Intelligent service will be the norm at the hotel of the future

John-Michael Jenkins

Director, Product Marketing, Hospitality, Amadeus

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Everything in the travel industry is getting smarter. Hotels are riding this wave of innovation by taking advantage of technology trends to create better, more intelligent guest experiences.

 man standing in front of the window


With over 4.77 billion mobile phone users estimated worldwideby 2017 and 350 billiontext messages monthly, the growth in mobile is rapidly becoming the biggest trend in hotels. A lot of people prefer to text than to call now, so hotels are implementing messaging services so guests can message the front desk, or the concierge, with their specific request. Ourpartnership with Zingle, for example, is revolutionising guest communications and experience in this respect.


What will guests be able to do?

Guests will be able to text hotel staff directly, without the need to download an app, making requests easily and quickly. Guests can simply text when they want room service, when their TV is broken, or when they would like fresh towels. The more guests become comfortable with texting the hotel for their needs, the engagement between guests and hotel staff increases – which ultimately results in a higher overall level of satisfaction for the entire hotel experience.

Additionally, with the right configurations enabled, guests will be able to also order room service via their mobiles and have it in their room the moment they arrive at the hotel. When they’re finished, they’ll be able to simply place the tray outside their door and be confident housekeeping will collect it immediately - because the tray has a little sensor that knows when it is outside. This sensor sends a notification to housekeeping, alleviating the unsightly mess of a hallway full of dinner trays.

Endless possibilities

There are more possibilities: even towels could be tracked. Using Radio Frequency ID (RFID) technology, hotels can track the whereabouts of towels. The chip is read by sensors in the hotel room, and can be used by housekeeping to see if towels need to be replenished. The hotel can then gauge how often a guest would like their room serviced without asking them. Real-time tracking of cleaning services means you can get into your room quicker and thus, hoteliers will reap rewards in guest satisfaction.

This is just the tip of the iceberg when it comes to tech in the hotel space. Check out theAmadeus Hospitality websiteto find out more and let us know some of the trends you see on the horizon for hoteliers.


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