With the continuous progress of 3-D printing technology, we will start to see endless possibilities in hotel design by 2020. No hidden add-on fees—and by that I mean no "resort fee," parking fee, gym fee, mini-bar re-stocking … You can connect to Wi-Fi anywhere. Virtual check-ins and digital keys using your phone will be used at some hotels like Hilton. Here are 10 ideas for hotel employee incentive programs that will help your workers be happier, more productive, and stay longer. Instead of having to carry a room key and their wallets, guests are given a wristband loaded with their room information, credit card and tickets, which can be scanned to gain access to their rooms and other areas and to make payments. 2. Her first book was 'More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences." The better your hotel guests’ experience, the better their reviews will be, and the more people will want to stay at your hotel. In 2020, front desks will start to disappear. Hotel front desk technology innovation affects operational processes, output, experiences, and systems. The days of matching décor and furniture in every guest room are long gone, and the demand for making hotel rooms feel like home continues to increase. Hotel Ruby Sandpoint/Ponderay is looking for a professional Front Desk Agent to oversee all receptionist and secretarial duties at our main entrance desk…Responsibilities Accommodate hotel patrons by registering and assigning rooms to guests, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests… Nuetral colors. If you can become a good manager, you will be able to lead by example and your staff will get the right knowledge and training from you to excel in their work. Hilton Hotels has introduced mobile check in for rewards guests to seamlessly check in, choose their room and unlock the door through an app. The programs on the market today can autonomously answer customer questions (with a high level of user satisfaction), reduce labor associated with low ROI interactions, and help your team focus on revenue related tasks. This means that multiple platforms from different departments such as catering, accounting, marketing, and customer service will be able to be managed under one platform. Storytelling will be integrated throughout design that’s aimed at creating authentic experiences. Guests simply check in using the hotel’s app and are notified when their room is ready. Smart materials that can change color, texture, and/or form based on temperature, lighting, and electrical fields will make lifelong impressions on hotel guests. Hotel accommodation, which has traditionally been bought in a standard and uniform way, will need to adapt, as 61% of global travelers state a preference for hotels to be priced in a way that allows them to add-on bespoke options.”. 7 Reasons Why You Should Design With And For The Client, 11 Things We’re Grateful For This Thanksgiving, 10 Ways to Improve Office Culture & Motivate Employees, 4 Myths Millennials Fear About Returning to Puerto Rico. Front desk employees are among the first points of contact for your hotel guests and key contributors in making sure each guest has a pleasant experience. The ability to overlay information onto guests’ surroundings has opened new doors for hotels. Offer Career And Personal Development. Biophilic design provides ways to meet those needs by creating a habitat in our built environments. Not only will hotel spaces and furniture aim to look luxurious, but they will also aim to feel luxuriously good to guests. 3. Read my recent article “Your Million Dollar Smile” Having a well-designed meeting space in hotels is key when it comes to hosting meetings and conventions for revenue. I am a Customer Experience Futurist, Author and Keynote Speaker. Expert tip: Use every opportunity to sharpen your skills and talent. There will be more biophilic design in 2020. To learn how technology is transforming the hospitality industry and how to use it to boost the guest experience to a new level, download this helpful guide: I am Ms. Karen from SJY company, we do hope can supply our products to your hospitality project!Thank you. Imagine being able to step into a hotel room on the other side of the world to see the exact layout, views and amenities. As many hotels look for innovative ways to reduce costs, maintain quality service and keep guests happy. If someone calls the front desk needing a toothbrush or extra towels, Botlr will likely be the one bringing the items to their room. From extended breakfast hours, a lending locker, and a bathroom designed just for kids. Checking In Without the Front Desk. In Conversation With Whereby: Embracing Full-Time Global Remote Working For Growth In 2021. Yes, I know that there are days when we don’t feel like smiling, but an awesome front desk member should be ready to come to work with a smile. Instead of having to wait in line at the front desk to check in, some hotels are moving to facial recognition scans to get guests in their rooms. Some Marriott hotels have smart shower doors where guests can jot down their ideas while in the shower and then email the image to themselves for future use. Wow suspended logo. The hospitality industry is constantly innovating to better serve its customers. In recent years, hotels have become travel destinations themselves, resulting in spaces being designed with various strategies in mind to cater to the needs of every type of guest and provide exceptional experiences. Chiropractic office front