{"id":6716,"date":"2025-10-19T15:33:43","date_gmt":"2025-10-19T13:33:43","guid":{"rendered":"https:\/\/tragento.com\/?p=6716"},"modified":"2025-10-19T15:33:43","modified_gmt":"2025-10-19T13:33:43","slug":"what-role-does-technology-play-in-the-guest-experience-in-modern-hospitality","status":"publish","type":"post","link":"https:\/\/tragento.com\/en\/koja-je-uloga-tehnologije-kod-iskustva-gosta-u-modernom-hotelijerstvu\/","title":{"rendered":"What is the role of technology in the guest experience in modern hospitality?"},"content":{"rendered":"

A hotel guest's experience encompasses the overall impression a guest gains through all interactions with the hotel during their stay. It's a broader picture than just customer service \u2013 it includes atmosphere, convenience, comfort, and personal experience, meaning how enjoyable and memorable the stay is. Customer service<\/strong> (or direct staff-guest communication) is only one part of that mosaic.<\/p>\n\n\n\n

What makes a good guest experience?<\/strong><\/p>\n\n\n\n

Many things contribute to a positive experience. According to J.D. Power's 2024 study, overall hotel guest satisfaction rests on six key factors: connectivity and communication, food and beverage, the room, hotel facilities, staff service, and value for money.<\/a>. Similarly, cleanliness<\/strong> i friendliness of the staff<\/strong> These stand out as crucial elements. A study by the American Hotel & Lodging Association (AHLA) confirms that guests rank room and property cleanliness, and friendly staff interaction, among the most important factors for a good experience.<\/a>. For example, 591 TP3T passengers consider the cleanliness of the room to be the most important, and 481 TP3T the overall cleanliness of the facility.<\/a>.<\/p>\n\n\n\n

Room cleanliness, facility cleanliness, and friendly staff are most important for a positive guest experience.<\/a>.<\/em> This graph from the AHLA\/Ecolab report clearly illustrates this distribution of key factors. This confirms that hygiene and staff attentiveness are indeed at the very top of guest priorities.<\/p>\n\n\n\n

It's no surprise that good service "with a smile" is especially memorable. Research by the Hampton by Hilton chain and Goldsmiths University has shown that friendly, warm service can raise the overall rating of a stay by 22% and make it six times more memorable. Guests who experienced "service with a smile" felt 51% more welcome, and as many as 75% were more likely to return to the same hotel. A warm welcome and the staff's friendliness can even make the food taste better and the bed more comfortable.<\/a>.<\/p>\n\n\n\n

Naturally, some aspects of an excellent experience are physical and cannot be digitised \u2013 for example, the hotel's location, high-quality food, or superior bedding. The human factor<\/strong> it is also indispensable: the kindness and helpfulness of staff often create an emotional connection with the guest. Industry experts agree that technology cannot replace that human touch, but rather should complement it. As it is colourfully put, \u201cDirect human capital where it creates smiles, and technology where it creates efficiency.\u201d<\/em><\/a>. In other words, technology needs to take over routine tasks so that staff have more time to dedicate to hospitality.<\/p>\n\n\n\n

Different guests \u2013 different expectations<\/strong><\/p>\n\n\n\n

Guest expectations vary depending on the type of traveller and the purpose of the trip. Tourists<\/strong> On holiday, prices mean personal access and authentic interaction \u2013 warm staff will mean more to them than a robotic self-service. Business travellers<\/strong>, on the other hand, they prioritise efficiency and speed of service. They want a quick check-in, reliable Wi-Fi, and good connectivity so they can work seamlessly on the go<\/a>. As investor Nawfal Bendefa observes, for holiday guests, it is better to invest in training staff for personalised service, while corporate clients prefer digital, self-service options for time-saving.<\/a>.<\/p>\n\n\n\n

Also, the difference is between classic hotels<\/strong> i properties for rent (e.g. apartments or houses)<\/strong>. Hotels can generally provide a uniform service according to standards and more easily introduce technologies for all guests. The short-term rental (STR) industry is very fragmented \u2013 each house or flat is different \u2013 so it is more difficult to achieve consistent service and adopt new technologies more quickly.<\/a>. Guests in apartments are often more independent and do not expect classic hotel service, meaning one solution does not fit all. Nevertheless, regardless of the segment, the goal is to improve the guest experience wherever possible. Therefore, below we examine the key technologies that modern hotels use to delight guests and earn excellent reviews.<\/p>\n\n\n\n

Technologies for better guest communication<\/strong><\/p>\n\n\n\n

Fast and practical communication with staff is an essential feature for guests. The vast majority of travellers (over 77%) would be happy to use it. automatic messages or chatbots<\/strong> for simple requests during your stay<\/a>. No one wants to call reception or wait on the line for every question anymore. Fortunately, hotels today have more options to allow guests Service availability 0-24<\/strong> digital channel opportunities<\/p>\n\n\n\n