#hoteltechnetwork

27-28 May

2020

Warsaw,
Poland

Which technologies & apps will have the greatest impact in 2022?

news 3 photo

The pandemic accelerated digital transformation by 10 years (McKinsey & Company) and today’s travel consumers have become more digitally and tech-savvy than ever. Many of today’s travelers’ service expectations are around self-service, around do-it-yourself, from online planning and booking, to preferences for contactless check-in, mobile keys, voice assistants, and communication with hotel staff via messaging. Serious technology implementations are needed to “appease” these exceedingly tech-savvy guests and their exceedingly high technology expectations. At the same time, two other extremely important issues are plaguing the industry today that need immediate resolution: a) never-ending labor shortages, b) unsustainable labor costs. Only through accelerated investments in technology – cloud, mobility, AI, robotics, IoT, and other next-gen technology applications and innovations – can the hospitality industry do more with fewer employees and solve the three major industry issues outlined above.

The question is, what are these top technology applications that can have the greatest impact in hospitality in 2022?

Fergus Boyd

Hospitality Consultant

For me, the key is self-serve via automation. Staff turnover will remain high so starters/leavers/movers processes need to be totally automated. Restaurant menu changes and price changes need to be linked end to end to inventory systems. We can’t afford to have humans checking other human activity. Tools like Workato, UiPath, Automation Anywhere are well,placed to help here. Also system simplification. Strip out those multiple PMSes, POSes, HR systems etc. invest in central data lakes to bring your data together and spot correlations that might lead to new business opportunities.

 

Scott Dahl

Program Director, Master’s Degree in Hospitality Strategy and Digital Transformation at Les Roches Global Hospitality Education

On top of living in one of the most beautiful places in the world, I’m lucky that in my role as director of the Master’s in Hospitality Strategy and Digital Transformation at Les Roches (also home of the Spark Hospitality Innovation hub), a big part of my job is looking at emerging technology in the hotel ecosystem.

Overall, it is impossible to overlook the impact that artificial intelligence and machine learning will have across a wide spectrum of the industry. The most obvious one is AI helping hotelier’s optimize revenue, by reducing the ever-increasing amount of available data into something manageable.

AI is also already poised to deliver the digital marketer’s Holy Grail: Personalization. The only obstacles that remain are how to provide clean enough data to start with and to clearly define the line that should maintained to prevent personalization from becoming creepy.

In addition to this direct application of artificial intelligence, there are several technologies that are already in use in other industries that are showing great promise in hospitality, that are only possible because of AI. My favorite is facial and object recognition. In my career at the property level, I am sure I spent hundreds of hours searching for people and things, and the proper use of this technology would allow hotels to know where all their high value items are at any time.

In partnership with an existing facial recognition technology provider, two of our master’s students recently completed a capstone project resulting in a very promising application that uses this facial recognition anonymously, alleviating the innkeeper’s fundamental concern for their guest’s privacy, to measure a restaurant’s service standards and revenue management KPIs in real time.

When the dust settles, a lasting impact of COVID accelerating digital transformation will be a widening of the already-existing gap between the hotels that are on top of their tech, and the ones who are not.

Kathryn Murphy

Owner, The Murphy Gallery & Hotel Dublin

The pandemic has created digital cultures and processes that are here to stay, although sadly the utopian future of truly frictionless travel won’t be achieved in the next twelve months. Self-service options have crossed the bridge from ‘nice-to-have’ to ‘must-have’ and will soon be the norm, rather than the exception. Travellers have never been more digitally literate and expect to be able to choose a contactless customer journey if they wish, even now the health crisis has somewhat abated. (In case there was any doubt about how ubiquitous this is set to become, Hilton’s 2022 Trend Report details their vison of achieving convenient and contactless experiences as standard across all its properties – including Digital Check-In, Digital Key, Digital Check-Out, and in-room control.)

