What will the tech-savvy traveler expect post-COVID 19 ? - Part 2
During a business trip to Shanghai in early 2019, I stayed in a 5-star hotel of a reputed global chain that used the TV to accomplish this. As I entered the room and placed my card in the power slot, the TV automatically switched on, welcomed me to the room (by name) and started explaining (with sound) the room features, the amenities available, the meal times and events of the day. While this was a nice first-time experience, it became tiresome to hear this spiel every time you entered the room, particularly after a long day in the field when all you want to do is take a shower, change into PJs, videocall your family back home and go to sleep. Ultimately, I unplugged the TV and kept it like that throughout my stay – and, yes, I am sure I did not remember to plug it back either.
So, if you are using the TV for conveying guest information, remember to make the soundtrack optional – not compulsory! I don’t wish to have to search for the remote to hit the mute button every time I enter the room. Alternatively, you could use the same mobile app for unlocking the room door to communicate this information to the guest, and allow them to view it as and when they require. Augmented Reality (AR) technology allows one to simply activate the camera on their phone and view an overlay describing what they are pointing at – so you could point it at the empty room for example, and overlays appear showing exactly where the climate control switch is, the master light switch and other concealed amenities.
Rumbling Tummy?
It is interesting to know how the buffet will change. Most predict that it will cease to be ‘self-service’ and servers will instead dish for you, from behind a protective shield. For a buffet lover like me, this will be a buzzkill, so a-la-Carte, maybe? That’s about to change too. While restaurants were planning to use tablets in place of physical menus in the pre-Covid19 era and even allow you to directly send your order to the kitchen through these devices, this will all change now that sharing devices is discouraged. Instead, you might be given a QR code on the table with which you can view the restaurant’s menu on your own device, and either place the order through the same mechanism, or communicate it to a server with a tablet who is observing the social distancing rules.
I am your buddy…take me around
During a visit to Singapore some years ago, I stayed in a hotel that had a phone in a charging dock in each room, with the wording “I am your buddy…take me around”. This was a low-end smartphone with a large battery capacity that was pre-loaded with custom software that limited its functionality to the essentials that a traveller would need – ride hailing services, Google Maps, web browser, local calling and hotel information. Of course, it had a data connection so I didn’t need to use expensive data roaming. Indeed, this little buddy was quite a helpful navigator, allowing me to walk around and never get lost. If I needed to get back to the hotel, one tap was all it took for detailed directions from my current location. A fantastic idea to help guests in a foreign country!
Sadly, these things will no longer be possible post-Covid19 as travellers will not want to touch a common mobile device like this, even if the device is said to be sanitised. Sharing of mobile devices is a big ‘no-no’ as they can accumulate plenty of nasty bacteria and viruses – research has found that the average person’s phone plays host to several times more germs than a toilet seat!
Moreover, there aren’t many options for replacing ‘little buddy’. While it offered functionality that I already had on my phone, the real clincher was the data connectivity, thus saving me the need to purchase expensive data roaming. In fact, it even came with a Hotspot feature that I used to tether my phone whilst on-the-go, ensuring those all-important social media posts was not missed. One way that hotels could look at replacing ‘little buddy’ , is by providing guests with mobile hotspots (these are far cheaper and easier to sanitise) to be tethered to their own devices, and they can charge a nominal fee, or offer it as an upgrade benefit.
These are some of the things that are projected to change in line with the ‘New Normal’. While at a glance, they seem to remove the ‘human touch’ aspect that hotels and hospitality have traditionally promoted as an essential part of the field, the fact is that the tomorrow’s traveller will also want to minimise contact with others. A paradigm shift is happening. Are you prepared?
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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