How do hotels best cater to the needs of both groups?

Let’s first look at the pre-tech generations. Here are some key expectations from this group of guests when it comes to technology.

– User-friendly interfaces: Technology should be intuitive and easy to use. Complicated systems can be a deterrent, so simplicity is key. This includes providing multiple interfaces like web, app, and kiosk.

– Online booking and check-in: The ability to book rooms and check-in online is valued for its convenience. However, they also appreciate having the option for in-person check-in if they prefer. The human touch is still important.

– Personalized services: Technology that enhances personalized service, such as remembering previous preferences or offering customized recommendations, is valued.

Overall, these older generations look for a blend of modern technology that enhances their stay without being overly complex or difficult to use… all with a twist of human interaction added in. These guests value someone available in the lobby to help out if they run into trouble using check-in technology. They are also more likely to still prefer standing in line until they are convinced of the value of using a kiosk, for example. A unique balance of technology and staff is key.

In contract to older generations, younger generations have a preference for speed and efficiency aided by technology. Having grown up with self-service options (ATMs, self-checkout lanes, airport kiosks), they are adept at using these technologies to take control of their own experience.

These generations also prefer online to face-to-face communication. 65% of Gen Z prefer to communicate online rather in person. 59% of Millennials prefer to use messaging apps like Facebook Messenger to interact with customer service. It’s easy to see that providing a contactless option for these generations is quickly becoming a necessity for hotels.

Here are three of the most important technology features a hotel should have:

– Mobile-first experience: Particularly Gen Z grew up with a cell phone in hand. They expect all interactions, from booking to check-out, to be available on and optimized for mobile.

– Contactless everything: From check-in to room service, they prefer minimal physical contact through the use of apps and kiosks.

– In-app concierge services: The ability to request services, make reservations, and get local recommendations directly through a hotel app. AI-powered chat will be a big value-add here.

Millennials and Gen Z represent a unique challenge when it comes to deploying hotel technology. Where Baby Boomers and Gen X may be happy with limited options with staffing present for additional support, younger generations want to be able to do everything contactlessly, and that is no easy task.

Hotel guests represent every generation, and that creates a significant challenge when it comes to choosing the right technology. It’s important to address all generations and to not alienate the other. By deploying the most user-friendly and fully featured guest solution, you address older and younger generations at once. By strategically leveraging some staff in the lobby, you address the need of the older generation and their initial reluctance to use technology. Other aspects are important as well including in-lobby signage, welcome emails, and proper staff training to speak effectively to all guests.

Whether you’re looking to deploy guest-facing technology or are looking for guidance with your current system, Virdee is here to help. Contact us and let us know how we can help.

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Austin, TX– May 14, 2024 — Virdee, a leader in guest experience technology and check-in automation, today announced the appointment of Paul Pellman as the company’s first CEO. Pellman joins the Virdee executive team following a 35-year career in the technology industry and will lead Virdee through its next phase of growth, building on the strength of the company’s highly regarded hotel guest experience technology and reputation for innovative solutions. Virdee Co-Founders Branigan Mulcahy and Nadav Cornberg will add titles of Chief Operating Officer and Chief Technology Officer, respectively. 

This appointment marks Paul’s third time as CEO of an Austin-based technology company. Previously, Pellman was CEO of Adometry, a market leader in multi-touch attribution to clarify the consumer purchase journey. Adometry was acquired by Google under Pellman’s leadership. Most recently, Pellman was CEO of Kazoo, a Vista Equity Partners portfolio company in the employee experience software industry.

This hire comes six months after Virdee announced its $12.4 million Series A financing led by Moneta Ventures and coincides with two additional key hires. Former Vice President of Product at Narvar, Kelli Lin, has been appointed Virdee’s new Vice President of Product, and Royi Haddad, prior engineering leader at Hippo Insurance, has been appointed Vice President of Engineering.

“We are thrilled to bring Paul Pellman to Virdee to lead the company as it evolves into its next phase,” said Branigan Mulcahy, Co-Founder and COO of Virdee. “Since its founding in 2020, Virdee’s corporate growth and the market adoption of our technology has always been ahead of expectations. Paul’s experience and leadership will ensure we maintain that momentum. It’s an exciting time at Virdee and Co-Founder Nadav Cornberg and I wholeheartedly welcome Paul, Kelli and Royi to the company.”