To date, mobile key has been a sticking point, given a user experience that is objectively inferior to the ease and simplicity offered by traditional hotel key cards. Now that Apple has finally announced that it will be possible to store hotel keys in the Apple Wallet (meaning you will be able open a hotel door from a personal mobile device without having to first unlock it and sign into an app), this looks set to change. The technology is currently being trialled in select Hyatt hotels, before becoming more widely available soon.

Staff apps will be used to streamline processes and improve communication, and integrated IOT devices and Room Management Systems that automatically turn off lights, heat, and air-conditioning in unoccupied rooms will achieve substantial energy savings, adding to the hotel’s bottom line.

Most excitingly (although still a few years off), new forms of verifiable digital identity, such as the European Digital Identity Wallet (due to be trialled before the end of the year), will transform the way we share personal data and pay for services, simultaneously improving data security, achieving relevant personalisation and saving vast amounts of time. (Anyone interested in finding out more should check out the work of the Decentralized Identity Foundation Hospitality and Travel Special Interest Group.)

For hotels that get it right, the efficiencies that can be achieved will be impressive:

  • “Live customer service channels (phone, live chat, email) cost $8.01 per contact, on average, vs just $0.10 for self-service channels (websites, mobile apps).”Gartner
  • “Linking the hotel’s reservation system and energy management system to an automated check-out system to keep an unsold room ventilated but with minimal heating and cooling can reduce energy costs by 35-45%, with a utility savings of 50-75%.”Energy Star
  • “Occupancy sensors that can dim or turn off lights when no one is in the room can reduce electricity usage by 30%.”Energy Star
  • “Daylight sensors that adjust the artificial light in the room to the amount of natural light in a room can reduce electricity usage by 40%.” Energy Star
  • “Institutions using high-assurance digital identity for registration could see up to a 90% reduction in costs for customer onboarding.”McKinsey
Which technologies & apps will have the greatest impact in 2022?

The pandemic accelerated digital transformation by 10 years (McKinsey & Company) and today’s travel consumers have become more digitally and tech-savvy than ever. Many of today’s travelers’ service expectations are around self-service, around do-it-yourself, from online planning and booking, to preferences for contactless check-in, mobile keys, voice assistants, and communication with hotel staff via messaging.…

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Barco

Barco ist ein weltweit führendes Technologieunternehmen, das vernetzte Visualisierungslösungen für die Märkte Unterhaltung, Unternehmen und Gesundheitswesen entwickelt. Unsere Lösungen haben eine sichtbare Wirkung, indem sie den Menschen fesselnde Unterhaltungserlebnisse ermöglichen, den Wissensaustausch und die intelligente Entscheidungsfindung in Unternehmen fördern und Krankenhäusern helfen, ihren Patienten die bestmögliche Gesundheitsversorgung zu bieten.

Barco hat seinen Hauptsitz in Kortrijk (Belgien), erzielte 2021 einen Umsatz von 804 Millionen Euro und verfügt über ein globales Team von mehr als 3.000 Mitarbeitern, deren Leidenschaft für Technologie in über 500 erteilten Patenten zum Ausdruck kommt. Barco ist seit 1985 an der Brüsseler Börse notiert. (Euronext: BAR; Reuters: BARBt.BR; Bloomberg: BAR BB)

Für weitere Informationen besuchen Sie uns auf www.barco.com, folgen Sie uns auf Twitter (@Barco), LinkedIn (Barco), YouTube (BarcoTV), Instagram (barco_nv) oder liken Sie uns auf Facebook (Barco).

Barco is a global technology leader that develops networked visualization solutions for the entertainment, enterprise and healthcare markets. Our solutions make a visible impact, allowing people to enjoy compelling entertainment experiences; to foster knowledge sharing and smart decision-making in organizations and to help hospitals provide their patients with the best possible healthcare.

Headquartered in Kortrijk (Belgium), Barco realized sales of 804 million euro in 2021 and has a global team of 3,000+ employees, whose passion for technology is captured in +500 granted patents. Barco has been listed on the Brussels Stock Exchange since 1985. (Euronext: BAR; Reuters: BARBt.BR; Bloomberg: BAR BB)

For more information, visit us on www.barco.com, follow us on Twitter (@Barco), LinkedIn (Barco), YouTube (BarcoTV), Instagram (barco_nv) or like us on Facebook (Barco).  

