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Advertisements have played a pivotal role in shifting audience perception about a product. Besides, advertisements are inevitable and omnipresent: while walking the street, while listening to music and an irritating 15-second ad jumps out (which sometimes ruins your experience), before watching a YouTube video…

There are several advantages of advertising, including:  

- Influencing individual lifestyles and the level to which an individual wants to display himself or herself in a socially acceptable manner.
- Promoting persona and lifestyle as well as products and services. 
- Informing the public about contemporary lifestyles, visuals, and current trends. 

## The effect of ads on consumers 
It is important to understand the impact of advertisements on consumers. Some of the statistics will be further illustrated in the following infographic: 
![1](//images.ctfassets.net/q5m53pi41ft0/2dasBs1VjsQ4rKDJmy8jkf/12e446e883490e43403fede37d88734c/1.png)
*Source: [Smallbizgenius](https://www.smallbizgenius.net/by-the-numbers/advertising-statistics/); [Clutch.co](https://clutch.co/)*

Different types of ads also have different effects on audiences. Some businesses incorporate humor into their marketing campaigns. However, some humorous content might overshadow the message the business wants to convey. Sometimes, humorous ads might not have the long-lasting effect on consumers compared to other types of ads.  
![2](//images.ctfassets.net/q5m53pi41ft0/4ByQYRiOBSq1XWymZdfeFn/b666f080f266d025857f2f8fad90f699/2.png)
*Hilton hotel ad. Image source: [KillMarketing](http://killmarketing.com/in-time-for-the-holidays-hotel-ads-then-now/). *

Besides, consumers perceive ads differently, since it depends on their mood. [Research](https://www.encyclopedia.com/social-sciences/applied-and-social-sciences-magazines/mood-congruent-recall) reveals the effect of mood congruency, which explains how our moods affect how we retrieve and store information. According to this effect, seeing a pleasant program stimulates and boosts the accessibility of other good content stored in the viewer’s memory. 

## So, what are the advertising strategies hotels could adopt? 
There are 5 things to keep in mind before and while implementing advertising strategies for hotels. 

### Target audiences 
Firstly, the hotels would have to identify the appropriate target audiences to promote their business. For instance, a student hostel cannot aim for wealthy audiences, and fancy resorts might not want to target people with low income. Therefore, it is important to do research into target audiences that suit the purposes and the values of the hotel. 

![3](//images.ctfassets.net/q5m53pi41ft0/5Etgfp2cL0tzGoFUAqAdV0/0a033b7c9f1e4855a5f8704bc8515ba2/3.png)
*It is important to do research into audiences to implement appropriate marketing strategies. Image source: [Survey Sparrow](https://surveysparrow.com/market-research/). *

### Channels of communication 
Besides, the channels of communication are also a factor that determine the success of the advertisement. Traditional media is not obsolete as many might assume. [CNB Catalyst](https://cnbccatalyst.com/why-moving-your-ad-spend-away-from-tv-can-cost-you-more-than-you-think/#:~:text=TV%20advertising%20builds%20brand%20fame,money%20away%20from%20traditional%20mediums.) reveals Google, Facebook and Netflix spent 60% of their own marketing budgets on TV ads in the UK. TV advertising raises brand awareness and keeps businesses in your mind for considerably longer than a paid ad or search result.

### Budget and location of ad display
For hotels with a small budget, they could increase outreach by __displaying ads on airports, or collaborating with other hotels__ and display advertisements on various locations, such as on the billboards or leaflets. It is also possible to integrate with other businesses such as in restaurants or airports to help hotels target different audiences. In relation to displaying ads at airports: __[Economic Times](https://economictimes.indiatimes.com/industry/services/advertising/airport-ad-rates-touch-the-sky/articleshow/4266118.cms?utm_source=contentofinterest&utm_medium=text&utm_campaign=cppst)__ reveals that travelers tend to pay attention to outdoor media, with more than 75% of them noticing airport signs and advertising displays.
![4](//images.ctfassets.net/q5m53pi41ft0/edDohry0lI0BwhYXBXqcZ/6ed9a2bc5b2baf8062d774d35d71cbb6/4.png)
*Hotels could adopt several marketing channels to reach potential guests. Image source: [Marketing91](https://www.marketing91.com/6-main-types-of-marketing-channels/).*

For hotels with a __larger budget__ and might not be hesitant to spend on promotion, traditional media (TV commercials or event sponsorship) are what to aim for. By having a more substantial amount of budget, these strategies can maximize the effect of advertising to consumers. 

### Combination of traditional and digital advertising
Disclaimer: this does not mean that hotels should not focus solely on traditional media and start overlooking __the power digital advertising holds__. Hotels could show how they could cater for guest needs and pay attention to the message and the visuals in the advertisements. 

### Online websites and audience interactions 
Hotels should aim to display ads, promote suitable persona and lifestyles depending on the target audiences. And finally, __creating online websites__ and social media platforms such as Instagram, Facebook, LinkedIn, or even TikTok to interact with audiences are also an effective way to gain more attraction. 

## Conclusion
Consumers are exposed to an array of choices. There could be thousands of products or services from different companies, but there are certain criteria that determine the decision-making process of consumers. Advertisements may help businesses deliver excellent economic success and widespread exposure to a large spectrum of consumers. Therefore, hotels need to adopt appropriate strategies to help leverage their businesses and reach wider audiences through different advertising channels. 

How Hotels Can Use Ads To Attract More Guests

![7trends1](//images.ctfassets.net/q5m53pi41ft0/7wmEr4rKV95YjIDdwfhfeP/e1b5d391bab1590b00ff2ecdfda92449/7trends1.png)
Image source: [Travel Daily Media](https://www.traveldailymedia.com/5-technology-trends-for-hotels-this-2020/). 

# 7 latest technology trends in 2022 for the hotel industry
It is indisputable that the burgeoning growth of technology has helped hotels immensely in managing tasks and delivering unique experiences for hotel guests. From contactless check-in to cloud-based systems, technological gadgets proved to be a redoubtable player that changed the game. Thus, hotels have to soon adapt to this scenario of advancement to avoid falling back behind. 

So what are the current developing technological phenomena that hotels should keep an eye on? In the following article, we are going to delve into the existing 7 hotel technological trends in 2022, which includes: 

- AI Robots 
- Voice control technology 
- Contactless technology
- AI recognition 
- IoT smart lock 
- Privacy protection programs/ hotel cybersecurity 
- Customization/Personalization 
Now let’s dive in! 

## 1. Robots 
Since the dawn of technology, robots have been introduced as prominent players in the technology field.[ __Ravfine__ ](https://www.revfine.com/hotel-robots/#what-are-robots)indicates robots as any device or system engineered to deliver certain tasks with unparalleled levels of efficiency and precision.

Interestingly, it is a common misperception where people believe robots only operate in related technical industries that require advanced gadgets such as manufacturing, agriculture, or mechanics. In fact, robots are slowly dominating almost every nook and cranny of the job sector. 

For a clear illustration, robots can appear in journalism by producing a well-written article on [The Guardian](https://www.theguardian.com/commentisfree/2020/sep/08/robot-wrote-this-article-gpt-3) using just 0.12% of its cognitive ability; robots could help refine grammatical mistakes (say, [Grammarly](https://app.grammarly.com/)) or paraphrase a whole paragraph or even an article ([Quillbot](https://quillbot.com/)).