“I am honored to be the CEO of Virdee and ready to get to work as Virdee becomes more than a company name but also the word that is synonymous with guest experience technology,” said Paul Pellman, CEO of Virdee. “Virdee’s leadership is talented and visionary as evidenced by the company’s incredible traction with enterprise clients. I look forward to working with Branigan and Nadav in taking the company to the next level, realizing their vision of digitally connecting guests and hotels while seamlessly automating all front desk transactions and amenities. Together, we will continue to deliver exceptional value, make hotel stays more elevated than ever before while we grow our roster of leading hotel and resort clients.”

Virdee was formed in 2020 by Branigan Mulcahy and Nadav Cornberg to bring a contactless hotel check-in experience that would work anywhere and with any system while supporting 100% of guest check-ins to owners and operators of hotels. For more about Virdee and its solutions, visit www.virdee.io.

About Virdee
Based in Austin, Texas, Virdee is an innovative software company serving the hotel industry. Its API-first approach provides the most comprehensive solution of check-in/out, identity verification, payment collection, and remote support. Virdee helps clients elevate the customer experience, reduce costs and generate ancillary revenue. Virdee was founded in 2020 by experienced real estate operators and visionary technologists – Branigan Mulcahy and Nadav Cornberg. Visit www.virdee.io to learn more.

Contact Information: 
Joanne Hogue
Smart Connections PR for Virdee
joanne@smartconnectionspr.com 
+1 (410) 658-8246

The post Virdee Builds Executive Team, Adds CEO and New VPs, to Capitalize on Market Momentum appeared first on Virdee.

AUSTIN, Texas, April 23, 2024 – Virdee, a leader in guest experience technology and

check-in automation and a member of Oracle PartnerNetwork (OPN), today announced that Virdee Virtual Reception platform and software development kit (SDK) are available on Oracle Cloud Marketplace and can be deployed on Oracle Cloud Infrastructure (OCI) and integrated with OPERA Cloud via the Oracle Hospitality Integration Platform (OHIP). Oracle Cloud Marketplace is a centralized repository of enterprise applications offered by Oracle and Oracle partners.

Virdee Virtual Reception enables a contactless hotel experience and provides access and amenities at guests’ fingertips. Virdee supports Oracle OPERA Cloud and Oracle Hospitality Integration Platform (OHIP). The Virdee platform delights guests and can help improve profitability for hotels by automating an end-to-end check-in experience including secure identity verification, room choice and upgrades, mobile key, an in-lobby kiosk, remote assistance, and more. All features are also available via SDK. Virdee’s integration with Oracle OHIP can mean even faster deployment for clients with automated onboarding at no additional costs.

Oracle Cloud Marketplace is a one-stop shop for Oracle customers seeking trusted business applications and services offering unique solutions, including ones that extend Oracle Fusion Cloud Applications. 

OCI is a deep and broad platform of cloud infrastructure services that enables customers to build and run a wide range of applications in a scalable, secure, highly available, and high-performance environment. From application development and business analytics to data management, integration, security, AI, and infrastructure services including Kubernetes and VMware, OCI delivers comprehensive security, performance, and cost savings. In addition, with multicloud, hybrid cloud, public cloud, and dedicated cloud options, OCI’s distributed cloud offers customers the benefits of cloud with greater control over data residency, locality, and authority, even across multiple clouds. As a result, customers can bring enterprise workloads to the cloud quickly and efficiently while meeting the strictest regulatory compliance requirements.

“Virdee Virtual Reception is a unique offering in the Oracle Cloud Marketplace. Virdee’s platform of products can help unlock new revenue streams, save hotel staff time, and increase guest satisfaction and retention,” said Nadav Cornberg, Co-Founder of Virdee. “Virdee’s participation in Oracle Cloud Marketplace further extends our commitment to the Oracle community and enables customers to easily reap the benefits of Virdee Virtual Reception. We look forward to leveraging the power of OCI to help us achieve our business goals.”

Virdee has seen a marked rise in market adoption since 2020 when the company was founded by Nadav Cornberg and Branigan Mulcahy. The company completed an oversubscribed Series A funding round of $12.4 million in November 2023. Virdee counts some of the world’s largest hotel grands as its clients, and its installation base includes four of the largest casino hotels in Las Vegas and several other major hotel brands. To find out more about Virdee and its solutions, visit www.virdee.io.