MICROSENS GmbH & Co. KG

Transmitting information via fiber optic connections offers numerous benefits. MICROSENS GmbH & Co. KG recognised this very early on. As one of the pioneers, the company has developed and produced high-performance communications and transmission systems in Germany since 1993. Individually matched to the demands of diverse usage areas and embedded in comprehensive concepts for individual sectors. But, above all, close to the customer. Technical challenges from customer projects are incorporated directly into product development. This way, IP-based automation solutions are created for modern buildings, cost-efficient network concepts for the office and workspace, robust and fail-safe solutions for industrial environments, optical transport systems future-oriented wide area networks and efficient coupling of sites and computer centres. 

Company Profile:

Since 2001, m3connect has grown to become one of the largest wireless Internet service providers in Europe.

Globally, m3connect serves around 13,000 of its customers‘ sites in over 23 countries. As a thought leader in cloud technologies, m3connect has been extending its self-developed platform for more than 20 years.

M3connect provides best-in-class wireless Internet networking with flexible design, works with state-of-the-art technologies such as WiFi, private LTE and 5G and creates innovative software solutions such as SD-WAN. The range of services is extended to include WiFi portals, digital signage, in-room TV solutions and even VoIP. 

Company Profile:

HRS Hospitality & Retail Systems is an international company with an excellent reputation for service. With over 10,000 customers spanning 90 different countries, HRS is a leading supplier of IT solutions for the hospitality industry. We are Oracle Hospitality’s largest partner with a team of experts ready to support you 24/7. HRS offers a wide range of innovative solutions, including Property Management, POS, Spa & Guest Activities, Business Analytics, Payment Gateway, Mobile Applications, Channel Manager, Online Distribution Services, Finance and HR Systems, Passport Scanning & Recognition, and much more.

HRS Hospitality & Retail Systems is your one-stop supplier of top-quality service, outstanding support, and the best products in the hospitality sector.”

Statement:

We are excited that in-person events are coming back and look forward to many interesting conversations. The Hotel Technology Network Summit 2022 is an excellent opportunity to exchange ideas and connect with friends and partners.

Hospitality & Retail Systems is a market leader in IT for the hospitality industry and provides innovative solutions for all your software-, hardware-, consulting- and support needs to maximize your company’s efficiency – Maurice Piesker, Sales Manager DACH-Region  

Company Profile:

Legrand Integrated Solutions is the Legrand group brand focusing on Guest Room Management Systems (GRMS) and integrations.

This team is focused on delivering not only the tailor-made Guest room automation solution to your hotel project but is also specialist by smart third-party integrations with other technologies existing in the project such as access control systems, booking software’s etc. The ultimate goal is to reach the highest guest comfort but also to enhance the staff service and the hotel energy efficiency all at ones.

As technology expands, hotel guests continue to search out new and original experiences during their stay, and that’s why next to the integration of the light, shutter and temperature a full integration with a hotel management software, access control, 3rd party heating cooling systems & full building automation is highly required.

Legrand Integrated Solutions offer a wide range of integrated solutions for all project types

Quote:

Legrand integrated Solutions is delighted to announce their participation at “hotel technology network summit 2022” in Berlin. We look forward to this opportunity to demonstrate, hotel investors, how to reach enhanced guest comfort, best staff service and energy efficiency all at ones with our Legrand Guest Room Management System- Davide Zanzi, General Manager 

NFON

NFON GmbH, based in St. Pölten, is a subsidiary of NFON AG. Headquartered in Munich, NFON AG is the leading European provider of voice-centric business communications from the cloud. The listed company (Frankfurt Stock Exchange, Prime Standard) includes over 3,000 partners in 15 European countries, seven subsidiaries and counts 50,000 companies as its customers. With the core product Cloudya, the smart cloud communications platform, NFON offers simplified voice calling, easy video conferencing, and seamless integrations for CRM and collaboration tools for small and medium sized companies. The NFON portfolio consists of four segments: Business Communications with Cloudya, Customer Contact, Integration and Enablement. NFON guides companies into the future of business communication with intuitive communication solutions.