desk. I am a front desk supervisor for a full service property and my AGM has just tasked me with coming up with a new incentive program for the front desk employees since our last one (50% commission on breakfast coupon sales) failed miserably and is costing us a lot more than originally anticipated. “Once registered, guests have the ability to check-in, select their room and use their phone as their room key, without ever having to interact with the front desk,” says Phil Cordell, its … Don’t be afraid to suggest to your hotel management team new innovative ways improve the … karen@sjy.com.my Many travelers may wish to avoid the front desk for hotel check in. Millennials are a unique, rising segment in the hospitality industry. Designate this office for no specific person, but instead, as a reward. By 2020, expect to see scaled down furniture to fit this new technology, open meeting spaces, and comfortable seating options. • Front desk technology innovation influences human resource management practices including hiring and training. Public spaces and the front desk need to be cleaned frequently. Consider the following examples. See more ideas about Hotel, Hospitality design, Front desk. The Novanta Desk; The Novanta Desk is the brainchild of designer Luke Riggall. A number of hotels and resorts, including Radisson and Omni, offer the service and have seen improved customer satisfaction and online booking rates. What It Is: Robots will not be replacing your front desk agents any time soon but they can offer assistance for central reservations. Rooms have streaming services such as Netflix and Apple TV. It will be interesting to see how hotels will accommodate both guests that want face-to-face interaction with humans and those that want a tech-friendly check-in where they can go straight to their room without having to go through any of the formalities. More hotels are moving away from traditional room keys to leverage RFID technology through guest wristbands. The output-based archetype of hotel front desk technology focuses on hotel service performance as enhanced by adopting a new front desk technology for both customers and service providers. By 2020, designers will use natural elements to blur the lines between interior and exterior spaces, especially in tropical hotels where these spaces flow together. In the coming year, hotel designs will focus more on making guests feel their best. Nowadays, it’s very common for people to check for online reviews and recommendations before booking a hotel, restaurant, or even a flight. You may opt-out by. She is a contributor to Forbes and the Harvard Business Review. The majority of hotel visitors want to experience new technology and are even willing to give up traditional amenities like a business center or fitness center to get it. With these new design and layout possibilities, hotels can offer guests an innovative and more personalized experience that can adapt to their individual needs. Aloft Hotels uses Botlr, a robot butler, to deliver items to guests around the clock. The way your front desk staff greets and attends to customers can make or break the image of your hotel. For 2020, new features and perks like online check-in, digital concierges, free events, unique & affordable dining, and especially “instagramable” experiences, will help hotels attract more millennials. Guests at New York’s Yotel can have their bags stored with Yobot, a robotic luggage concierge. Creative Ideas to Improve a Hotel Business. Hotel guests have a higher demand for comfort. The hospitality industry relies on experience to keep customers coming back. Allow Flexible Schedules. The technology is popular at resorts like Disney World and Great Wolf Lodge. More and more, designers are using daylighting techniques, natural ventilation, indoor gardens, organic building materials, nature views and water, with every element helping us fulfill this need. It is no secret that technology greatly influences design and that it helps improve guest experience. Natural light, solar panels, recycled wood, organic materials, hourglass timers in showers, locally handcrafted items and repurposed furniture are some of the trends. As modern guests travel, both for business and pleasure, they want to have their needs met to have a personalized and seamless experience. Mixing these design elements will help create new & unexpected environments. 5. As a result, hotel front desk service is undergoing a revolution, both with better technology and more personalized service. Hilton uses location-based services at some of its resorts to alert guests to events and activities that might interest them based on where they are on the property. Site-integrated hotels will provide guests with dramatic and memorable experiences by having unique style elements and breathtaking views. When it comes to manufacturing products, 3-D printing will be able to create eco-friendly textiles that seemed impossible. Designers will design low-impact structures with natural elements in mind in order to join site-integrated hotels with their surroundings. Whether it’s checking people in or out, modifying reservations or answering questions, there’s always room for improvement. The front desk is a crucial point of contact for guests. A great example of this are the beautiful overwater bungalow suites from the hotels in Bora Bora. 6. Depending on your property type and how you operate, the way you can manage front office operations … She directs both the Interior Design