In the hotel industry, in particular, the penetration of robots is not escapable: Robots now can replace receptionists and some hotel staff to guide guests around the hotel hallway, and they could provide a unique guest experience. 

![7t2](//images.ctfassets.net/q5m53pi41ft0/4txIcQC1owSvm96JBGZEpO/60bf8323271f59d0b7ceb3e3e482bfa7/7t2.png)
Image source: [Shutterstock](https://www.shutterstock.com/vi/)
In different cultures, hotels perceive robots differently. According to [__Choi and Wan (2021)__](https://www.bu.edu/bhr/2021/10/04/the-rise-of-service-robots-in-the-hospitality-industry-some-actionable-insights/), Chinese users believe robots are prone to autonomy and flexibility in the decision-making process, while Americans find robots as obedient assistants.

The use of robots can be maximized in times of COVID-19 in order to minimize human direct contact. The research by [__Choi and Wan (2021)__](https://www.bu.edu/bhr/2021/10/04/the-rise-of-service-robots-in-the-hospitality-industry-some-actionable-insights/) also points out Chinese consumers prefer hotels consisting of robot-staff to human staff in comparison to Americans.  

The high level of intelligence enables robots to carry out different tasks, even socially and emotionally interactive services. This sparked a debate whether robots could completely supplant hotel staff, and how the future would be for the hotel industry when adopting robots.

The answer is: It depends.

It is great when hotels start questioning themselves about robot utility, whether the hotel’s budget and willingness to cover the cost of robot implementation; or whether guests will support the use of robots in hotels.

![7t3](//images.ctfassets.net/q5m53pi41ft0/43aiI9ShunFZBlvlCteZS6/280a1b925cf6aa5cbad23d18c1b703ea/7t3.png)
Pepper (the robot) is meeting COVID patients in a hotel in Japan.  Image source: [Reuters](https://www.reuters.com/article/us-health-coronavirus-japan-robot-hotels-idUSKBN22D4PC). 
It is undeniable that robots could help in manual work such as cleaning, room service, or food and beverages delivery to the guests’ room. Therefore, we might conclude that robots can alleviate the burden by handling the manual work and boost efficiency, while staff could focus on improving guest-relationship and delivering other services. 

## 2. Voice control technology 
People can access everything at their fingertips by clicking a few buttons on their smartphones. Now, it’s time they got access and gained control over gadgets through their voice. [__Oracle’s Hotel 2025__](https://www.oracle.com/webfolder/s/delivery_production/docs/FY16h1/doc31/Hotels-2025-v5a.pdf) report reveals that 78% of hotel operators believe in-room technology such as voice-activated controls for lights, air conditioning, and room devices will be mainstream in the next 3 years. We are mostly accustomed to Google Alexa, Amazon’s Echo, or Apple’s Siri, or some of our houses might be equipped with voice-activated lighting systems. 

![7t4](//images.ctfassets.net/q5m53pi41ft0/3cti5P9VXrClT236KwbPnD/8bb4e115378e6495bf043074dc7639bf/7t4.png)
Benefits of voice technology in hotels. Image source: [Hospitality Technology. ](https://hospitalitytech.com/evolving-voice-recognition-technology-allows-hoteliers-offer-guests-convenience-without-concern)
Some have pointed out voice control technology still has inevitable setbacks, including deciphering human dialects and limited conversational capabilities (Forbes, 2020); technology is always changing and advancing for the better.

However, __[Hospitality Tech](https://hospitalitytech.com/evolving-voice-recognition-technology-allows-hoteliers-offer-guests-convenience-without-concern)__ reveals that this voice technology development enables guests to interact with in-room recognition with native language and natural way of speaking. Furthermore, since AI is equipped with acoustic-only recognition, this function will elicit better understanding from the speech separately without the text transcription. Therefore, this would lead to faster responses from the devices and blur the language barriers. 

Another issue revolving around smart speaking technology is data privacy concerns and accuracy. Since hotel guests will have to use their voice to interact with the devices, some guests are apprehensive of having their data collected discreetly. The voice technology might sneakily eavesdrop on the conversations and share their data with the hotel merchandises.

Sometimes, hotel guests are concerned about the inaccurate response of the voice-controlled technology. Imagine how frustrating it is to wake up in the middle of the night or accidentally activate an unwanted function from the device because it could not understand you!

So, it is undeniable that voice technology could be cutting-edge; but we should also consider the guests and the hotel’s willingness to embrace this technology. 

## 3. Contactless technology
Even though contactless technology has been popular for a while, not every hotel has utilized and capitalized on the benefits it offers. Contactless technology has given guests a more personalized experience and reinvented the hospitality industry.

For example, contactless check-in has risen in popularity since it could save plenty of time for guests and hotel staff. Guests could check-in by themselves with a mobile device (either a PC or a mobile phone), scan their ID, upload their documents, and they can even chat with the hotel through the auto-message function. 

![7t5](//images.ctfassets.net/q5m53pi41ft0/Mc6sprwCjqLJgHeEYzoAV/d220eb7c2c0ff993f56a432f618469b8/7t5.png)
Contactless check-in. Image source: Czech Kiosk. 
Touchless tech also gives way for cashless payments and payments – a much faster method instead of doing this in person. The boom of the pandemic also requires contactless check-in to minimize COVID-19 exposure, which is a boon for the adoption of this kind of technology.

We believe that contactless technology, even after the post-COVID scenario, would be here to stay regarding the personalized experiences that guests can receive and the streamline of hotel operations.

## 4. AI recognition 
AI recognition is one of the most trending technologies that hotels could adopt. However, some AI-integrated devices could be expensive, but hotels could adapt to the hotel size and the purpose. 

AI recognition technology can help hotels in various ways. While investigating the reliability of AI technology, Hospitality Technology indicates that this kind of technology could detect people not wearing a mask in the hotel.

The cameras with the AI will capture the guests’ presence and analyze the guest, whether they have properly worn the face mask. If they wear masks incorrectly, the guests will be notified with the kiosk performing a health check. 

Face ID may be utilized to provide automated entry to certain hotel facilities, choose the floor when using an elevator, and even provide secure keyless room access. One of the successful examples of AI adoption we could highlight is Vinpearl Nha Trang, Vietnam.

With 1,362 hotel rooms, 735 villas, 84 sea-view villas, more than 100 entertainment areas, a golf course, a series of diverse theme parks, and cuisines from five continents, the Nha Trang Vinpearl has been a successful hotel brand since 2003. 

VinPearl adopted the kiosks to scan guests’ faces to access entertainment areas and buffet restaurants. After the check-in process, the hotel employee will guide guests to one of the kiosks and authenticate their faces with AI facial recognition. Visitors may check-in for the complete family simultaneously, going through automatic gates and taking advantage of personal privileges with the greatest level of privacy. 

![7t8](//images.ctfassets.net/q5m53pi41ft0/4i9vu7IV8925EXgI1Uj3S0/b70c1945b41b2829de631ad45602e84d/7t8.png)
Vinpearl check in kiosks. Image source: [VinPearl](https://vinpearl.com/en/check-in-by-facial-recognition-technology-at-vinpearl).

## 5. Data protection programs/ Hotel cybersecurity 
With the ongoing issues related to cybersecurity in the digital era, hotels should find ways to take guest data into account. As the customers cannot fully administer their data since they are interrelated with several services, the businesses are obliged to avoid taking advantage.

