The hotel industry is going through a paradigm shift right now. COVID has changed this industry forever and customer expectations, employee expectations and investor expectations have all changed. For example, in many countries, the number of employees in the industry has declined and will probably continue to decline. Yet, with wealthier, more demanding guests, service delivery will be the key differentiator and without enough people, technology will become critical to service delivery. When I say service delivery I mean everything from a well maintained hotel to efficient and quick guest service, anticipating guest needs, and superlative housekeeping and food and beverage services. A hotel with technology powering its housekeeping operations, for example, will be able to provide a higher quality service to its guests at a far lower cost than a competitor without such technology. In our case, this power is not only the power of the best housekeeping optimization system in the industry but also the power of combining it with Unifocus’ best in class suite of staff forecasting and management software products.
Hotel technology is a long game, and it seems many of the hottest hotel innovations may finally be at an adoption tipping point. So, what’s next?
Hospitality, at its core, is an industry of people taking care of people, and has a long-standing commitment to cleanliness and service standards. While the housekeeping team is central in the delivery of those standards, it operates in the background, out of view. Room attendants and supervisors moved around discreetly to be as invisible as possible. However, COVID-19 has thrust housekeeping into the limelight.