What will the tech-savvy traveler expect post-COVID 19 ? - Part 1
Today’s traveller is increasingly tech-savvy. Whilst business travellers traditionally led the tech push with their fancy mobile phones, slick brushed aluminium business laptops and swanky tablets - allowing them to run empires from their fingertips, the leisure traveller has caught up. And don’t think it’s a generation thing either, as tech has managed to find its way across the decades, be it a nine or ninety-year-old individual. Covid19 will undoubtedly add an extra push to the tech front of hotels and hospitality. But in what direction? It’s an interesting situation where some tech innovations in hospitality may actually need to be discontinued. Here are some predictions and suggestions as to how tech will need to adapt to the ‘New Normal’.
True keyless entry and contactless check in / out
Hotel keys were the traditional way to allow a guest access to their room. You checked in at the front desk, filled out a form, signed it and were handed a chunky key that was often made from brass (as brass is known to have antibacterial properties which is why doorknobs are also made from it). The key was usually attached to, or part of an ornate key tag and depending on the hotel brand and chain, it might even be hand-carved from wood! As time progressed, the plastic key card became the norm, with some high-end solutions even promoting biometrics! Initially, key cards came with a magnetic strip and needed to be inserted (right way up) into a slot for entry. Sometimes the magnetic strip would get de-magnetised and you would need to huff your way back to the front desk for re-programming. As time progressed, RFID tech took over from magnetic strips and needed a mere tap against the lock, regardless of orientation. Still, it wasn’t fool proof, as RFID keys could also lose their mojo and keep you locked out.
However, the key card requires one critical factor to operate and that is touch by multiple persons.For example, it would first be touched by a staff member at the Front Desk to program it with a guest’s details such as name, room number, length of stay and other information. This card is then handed over to the guest who will touch it each time he or she wishes to enter the room, place it in the power slot, etc… Housekeeping may also touch the card at some point along its journey. The card will return to the front desk where other staff members may touch it. Nobody thought about sanitising these cards regularly in the pre-Covid19 world except for superficial clean-up. In the post-Covid19 world, contact between individuals must be minimised. Thus, the key card is a liability!
One way is the solution promoted by Fuel, a provider of guest-facing software solutions. Their integration with ASSA ABLOY locking systems sees the guest able to unlock their room simply by firing up Fuel’s Contactless Mobile App and holding their phone near the lock. The app also allows access to room service, and check in / check out without having to visit the front desk at all, facilitating payment through a secured gateway with the guest’s credit card of choice pre-loaded in the app – after all, we already pre-load our credit or debit cards (debit cards for the smart ones) into various transportation, food delivery and e-commerce apps! Fuel says the app can be customised for a hotel’s branding including logo and colour scheme, and added functionality provided depending on the requirements of the brand and property. And of course, data security and integrity is of paramount importance.
“Welcome to your room, Mr. and Mrs. John Doe. Let me show you around…”
This is a common phrase that you will have heard pre-Covid19, particularly in full-service hotels as a staff member escorted you to your room, opened the door for you and proceeded to explain the features of your room. In the ‘New Normal’, you will most likely walk to your room sans any escort, wheeling your bags with you. The room will most likely feature a proximity sensor that turns the lighting and air-conditioning on as you enter after unlocking the door from your smartphone – the key card power slot has gone too. All good so far. Now, who will explain the features? That’s a brilliant job for the in-room TV to take on! However, it must be done in an unobtrusive manner that doesn’t annoy the guest.
To be continued.
Ashraaq Wahab Ashraaq is an automotive journalist, marketer and writer who enjoys penning his thoughts, insights and ideas on a variety of topics
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