According to [__Statista__](https://www.statista.com/statistics/296700/personal-data-security-perception-online/), 40% of Internet users were concerned about selling sensitive personal data to third parties without consent. In addition, some hotels sell their customer profile, which further provokes privacy concerns. 

![7t9](//images.ctfassets.net/q5m53pi41ft0/2fSciugoufkNjz6FkMYZPv/182f7a95481cd397166ab87dda0c01b6/7t9.png)
Hotel cybersecurity is a matter that hotels should notice more often. Image source: [Analytics Insight](https://www.analyticsinsight.net/five-types-cyber-security-organizational-safety/). 
Regarding hotel data breach prevention, hotels also need to focus on data protection programs. This would include training employees to protect guest data digitally (securing with strong passwords and changing passwords regularly) and physically (keeping guest information confidential from strangers). Furthermore, hackers and attackers cannot only exploit the hotel’s computer system by sending phishing emails, viruses, and other harmful programs, but they may also attack the hotel’s Wi-Fi network.

Guests may connect to the same network throughout the hotel, including the lobby, convention center, dining hall, and other areas. Therefore, hackers can monitor the visitors’ traffic on the Wi-Fi and use it to steal the guests’ private information if the hotel Wi-Fi is not secure, which is the situation for most current hotels. 

![7t10](//images.ctfassets.net/q5m53pi41ft0/6gyo4nPxkzEadrlpf6UsRF/6ea5149ebad4ca68e755d2c800cf2604/7t10.png)
Installing applications to protect hotel and guest information. Image source: [Hotel Management](https://www.hotelmanagement.com.au/2020/06/10/essential-cybersecurity-guidelines-to-protect-your-business/). 

According to the research by [__Munir (2020)__](https://www.researchgate.net/publication/342683038_A_Review_of_Cyber_Security_Issues_in_Hospitality_Industry), web application firewalls are one of the technologies that hotels may use to avoid security breach threats (WAF). A WAF differs from a traditional firewall by how it could filter the content of certain web applications, hence facilitating the prevention of different types of attacks from internet security flaws and security misconfigurations. 

Furthermore, WAF solutions are also effective for identifying and monitoring data theft because they may identify and ban credit card databases if attackers target them. Another way to secure hotel data is by employing digital certificates (Munir, 2020). In addition, hotels could employ trustworthy companies and hotel technology developers to protect their information, both for the guests and the hotels. 

## 6. IOT smart lock 
IoT is the abbreviation of the Internet of Things. IoT-connected devices are leveraged to enhance guest experience and a streamlined hotel management system for staff and managers in a smart hotel. For example, this IoT smart lock technology has a special function called “loss and found control” so guests don’t have to worry about picking up keys.

Also, the receptionists won’t have to issue new keys when guests lose their room keys. Guests will also be provided with a key code to activate the room key upon their arrival, thus ensuring the confidentiality of the guests. 

![7t11](//images.ctfassets.net/q5m53pi41ft0/1O47Ekbux4H8SmWesOk41J/5a474a9b8c6e252e10e8a6dcb646c6f6/7t11.png)
IoT Smart lock. Image source: [Travel Daily News. ](https://www.traveldailynews.com/post/criton-and-tlj-access-control-partner-for-contactless-check-in-and-mobile-key)
Because of the ever-increasing pace at which technologies are created and modified, the IoT will offer numerous perks for the hotel industry (Jones, 2008). According to __[Mercan et al. (2020)](https://www.researchgate.net/publication/346721277_Improving_the_service_industry_with_hyper-connectivity_IoT_in_hospitality)__, the increased integration of this technology is remarkable since it shows in-depth customer insights and experiences, property management, security, and decision-making through data analytics – all of which lead to higher revenue and expenditure reduction, giving IT a competitive advantage. 

A clear example of IoT adoption is how Marriott and Samsung collaborated on IoT hotel rooms to elevate guest in-room experiences. The guests can communicate with virtual assistants to request services and manage the room.

Smart mirrors connect to a cloud server and provide in-room exercises. IoT devices may also help hotels save money by minimizing operating expenses and conserving energy. For example, using an energy management system efficiently, Crown Plaza Times Square has cut energy use by 24%. [__(Curcio, 2011)__](https://www.researchgate.net/publication/346721277_Improving_the_service_industry_with_hyper-connectivity_IoT_in_hospitality).

## 7. Personalization
Last but not least, guest personalization has been in vogue in the hospitality industry. Guests in the modern-day could customize their experiences, including setting up their tour, self-check-in, food preferences, and facilities booking. However, to fully grasp the potential of hotel personalization, hotels need to understand what guests need and create guest profiles. 

![7t12](//images.ctfassets.net/q5m53pi41ft0/sbI1oMmjPNKwkRg8AdDeU/b04e39a3f4e411f2749812cb4e5b416f/7t12.png)
Hotel customization could enhance guest experiences. Image source: Hotel Business. 

Besides, hotels should bear in mind that they should provide options for guests since this is the fundamental step to allow guests to start building up their experiences. Zang (2018) reveals 5 indicators to improve the hotels’ personalized experiences, including: 

- __Specify the experience theme:__ Hotels could categorize themselves into themes and aesthetics, such as tropical forest, bright/dark-themed, or vintage themes. 
- __Meet guests participation requirements:__ some activities could include cultural local event participation, environment campaign, etc. 
- __Meet guests’ spiritual needs:__ Taking care of guests’ psychological feelings. 
- __Make full use of entertainment facilities:__ Facilities such as bars, restaurants, billiards, etc., should be catered for guests. 
- __Utilize celebrity effect:__ Celebrity endorsement could be a successful strategy for hotels to increase the outreach. 

## Summary
In this article, we have listed 7 technological trends for the hotel industry in 2022. The technology will become more advanced as we move forward, with contactless technology, cloud-based systems, personalized experiences, cybersecurity, and interactive AI technology. These technologies possess some opportunities and some hidden risks that hotels should consider. But all in all, hotels should seize the chance to minimize the risk and maximize the potential, given the long-term viability and profits hotels can reap from these technologies. 

7 latest technology trends in 2026 for the hotel industry

![tech1](//images.ctfassets.net/q5m53pi41ft0/vhv5MYENvzcoPwy512ogo/90be748520e062a0a453c5bc3091574c/tech1.png)
 Some examples of hotel applications. Source: [Money Crashers.](https://www.moneycrashers.com/best-hotel-booking-apps/)
 # When Can Technology Investment Take Place In Hotels? 

Technology investment to foster branding for hotels is becoming a trend. Creating an app could be exorbitant, and there are many other factors that influence the process of app designing. 

However, some hotels insist on creating an app by themselves, or collaborating with a third party company to help them create it. The question would be: When should hotels allocate their funds to develop their own applications or utilize a third party technology company?

## Technology investment when hotel is ready to adapt to new tech environment

Creating a guest experience for an outstanding brand is no longer unfamiliar to brands, especially when the hotels want to make a deep impression on guests about the quality of their service. Technology investment can be a perk to hotels, since it will make the hotel brand stand out with its distinct features and services. The design, layout, and color of the app can also tell how the hotel can distinguish itself among its competitors. While developing an application, it is also essential to pay attention to making it easy and convenient for guests to use. 

