of-sale, loyalty programs, and guest networks. Cyber breaches risk severe reputational and financial damage, requiring effective security strategies.
" Hotels are prime targets for cyberattacks due to the high volume of personal and financial data they handle across systems like point-of-sale, loyalty programs, and guest networks. "
View our exclusive Q&A with Josh Cigna, Sr. Solutions Architect at Yubico, a creator of global authentication standards and inventor of the YubiKey, providing modern passwordless and phishing-resistant authentication to stop account takeovers. www.yubico.com
Emerging Cybersecurity Solutions: Password-Free: Passwordless multi-factor authentication transforms digital security using secure alternatives such as hardware tokens. AI-Driven Defense: AI and machine learning are crucial for real-time threat detection. AI can identify anomalies, providing a proactive cybersecurity approach by flagging suspicious patterns. Blockchain Security: Blockchain technology offers secure, tamper-proof data storage, reducing fraud risk. Some hotels are exploring blockchain to safeguard customer data and secure transactions. Biometric Authentication: Hotels are starting to implement biometric identification for secure access control and payments, using fingerprints or facial recognition to prevent unauthorized access.
Key Strategies for Enhanced Security: System Monitoring: Continuous monitoring helps detect potential breaches early, adapting security policies to emerging threats. Employee Training: Regular staff training on cybersecurity best practices minimizes risks, covering areas like phishing and secure payment handling. Secure Payment Systems: Compliance with PCI standards is critical, including encrypting payment information, using tokenization, and restricting access to sensitive systems. By adopting robust cybersecurity measures, hotels safeguard guest data and help establish and maintain the trust that is integral to hospitality.
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