#  #  #

About Virdee 

Based in Austin, Texas, Virdee is a software company offering innovative hotel self check in technology. Contactless hotel check in with self check in kiosk, app, and mobile web options alleviates long check in lines and even enables a virtual front desk via identity verification, payment collection, remote assistance, and more. Guests can get a digital hotel key in the app or a physical hotel key card from the kiosk. Virdee helps clients elevate the customer experience, reduce costs and generate ancillary revenue. Virdee was founded in 2020 by experienced real estate operators and visionary technologists – Branigan Mulcahy and Nadav Cornberg. Visit www.virdee.io to learn more.

About Oracle PartnerNetwork

Oracle PartnerNetwork (OPN) is Oracle’s partner program designed to enable partners to accelerate the transition to cloud and drive superior customer business outcomes. The OPN program allows partners to engage with Oracle through track(s) aligned to how they go to market: Cloud Build for partners that provide products or services built on or integrated with Oracle Cloud; Cloud Sell for partners that resell Oracle Cloud technology; Cloud Service for partners that implement, deploy and manage Oracle Cloud Services; Industry Healthcare for partners that provide commercially available products and/or services built with Oracle Cloud and Oracle Health technologies; and License & Hardware for partners that build, service or sell Oracle software licenses or hardware products. Customers can expedite their business objectives with OPN partners who have achieved Expertise in a product family or cloud service.  To learn more visit: http://www.oracle.com/partnernetwork 

Trademark

Oracle, Java, and MySQL are registered trademarks of Oracle Corporation. NetSuite was the first cloud company – ushering in the new era of cloud computing.

Contact info:  

Joanne Hogue
Smart Connections PR for Virdee
joanne@smartconnectionspr.com
+1 (410) 658-8246

The post Virdee Virtual Reception Now Available on Oracle Cloud Marketplace appeared first on Virdee.

AUSTIN, Texas, November 15, 2023 – Virdee, a leader in guest experience technology and check-in automation, today announced that it has raised USD $12.4 million in an oversubscribed Series A funding round led by Moneta Ventures with participation from Silverton Partners, Koch Real Estate Investments, Alumni Ventures, DJR Advisors, Capital Factory and other strategic partners. Virdee will use this funding to further the company’s technological innovation with expanded product features and functionality, while growing its workforce, and deepening its presence in the hospitality sector. 

The investment follows previous Series Seed financing led by Austin-based Silverton Partners in February 2022 as well as a 2020 angel investment led by Rajiv Trivedi, former President of La Quinta Inns & Suites. Virdee’s total funding has now surpassed $21 million. 

“We were drawn to Virdee’s value proposition – tech that improves the guest experience while enabling staff to do more,” said Brent Kelton, Partner at Moneta Ventures, and new Virdee board member. “These weren’t just words. Virdee has a robust customer roster, has grown quickly and with its domain expertise in the hotel sector, is positioned to become a category-defining leader in the hospitality tech space. We are excited to partner with Virdee as it embarks on this new chapter of its growth.”    

Founded in 2020 by Nadav Cornberg and Branigan Mulcahy, Virdee has seen massive expansion over the past two years, registering nearly 600% revenue growth in 2022 with similar expectations for 2023. Virdee’s platform connects guests and hotels via digital applications and AI, seamlessly automating all front desk transactions. Everyone from large hotel brands to boutique properties can plug Virdee’s solution into their existing digital experience – elevating the guest experience, eliminating lines, and turning front desk staff into guest relationship managers. Virdee’s installation base includes four of the largest casino hotels in Las Vegas and several other major hotel brands. 

“We are pleased to announce the completion of our oversubscribed Series A funding from Moneta Ventures and others to support Virdee’s ongoing vision to transform the digital guest experience at hotels,” said Branigan Mulcahy, Co-Founder of Virdee. “Moneta Ventures’ expertise and experience in helping scale businesses like Virdee is an irreplaceable asset to the company as we continue to penetrate the hospitality sector. As we already support some of the leading hospitality brands in the world, we are pleased to receive this Series A funding and excited to write the next chapter in our success story.” 

“For hospitality brands, Virdee’s pursuit of streamlining and simplifying the hotel check in process and the digital guest experience has resulted in an offering that is truly a value-add with incredible speed-to-market via our SDK,” said Nadav Cornberg, Co-Founder of Virdee. “As we innovate and add new features, we see our client base expand in kind. In founding a company such as Virdee, our key goal has always been to deliver unparalleled value to the hospitality marketplace.”

