Automation and The Hotel Guests Cycle: Departure

AUTOMATION AND THE HOTEL GUESTS CYCLE (5 of 6):?DEPARTURE

This article is an excerpt from the book "HOTEL 4.0 - Artificial intelligence, robotics, big data, virtual reality, 5G and automation technologies for a new generation of smarter hotels". Contents:?1.0 Activities in the Departure Phase; 2.0 Technologies in the Departure Phase; 2.1 Requesting information and contracting services; 2.2 Luggage transfer; 2.3 Invoice settlement, key return and check-out.

1.0 Activities in the Departure Phase

Again, the guest’s departure represents a challenge for the hotel, as an unfortunate incident during check-out can ruin a perfect stay.

What do our customers think? 71% of surveyed guests consider comfort during the check-out process extremely important (Oracle Hospitality-Phocuswright). 28% of surveyed guests consider comfort during the check-out process moderately or slightly important (Oracle Hospitality-Phocuswright).

Activities associated with the departure of the guest are, for example, the airport drop off, airport transfers, luggage transfers and settlement of bills and return of keys upon checkout, all of which are often perceived as stress-inducing moments for the guest.

2.0 Technologies in the Departure Phase

The technological resources applicable in this phase are mainly the same as those used during the guest’s arrival phase at the hotel, so let us recapitulate the technical resources that can be involved at this stage:

2.1 Requesting information and contracting services

Requesting information and contracting services are associated with the departure: again, in this phase, virtual assistants, chatbots, concierge robots, or even interactive kiosks make their appearance, through which information about the departure, flights and related services can be obtained. This is an excellent opportunity for up-selling with a proactive customer support strategy, providing helpful information and automatically proposing services such as a chauffeur or luggage transfer to the airport.

2.2 Luggage transfer

This is where the idea of collaborative robotics comes into its own, acting as bellboys and transporting guests' luggage from the rooms to the hotel check-out or, in the case of integrated logistics services, even to the airport itself.

2.3 Invoice settlement, key return and check-out

Mobile applications and self-service kiosks can allow guests to check out or act as a support to facilitate a subsequent express check-out, saving them time waiting.

It is interesting to recall a fact mentioned by MyStay in a report published in 2021. A guest's reception (check-in, documentation, data management, key handover, check-out) would be around 14 minutes. It may not seem like much, but in reality, the click-to-everything society, 14 minutes can be a long time.

As I mentioned at the beginning of the chapter, the main objective is to put technology at the centre of a clear specific goal: to create a guest cycle that runs smoothly and naturally between the various phases, working invisibly and imperceptibly to remove obstacles, simplifying processes for the customer and creating memorable experiences.

*** This article is an extract from the book "HOTEL 4.0?- Artificial intelligence, robotics, big data, virtual reality, 5G and automation technologies for a new generation of smarter hotels". You can consult the book or contact me personally for more information on the subject or the sources I have used.