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A pioneer in digitalisation
Hospitality businesses have been at the forefront of the digital
revolution, as they were the first enterprises to embrace
digitalisation through themassive developments of online booking
facilities integrated in hotel websites, and directly connected to
their Property Management Systems. Moreover, more and more
restaurants have their own websites, and/or Facebook pages
and are increasingly connected to online booking sites and
technologies.
The hospitality industry is already looking a step ahead, and starts
to use new technologies to improve the efficiency and quality
of the service not only at the booking stage, but also once the
client is at their premises. For instance, many hotel groups are
implementing systems of automatic check-in at the reception,
in particular at business hotels, which is a real challenge given
the legal requirements hotel face when registering guests, as part
of the Schengen acquis. Moreover, other hotels are using digital
technologies to change the way clients can order room-services.
The Aloft hotel group has for instance introduced in some of
its hotels the possibility to use Emoji and SMS to order drinks,
lunch served in rooms, beauty kits, etc. Moreover, many hotels
are now investing in a technology which allows clients to use
their smartphones as door keys to open their rooms. Far beyond,
Link@Sheraton is a touchscreen device that creates a new
experience by interacting with guests and providing them with
a new way to explore local tourist attractions and enhance
their hotel experience.
Some restaurants are also starting to use digital devices inside
the restaurant room. For instance, some restaurants install
connected tablets to change the restaurant experience. This is the
case in France of the restaurant Fastcook in Rennes, of the bar-
restaurant Touch’in Paris, or of the restaurant chain Max à table,
where clients can order or compose their menu through tablets.
Similar concepts are also in use in other European countries, as
digitalisation and the use of social media and mobile apps can
not only help restaurants better connect with customers but also
help deploying workforce management solutions to improve the
use of employees’ time and effort (e.g. using digital solutions to
better manage stocks, or give clients the possibility to ask for a
waiter without having to wait, etc.)
EMBRACING INNOVATION:
What makes the hospitality industry tech-savvy
and innovative?
FACTSHEET ON INNOVATION
NOVEMBER 2017
Due to the massive development of
digitalisation, the face of tourism has
changed dramatically, therefore reshaping
the way we work, the way we connect and
the way we select goods and services.
While tourism and hospitality represent
the 3rd socio-economic activity in Europe,
hospitality alone employs 10 million
workers in 1.8 million small enterprises,
therefore playing a key role for Europe as a
tourism destination.
In a world of change driven by technology,
in which tourist arrivals exceed 1 billion
per year, hospitality has been operating as
a beltway to innovation, not only in terms
of service and product development, but
also in technological terms, making the
industry a change maker.
Please discover how HOTREC and the
industry contribute to sustainable tourism
thanks to technology and also develop an
even greater experience for guests.
Susanne Kraus-Winkler
President
Christian de Barrin
CEO
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