Virdee is dedicated to enabling technological transformation across the hospitality industry while helping clients successfully deploy a virtual reception. The company’s contactless hotel check-in experience works anywhere and with any system while supporting 100% of guest check-ins. For more about Virdee and its solutions, visit www.virdee.io. 

# # #

About Virdee 
Based in Austin, Texas, Virdee is an innovative software company serving the hospitality industry. Virdee Virtual Reception reduces costs and increases revenue while improving the guest experience. Web, app, kiosk, and SDK options cover 100% of guests, enabling a truly contactless experience that puts the guest in control. Virdee was founded in 2020 by Branigan Mulcahy and Nadav Cornberg. Visit www.virdee.io to learn more. 

About Moneta Ventures 
Moneta Ventures is an early-stage venture capital firm with offices in Austin, TX, and Folsom, CA. The firm invests in high-growth B2B technology companies along the US West Coast and in Texas. Founded by serial entrepreneurs with a track record of building and exiting large technology companies, Moneta works closely with founders to help companies scale operationally alongside capital investment. Moneta Ventures has invested in more than 45 companies in underserved and emerging venture markets since 2014, including Aumni, VideoVerse, Grin, Mindtickle, Sibros, and App Orchid. 

About Silverton Partners 
Silverton Partners is focused on funding and mentoring early-stage businesses led by founders who share in its commitment to disrupt growth markets and build enduring companies. Founded in 2006, the firm brings the benefits of its vast network and decades of rich experience to each partnership. Austin-based Silverton is the most active venture capital investor in Texas and has been the initial investor behind visionary companies including WP Engine, Storable, SailPoint, Silicon Labs, TurnKey Vacation Rentals, The Zebra, AlertMedia, Aceable, Self Financial, Wheel, and Billie.  

Contact info:  
Joanne Hogue
Smart Connections PR for Virdee
joanne@smartconnectionspr.com
+1 (410) 658-8246

The post Virdee Closes on $12.4M in Series A Funding led by Moneta Ventures appeared first on Virdee.

1. Remote Work Culture and Hybrid Travel:

The remote work revolution sparked by the COVID-19 pandemic has altered how people approach their careers. With the realization that work can be done from anywhere, more professionals are choosing to work remotely or adopt hybrid work models. This shift in work culture has fueled the demand for extended-stay hotels, which offer the perfect blend of productivity and comfort. Travelers can set up a temporary office in their spacious rooms and seamlessly balance work responsibilities with leisure activities.

2. Infrastructure and Green Energy Projects:

As governments worldwide prioritize infrastructure development and sustainable energy projects, the need for extended-stay accommodations for work crews is rising. These projects often require professionals to work on-site for extended periods, creating a substantial market for extended-stay hotels. This trend is expected to continue as countries invest in upgrading their infrastructure and transitioning to greener energy sources.

3. Cost-Effectiveness and Efficiency:

One of the primary reasons extended-stay hotels have gained popularity is their cost-effectiveness. These hotels are cheaper to build and operate than full-service ones, making them an attractive option for developers and investors. With fewer amenities and less frequent housekeeping, extended-stay hotels can provide excellent service while keeping operational costs in check.

4. Evolving Guest Expectations:

The future of extended-stay hotels lies in understanding and adapting to guests’ changing expectations. Today’s travelers seek not only comfort and convenience but also unique experiences. Extended-stay hotels incorporating local elements and creating a sense of community will stand out in the market. Offering tailored amenities, flexible check-in/check-out options, and personalized services will be crucial to meeting guests’ evolving needs.

5. Technological Advancements:

As technology continues to shape the hospitality industry, extended-stay hotels must leverage innovative solutions to enhance guest experiences. Smart room controls, contactless check-in/out processes, and efficient communication platforms will become the norm. Additionally, incorporating sustainable practices and energy-saving technologies will appeal to environmentally-conscious travelers.

6. Emphasis on Health and Well-being:

In the post-pandemic world, health and safety will remain top priorities for travelers. Extended-stay hotels must implement rigorous cleaning protocols and ensure proper ventilation. Health-focused amenities such as fitness centers, outdoor spaces, and healthy dining options will become essential in attracting guests seeking a well-rounded stay experience.

