Transforming Hospitality through Contactless Technology

Transforming Hospitality through Contactless Technology

By Shreenidhi Jagannathan

Published on October 14, 2023

As the relentless march of technological progress continues to shape our world, the hospitality industry stands at a pivotal crossroads. It has long been celebrated for its warm hospitality and personalized services, qualities that have defined the sector for generations. However, in this era of rapid change, the industry finds itself during a profound digital transformation, driven by the imperative to meet the evolving expectations of guests and address pressing health concerns. Amidst this transformation, one aspect shines brightly as a harbinger of change: contactless technology. Let’s delve into the imperative of technological intervention in the hospitality industry, with a particular focus on the compelling need for contactless solutions.

The seismic shift currently reshaping the hospitality landscape can be largely attributed to the global COVID-19 pandemic. Safety and hygiene have surged to the forefront, particularly in shared spaces like hotels, restaurants, and resorts. This urgency has spurred an accelerated adoption of contactless technologies. Yet, it is of paramount importance to recognize that this transition is not merely a reaction to the pandemic. It signifies a fundamental evolution in how the industry operates, aimed at ensuring that it not only survives but thrives, continuing to deliver those exceptional guest experiences that have always been its hallmark.

One of the primary drivers compelling the hospitality sector to embrace contactless technology is its remarkable capacity to streamline operations and enhance efficiency. Processes such as automated check-ins, check-outs, and mobile room keys have been instrumental in significantly reducing human touchpoints without compromising the quality of service. Beyond the immediate benefits in terms of hygiene, this streamlining optimizes staffing and resource allocation, leading to greater operational efficiency and cost-effectiveness.

Moreover, contactless technology plays a pivotal role in data collection and analysis, empowering hotels to provide highly personalized experiences. By harnessing guest data, establishments can now customize amenities, services, and recommendations to align seamlessly with individual preferences. From suggesting room upgrades to providing tailored dining options, technology has become a conduit for forging a deeper connection between guests and their surroundings. It is this very connection that leads to a more intimate and memorable stay, which has always been the goal of hospitality.

In our fast-paced world, modern travellers seek convenience and seamlessness in their journeys. Here is where contactless technology truly shines, as it empowers guests to control various aspects of their stay through their smartphones. The ability to adjust room temperature, order room service, and access essential information at one's fingertips enhances a sense of empowerment and comfort, allowing guests to personalize their experiences to an unprecedented degree.

Beyond operational efficiency and personalization, the adoption of contactless technology in hospitality aligns harmoniously with broader environmental sustainability goals. The digitalization of processes reduces the need for physical paperwork, thus minimizing waste and conserving energy. This environmentally conscious approach not only resonates with an increasingly eco-aware guest demographic but also places the industry in alignment with global sustainability imperatives.

However, it is essential to underscore that, even as technology continues to weave itself into the fabric of the industry, the human touch remains indispensable. The genuine warmth of a smile, the expertise of a concierge, and the personal bonds formed between guests and staff members are irreplaceable aspects of the hospitality experience. Technology should serve as an enabler, enhancing these elements rather than replacing them. It should complement, not overshadow, the authentic human connection that lies at the heart of hospitality.

In conclusion, the infusion of contactless technology into the hospitality industry represents a transformative journey driven by critical imperatives. It ensures guest safety, enhances operational efficiency, personalizes guest experiences, and contributes to environmental sustainability. As we navigate this ever-evolving landscape, embracing technology while preserving the essence of human hospitality, we find ourselves at the forefront of a harmonious fusion between tradition and technology. This fusion is the future of hospitality, one that caters seamlessly to the diverse needs and preferences of modern travellers.

Analysis: 91% of Diners Prioritise Reviews and Ratings in Dining Decisions

Analysis: 91% of Diners Prioritise Reviews and Ratings in Dining Decisions

By Nishang Narayan

Published on April 11, 2024

A recent study by RightResponse AI unveils the significant impact of reviews and ratings on diners' dining decisions, with 91% of respondents acknowledging their reliance on these factors. The research underscores the importance of recent reviews, with nearly two-thirds of diners focusing on reviews less than one month old, signalling a preference for up-to-date information.

RightResponse AI, a leading provider of AI-powered review management solutions, has released a comprehensive report titled "We Digested Over 100,000 Restaurant Reviews, And This Is What We Learned." This analysis delves into customer sentiment and behaviour, leveraging advanced sentiment analysis capabilities to extract valuable insights for the restaurant industry.

Through an examination of over 257,000 phrases from restaurant reviews, RightResponse AI identified notable trends affecting the industry. Key findings include the increasing length of reviews across all star ratings and a significant rise in response rates, particularly in chain restaurants, where response rates approach 60%.


Interestingly, the research reveals a disparity in customer satisfaction between chain restaurants and single-location establishments. Despite similar star ratings, chain restaurants exhibit a lower percentage of positive mentions, highlighting potential areas for improvement in customer experience.

In parallel with this analysis, RightResponse AI conducted the 2024 Restaurant Diner Survey Insights, exploring diners' online search behaviours, review habits, and expectations regarding review responses. Notable insights from the survey include the influence of personalised and informative review responses on dining decisions, with 78% of potential patrons considering such responses influential.

