As the global smart hospitality market is projected to more than triple between 2022 and 2026, Australian hotels are leading the charge in adopting new technologies to enhance guest experiences. From automation to machine learning, these advancements improve internal operations, enabling hotel staff to elevate their standards of guest service and delivery.
Discover beyond the latest venue trends. Find out more about the hotel and venue tech setting new benchmarks for hotel operations.
Deloitte's 2023 survey revealed that cloud computing offers the greatest potential for hoteliers over the next five years. This ranks above other industry technology advancements such as AI, blockchain, and hospitality robotics – and offers significant benefits for hotels looking to enhance professional service standards.
Operational efficiency is a key advantage. Cloud solutions integrate various hotel management systems—like venue booking, inventory, and housekeeping—into one platform, streamlining operations and reducing the likelihood of errors. Real-time updates ensure that all departments are aligned and can respond promptly to guest needs, such as early check-ins or specific room arrangements.
From a financial perspective, cloud computing can reduce costs associated with hardware and IT maintenance. Businesses that migrate to the cloud can see total cost of ownership savings of 30-40% by reducing IT infrastructure and operational expenses. Additionally, companies using cloud services have reported up to 32% of budgets being used more efficiently due to reduced waste, thanks to better management and scalability options. For Australian hotels, these savings can then be reinvested in guest services, whether it’s improving amenities or enhancing staff training to provide top-notch service.
Cloud computing enables hotels to quickly adopt new technologies and services, such as mobile check-ins, digital room keys, and AI-driven guest services. Small and medium businesses using cloud computing report a 21% increase in profit and a 26% faster growth rate compared to those that do not use cloud technology. This efficiency gain is largely due to reduced time-to-market for new products and services, faster response times to market changes, and more streamlined operations. By leveraging cloud computing, hotels can operate more efficiently, improve response rates and uphold high service standards, leading to greater guest satisfaction and repeat business.
To modernise the on-site dining experience and cater to guest demands for contactless service, Momento Hospitality group has introduced online ordering system ‘Order Up!’ to several properties throughout Australia. This system enables guests utilising on-site dining establishments to tap and order from their table via smartphone, as well as make orders for delivery and room service.
Momento's use of the "Order Up!" system is a strategic option that not only provides guests with a streamlined way to place orders, but also eliminates phone orders in-room. This automates the traditional process of manually submitting orders over the phone. The system doesn’t stop at automation either – by collecting data on guest dining habits and preferences, hotel staff now have greater insights to upsell appropriately, increasing revenue potential.
Machine learning helps hotels anticipate guest needs by analysing patterns and feedback, addressing issues before they arise, and creating a smoother and more enjoyable stay.
Accor Hotels has integrated ai-driven chatbots into their customer service strategy. These chatbots, powered by machine learning algorithms, are designed to handle various guest interactions across different digital platforms, including websites, mobile apps, and messaging services.
The AI chatbots use natural language processing (NLP) to understand and respond to guest enquiries in a conversational manner. They can handle common questions about reservations, check-in times, amenities, and local attractions. Over time, these chatbots learn from past interactions to improve their responses and handle more complex queries, offering a more personalised experience to guests.
Accor Hotels also employs machine learning and venue management software for dynamic pricing, a strategy designed to optimise room rates based on various factors such as demand forecasts, local events, market conditions, and competitor pricing. Machine learning algorithms analyse historical data and real-time inputs to predict demand and adjust prices accordingly.
During high-demand periods like holidays or major events, Accor's system algorithm might increase room or venue hire rates to maximise revenue. Conversely, low-demand periods might result in reduced pricing to attract more guests and maintain occupancy. This dynamic approach allows Accor to stay competitive while maximising revenue potential.
Tech isn’t just a tool for operational improvement—it’s a way to redefine the guest experience and create a lasting impression. As hotels continue to innovate and integrate new solutions, guests can look forward to stays that are not only comfortable and convenient, but also genuinely engaging and uniquely tailored. The future of Australian hospitality is one where technology and exceptional service go hand in hand, enhancing operational efficiency while setting new standards of service.