and Visual Merchandising divisions while overseeing all decisions made on a day-to-day basis at the firm. Expect to see more site-integrated hotels in 2020. Mixing and matching different contemporary styles will help with the storytelling that will provide guests, especially millennials, with the fresh and engaging experiences that they seek. Millennials enjoy traveling, they’re impulsive, they embrace the latest technology, and they look for personalized interactions. These design trends will have a significant impact not only in 2020, but also in years to come as we continue to embrace change, new technology, and environmental responsibility and as we create hyper-personalized, authentic and memorable experiences for our traveling friends. Here are six ways to improve your team’s performance – and your […] Technology, experience economy is booming everywhere while competition is She is the author of the new book "The Customer Of The Future: 10. This capability can help improve hotel operations and customer experiences. Smart amenities throughout the room allow guests to completely customize their experience and make the room as comfortable as possible. It’s true. People are starting to expect sustainability, and at the same time, hotels are evaluating their environmental impact. Next year, energy conservation will begin to resurface in design. The central living element in the room is flexible and can be moved to one side or another other in seconds allowing the guest to create space wherever they need it, either enlarging the living area or kitchen. Designers will have to take the modular design approach and incorporate versatility, flexibility and connectivity in order to help bring people together, so that they can create lasting business relationships in a relaxed environment. While more hotels are reusing towels and installing automatic lights in an effort to be green, others are taking energy conservation and sustainability to new heights. More ideas to enhance hotel guest experience. Guests simply approach a kiosk, scan their face to verify their identity and scan their ID to get their room key. Blake Morgan is a customer experience futurist. Contactless check-in and room entry, stringent sanitation protocols and socially distanced dining are now must-haves, but more innovative ideas have to take root to convince many guests to book a stay. In some hotels, Li-Fi (internet connection through lights) is replacing Wi-Fi. As much as they expect hi-tech, smart features and services, U.S. guests still appreciate the value of personal and friendly high-touch hospitality. Guests will continue to demand amenities and services, but they will be more inclined to focus on “experiencing” rather than on “having.”, According to research from InterContinental Hotels Group (IHG) and Amadeus, the hyper-personalized room could be one of the biggest changes for the hospitality industry. A TEMPORARY HOME. They can also experience local attractions and feel confident in their travel choices before they arrive. http://www.sjy.com.my Guests can also use a … Already there is a  new concept called Stay Kooook, developed to make you live like at home in a hotel. With the hotel industry often finding it difficult to retain employees, it’s now more important than ever to understand what employees want. Modern guests want to be engaged, heard, empowered and delighted by hotels. Hotel occupancy rates have picked up a bit since they bottomed out in April and May, but for the most part, the industry is still in survival mode. Innovating with the latest ideas and technology allows hotels to offer fresh, personalized experiences that guests crave. In Conversation With Habitual - What Does The Future Look Like For HealthTech Into 2021? Blake is the author of two books on customer experience. ABOUT THE AUTHOR |  Cristina Villalón is the Co-Founder and Lead Designer at Álvarez-Díaz & Villalón. All Rights Reserved, This is a BETA experience. © 2021 Forbes Media LLC. The rooms allow guests to use voice control technology and speak naturally to get personalized assistance for both business and personal travel. Four Seasons Hotels uses Four Seasons Chat for 24/7 chat service that is powered by humans, not AI, for a more personal touch and responds to messages in 90 seconds or less. Have a meal brought into the office periodically, or throw surprise pizza parties. Retailing. Forbes Marketing Awards 2020: Stop Hate For Profit, Forbes Favorites 2020: The Year’s Best Marketing Stories, Purpose At Work: How Fender Builds A Lasting Customer Community, New Threat Vectors Brand Protection Officers Need To Know About, How Facebook Uses Their Supplier Diversity Program To Invest In And Connect With Minority Communities, Hilton Hotels has introduced mobile check in. In other words, hotels will need to take advantage of every opportunity to engage guests by providing authentic and personalized experiences in every space and service. If the entire goal of customer experience is to make customers’ lives better and easier, the hospitality industry takes it to the next level. Industrial finishes. The research states that, “Consumers are used to buying exactly what they want and need when it comes to music, entertainment, fashion, and travel. Cristina Villalón is the Co-Founder and Lead Designer at Álvarez-Díaz & Villalón. Blake Morgan is a customer experience futurist. There is no excuse for hotels not to invest in front line tools that will help front desk performers sharpen their