Technology innovation is charging ahead and most sectors are scrambling to stay current. So how is the South African hotel industry faring when it comes to adopting new technology?
Angus Macmillan, spokesperson for the City Lodge Hotel Group, believes it’s a mixed bag among the existing hotel groups, with new entrants challenging the industry.
“Technology is at the forefront of changing the hotel business as we know it,” he said.
However, he added it was tough to invest in a changing technological landscape with fluctuating exchange rates. “To make advancements and adopt newer technologies, such as self-service check-in, may require a major overhaul of hotel infrastructure, and this is often cost prohibitive.”
Robert Hodson, General Manager: Marketing and Sales of Legacy Hotels and Resorts, believes SA is slightly behind the curve.
“As a country, we are definitely at the same level of technological use as our international counterparts, factors such as cost, the exchange rate and even bandwidth constraints are factors holding us back. We are, however, not scared to use and experiment with technology.”
Hodson pointed out that, with guests starting to demand more digital technology solutions from hotels, new technology options needed to be considered.
“WiFi is an absolute necessity and, where possible, should be offered to guests on an unlimited basis. Applications such as in Room Screen Mirroring on hotel standard TVs is a growing practice, as is the use of iPads in rooms as well as online ordering of room and concierge services, both of which are being introduced by more and more hotels.
He stressed that there was no doubt that technology was becoming more of a determining factor when guests considered a hotel.
Gary Ernstzen, Managing Director of Nu Menu Solutions, the official reseller in South Africa for Ariane and iRiS software and hardware for the hospitality industry, believes SA hotels lag behind European, Asian and North American markets, but “look ready to adopt”.
Hotels, he said, should logically be looking at adopting technology that would improve the guest experience and increase revenue. Guests are seeking control, speed and, in many cases, self-service without the barriers of language or effort to communicate.
He suggested self-service kiosks and online and mobile check-in facilities. Fully integrated apps allow tech-savvy travellers to book, use their cellphone as a room key and check in remotely or utilise a 24-hour hassle-free, self-service kiosk.
In-room technology then focuses on extending that two-minute check-in upsell communication window to the entire guest stay by placing a tablet in every room.
“This becomes the hub of the hotel room, and the key to the communication and upsell strategy of a property. The combination of easy self-service check-ins, attractive physical in-room devices and recent trends in online food ordering is leading to double-digit growth in food and beverage ordering as well as improved ROIs for many hotels,” said Ernstzen.
“Our technology has the potential to solve the major issues of language and accents, which will allow guests to be understood – a major drawcard for foreign visitors. When language is an issue, knowing that they can check in, order room service, contact housekeeping and so on in their own language will be a determining factor on where they choose to stay,” he added.