![ech2](//images.ctfassets.net/q5m53pi41ft0/49oPdk8obLEMITdYl4XowS/0ac0579437aa93578946e0489df6f106/ech2.png)
The benefits of investing in application design. Source: https://www.cleveroad.com/blog/hotel-technology-solutions--how-a-mobile-app-can-bring-your-hotel-more-clients.
When hotels are willing to adapt to the new environment, they can keep up with the latest trends and will not fall behind their competitors. Investment in hotel technology can be useful only when the staff are willing to learn from the operation and management team. With efficient collaboration between teams, the employees will help develop the use of applications and inform their guests about how to use it efficiently. 

## Using applications to adapt to the market trends and demands 

One of the most important factors when it comes to application creation is the software companies that make the app. For hotels who do not have resources, they can invest in third party services. When there are technology companies willing to support the creation of an application, hotels should grasp this opportunity to collaborate. Hotels can choose local tech companies, since they get in touch with these companies when there are technical issues. 

Furthermore, hotels design their own applications in order to meet the demands from the industry. The current technological hotel trends such as contactless check-in or data security and breach prevention have mushroomed with the quick pace of advancement. Besides, technology investment can help hotels create customized experiences for guests. 

![tech3](//images.ctfassets.net/q5m53pi41ft0/3kbqDwfyG97HdKIRoZ5MEw/527f4d34e824d6b762e8b2649a63c90b/tech3.png)
Customizing experiences for guests. Source: [Hotel Online](https://www.hotel-online.com/press_releases/release/five-real-ways-to-personalize-the-guest-experience/). 
According to HospitalityNet, hoteliers may utilize their app to collect important information and analytics about guest behavior, which they can then use to develop personalized guest experiences. The application can also generate customer relationships with the hotels from guest loyalty programs, thus reinforcing the brand awareness. 

## Summary

In conclusion, hotels should invest in designing their own applications when there are available software companies to support the hotels, and when hotels want to adapt to the advancing industry. By understanding the appropriate times for hotels to start developing their own app, hotels can allocate funds and resources to thrive. 

When Can Technology Investment Take Place In Hotels?

# Benefits of applying loyalty programs in the hotel industry 
![ret](//images.ctfassets.net/q5m53pi41ft0/2zAcXkEzdZKhVVwLWHH6HX/359a87f9d29ec8c95570e20fadb21547/ret.png)
Image source: LS Retail. 
In order to improve customers’ experiences and increase revenue, several businesses have started to adopt various strategies. From upselling to collaboration between brands, businesses are aware of the perks of adopting the strategies. Specifically, running a successful loyalty program is one of the most lucrative methods, since it ties directly with the customers. 

There are some benefits of implementing a loyalty program in hotels as follows: improved customer experience, finding new clients and retaining current customers, gaining access to customers data, and increasing revenues.

## Loyalty programs improve customer experience 
By creating a loyalty program, hotels can directly enhance guests’ experience. Compared to the regular guests, those who are in the loyalty program now can enjoy great deals from hotels, such as some discounts and vouchers. 

![lp](//images.ctfassets.net/q5m53pi41ft0/2BSmfNWAmiCNyXRiyIGg8G/c38cde837b288235d19b50327d265009/lp.png)

Improving guests’ experiences. Image source: [Hotelogix](https://www.hotelogix.com/blog/2018/02/14/3-ways-to-personalize-hotel-guest-experience/). 

Forbes revealed that 22% of loyalty program members say they are very satisfied with the level of personalization they receive in the programs, and 37% of customers are willing to pay to upgrade to an enhanced tier of a loyalty program. Therefore, hotels should implement strategies to improve personalized experiences for guests. 

## Loyalty programs help hotels find new clients and retain current customers 
In order to form a relationship with customers, hotels start to adopt loyalty programs. Guests can earn and redeem points according to the services they use in the hotels. In exchange, guests will earn further benefits from collecting points, such as receiving discounts and vouchers. 

![lp1](//images.ctfassets.net/q5m53pi41ft0/6lFYmnPftEaMUT4kfHvjl9/9f4cf97b17f6b9bd3aefdb1f16242806/lp1.png)

Find new clients and retain current clients with guests. Image source: [Search engine journal.](https://www.searchenginejournal.com/get-new-clients/216661/) 
Loyalty programs help initiate a long term relationship with the guests and help hotels find new clients. By spending a few minutes to fill in the information, guests can later on enjoy future deals from hotels and get notifications to emails. Besides, loyalty programs can also keep the current guests in order to keep the guests returning to the hotels. These programs can be an incentive for guests to continue collecting points for hotels, which will increase the hotel revenue. 

## Loyalty programs can help hotels gain access to customers’ data 
Access to guests’ data could be a sensitive issue nowadays. Especially when hotels need to collect their data to carry out the loyalty programs, access to guests’ information has always been a challenge. Therefore, applying loyalty programs can help guests willing to give data for the hotels. However, hotels are also responsible for keeping the guests’ information securely to avoid breach and selling to third-party companies. 

![lp2](//images.ctfassets.net/q5m53pi41ft0/2laVMp2scgYG16p2qYzsbv/09f273bad5812a25f8d2e969d6fce6d8/lp2.png)
Getting access to customers’ data through loyalty programs. Image source: [Digital Marketing Institute.](https://digitalmarketinginstitute.com/blog/8-ways-to-extract-value-from-customer-data) 

Undoubtedly, applying loyalty programs can definitely increase hotels revenues. Forbes also revealed that 79% of consumers say loyalty programs make them more likely to continue doing business with brands. Aside from retaining the current clients, loyalty programs can improve hotel revenues by creating a brand for hotels. 

Benefits of applying loyalty programs in the hotel industry

![data1](//images.ctfassets.net/q5m53pi41ft0/6gciTXnUOB2cgPQaqtZYSZ/18de49859bf11cc9b3127a2780fd4311/data1.png)
Privacy concern is a remarkable issue among customers. 

# How can hotels manage customers’ data and gain their trust? 
The hospitality industry fundamentally relies on customers, and therefore it is inevitable that customers’ information will be accumulated to improve their experiences further. However, concerns surrounding data privacy are salient in contemporary society, significantly when technology has advanced substantially. [LegalJobs](https://legaljobs.io/blog/privacy-statistics/ "LegalJobs") revealed that nearly 80% of all Internet users feel they do not gain control over their data. Nevertheless, we have to acknowledge that customers’ data are vital, and thus there are ways to protect their data to avoid privacy breaches. 

## 1. Creating privacy consent 
While Internet users are constrained to sign and agree with the terms and conditions before using any products or services, it is time that hotel businesses did the same. This might be regarded as a reciprocal process where both sides exchange benefits, with customers signing the consent and hotels complying with the permission to use the data properly. 

![data2](//images.ctfassets.net/q5m53pi41ft0/7o0x2a2hFRouSS6wfHGYfN/158364e14a894f9eb51f87bffdc98691/data2.png)
Hotel privacy policy should be implemented. 

For promotional purposes, the hotels can adjust the privacy policy to ensure that the guests make informed decisions about their purchases. In addition, collecting cookies and information about customer behavior can be beneficial for companies to analyze their product performances. Customers can then personalize their experiences on online platforms and obtain appropriate services according to their needs. 
Yet, the hotels should also consider how these data could help hotels improve their services instead of engaging in nefarious actions. 

## 2. Not selling to other companies for profits

![data3](//images.ctfassets.net/q5m53pi41ft0/B3yc10xTAY88Xpdf3wVHk/675fb8ad4d4781324cde596ae6c1bd02/data3.png)
Selling data to other retailers will prevent customers from giving information.  