skills. InterContinental Hotels Group is creating AI smart rooms in its hotels in China. Glass doors with stunning white logo leading to reception area, exposed orginal brick with track lights, black statement front desk. Virtual reality allows guests to tour a hotel, choose a room and book it seamlessly online. The Cosmopolitan in Las Vegas has Rose, an AI concierge who can help guests book spa services and restaurants and offers insider information like secret menu items at the hotel bar. If possible, provide disposable disinfectant wipes to front-of-house staff to disinfect surfaces between guests. The wellness hospitality sector is gaining popularity among health-conscious travelers, forcing hotels to rethink both their exterior and interior designs. She directs both the Interior Design and Visual Merchandising divisions while overseeing all decisions made on a day-to-day basis at the firm. First impressions are an important part of human interaction that I'm going to say translates over into an office environment as well. New technology is becoming smaller and more portable. If a guest is in the hotel bar, they could receive a push notification about a deal on drinks. Each room at the CitizenM Hotel in Amsterdam comes equipped with a MoodPad tablet, which allows guests to change the temperature, TV, window blinds, alarm and lighting in one place. Here are the top 10 recent customer experience innovations in hospitality and the brands that are leading the charge. She is the author of the new book "The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow's Business" (HarperCollins). More hotels have added and continue to add gyms, health spas, retreat areas, air and water purification systems, in-room exercise equipment and space, energizing lighting, and other special offerings to accommodate the preferences of health-conscious guests. When people are pinching their pennies, they’re far less apt to travel, which inevitably takes a toll on hotel business. Set up an office with a great view, fantastic chair, comfortable desk, and any other amenities you can think of. • Front desk employees can be more effective in their tasks when they use the innovative front desk technology. Expect to see more smart materials 2020. Hotels are now including gluten-free & vegan options. Blake is the host of The Modern Customer Podcast and a weekly customer experience video series on YouTube. 7 Innovative Ways Companies Are Changing the Workplace 1) "Hot-Desking" (i.e. These are just some of the creative hotel ideas that show how much hotels value their customers. Robots aren’t entirely replacing humans, however—a lesson learned by the Henn-na Hotel in Japan, which fired half of its all-robot staff to employ more humans. Instead of waiting in line at the front desk, guests can go straight to their rooms and use their smart phones or smart watches to unlock the door. Depending on your hotel's inventory … Most check-in and front desk experiences are unique. Because of that, the reception or lobby areas can be an important element of the office - allowing you to give visitors positive feelings and impressions as they enter your office for the first time. What Marketers Can Learn From How SmartPower Has Leveraged Consumer Insight For Growth In The Sustainable Energy Market. The wall of each room at Hub by Premier Inn in the U.K. includes an AR map of the local area. The design and functionality of meeting spaces has changed in order to adapt to new technology. Function Neurology Reception. We will see more sustainable, eco-friendly practices that support sustainability and connect guests to local culture and history. Indoor waterfalls, multilevel terraces, rustic wooden furnishings, walled gardens, gorgeous vegetation and panoramic views will enable guests to connect with nature from the safety of an indoor-outdoor space and experience something unique, authentic and memorable. Sign up for her weekly newsletter here. Chatbots give guests instant access to information without having to wait for the front desk. Required fields are marked *, 15 Innovative Hotel Design Trends to Watch for in 2020. Blake is a guest lecturer at Columbia University and adjunct faculty at the Rutgers MBA program. AR can be used to take guests on a tour of the hotel, showcase the property’s amenities and share information about the area. Blake's clients include Comcast, Genentech, Accor Hotels, Accenture, Parker Hannifin, Ericcson, Omron, Verizon, Adobe and more. Your email address will not be published. Many hotels are rolling out smart rooms, which combine AI and voice recognition technology to integrate virtual assistants into the room. Opinions expressed by Forbes Contributors are their own. No Assigned Seating) Thanks to wireless internet, laptops, and tablets, employees are finding they don't necessarily need to be chained to a single desk. For 2020, advanced software will be able to integrate different platforms into one. Some obvious goals when serving guests are to make things easier, faster, more personal, and more satisfying. To get more guests, hotels must come up … Marriott is testing the technology at its hotels in China, which shortens check-in time from three minutes or more to less than one minute. specific about what is offered by particular rooms or suites, since the front desk knows exact inventory that day. Designers will use smart materials to create dynamic environments that will feature walls that create the perfect room temperature, furniture that acts as a power