Why new technology is coming to hotels

While technology is being embraced more so now than before, operators need to pick up the pace, Rajan says. It requires a fundamental shift in behavior and mindset among hotel staff.

In Asia Pacific, the uptake of technology has been quicker in markets like Singapore, where manpower is expensive and often in short supply, though adoption still lags other regions.

“Hotels in Singapore already grapple with the challenge of recruiting staff from other countries, and this is further compounded by the foreign worker quota,” says Rajan. “But government support, in the form of grants given when relevant technology is being invested, has proven effective in accelerating adoption.”

In more affordable labor markets in the region, like Indonesia or Bangkok, the scarcity of manpower has also become increasingly evident, prompting more hotels to consider investing in technology, albeit at a slower pace.

“They need to first recognize that technology isn’t perfect and may not perform a task as well as a person, but it’s the next best thing to work around,” Rajan says.

In tandem with technology investments, operators must also revise their processes to ensure that they deliver equal value to guests.

To do that, hotel operators need to strive for the right balance between the technology stack and the “talent stack”.

“Apart from implementing the right solutions, operators must provide upskilling and training opportunities, or hire the right talent who can bring the technology to life and maximize its potential,” says Rajan. “Otherwise, they’ll be paying top dollar for the best-in-class technology without fully utilizing its capabilities.”