Why new technology is coming to hotels

Hotel operators measure their return on technology investment by how it improves the guest experience, particularly in terms of service efficiency.

Take international hotel chain Marriott. Hotel guests using its mobile app can chat with hotel representatives to make requests before, during and after their stay, offering a faster alternative to a phone call where there’s a chance of being redirected or put on hold.

“Technology embraces the customer’s psyche of communicating something when they need something,” says Rajan. “They are more likely to tolerate a slightly longer lead time once they feel that their requests have been heard.”

For hotel owners, the investment in technology is a sound business case that not only brings financial efficiencies, but also achieves a sustainable value proposition in their hotel assets, assisted by technology.

Productivity gains from these investments are crucial, especially in times of rising cost pressures. More than one in five operators across Asia Pacific expect labor costs to increase next year by at least 20% from pre-pandemic levels, according to those surveyed by JLL.