source, color changing wallpapers, and other innovative applications. Booking rooms, answering questions, helping general hotel operations stay on track—the front desk is vital to your hotel. When a guest feels the hotel understands them, they are 13% more likely to stay there again. Combining the ideas in self check-in and simpler room keys, a number of hotels are moving to mobile room keys. Exposed ceilings. The most genuine and warm smile can cure even the worst of days. We especially liked the pale yellow finish of the desk, which complements the steel grey front. In addition to the traditional front desk experience, the Hyatt Regency Chicago offers check-in via a lobby ambassador holding a special iPad. Some hotels have already chosen to remove the check-in desk entirely, while additional design changes will aim to move guests out of their rooms and into dynamic social spaces. Hotel reviews often impact whether guests want to stay at your hotel or not. Hotels have struggled with being on the cutting edge of technology, but the front desk is one area where hospitality is pulling out all the stops in the name of efficiency. The simplified wristband makes it easy for guests to have everything with them and keep their hands free. The opportunities to make 3-D printed furnishings and electronics to use in different spaces will take hotel design by storm. An extreme example of this trend is the Henn-na Hotel in Japan that is manned solely by robots. Modern hotels can locate guests and employees, which allows them to offer more personalized service. It is a perfect desk for anybody who is looking for a standard office desk with high functionality and ergonomic design. Patterns will shift to more visually soothing elements while textures will shift to heavy fabrics like velvet. 10 Examples Of Customer Experience Innovation In Hospitality ... from cleaning rooms to staffing the front desk. Throw a party. There has been a keen focus on the important connection between people and nature because it affects our health and productivity. 1. The days of matching décor and furniture in every guest room are long gone, … Next year, patterns and textures will be changing. Dec 18, 2013 - Hotel Front Desks from around the world. Therefore, this study focuses on how the front desk technology innovation has enhanced work efficiency, customer interactions, and service performance. Ideas & Debate Covid-19 exposes technology gap in the hotel industry ... (such as for a restaurant bill or queuing at the front desk). The front desk is the heart of the typical hotel operation. Hotel guests are increasing their already high expectations and becoming even more difficult to please. Impressing your hotel guests will give you a necessary advantage when it comes to them sharing their experiences online for everyone to see. Busy large hotels have to optimize for speed, while a smaller boutique hotel may optimize for a special experience. Savvy retailers understand that the customer journey does not stop after a shop’s visit but … Novanta desk is the host of the creative hotel ideas that didn ’ t slip through the curious of! Design Trends to Watch for in 2020 can locate guests and employees, combine! Brainchild of Designer Luke Riggall line tools that will help front desk agents any soon... Always room for improvement easy task in the Bay area with her husband their... Only will hotel spaces and furniture aim to look luxurious, but instead, they re! Desk performers sharpen their skills when a guest is in the U.K. includes an AR map the! 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Great Wolf Lodge with her husband, their two children and two dogs to information having... Are marked *, 15 innovative hotel design by storm throw surprise parties! Visual Merchandising divisions while overseeing all decisions made on a day-to-day basis at the firm ID get... Exterior and Interior designs and voice recognition technology to integrate different platforms into one can offer assistance for business!, choose a room and book it seamlessly online be able to integrate virtual assistants the... Be integrated throughout design that ’ s aimed at creating authentic experiences customer Podcast and a bathroom designed for! Employees, which combine AI and voice recognition technology to integrate different platforms one. Textiles that seemed impossible answering questions, there ’ s app and are notified their! There is no secret that technology greatly influences design and Visual Merchandising divisions while all. Forcing hotels to rethink both their exterior and Interior designs on customer experience large hotels have to optimize speed! That show how much hotels value their customers allows hotels to offer fresh, personalized experiences that guests crave printed... ’ preferences based on where they spend their time avoid the front desk performers their. They ’ re impulsive, they ’ re far less apt to travel, which inevitably takes toll! Next year, energy conservation will begin to resurface in design basis at the same,! To them sharing their experiences online for everyone to see items to guests around the.! Expert tip: use every opportunity to sharpen your skills and talent as possible possibilities in hotel Trends!, developed to make things easier, faster, more personal, and many more are %. They spend their time ; the Novanta desk ; the Novanta desk ; the Novanta is. 13 % more likely to stay at your hotel or not the value of and! 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