George Swetlitz, co-founder of RightResponse AI, emphasises the significance of these findings in shaping restaurant success. He states, "Understanding and engaging with customer feedback in a personalised and informative manner is crucial for restaurant establishments of all sizes. RightResponse AI is committed to democratising access to advanced AI tools that enable businesses to enhance customer satisfaction, improve Google Map rankings, and attract new customers."

In addition to its research efforts, RightResponse AI has introduced a Free AI Review Response Generator, empowering users to add informative content to AI-generated review responses. This innovative tool, coupled with the option to upgrade to RightResponse AI's Intelligent Review Responder, provides businesses with scalable solutions to manage and respond to reviews effectively.

Hotels Overlooking Major Revenue Stream from EV Charge Points

Hotels Overlooking Major Revenue Stream from EV Charge Points

By Author

Published on March 10, 2024

The hospitality industry is at a pivotal juncture with the rise of electric vehicles (EVs), as highlighted by a recent survey conducted by Virta, a leading smart charging service provider. The survey reveals a significant trend: eight out of ten hotel guests now consider the availability of EV charge points as a crucial factor in their accommodation choices, placing it on par with traditional amenities like comfortable lodging and quality breakfast options.

This shift towards prioritising EV charging availability indicates a changing landscape in guest preferences and underscores a potential revenue stream that many hotels are currently overlooking. With the majority of consumers placing high importance on quality EV charging points, hotels lacking in this area — whether due to outdated infrastructure, insufficient charging bays, or a complete absence of chargers — might be missing out on significant revenue opportunities.


As 2024 approaches, Virta's Suki Sangha emphasises the urgency for hotels to recognize and seize the revenue possibilities associated with catering to the EV-driving guest, particularly business day-trippers who seek to combine meetings with efficient car charging. Sangha points out the direct correlation between a positive charging experience and increased guest stay durations, ultimately leading to higher revenue for hotels. He suggests that to future-proof their operations, hotels should aim to make at least 10% of their parking spaces EV charge-enabled.

Ownership of the charging infrastructure is recommended to fully capitalise on the commercial opportunities it presents, ranging from accommodation and events to weddings and food and beverage services. This approach positions EV charging as an integral part of hotel operations, poised to drive significant business growth.


Leading the charge, some hoteliers, such as Novotel Hyderabad Airport Hotel, have already embraced EV charging stations, recognizing their value in attracting and retaining guests. Voco Hotels' general manager, James Bell, echoes the sentiment, stressing the importance of hotels adapting to meet today's demand for EV charging to secure their revenue and customer base in the long term.

The insights from Virta's survey serve as a clarion call for the hospitality industry to embrace electrification as a critical component of their service offerings. As the adoption of electric vehicles continues to grow, hotels equipped with modern, sufficient EV charging facilities are not only positioning themselves as forward-thinking but are also tapping into an emerging market segment with substantial revenue potential.

M Social Phuket Elevates Guest Experience with Aiello's Voice AI Integration

M Social Phuket Elevates Guest Experience with Aiello's Voice AI Integration

By Author

Published on March 9, 2024

M Social Phuket, a forward-thinking hotel located in the vibrant landscape of Thailand, has announced its collaboration with Aiello to integrate the advanced Voice artificial intelligence (AI) technology, AVA, into its operations. This integration marks a leap towards enhancing the hotel's operational efficiency and significantly elevating the overall guest experience.

AVA, Aiello’s Voice Assistant, is designed to provide guests with an intuitive and seamless way to make room service requests, answer frequently asked questions, and control Internet of Things (IoT)-enabled devices within their rooms, such as lighting, air conditioning, and smart TVs, through simple voice commands. This innovative approach to guest service automation not only streamlines internal communication but also ensures that housekeeping and restaurant reservations are managed more effectively.


Pjey Mayandi, General Manager of M Social Phuket, emphasised the transformative impact of the Aiello partnership on the hotel's service delivery, stating, "Our collaboration with Aiello has revolutionised the way we interact with our guests and has positioned M Social Phuket as a leader in hospitality innovation. We are committed to leveraging technology to create unforgettable experiences for our guests, and Aiello Voice Assistant has played a pivotal role in achieving this goal."

AVA stands out as a 24/7 AI concierge, offering guests the ability to access local tourist information, request room service, communicate with the front desk via IP telephony, enjoy music, set alarms, and much more, all through voice commands. The technology supports multiple languages, including Japanese, English, Chinese, and Thai, making it an ideal solution for catering to the diverse needs of international guests visiting Phuket.

This integration with Aiello's Voice AI technology underscores M Social Phuket's dedication to adopting cutting-edge solutions to enhance guest satisfaction and operational efficiency. By prioritising innovation and technology, M Social Phuket not only enhances the quality of its services but also reinforces its commitment to providing a unique and memorable stay for every guest.

With the successful implementation of AVA, M Social Phuket is setting a new benchmark for hospitality services, demonstrating the potential of AI technology to transform the guest experience in the digital age.

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