As the customers cannot fully administer their data since they are interrelated with several services, the businesses are obliged to avoid taking advantage. According to [Statista](https://www.statista.com/statistics/296700/personal-data-security-perception-online/) , 40% of Internet users were apprehensive that their sensitive personal data would be sold to third parties and utilized in the decision-making process without customers’ consent. Some hotels gain alliances with other companies to sell their customer profile , which has caused a stir in customer privacy concerns. Consequently, the customers will soon lose trust and refrain themselves from information disclosure. 

## 3. Install applications or licensed products to avoid data leakage 
In order to protect the data, the businesses themselves cannot contain and manage all the information available on the Internet. Some applications were introduced to preserve the customers’ privacy such as LoginRadius. To alleviate the concerns, LoginRadius has multiple authentication implementations to verify the identity, and gain compliance with legal issues on collecting and storing data. The data is encrypted, and customers’ consent should be reached. 

![data4](//images.ctfassets.net/q5m53pi41ft0/2rFwIV3CR2TjSJ1hoT210z/e346230a59b139f4b4b5da350eb40608/data4.png)

Install apps to avoid data breach. 
For the third parties to collaborate with the hotels, they need to validate their credibility by earning privacy certificates. For instance, PCI DSS Certificate granted companies to operate on cloud-based systems and secured information storage. The PCI DSS is an information security standard created to enhance cardholder data security for organizations storing and processing credit card data. Some platforms that achieved this certificate can foster trust with the customers regarding data preservation. 

## 4. Data storage consent 

![data5](//images.ctfassets.net/q5m53pi41ft0/oHwxXkVrpDOKHFrr4WTM8/e4ff44884bcd373ee64cc96effa76b83/data5.png)
Data storage is important for companies to analyze customer trends, yet there needs to be consent. [Analytics Insight. ](https://analyticsinsight.b-cdn.net/wp-content/uploads/2019/08/Data-Storage-%E2%80%93-Cloud-IoT-and-Data-Center.jpg)
Generally, companies wish to store customers’ information to analyze customers’ purchasing patterns and their behavior. However, the dataset that businesses collected tends to expire in around a month. After that, all the data will be renewed, and the hotels would only be able to track within the time span of one month. Therefore, if the hotels want to collect the data from the previous months, they need to acquire consent from the customers to download all the information instead of utilizing them without agreement from the other side. Having all the consent forms initially with guests will protect both parties, and hotels are highly encouraged to apply a system that incorporates the display of consent forms into their daily operations.

How can hotels manage customers’ data and gain their trust?

![greenmarketing](//images.ctfassets.net/q5m53pi41ft0/4EdOKiZdttPEGrbT6Bv5De/42dea6f8296f1445555428e391127395/greenmarketing.png)
To find more about what green marketing is, click [here](https://emozzy.com/what-is-green-marketing-examples-benefit/). 

# Green Marketing Powerful Effects On Hotel Performances

A large body of research has revealed that the hospitality industry discharges a huge amount of waste into the environment. Several companies are taking steps towards promoting sustainability through green marketing. This is a way to promote their product and to protect the environment at the same time. Today, we are going to explore green marketing benefits and its relations to the hotel guests.

## The importance of green marketing in hotel performances 
Green marketing has proven to be effective, since it counts towards corporate social responsibility. This is somewhat related to corporate social responsibility, which indicates the activities that appear to dedicate to the society beyond the interests of the firm or obliged by laws. To find more about how hotels collaborate with other social organizations, click [here](https://airhost.co/resources/blog/great-benefits-of-business-collaboration-in-hotel-industry/) to see our previous article on this topic. 

![gm1](//images.ctfassets.net/q5m53pi41ft0/2U6ZSMnkT0NTDVsQJayKw9/3d41118e08dbcfb430970a50a8345079/gm1.png)
Several green marketing campaigns were adopted by companies. Image source: [E2E]
(https://www.e2exchange.com/articles/5-effective-green-marketing-strategies/).

The study by Ho et al. (2021) found that green promotion and green innovation are essential to green marketing strategies. The reason for this effect is that these strategies heavily impact customers’ green consumption, the firms’ profits and performance. Due to the spread of COVID-19, there has been little incentive to perform green marketing between hotels. Yet, this does not mean COVID plays as discouragement to these businesses in carrying out green marketing. 

![gm2](//images.ctfassets.net/q5m53pi41ft0/3Rkc3jjDjmXBuzgy6aPFBA/94b8a051b3f10eae7877d5914253b5a9/gm2.png)
Image source: https://timviec365.vn/pictures/news/2019/11/21/hlh1574340564.jpg 

Besides, the findings by [Yadav et al. (2016)](https://www.emerald.com/insight/content/doi/10.1108/IJCHM-05-2015-0233/full/html) also revealed that eco-friendly actions remarkably impact the corporate image of the hotels. To further discover how hotels can improve their branding image, click here. Since numerous businesses have exploited this strategy to promote brand awareness, green marketing also shows a positive impact over guests’ intentions to visit the hotel. 

## The impact of green marketing on attracting hotel guests 
The research by [Kumar (2013)](https://www.researchgate.net/publication/259293088_DOES_GREEN_MARKETING_WORKS_WITH_CONSUMERS) showed that some guests can reject using products and be conscious of deleterious consequences on the environment. The guests might disapprove of the production or disposal process from the producers, suppliers, or investors, and thus decide not to use the product. Due to the large amount of waste from the hotel industry, the hotels also need to acknowledge their impact on the environment. 

![gm3](//images.ctfassets.net/q5m53pi41ft0/MHsLsg57Rh8aXozmTlrAj/3a343b15e07434dcf30e1e8a80bb60ae/gm3.png)
Increase guests’ loyalty with green marketing. Image source: [Guestfriend](https://blog.gastfreund.net/en/2019/01/10/guest-loyalty-how-hotel-guests-become-regular-guests/).

Green marketing can also be an effective strategy to lure guests into hotels and increase their satisfaction with the services. [Rosenbaum and Wong (2015) ](https://www.emerald.com/insight/content/doi/10.1108/JSM-07-2013-0167/full/html?journalCode=jsm)found that when hotels achieve sustainability, this sense of fulfillment can increase guest loyalty. Aside from that, they have strong opinions on the reputation of green buildings, satisfying the requirements of residents, and conserving energy. In other words, the guest perception might pertain to the degree to which green buildings understand the true concept of quality of life.

In conclusion, while adopting green marketing, it is important to consider the environmental impacts. Also, hotels should also take actions to tackle environmental issues instead of solely adopting green promotion for outreach or profits. 

To find out more about how to limit the amount of waste in hotels, click [__here__](https://airhost.co/resources/how-to-reduce-various-kinds-of-hotel-waste/).

Written by: AirHost Marketing Team.

Green Marketing Powerful Effects On Hotel Performances

![waste](//images.ctfassets.net/q5m53pi41ft0/4H5XktehgAhTVBXenUA2MZ/2731ba7381cff81b63bedb18436d690d/waste.jpg)
Hotels cause a lot of pressure on the environment. Image source: [Hotel Management. ](https://cdn.hotelmanagement.com.au/wp-content/uploads/2018/09/31114313/TravMedia_Australia_1300171_DoubleTree-by-Hilton-Melbourne-Flinders-Street_DT-Melb-Platform-270-kitchen-waste-recycle.jpg)

# How to reduce various kinds of hotel waste

The hospitality industry has provoked numerous environmental concerns. These concerns revolve around hotel waste management on food, energy, and packaging. Open Access Government reveals that hotels produce 289,700 tons of waste annually, including 79,000 tons of food waste. Besides, the hotels also have to spend a lot of energy to avoid sudden power cuts to operate smoothly. These are some ways hotels can manage waste to tackle the issues above and move forward to more sustainable operations. 

