Exceptional Customer Experience – With extensive data, you can provide personalized customer experience through tailor-made messages and offers, as customers nowadays consider personalization the default engagement standard. Plus, customers praise conversational approaches that keep both parties in touch and create one-on-one interaction.

Digital transformation is a competitive advantage. There are 13% more chances that the guest will stay in the same hotel again if he/she feels the hotel management understands them because your modern guest wants to be empowered, delighted by amenities, engaged and heard. 

Improve Business Performance Considerably –

As a hotel owner, you can thrive shortly through automation and optimization of various processes, understanding customers, and by getting detailed insights into their behaviour. You will be able to assign tasks to tools and software without relying upon a large number of staff, for all these purposes Quoality is an outstanding platform.

To illustrate, if you are leveraging a (Quoality)guest journey automation tool, it will assist in designing campaigns on user attributes, automate engagement across diverse platforms, assist in payment collection, encourage positive reviews, and showcase detailed reports, thus boosting conversions while keeping everything on track and organized at the same time. 

Enhance Communication & Transparency –

Good communication delivers a great guest experience, it describes that you are paying attention and willing to solve their issues. It’s not only helpful to interact with the guest; instead, keep your staff and business goals in the same direction as your staff is the one who deals with the visitors and performs some most crucial work. 

You can stay connected with guests and send them updates, new events, holiday discounts, seasonal packages, and ask feedback or any other improvement. This will create a memorable impact in the eyes of guests and portray your trustworthiness and credibility. 

Cost Reduction Without Quality Degradation –

Some businesses are unaware of the secret of maintaining low costs without compromising quality, and staff layoffs by adapting new models through integrating automation which is the key that allows your staff to focus on more essential activities and take the load of multiple manual works. For instance, you can make the check-in and check-out process seamless through automated notifications or messages, as around 56% of guests prefer digital contacts while arriving and departing.   

Miscommunication can be avoided between staff, leading to poor relationships and less effectiveness; this can be eliminated with direct chat modules and task delegation that can be seen on the same page by other employees. Such methods save additional expenses with tech transition. 

Current Applications of Digital Transformation In Hotel Industry

This is the period of the fourth industrial revolution, an introduction to new technologies, including the internet of things, artificial intelligence, robotics and virtual reality.  This has significantly given a modern face to the hospitality industry, especially after the Covid-19 pandemic.  That is now reshaping customer experience through cutting-edge digital equipment. 

Internet Of Things –

IoT is offering integrated services in hotels such as voice assistant devices, light and fan switches, temperature settings, and automated door lock systems through the connection of networks that guests on their devices can monitor. Furthermore, now IoT is going beyond convenience through continuous tracking of real-time data of customers (routines, preferences and habits). 

Such data delivers highly advanced and sophisticated features for excellent services. Plus, IoT in locational information helps to send personalized recommendations according to the customer’s geographical location (it is part of location-based services).

Virtual Reality & Augmented Reality –

VR & AR is another benefit of digital transformation in healthcare industry and very stimulative tools for customers. VR is the massive change in digitalized guest experiences with digitized guest surroundings. One example is wearing a VR headset and cursor on the system to examine the 360-degree view and layout of the hotel room.  without visiting the actual hotel; thus, customers get a chance to experience it before booking the actual place.  

VR focuses on the virtual environment, whereas AR deals with the physical environment. Currently, AR is mainly used for entertainment in the hospitality industry. Its one example, Best Western Hotel Group implemented AR & Disney star for children on their property; while children explore different areas of the hotel, they could see different Disney characters in specific spaces. 

Robotics – Robots play diverse roles in the hospitality industry, like disinfection robots to kill bacteria and viruses for a clean and safer environment. Furthermore, robots assist hotel employees in transporting luggage, delivering orders to rooms, arrival greetings, and more. Such robotic technology is already equipped with AI and machine learning that is able to interact with people and respond immediately. 

Robotics is novel to the hospitality industry; however, constantly developing to cope with various dynamic conditions. Its small example is chatbots on websites and apps that assist users in their queries and issues within a few minutes and resolve the problem immediately or within no time.  For a more personal touch, such chatbots reply in personalized messages. 

Automation Tool & Software –

All three digital technologies are undoubtedly improving customer satisfaction; nonetheless, there are some challenges with them, like high cost and security problems, and privacy is one more concern while relying on these systems. Although hotels, hostels, and resorts can equip themselves with guest journey automation tools. This is the latest trend in automation services to boost productivity and bring massive impact. 

Such automation tools can be connected with PMS (Property Management System).  which facilitates day-to-day operations and is viewed as a source of success in the hospitality industry. These softwares assist in managing guest data, payment processing, guest booking, customer management.  Most importantly, driving additional revenue with low cost-consumption. 

Challenges To Consider While Embracing Digital Transformation 

Security could be a primary hindrance as technologies such as AI and IoT are highly interconnected.  Which are prone to cyber-attacks and comes with the vulnerability of interlinked networks. Problems in a single device become a reason to damage other networks and big technical glitches. Thus, hospitality owners must be well-prepared with the security resources of digital mechanics by adopting high-security software to reduce vulnerabilities. 

Another issue is privacy, currently, privacy is not subject to compromise, customers are progressively aware of their data privacy.  And protecting customers’ data is corresponding to securing customers’ trust. Any leakage of stored customers’ data can result in adverse consequences. Whereas strong privacy policy and clear transparency clarify what data will be compiled and transferred.  Which gives assurance to customers that their privacy is in trusted hands.   

One more associated challenge is high-cost of deploying digital technologies. For small and medium-sized businesses digital transformation in the hospitality industry may require significant investment(such as VR headsets and hardware).  Thus comparison between diverse digital tools is critical for wholesome benefit. Small hospitality businesses can analyze which cost-efficient adopted technologies suitably works for them to make sure of their profitability.

The last problem which is ignored by many hospital practitioners is maintaining a balance between in-person interactions and digital convenience. To examine this factor consider which services can’t be replaced by digital applications and tools.  And need the incorporation of human services for better customer services.


According to research, 85% of guests feel more comfortable when hotels harness technology.  Bringing digital transformation in hotel industry is today’s necessity for successful hotel management. 

As now the days of manual work are evolving, and enterprises are opting for an all-in-one approach to digital solutions. Digitalization can help you get more customers and support you in achieving your long-term goals. 

Before choosing any digital strategy or investing in any of the technology mentioned earlier.  You must consider your objectives and other factors that define the growth of your hotel business. In case of any hindrance or struggle, we are here to help you. 

Quality we offer incredible guest experience automation tools that ensure desired.  Guest experience with or without PMS empower hotels to manage all their daily tasks under one roof. 

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