35
Imagine getting off the plane on a work trip
and, while you are in the taxi going to your
hotel, you perform the ‘auto check-in’ from
your mobile phone thereby avoiding queues
at the reception, and connecting your social
profiles with the hotel so that your room can
be personalized before you even arrive. You
are tired and just want to enjoy some relaxing
leisure time. Thanks to new technologies, you
can listen in your room to your favourite playlists
on Spotify, watch your favourite movies
and series on Netflix and even dine on a menu
adapted to your tastes and dislikes served by
a very friendly robot in your room. And all this
will be ready for your arrival, without having
to configure profiles or fill out forms about
your various tastes. It looks like a Black Mirror
TV series episode, but as they say, “reality surpasses
fiction”.
According to Toni Mascaró, CEO of the company
specializing in digital marketing for
eMascaró Hotels, “Although it sounds like
science fiction, there will be hotels in space
and even on the moon”; but, without going so
far, “we are in a period of disruption in which
things are going to change very quickly”. Services
such as online auto-check- According to
Toni Mascaró, CEO of the company specialized
in digital marketing for hotels eMascaró.
What technologies are already a reality in
the hotel industry?
Today, we could make a list of the 4.0 services
that have already been implemented in
some hotel chains, or are being implemented
at speeds we cannot even imagine. As we say,
the personalization of the room according to
the user’s web profile (based on his browsing
behaviour) is already a reality, as is Netflix connect
or Spotify connect. Likewise, the online
‘auto check-in’, the digital key or the interaction
with the hotel’s customer service through
a WhatsApp channel may be used.
And when it comes to the web experience of
customers on hotel pages, virtual reality and
3D photography allow a virtual tour of hotels
without leaving home. “In the near future we
could make a visit via the web from home with
virtual reality glasses.”
Introduction of the virtual assistant
When we talk about the world-wide web, we
refer to virtual chat but, although it is useful,
people still prefer personal attention through
Customer experience’,
the challenge for the hospitality
sector
HIP, the most innovative event dedicated to the Horeca (hospitality) sector in Madrid, has
echoed the emergence of new technologies in hotels and its management, by setting out
a major challenge faced by small, medium and large companies: the ‘customer experience
‘ We will set out the innovations that we will soon see in the hotels of the future, with the
help of one of the experts at the 4.0 Hospitality Congress, Toni Mascaró, CEO of eMascaró.