## 1. Waste of hotel food
In hotel restaurants, chefs will discard the food that cannot be preserved. However, for those hotels that serve buffets for many guests, food waste will be more significant. Waste & Resources Action Plan (WRAP) showed that the UK hospitality and food service sector generates around 920,000 tons of food waste yearly. Therefore, besides setting goals to reduce environmental harm,  hotels develop ways to eliminate food waste. 

![Hotels cause a lot of pressure on the environment](//images.ctfassets.net/q5m53pi41ft0/1LqUbzIVH8oTr4R1r19ZVl/85f8d0d5ef81681ed8978323526efb69/pasted_image_0__1_.png)
Managing food waste in hotels. Source: [The Altruistic Traveller.](https://thealtruistictraveller.com/blog/how-to-help-the-hotel-industry-eliminate-food-waste/)

Hotels could turn the food waste into fertilizer to properly handle the discarded food. In big cities with implementations of waste management systems, households could turn their waste to into plant fertilizer. Specifically, innovative machines can help alleviate the issue of excessive waste. For example, Westcom Solutions’ waste-to-fertilizer technology largely depends on micro-bites to break down leftovers in Singapore. By putting the leftover food into the digesters, it will turn into odorless fertilizer. 

![pasted image 0 (2)](//images.ctfassets.net/q5m53pi41ft0/2hSnerV1oWuZUoeaYLSzbq/30cfcc10f4a0a9fb197b4015e48da3be/pasted_image_0__2_.png)
Food waste digester in Singapore. [The Straits Times. ](https://www.straitstimes.com/singapore/hotel-recycles-500kg-of-food-waste-into-fertiliser-within-24-hours-using-food-waste)

Food manufacturers and caterers will be encouraged to modify their production methods. For example, Grand Hyatt, a hotel near Orchard Road in Singapore, has saved $100,000 a year by managing its waste by using a food-waste digester. Introducing waste management policies on handling discarded food for hotels is also an effective measure for hotels. Even though different cities have different waste management systems and policies to alleviate food waste, hotels in other cities should manage food waste. 

## 2. Tackling energy waste
Energy consumption in hotels is a startling concern. Hotels have to spend a vast amount of money to pay electricity and water bills to maintain operation. Therefore, there are some ways to tackle this issue, such as measuring and tracking energy performance. By providing lists of facilities with specific energy consumption measurements, hotels can decrease their usage. Regarding the cost-effective method, hotels can install solar panels. Using natural energy can greatly reduce the costs of electricity and energy waste. Installing solar panels might be exorbitant at first, but they will prove as one of the greatest assets in the long run. 

![pasted image 0 (3)](//images.ctfassets.net/q5m53pi41ft0/6JAr931sACBq5RymUhwrSi/fb7417ea6f5b72e6c4eb52647bd5b06c/pasted_image_0__3_.png)
Installing solar panels for hotels is a great way to preserve the environment. [Hotel Management. ](https://www.hotelmanagement.net/operate/how-sustainable-hotels-are-recycling-future-bookings)

Sometimes, the main source of light is also important. Therefore, the hotels should design their rooms in a way to optimize natural light to penetrate. For example, some hotel restaurants can design transparent glass instead of building walls to optimize natural energy sources. In this way, the guests could also see the exterior landscape while enjoying their meals instead of feeling trapped in the four walls. 

![pasted image 0 (4)](//images.ctfassets.net/q5m53pi41ft0/4YKoA8Fa9D4sTdrSFdZ19C/f40dd96add885a3e52793de77b86fe0f/pasted_image_0__4_.png)
Maximizing light in hotel restaurants. Image source: [Pexels](https://images.pexels.com/photos/3201922/pexels-photo-3201922.jpeg?cs=srgb&dl=pexels-quark-studio-3201922.jpg&fm=jpg). 

Lastly, the guests are the determining factor in contributing to the hospitality industry. Therefore, educating guests in saving energy could be an effective way. Changes could not happen from one side. Hotels should motivate guests with products to participate in this process. For example, various hotels have designed a green plastic card at the bed counter. If the guests do not want to change their mattress, they can put the card onto the bed. Imagine having to wash 5 bedsheets after 5 different nights; how wasteful could that be!

## 3. Pay attention to plastic materials to save the environment 
Have you ever noticed that hotels wrap the necessities for guests with lots of plastics, such as toothbrushes? Or sometimes, they only provide guests with plastic knives and spoons? Plastic materials are undeniably cheap, but there has not been an alternative yet. Consequently, plastic waste has been causing an immense strain on the environment. Therefore, the optimal solution is to find alternative biodegradable paper to wrap these products. Often, replacing plastic single-use items such as cups could also be an efficient way. So which hotels have taken this measure to maintain sustainability? 

![pasted image 0 (5)](//images.ctfassets.net/q5m53pi41ft0/1MHkiqhCD96qPAoFcMx9Wc/6083d786a8b8bc91d9b893acce79128c/pasted_image_0__5_.png)
Some plastic products from hotels. Image source: [Accor](https://group.accor.com/-/media/Corporate/News-images/2020/01/21/20200122_Plastique_SiteCorpo.jpg?c=1&cw=1400&ch=700&version=1). 

Rotana Hotel, for instance, has replaced straws, containers, and plastic bottles while remaining a positive and eco-conscious experience for guests. Besides, some prominent chain hotels have also adopted a plastic-free approach, such as Hilton (eliminated plastic water bottles from its conference rooms) or Six Senses (paper, bamboo, and lemongrass straws). You can find some other examples of hotels and resorts promoting alternatives to plastic products here. By radically taking steps, hotels can soon reduce the burden of waste discharge annually and protect the environment. 

How to reduce various kinds of hotel waste

![pasted image 0 (5)](//images.ctfassets.net/q5m53pi41ft0/1Qd1S1bReSXdObnK1FaDZZ/040aa8c6797cf0e5a545bf750e37dccb/pasted_image_0__5_.png)
Staff replacement with technology. [Image source.](https://c.files.bbci.co.uk/E58C/production/_111846785_gettyimages-920743046.jpg)

# Will technology replace staff in the future? 

Regardless of the COVID-19 spread, numerous businesses have started replacing staff doing manual work with robots. For example, some hotels or restaurants install robots to supplant receptionists and waiters in the hospitality industry. However, is this a positive development, or will technology be a force to be reckoned with in determining the fates of hotelier employees? 

## Technology can reduce manual work for staff
Technology is one of the greatest assets when it comes to handling manual work. Some of the manual work might include: 

### Contactless check-in process
Nowadays, guests do not have to wait in the hotel lobby for the receptionists to process their check-in procedure. Instead of managing guests, the hotels can let the guests automatically check-in by themselves. Hotels display check-in tablets so that the guests can scan their QR codes or necessary documents. This is an excellent alternative for waiting for the receptionists to quicken the check-in procedure. By putting tablets at the reception, hotels can expect the system to operate smoothly. Besides, this can save much time for both guests and staff. 

