8 Innovative Technologies in the Hospitality Industry

Just a few years ago, unlocking a room with your smartphone or having a robot deliver your luggage or bring food to you seemed like something out of a sci-fi movie. Yet, today, these are not even the most impressive advancements that we encounter in our day-to-day lives. Technology has this incredible ability to transform our world in ways we can't fully grasp until it actually happens. It touches every aspect of life, enhancing how we work, communicate, and even travel.

Technology in the hospitality industry plays a big role in ensuring customer excellence and operational efficiency. From the introduction of online booking systems to the adoption of digital room keys, the industry has continuously evolved to meet the demands of modern travelers. So, read on and explore these advancements to understand how they are reshaping the industry and driving excellence.

Artificial intelligence (AI) and machine learning

AI and machine learning are at the center of technology-related hospitality trends currently revolutionizing the industry. They enhance guest experiences and help optimize various operations.

More and more hotels are using AI to provide each guest with a personalized experience. By late 2023, 11% of European accommodation businesses had already implemented AI, with more planning to adopt it in upcoming years. Furthermore, a survey indicated that AI was expected to be the leading area of innovation for hotel chains over the next two years.

AI systems look at their guests' previous behaviors and preferences and then suggest services and perks that match their tastes. This makes every visit feel special as the hotels focus on tailoring their services. This tech also helps streamline various processes by allowing guests to check in, ask for help, or get answers fast through AI chat and voice helpers. 

Contactless check-in and check-out

Contactless check-in and check-out have also become more common in the hospitality industry, especially since the pandemic. By 2021, 57% of hotels were already focused on digitizing this process. Additionally, a substantial 73% of guests in the summer of 2020 expressed a preference for using an app to unlock their room doors, and 34% of travelers indicated they wanted to use their own phones for hotel access.

Such technology allows guests to bypass the traditional front desk interactions with receptionists, thus significantly reducing wait times and minimizing overall physical contact. Now, guests can complete the check-in process, access their rooms with digital keys, and settle their bills—all through mobile apps or kiosks. This type of technology also frees hotel staff and allows them to focus on other aspects of service within the facility.

Internet of Things (IoT) and smart room technology

The number of IoT devices worldwide is forecast to rise to 32.1 billion in 2030, almost doubling from 15.9 billion in 2023. These devices, along with smart technology in general, are changing many industries. In the hospitality sector, key in-room functions such as lighting, temperature control, and entertainment systems are now being automated. Guests can easily adjust these settings through their smartphones or by voice command, allowing for a more personalized and convenient stay.

Beyond comfort, IoT is at the center of maintaining high service standards. For example, IoT systems can track and identify problems—such as heating, ventilation, or air conditioning—to ensure that a solution is found before they inconvenience the guest. Preventing problems before they become big issues helps tremendously with operational efficiency.

Mobile apps for enhanced guest experience

Mobile apps offer guests unparalleled convenience and control throughout their stay by allowing them to easily book rooms, manage reservations, as well as customize their stay. Nowadays, in addition to basic functionalities, mobile apps are incorporating advanced features like virtual concierge services, which allow guests to request amenities, book activities, or even order room service with just a few taps.

Loyalty programs are also oftentimes integrated into these apps, enabling guests to earn and redeem rewards thanks to their visits and purchases. Additionally, these apps include feedback mechanisms that enable guests to communicate with hotel staff and address concerns, offer critiques, provide positive feedback, or make special requests.

Virtual reality (VR) and augmented reality (AR)

VR and AR are redefining how guests experience hotels before and during their stay. VR technology in hospitality allows potential guests to take virtual tours of hotel rooms, amenities, and even surrounding attractions before they book. This helps them make more informed decisions and offers a preview of what they can expect.

Once on-site, AR enhances the guest experience by overlaying digital content onto the physical environment. For example, guests can use their smartphones to access interactive maps, view detailed information about hotel features, or discover local points of interest. AR can also be used to provide real-time translations, making the experience more accessible for international travelers. 

Both technologies are effective in engaging guests by offering them unique, interactive experiences that are informative while simultaneously entertaining.

Robotics and automation

Imagine being greeted by a robot in the lobby or having your meal delivered by an autonomous service bot—it's a blend of convenience and a glimpse into the future of hospitality. The global market for service robots in the hospitality industry is expected to reach $34.7 billion, reflecting the growing adoption of robotic technology in hotels and restaurants. For example, the demand for robotic cleaners in hotels is projected to increase by 27% between 2021 and 2026.

Robots are taking on tasks like delivering luggage to rooms, providing room service, and even offering basic concierge services. These innovations help hotels run more efficiently by handling routine jobs and adding a touch of modernity that can impress and delight guests. In fact, hotels that use robots see an average increase of 15% in operational efficiency.

As these technologies continue to improve, we can expect them to play an even larger role in the hospitality industry. This could potentially lead to a future with fully automated services that save time and improve the overall guest experience.

Facial recognition technology

Facial recognition technology helps enhance both security and guest convenience. Such technology allows for quick and secure check-ins by verifying a guest's identity without the need for physical documentation, such as passports or ID cards. In addition to speeding up the check-in process, facial recognition technology also reduces the potential for human error and ensures that only registered guests gain access to rooms and other secure areas.

Although this specific technology is still emerging, it is set to become a standard feature in luxury and tech-forward properties, where it can offer a blend of high security and personalized service that meets the expectations of today's discerning travelers​.

Sustainable technologies

As travelers become more eco-conscious with their travel choices, choosing accommodations that align with their values is important. Actually, around 81% of travelers plan to opt for sustainable accommodations. Therefore, technology related to sustainability has become a major focus in the hospitality industry, as various facilities are turning to it to reduce their environmental impact. 

For example, many hotels are now using renewable energy sources such as solar panels or wind turbines, thus significantly cutting down on their carbon footprint. Water conservation is another aspect of sustainability where technology is used to make a difference. Many businesses are adopting water-saving technologies like low-flow fixtures and advanced irrigation systems, which reduce water usage while still maintaining the quality of service. 

Pursuing sustainability doesn't have to be prohibitively expensive; constructing a LEED-certified hotel only incurs 1-2% more in costs compared to non-green buildings.

The Bottom Line

Staying updated and implementing the latest technologies is so important for hospitality businesses to remain competitive. A hotel that embraces innovations like AI, IoT, and contactless services provides a better experience for guests as well as reduces the workload for staff, creating a more efficient and enjoyable environment for everyone. On the other hand, a hotel that fails to adapt may struggle with outdated processes, leading to guest frustration and increased pressure on employees to compensate for inefficiencies.

In the hospitality industry, the difference between leading and lagging behind can be as simple as adopting the right technology—because, in the end, staying ahead means staying relevant.

Frequently Asked Questions (FAQs)

How can technology improve operational efficiency in hotels?

Technology can improve operational efficiency in hotels by automating routine tasks, such as check-ins and room service requests, thus allowing staff to focus on more complex duties. This also enables real-time monitoring and predictive maintenance, which in turn helps prevent issues before they arise, reducing downtime and improving the overall guest experience.

Why is hospitality technology important?

Hospitality technology is important because it meets the evolving expectations of tech-savvy guests who demand seamless and personalized experiences. It also helps hotels remain competitive by improving service delivery, enhancing operational efficiency, and supporting sustainable practices, all of which are increasingly valued by today's travelers.