As the hospitality sector enters the age of technological innovation, the role of CIOs in guiding their organizations through the complex landscape is of critical importance.
FREMONT, CA: The hospitality industry has always been customer-centric. However, the cutthroat competition is forcing it to move beyond merely meeting the demands of the consumers. In such a precarious landscape, hospitality CIO plays a critical role in advancing the technological capabilities of their hotel chains.
Hotel chains and hospitality organizations are entering the realm of technology. Hence, it falls upon the CIO to guide them through the landscape of innovation and disruption. Their growing responsibilities include balancing the incorporation of technology with the integration of robust cybersecurity measures.
In the millennial era, smartphones and tablets control almost every aspect of life, ranging from shopping to setting appointments. The consumers expect the same level of ease and comfort of self-service in hotel accommodations. The automation of essential services, such as room bookings, check-ins, checkouts, and payments, can significantly enhance the experience of guests.
The emergence of the internet of things (IoT) has fuelled the growth of consumer expectations. To establish their standing in the market, hospitality organizations must exceed the expectations of their guests. CIOs can contribute to this trend by implementing robust technological solutions, thus delivering personalized, efficient, and unique customer service.
The adoption of automation technology by hospitality organizations will not only enhance their operation but will also help in revolutionizing the guest experience. It can streamline and simplify processes such as room reservation, front desk operation, room service, and billing. Automation can transform the inefficient, independent, and disconnected operations into seamless, integrated workflows.
CIOs can prioritize the operations that can most benefit from automation technology. It will not only improve efficiency but will also augment the overall quality and reliability. The millennial generation often prefers technology to human interaction for mundane tasks. For instance, automating check-ins will eliminate the need for customers to wait, and will also save time for the front desk personnel.
The IT division of hospitality organizations, on the direction of the CIO, can invest in robust automation technology to simplify and streamline the check-in and check-out for guests. Automated online booking management will enable the guests to book rooms at their convenience. It will allow the guests to check-in and out of hotels using their mobile devices, thus eliminating the needless waits at the front desk.