![pasted image 0 (6)](//images.ctfassets.net/q5m53pi41ft0/72Xz2lAMRez7gAc4u6IRjl/c5368ce272d0ac083f74fff19bf365dd/pasted_image_0__6_.png)
Contactless check-in using tablets.[ PINN Hotel in Sapporo, Hokkaido.](https://airhost.co/portfolio/pinn/) 

### Managing different channels 
Some hotels have installed systems for updating rates and inventory to avoid losses. However, Hospitality Net reveals that these losses can happen from overbooking when the demand for traveling surges. We can notice this issue during the peak of the vacation period, where hotels have fully booked rooms, and they cannot manually organize. Instead of manually putting guests in available date and room slots, hotel staff can instantly get it done with automatic channel management. 

![pasted image 0 (7)](//images.ctfassets.net/q5m53pi41ft0/6T18VmKllBXAWYBbegWaqp/f3e70a0a8ced2798101e5c37811f4d33/pasted_image_0__7_.png)
Some channel managers such as [Cloudbeds](https://hoteltechreport.com/revenue-management/channel-managers/cloudbeds-myallocator) (myallocator). 

![pasted image 0 (4)](//images.ctfassets.net/q5m53pi41ft0/3NyXubaGa7KiQPlQ5TfdZR/3249914f02c3ead90c315132a0c6f6bd/pasted_image_0__4_.png)
See more about [Channel Manager at AirHost here.](https://airhost.co/products/channel-manager/) 

## The downsides of technological gadgets in hotels 
While technology is a great friend to hoteliers, it is associated with some concerns: Increasing employee unemployment rate and unfavorable customer reception. 

### Employee unemployment rates might get worse 
In the general landscape, when automation dominates, the unemployment rate will increase. Nowadays, technological devices can carry out tasks that humans could do in the manufacturing sector. In chain production, to cut down the costs of the workforce, companies invest in cutting-edge technology to increase efficiency. However, according to Forbes, automation will replace 85 million jobs by 2025.

![pasted image 0 (8)](//images.ctfassets.net/q5m53pi41ft0/5NxnMcLgp7tMkGUNPKz7Ax/6c187a9709e4fe0e7a5f9dc36b537d58/pasted_image_0__8_.png)
Technology might supplant humans in some economic sectors. Image source: [The Conversation. ](https://theconversation.com/can-government-actually-predict-the-jobs-of-the-future-141275)

With the proliferation of auto check-in and check-out technology, AI robots will potentially replace hotel staff. However, with this ever-increasing pace of technological developments, soon, automation will replace all the hotel staff. Hotels can install a system that tracks the faulty/malfunctioned facilities, and they can automatically fix the system without the help of technicians.

### Technology can hardly replace human interactions 
According to Liu and Hung (2021), customers’ and hoteliers’ perceptions depend on whether traditional human services surpass technology. For example, traveling with friends or significant others was shown to encourage self-service technologies since a sense of accompanying can help alleviate technological anxiety. However, when it comes to traveling alone, human interactions will be absent. 

Lastly, hotels operated on technology mainly dedicated to technology-savvy. When it comes to senior travelers, they might not get used to these advanced devices. The core value of the hospitality industry is human interaction. If technologies strip away communication among humans, the meaning will somehow be lost. Therefore, staff still play a crucial role in assisting these demographics. 

## What will the future be for hotel staff? 
![futurestaff](//images.ctfassets.net/q5m53pi41ft0/6Kx5L1Rpby7065QrTRPoUj/ba23b2a7bcfe4c0e9cc9bb31eba02f4f/futurestaff.png)
The future of hotel staff might still be certain. Image source: [SiteMinder](https://www.siteminder.com/r/trends-advice/hotel-insights/hotel-industry-2020-predicting-future-difficult/).

The future of hotel staff might still be certain. Image source: SiteMinder.
Just a reminder: we do not intend to worry anyone here. While technology is undeniably incredible, nothing can replace the feeling of human connection. The hospitality industry primarily operates on human contact. But, if we cut down all the human interactions and replace them with technology, the guest experience will be dampened. 

Smart AI can offer excellent service. But when it comes to meeting the customers’ needs by analyzing their facial expressions, staff still exceed. Not to mention, implementing technological gadgets can be costly, especially multifunctional robots. Therefore, hotel staff is still an essential part of maintaining hotel operations. 

Written by AirHost Marketing Team


Will technology replace staff in the future? 

![pasted image 0 (1)](//images.ctfassets.net/q5m53pi41ft0/6bFCOcUnQ1TmUDWvnkpJsi/069df00b4ade2576eeaafdd2537cbbdf/pasted_image_0__1_.png)
Self Check in Kiosks for Hotels. Source: [Hospitality & Catering news](https://www.hospitalityandcateringnews.com/2019/07/case-study-latest-self-check-kiosks-hotels/)                 

# Self check-in pre and post COVID-19 with AirHost 

The hospitality sector remains the most affected industry due to the pandemic. The sudden spread of the contagious virus shut down the hospitality sector for more than a year. As the new normal takes shape, it is important for the hospitality industry to adhere to new rules.            

Self-check-in has been one of the prominent features of AirHost way before even COVID-19 existed. It is our responsibility to keep evolving to serve our clients a better and optimal experience. Here’s how agile AirHost has been in catering to client’s needs while fulfilling market needs.

## Before COVID-19 
### The industry 
Smart capacities and services were considered add-ons in the pre COVID-19 world. Ordering through phone services was an add on special service in pre-COVID times.
Earlier, mobile check-ins were reserved for loyalty reward members, making it a luxury. There were many touchpoints in the whole experience and it was majorly human to human interaction.

Therefore, training staff can cost hotels a great fortune. The farthest hotels could go was mobile check-ins, which was also like a luxury and was limited to only a few. 

### AirHost: Hotel Contactless Solution

AirHost has been supporting self check-ins since 2015. Previously,  AirHost operated on web pre check-in and onsite tablet check-in. Self check-ins have been showing their presence on web, tablet and kiosk with different formats. 

Since 2015, AirHost PMS clients allow guests to check in securely and safely with a signature, verifying their passport by taking selfie photos. Guests would be notified with key and room information after they check in. Besides, guests will also receive information in advance about luggage storage or rental facilities, which would be useful for travel planning after registration.

![im-1](//images.ctfassets.net/q5m53pi41ft0/144i6gmGtvSODb3sbHArid/2d3923c92d0bb0c380266fdd42c69962/im-1.jpg)
[Minpaku Hotel in Japan. ](https://www.a-hotel.com/japan/134992-kasugai/3312813-1-minpaku-momotaro-bekkan/)

The benefits of self check-ins are not just limited to convenience and ease but also the decrease of operation cost. For instance, Minpaku in Japan aim at maximizing their revenue alongside lowering their costs and maximizing their profit. With AirHost hotel contactless solution, hotels have the option to choose from a partial contactless hotel management or a full contactless hotel management. 

![pasted image 0 (2)](//images.ctfassets.net/q5m53pi41ft0/Twra9IireOYjdvxm70Bq8/0e34d5a36052792fab01573ac9aa893e/pasted_image_0__2_.png)
Simple self check in ways. Source: [AirHost.co](https://airhost.co/products/airhost-one/)

This contactless change is for the long run. By switching to self check-ins, customers gain a contactless and convenient experience. When it comes to hotels with limited resources, automated self check-ins can replace manpower thus reducing costs and ensuring safety especially given the current circumstances. 

