Technology has become the driving force behind many industries over the past decade. As technology innovations continue to transform every industry in the United States, the hospitality industry is certainly no exception. Customer relationship management (CRM) platforms and point-of-sale (POS) tools are examples of ways the industry has transformed from the days of handwritten thank-you notes and simple cash registers. Today’s mobile payments and cloud-based technology are examples of the dramatic changes technology has brought to the hospitality industry. Here are 4 technologies poised to impact the hospitality industry.
1. Biometric authentication
Improving the guest experience is an ongoing initiative for most hospitality businesses. One key technology that is consistently improving and finding applications within the hospitality industry is biometrics. Facial recognition has been valid for some time now; within a hospitality context, seamless processes where authentication can be achieved without a phone, wallet or digital device are becoming a reality. Technology is being developed that will enable diners to leave right after a restaurant meal with the confidence that their bill was paid automatically based on facial recognition, without the need for someone to process the bill and take the payment or pay terminal interaction.
2. Artificial Intelligence (AI)
Gartner, Inc. predicts that, by 2022, 1 in 5 workers will rely on AI to do many of the routine tasks associated with their jobs. Natural voice processing and machine learning have advanced enough to truly interpret questions and deliver intelligent answers. Custom voice programs are getting smarter and more intuitive. AI virtual assistants will be programmed to handle everyday, mundane tasks, thereby allowing humans to dedicate more of their time to meaningful customer service interactions and handling more complex issues for guests.
3. Augmented reality (AR)
Augmented reality will be adopted by the hospitality industry more frequently in the near future. For example, AR-powered signs can help route customers to specific locations, including check-in or pickup points. Some hotels are using AR to make the hotel experience more compelling. Holiday Inn has devised an AR experience related to the Olympics that enables guests to view realistic, virtual representations of sports celebrities by using their smartphones.
Restaurants are getting in on the action. Restaurant chain Bareburger recently ran a Snapchat contest that offered free food to people who posted stories about their Bareburger experience. The restaurant chain also used an AR filter to allow customers to access menu items in detail.
4. Off-the-grid hospitality
Ironically, as more and more technologies are put in place, the concept of “tech detoxing” is gaining popularity. Some hotel chains are offering guests incentives to give up their devices during their “off-the-grid” stay. The concept is that guests will then be better able to relax and enjoy the amenities offered by the establishment and will utilize more hotel services. Customers report that “unplugging” is helping them have a more relaxing and fulfilling experience.
While these and many other exciting technologies are being developed with applications in the hospitality industry, concerns about cybersecurity and privacy continue to plague many industries that are experiencing digital transformation. Cybersecurity is an increasing fear reported by consumers that will need to be addressed as new technologies are rolled out. The future of hospitality will accommodate more advanced, efficient technologies while, at the same time, support human interactions that serve both customers and businesses alike.
Today’s hospitality organizations face a wide range of challenges, from data breaches to Affordable Care Act penalties and more. The experts at March & McLennan Agency (MMA) understand these challenges and are here to help members of the hospitality industry mitigate their risks while enjoying smart and cost-effective insurance programs.
Contact us today to learn more.
Related Industries
HospitalityYou May Also Be Interested In
- Blog
04.13.2021
5 Tips for Avoiding Lawsuits
- Event
04.20.2021
Webinar | Employers Liability: Including Safety and OSHA Considerations
- Event
04.28.2021
Webinar | Business Insurance Market Update
- Blog
04.12.2021
Trenching and Excavation Safety
- News
03.15.2021
Charlie Filisko Featured in Properties Magazine
- Blog
03.04.2021
Brain Injuries in the Workplace
- Blog
03.03.2021
Five Technologies Impacting Safety and Productivity in the Construction Industry
- Event
02.25.2021
Webcast | MMA Q4 2020 Business Insurance Marketplace Update
- Blog
02.23.2021
Q4 2020 US Business Insurance State of the Market Report
- Blog
02.12.2021
Insurance Insights: Manufacturing
- Event
02.09.2021
Webinar | Back to Basics: Insurance Program Options
- Blog
12.16.2020
Insurance Insights: Digital Health & Emerging MedTech
- Blog
12.04.2020
Winter Weather Safety
- Blog
11.16.2020
Q3/2020 Business Insurance Marketplace
- Event