Mitel

Customer satisfaction is of utmost importance for hotels and any business offering guest management services. The entire staff strives for this. A communication solution, seamlessly integrated into the business processes, perfectly supports employees in their day-to-day work serving the guests. It increases productivity and quality of services, while keeping operating costs low. This is why smooth communication is at the heart of every successful hotel. Mitel customers enjoy flexible, scalable, secure communications, optimized to meet the needs of the hospitality industry, from small economy hotels through to some of the world’s most famous luxury hotels. Powering more than 2 billion connections every day, Mitel helps businesses connect, collaborate and take care of their customers. Mitel’s business communications experts serve more than 60 million users with over 2500 channel partners in more than 100 countries. Doing so Mitel is also close to you

Schneider Electric

Schneider Electric is leading the Digital Transformation of Energy Management and Automation in Homes, Buildings, Data Centers, Infrastructure and Industries. With global presence in over 100 countries, Schneider is the undisputable leader in Power Management – Medium Voltage, Low Voltage and Secure Power, and in Automation Systems. We provide integrated efficiency solutions, combining energy, automation and software. In our global Ecosystem, we collaborate with the largest Partner, Integrator and Developer Community on our Open Platform to deliver real-time control and operational efficiency. We believe that great people and partners make Schneider a great company and that our commitment to Innovation, Diversity and Sustainability ensures that Life Is On everywhere, for everyone and at every moment.

Worldline

Worldline is the European leader in the payments and transactional services industry. Worldline delivers new-generation services, enabling its customers to offer smooth and innovative solutions to the end consumer. Key actor for B2B2C industries, with nearly 45 years of experience, Worldline supports and contributes to the success of all businesses and administrative services in a perpetually evolving market. Worldline offers a unique and flexible business model built around a global and growing portfolio, thus enabling end-toend support. Worldline activities are organized around three axes: Merchant Services, Mobility & e-Transactional Services and Financial Services including equensWorldline. Worldline employs more than 9,400 people worldwide, with revenue of circa € 1.6 billion on a yearly basis. Worldline is an Atos company.

Siemens

Smart infrastructure (SI) from Siemens makes the world a more connected and caring place – where resources are valued, where impact on the world is considered, where sustainable energy is delivered reliably and efficiently. It provides the flexible infrastructure to allow society to evolve and respond to changing conditions. SI addresses the urgent challenges of Urbanization and Climate change by connecting Energy systems, Buildings and Industries. Technology and the ingenuity of people come together to be at one with our environments and to care for our world. Siemens Smart Infrastructure is doing this from the macro to the micro level, from physical products, components and systems to connected, cloud-based digital offerings and services. Siemens offers a broad portfolio of grid control and automation; low- and medium-voltage power distribution, switching and control; and building automation, fire safety and security, HVAC control and energy solutions. The headquarters of Siemens Smart Infrastructure is located in Zug (Switzerland). The company employs worldwide approximately 71.000 employees.

Otrum

Otrum is the market leading hosted solutions partner to the hospitality industry, with software operating across multiple platforms including TVs, signage and smart devices. Research and development is an integral in-house function and, with full control of product IPR, Otrum can rapidly address market needs. Otrum Enterprise is the in-room segment leader in functionality, stability and ease of use, all of this over existing infrastructure. Otrum Enterprise is used by over 1.5 million guests each month. Otrum Digital Signage provides powerful communication throughout an entire property, with a superior wayfinding service, meeting overview screens and digital door signs. Otrum Digital Signage is installed in over 600 hotels. Otrum operates with a network of strategic partners throughout Europe, the Middle East, Africa and Central Asia. The company been at the forefront of in-room guest centric technology since 1985. For more information, visit www.otrum.com.