## Post COVID-19 Self Check-In
### Industry
Due to the pandemic, the modes have definitely changed. Travel bans, border closures, event cancellations, quarantine mandates and the fear of spread have placed extreme challenges on the tourism and hospitality industry. 
In the post COVID-19 world, hygiene and safety is more important than ever. Hotels are investing into safety accessories like disinfectants or sanitizers while following safety measures for guests and employees.
Now, hotels are investing in advanced technology which can ensure a smooth contactless, convenient and safe process such as self check-ins, AI technology, Face recognition, and Smart lock to avoid human contact.  In the contemporary world, hotel contactless check in / hotel mobile solutions are no longer a luxury, they are a necessity. 

### AirHost: Web check-in & contactless hotel solutions

With the introduction of AirHost mobile self check-ins, there are additional features which make the stay convenient from checking in to checking out. 
With One Stay mobile check-in App, payment options, reservation scheduling, room services, facilities booking, local events alerts will become more convenient. Guests can customize the features according to their preferences in the main menu of the mobile apps. 
AirHost ONE Hotel Contactless Check-in offers solutions such as add-on Mobile Check-in apps, POS Upsell, Facilities reservation, CRM, and live chat communication function.

![pasted image 0 (3)](//images.ctfassets.net/q5m53pi41ft0/jDZjAWkaoHaAxTkHKmJTA/928c73d0fbf36ad2d80a592d3f0062a1/pasted_image_0__3_.png)
Check In with AirHost Contactless Solution. Source:[ Airhost.co ](https://airhost.co/products/airhost-one/)

![pasted image 0 (4)](//images.ctfassets.net/q5m53pi41ft0/3NyXubaGa7KiQPlQ5TfdZR/3249914f02c3ead90c315132a0c6f6bd/pasted_image_0__4_.png)
AirHost PMS. [AirHost.co ](https://airhost.co/products/airhost-one/)

AirHost One enables comfortable and convenient stay with inbuilt features ranging from booking, self check-in to checkout. It has managed to transform the hotel industry in just a span of time. 

With AirHost One, guests  experience a pleasant stay with COVID-19 guidelines in line and almost little to no human interaction.  AirHost  plans to develop and provide services which match the needs and requirements of our customers.
In the post pandemic world, while human touch is irreplaceable safety and hygiene still remains priority.  Self Check ins and check outs have become a mandate almost everywhere. 

Read more about [the most common check in hotel practices here.](https://airhost.co/resources/the-most-common-3-hotel-check-in-practices-now/)


Self check-in pre and post COVID-19 with AirHost 

![lateroom](//images.ctfassets.net/q5m53pi41ft0/6gruFCBIeEidqRfTL6nh9L/b0cd616720d46d895289f310fe5eef67/lateroom.png)
Hotels offer room upgrades for customers. Source: [LateRooms.com](https://blog.laterooms.com/2011/10/10-tips-for-getting-a-free-hotel-room-upgrade/)

# How to upsell hotel products - 3 things to consider

## 1. Upsell with Deals and Steals (and… technology!)
For some hotels, the staff often offer deals and exclusive vouchers to guests when the booking is confirmed. The hotels could recommend spa deals or restaurant discounts when the guests use the services. Upselling can also happen when guests are in the booking process. When the booking is confirmed, the hotels can display some options for the accompanied services for the customers to choose from. From these products, the website shows the comparisons between the products before and after upgrading. Then, it will make it easier for the guests to analyze the benefits of getting an upgrade. 

![1](//images.ctfassets.net/q5m53pi41ft0/RxrtC6naYgxQUhNJ3YVLe/df19c75e1da15eb4187264f5f97e41cc/1.png)
Some deals and vouchers offered by hotels. Image source: [Hoteljob.vn](https://www.hoteljob.vn/uploads/images/19-03-20-15/voucher-la-gi-01.jpg)

Besides, some brands focus on the integration of technology to upsell their products (as most of the upselling process tends to occur online). Some hotels have integrated email marketing to provide guests with links to the vouchers, push notifications when customers open their email. Some hotels even design applications so the guest might receive the notifications from the app directly, without bombarding the guest emails. 

According to Guillet (2020), hotels utilize technologically advanced systems at the center of their decision-making processes, and consumers are increasingly embracing computer technology to reserve hotel accommodation. Some PMS companies have started to also integrate POS functionality and/or create their own POS functions in their check-in system to enhance guests’ experience such as AirHost or Oaky.  Other applications such as Easy Way Smart Upselling also helps reach out to guests with the right offer on their favorite messaging applications such as WhatsApp, WeChat, or even iMessage. 

## 2. Collaborations with other brands 
This strategy has been no stranger to various brands. Brands might decide to aggregate, and then promote their products through collaborations with related services. If the hotel is not a full scale hotel, they could work with close by business and provide more services to guests. Travellers might have the urge to sign up for tours, and thus hotels can aggregate with tour companies to organize the tours for these travellers. The hotels then group up the number of guests joining the tour package. After that, the hotels and the tour company can divide the profits according to their contract. 

![11](//images.ctfassets.net/q5m53pi41ft0/3bpWVZbMRJxgeZ9xIZRH5B/cf5d19062af82784e8795d7c2f2fc5d2/11.png)
Brand collaboration at The Mark Hotel. Source:[ A Table For One. ](http://www.atableforone.com/?tag=the-mark-hotel)

Following the article by Wang and Goldfarb (2017), the research reveals that there has been an increase in the number of customers using both online and offline channels when they are shopping, since these channels complement each other. Therefore, while promoting the products online can be manageable and cost-effective, businesses can also apply offline methods to gain more consumers. Some instances of brand collaborations between hospitality businesses can also be found [here](https://airhost.co/resources/blog/great-benefits-of-business-collaboration-in-hotel-industry/), where we dedicated an article on brand collaborations. 

## 3. Loyalty program
Loyalty Program  has been one of the effective strategies to create customer relationships with the brand. When the connection is established, the customers will associate more with the brands, and will be more likely to use the products more. By maintaining the point systems, various brands have fostered relationships with customers efficiently and helped the companies earn substantial revenue and outreach. 

![111](//images.ctfassets.net/q5m53pi41ft0/4JpRSS9IzfKXzE9vdGu3sJ/e25633c8449510be13e95b6afa22c27b/111.png)
Maintaining customers loyalty program. Source:[ Always 5 Star](https://www.always5star.com/blog/5-benefits-of-joining-a-hotel-reward-program)

This phenomenon might rely on the consumer culture, where the guests might buy more to achieve a prize from the business. [Marriott](https://www.marriott.com/loyalty/redeem/hotels.mi), for instance, has been promoting points redemption to receive for a better suite, or the guests can receive a complimentary night when you redeem for five consecutive nights. If the resorts have golf courses, the hotels are able to push their products for a round of golf game. 

For any service they use at the golf resort, these points can be added to the loyalty program, or the guests could use points to purchase souvenirs from E-gift shops. Besides some prominent hotels, online travel agencies such as [Traveloka](https://www.traveloka.com/en-vn/loyalty-points) also promote loyalty points redemption for customers by booking hotels and flights.

These are some of the strategies that hotels could adopt to upsell their products based on their size and budget. The incorporation of technology in upselling is important, yet it is also crucial to combine offline selling techniques. Finally, hotel room pricings are highly competitive, and upselling may create more revenue than purely selling rooms if done correctly. 

Written by: AirHost Marketing Team.

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