Listen on the go

The way we travel and stay in hotels is constantly evolving. The hospitality industry is in the midst of a technological revolution, with hotels and other travel businesses worldwide embracing digital solutions to enhance guest experiences, optimize operations, and meet new consumer demands. Here are the five biggest trends in digital hospitality right now.

1. The Rise of AI-Powered Personalization and Automation

AI has moved beyond simple chatbots to become a powerful tool for creating hyper-personalized experiences and automating operations. Hotels like Marriott Bonvoy and Hilton have implemented AI-driven systems to provide 24/7 guest support, manage reservations, and offer multilingual assistance. These systems learn guest preferences to offer personalized recommendations, leading to significant increases in guest satisfaction.

At the heart of Marriott International's AI efforts is a natural language search tool on their Homes & Villas website. This innovative tool allows users to find their ideal accommodations by describing what they want from a vacation, going beyond traditional search filters like destination and dates. Marriott International’s Chief Revenue and Technology Officer, Drew Pinto, noted that this AI initiative is a key experiment to transform how customers interact with the brand’s digital platforms.

2. The Dominance of Contactless and Mobile-First Technology

Guests today, particularly Gen Z and Millennials, expect a seamless and frictionless experience. Contactless technologyhas become a fundamental part of hospitality.

Major hotel chains like Marriott International have successfully rolled out mobile key technology across their properties, allowing guests to use their smartphones as digital room keys. The Eliot Hotel in Boston has implemented a contactless check-in system that allows guests to complete the entire registration process virtually before they even arrive, saving time and improving safety.

3. Sustainability and Eco-Conscious Practices

Sustainability is a critical component of a hotel's value proposition, and digital technology is a key driver. Hotels like Marriott and IHG (InterContinental Hotels Group) are using IoT (Internet of Things) devices and smart systems to monitor and manage energy consumption. This technology helps to optimize lighting, heating, and cooling based on room occupancy, leading to significant energy savings and a reduced carbon footprint. Hotels are also using digital platforms to communicate their sustainability efforts to guests, fostering a sense of shared responsibility.

4. Data-Driven Decision Making

In a competitive market, successful hotels are those that leverage their data effectively. By collecting and analyzing vast amounts of guest information, hotels can make smarter, data-driven decisions. Many hotels are using specialized software to implement dynamic pricing strategies, where room rates fluctuate in real-time based on demand, competitor prices, and booking patterns. This allows them to maximize revenue and stay competitive. They also use data from online reviews and booking behaviors to personalize marketing campaigns and improve operational efficiency.

5. Immersive and Engaging Digital Content

To stand out, hotels are using innovative digital content to engage potential guests before they even arrive. Immersive technology is creating powerful connections with travelers. For example, Shangri-La Hotels and Resorts offers immersive 360-degree videos and virtual reality (VR) tours of their properties, allowing potential guests to experience rooms and amenities from anywhere in the world. Radisson Hotels has also introduced a feature that lets guests explore and choose their favorite room on a digital replica before they book, enhancing their confidence and excitement about their upcoming stay.

Experience a cutting-edge AI guest experience with Privilege Guest 3.0, featuring Sophia AI. Our AI Voice Concierge app is intelligently built to engage in natural conversations via multiple languages, allowing guests to seamlessly order room service and amenities through voice conversations. This innovative approach, combined with the traditional method of manual ordering through the room service app, offers the best of both worlds: speed, convenience, and flexibility. Sophia AI empowers your concierge team, giving you the edge to succeed in guest experience satisfaction.

Learn more about Generous App's, Privilege Guest 3.0 or Sophia AI, or contact us today for a demo.