The digital story of the nativity. (no official post!)

Use of New Technology within the Hospitality Industry

• Concierges at Intercontinental Hotels replaced by iPad

 The concierges of Intercontinental Hong Kong, Intercontinental London Park Lane, Intercontinental New York Barclay and Intercontinental Buckhead Atlanta use the iPad as a tool for providing information to the customers about :

• Enhanced maps and directions : the iPad  enables  to show interactive maps instead of paper maps,  also virtual tours with high-resolution satellite imagery, close-up street views and detailed walking routes.

• Video recommendations : it became easier to recommend a restaurant, a performances or any tourist attraction as it can be clearly illustrated with vibrant image and attractive text. The customer has the possibility to make a choice quicker and represent himself more easily the place where he wants to go.

• Instant booking confirmation : the iPad enables easy access to travel information and bookings may be made and confirmed instantly by e-mail.

The iPad is therefore a way to improve the interaction between the customer and the concierge. However in my opinion iPads cannot in any case replace concierges, but has to be a tool that help concierges. The iPad may be an interactive tool but the customer still needs a human interaction and not only be in front of an electronic device, alone.

• New hotel concepts resulting from the increasing use of new technologies : Andaz Hyatt and its new concept of check in and out processes

The new Andaz brand from the luxurious Hyatt Hotel Group has set up a new concept : they removed the traditional front desk of the lobby. With the growing demand of new technology and the development of a new young business class, Andaz decided to be the first brand to develop such a modern system.
New technology enable a personalized service. Indeed, thanks to it, guests skip the front-desk and use mobile tablets to check in with the hotel's floating 'hosts'. You can also check in in the lobby with a drink, you can check in while going to the elevator etc.
Andaz front office clerk goes around with his laptop wherever the guest wants to be while doing his check in.
Guests also just need to swipe their credit cards for a room key to be created.

I think this is a very innovative and interesting concept and has many chances to be developped in other hotels. Guest feel warmly welcomed sitting in a couch, more than queueing in front of the reception. But I think this system is not made for rush hours. The staff cannot be more efficient and quicker by running around looking for customers than by staying behind the front desk.