11.05.2020
Webinar | Auto Liability Strategies When Premiums Soar
- Blog
11.04.2020
Beyond the Pandemic: What your broker should be talking with you about right now
- Blog
10.19.2020
Client Advisory: Increasing Cyber Risks in the Transportation Industry
- Blog
10.16.2020
Client Advisory: Dealing with Increasing Cyber Risks in the Biotech Industry
- Blog
10.14.2020
Client Advisory: Dealing with Increasing Cyber Risks in Manufacturing
- Blog
10.14.2020
INSIGHTS Newsletter
- Blog
10.12.2020
Client Advisory: Dealing with Increasing Cyber Risks in the Health Care Industry
- Blog
10.09.2020
Client Advisory: Dealing with Increasing Cyber Risks in the Construction Industry
- Event
10.08.2020
Webcast | A Tale of Two Breaches
- Blog
10.07.2020
Cybersecurity: Managing Risk in the COVID-19 Era
- Blog
10.05.2020
Why HR is a Key Stakeholder in Cyber Risk Management
- Blog
10.02.2020
Network Security & Privacy Considerations When Organization Shift from WFH to Office Environment
- Blog
09.30.2020
Elements of Cyber Insurance Coverage
- Blog
09.28.2020
Cyber Security and Privacy Concerns: COVID-19
- Blog
09.16.2020
Business Interruption Insurance
- Blog
09.04.2020
Insurance Insights: Real Estate & Hospitality
- Blog
09.02.2020
Insurance Insights: Construction
- Blog
08.28.2020
Insurance Insights: Healthcare
- Event
08.27.2020
Webcast | MMA Q2 2020 Business Insurance Marketplace Update
- Blog
08.26.2020
Insurance Insights: Transportation
- Blog
08.24.2020
Q2/2020 Business Insurance Marketplace
- News
08.06.2020
Charlie Filisko's Article Featured in Properties Magazine
- Event
07.21.2020
Webcast | Senior Care - The New Normal
- Event
06.25.2020
Webcast | Navigating the Cyber Liability as Organizations Return to the Workplace
- Event
06.25.2020
Webinar | Paycheck Protection Program- Q & A Town Hall
- Event
06.18.2020
Webcast | Navigating the D&O Market Through Unprecedented Times
- Event
06.04.2020
Webcast | Navigating Challenging Business Insurance Market Shifts
- Blog
05.18.2020
Q1/2020 Business Insurance Marketplace
- Event
04.30.2020
Webcast | COVID-19: Managing the Impact- Weekly Update 4.30.20
- Blog
04.23.2020
Workers’ Compensation Insurance
- Event
04.06.2020
WEBCAST | Cares Act Overview
- Event
03.26.2020
WEBCAST | COVID-19: Navigating Insurance Implications
- Event
03.24.2020
Webinar | Navigating the Coronavirus and Managing the Impact
- Blog
03.24.2020
MMA COVID-19 Coverage 2020
- Blog
01.15.2020
Business Insurance Marketplace Outlook 2020
- Blog
10.14.2019
Tornado Preparation and Recovery Tips for Ohio Businesses
- Blog
10.09.2019
FDA to Begin Food Defense Plan Inspections on Food Facilities in 2020
- Blog
08.02.2019
Podcast | Choosing Your Broker
- Blog
03.28.2019
Five Trends in the Business Aviation Industry
- Blog
02.25.2019
Top Challenges Facing the Banking and Financial Services Industry
- Blog
02.19.2019
How Technology is Impacting the Wholesale Distribution Industry
- Blog
02.08.2019
Businesses Required to Obtain a Spotted Lanternfly Permit
- Blog
01.16.2019
How Technology is Reshaping the Agriculture Industry
- Blog
01.11.2019
Is Ocean Wave Power the Next Big Thing in Renewable Energy?
- Blog
12.19.2018
Does Your Company Know What To Do After a Cyber-Attack?
- Blog
12.14.2018
New Algorithms to Spot Fake Pictures for Insurance Claim Verification
- Blog
12.10.2018
Digital Transformation Unlocks New Opportunities for Financial Services Industry
- Event
10.25.2018
Framework of a Cyber Breach
- Event
10.18.2018
Workers Compensation Red Flags
- Blog
10.17.2018
What's Keeping CEOs Awake These Nights?
- Blog
07.24.2018
Mid-Year Economic, Insurance and Risk Management Marketplace Update
- Blog
07.05.2018
Construction Industry Employee Engagement
- Blog
06.28.2018
Subcontractors without Workers’ Compensation Coverage May Cost You
- Blog
05.11.2018
Drones: The New Highway in the Sky
- Blog
05.10.2018
Identity Protection: The Right Voluntary Employee Benefit
- Blog
05.09.2018
Flood: Understanding the Risk, Navigating Insurance Options
- Blog
05.08.2018
GDPR is Coming. Are You Ready?
- Blog
05.08.2018
OSHA Compliance Alert
- Blog
05.07.2018
Consider the Fair Labor Standard Act for Internships
- Blog
04.30.2018
Plan Sponsor Quarterly Calendar
- Blog
04.25.2018
Hours of Service Rules for Commercial Drivers
- Blog
04.24.2018
Severe Weather: Why it Matters
- Blog
04.17.2018
Understanding Your Investment Policy Statement
- Blog
04.17.2018
Preparing for a Product Recall
- Blog
04.04.2018
Electronic Logging Devices - A Hacker's New Window?
- Blog
04.03.2018
Aviation CGL Coverage and Contracts
- Blog
03.21.2018
Recap of MMA Seminar: Employment Law 2018
- Blog
03.13.2018
Understanding Your Aviation Policy: There's More to Consider Than Price
- Blog
02.01.2018
Construction Contracts
- Blog
01.31.2018
Texting While Driving
- Blog
10.06.2017
The 4 Myths of IT Data Security
- Blog
09.25.2017
Catastrophic Disasters
- Blog
09.25.2017
Got Hail?
- Blog
09.15.2017
Cyber Breach - Equifax
- Blog
09.05.2017
Employee Retention
- Blog
02.01.2017
A Gap In Coverage
- Blog
10.17.2016
Drones expand business' horizons - and their liability