Going contactless is techy and nice - but don't alienate the pre-tech generations!

The push for going contactless via tech innovation has rocketed to the top of priority lists after the Covid-19 pandemic. Hotels are increasingly pushing for contactless options that cover the entire gamut of hospitality, including check in/out, housekeeping interactions, F&B service, you name it. In fact, it is entirely possible for a guest to seldom encounter a human employee at a hotel. Hotels are already using contactless check-in / check-out kiosks, robots are being used for F&B service such as at the Hotel Monville in Montreal, and housekeeping services, such as the service robots at the ECM2 Hotel in Chicago ,that cater for guest requests such as for  extra pillows, towels ,toothbrushes, to name but a few.

However, there is also a generation that grew up prior to the sophisticated computers and robotics that we now take for granted, and that generation is still upwardly mobile; having moved into a higher social position, usually because they are earning more money Thank advances in healthcare and mobility for that. Thus, it’s not uncommon to see international travellers in their sixties, seventies, and eighties (and above that). They belong to the ‘Baby Boomers’ era (born between 1946 and 1964), and possibly the earliest years of Generation X (born between 1965 and 1980).

Typically, these people have retired from regular employment, their children have grown up and started families, and they are now itching to travel. They have the disposable income to do so as they have fulfilled their major financial obligations. However, they may not appreciate the excessive proliferation of tech, for a myriad of reasons. They come from an era where face-to-face interactions were paramount and considered the norm rather than exception. They would rather receive assistance from a human being instead of a metal and plastic machine on wheels, no matter how friendly said machine is designed to look. They prefer to see a proper telephone and open a room door with a real key card, rather than expect them to faff around forever with their mobile phones, trying to align it exactly with the target area on a NFC-enabled door lock.

So, how do you strike a balance between embracing the contactless tech revolution, and keeping this segment happy and comfortable? Here are a few tips:-

• Even if your check-in and check-out systems are automated via kiosks and touch screens, always have someone (wearing appropriate safety gear such as face masks and gloves) on hand to help, should a guest encounter difficulty with the system. No IT system is 100% reliable and foolproof, and can crash, hang, or otherwise encounter random glitches. Murphy’s Law dictates that these are most likely to happen to a guest who is less tech-savvy.
• Got the latest NFC-enabled door locks that can be opened by a guest’s phone? Great, but also ensure that they have a good old-fashioned back-up in the shape of the tried and tested key card. That way, if a guest is uncomfortable with using their mobile phone to unlock their room door (maybe they prefer to keep it in the room to charge, whilst going on their travels), you can offer them a key card – just make sure it’s thoroughly sanitised and communicate this to the guest as well.
• Don’t ditch the telephone in the room. Whilst some guests may not give it a second look, this generation will appreciate being able to pick up a phone and hear a voice on the other end. Your smart TV can display the in-room dining menu for example but allow them to place their order via the telephone.
• They will most likely request assistance with their luggage, so ensure you have someone on hand to provide this. Yes, there are luggage assistant robots available, but they will appreciate the human element here – properly clad and with appropriate personal protective equipment of course.

In hospitality, it’s our job to make everyone feel welcome. These tips will allow you to continue that ethos and ensure that all generations are accommodated at your establishment. Your staff will thank you too – after all, this is the generation that is known for tipping!

Ashraaq Wahab - Technical Director Hospitality Sri Lanka, Automotive Journalist, Marketer and Writer, who enjoys penning his thoughts, insights and ideas on a variety of topics.

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