The future of extended-stay hotels looks promising, with a growing emphasis on remote work, infrastructure projects, cost-effectiveness, and guest-centric approaches. As the hospitality industry continues to adapt to changing demands, extended-stay hotels are well-positioned to cater to the needs of modern travelers. By embracing technological advancements, sustainable practices, and a focus on health and well-being, these hotels will thrive in a new era of travel and work. Whether for business or leisure, extended-stay hotels offer a home away from home, providing guests with the perfect balance between productivity and relaxation.

You can learn about LivAway naming Virdee brand standard for their national expansion here!

The post The Future of Extended Stay Hotels: A New Era of Travel and Work appeared first on Virdee.

No more waiting in line: Say goodbye to those long queues at check-in. With touchless kiosks and user-friendly apps, guests can dive right into their stay within minutes.

Efficiency at its best: Balancing guest satisfaction and costs is crucial, and self-service technology can help. It reduces the burdens on the front desk, streamlines the check-in process, and strategically allocates resources.

Boost your revenue: Who doesn’t love extra cash? With self-service technology, you can easily upsell services and amenities, giving your guests an unforgettable experience while boosting your revenue.

Catering to the modern traveler: Keep up with the expectations of tech-savvy guests. By embracing self-service technology, you’ll ensure your property stays relevant and appeals to a broader audience.

Stand out from the crowd: Leave a lasting impression on your guests with innovative self-service technology. It enhances your brand image, attracts more customers, and builds loyalty.

Everyone is welcome: Self-service technology is designed to accommodate all guests. With user-friendly interfaces, you’ll create an inviting environment where everyone feels comfortable and valued.

Get ahead of the competition: Self-service technology is the secret weapon that will give your limited-service property the edge in the rapidly evolving hospitality industry.

Welcome to the future of hospitality! As the industry evolves, embracing self-service technology becomes an imperative strategy for limited-service hotels to stay relevant, competitive, and successful in catering to the ever-changing demands of today’s travelers. So, whether you’re a guest seeking a hassle-free stay or a property owner looking to thrive in a competitive market, self-service technology is the key to unlocking the future of hospitality. 

It really is THIS easy!

The post Self-service technology is changing the game, and here’s why: appeared first on Virdee.

SALT LAKE CITY (July 25, 2023) — LivAway Suites, the developer-centric, economy-extended stay hotel brand, has announced a partnership with innovative software-as-a-service company, Virdee, to strengthen their technology-forward brand standards for guests.

The collaboration with Virdee will implement a variety of user-friendly technologies in order to enhance and streamline the overall guest experience. These technologies include self-serve check-in, around-the-clock virtual reception, and pre-check-in options, as well as other web, mobile, and kiosk services. Through the digital guest engagement platform, customers will enjoy 24/7 touchless check-ins and digital room keys all from the palm of their hand.

For developers, this partnership will provide a competitive advantage, operational efficiencies, and the ability to drive more revenue through cross-sale opportunities within the check-in process and add-ons available through the app.

“Contactless technology is a boon for our industry, and our partnership with Virdee provides a seamless digital guest service solution through mobile, kiosk and online – at the same time offering additional revenue streams and reducing operational costs at each LivAway Suites hotel,” remarked Kevin Dailey, Chief Operating Officer of LivAway Suites. “Our partnership with Virdee doubles down on our commitment of being the most tech-forward brand in our segment ‘because our guest deserves better.’”

“LivAway Suites’ technology-centered, developer-focused approach makes them an ideal hospitality partner for Virdee”, said Branigan Mulcahy, Co-Founder of Virdee. “Leveraging the operational efficiencies that Virdee offers, gives LivAway Suites an innovative leg up on their competition in the extended stay segment.”

LivAway Suites, created “for developers, by developers,” currently has over 25 locations in various phases of development across the United States. Over the past few months, LivAway Suites has broken ground on locations in metro areas of Tennessee, Washington, and Utah, with many more markets to follow in the coming months.

To learn more about LivAway Suites, visit www.livawaysuites.com

ABOUT LIVAWAY SUITES

LivAway Suites, based in Salt Lake City, Utah, is a new economy extended stay hotel brand with a developer-centric business model and hotel design that helps our guests feel more at home while away. The brand is built on understanding the importance of offering guests “everything they need and nothing they don’t” with straightforward services and pragmatic amenities that offer livability and comfort at an affordable rate. Built on a foundation of “for developers, by developers,” LivAway Suites is poised to disrupt the traditional hotel franchise model through transparent pricing and an improved return on investment. For more information, visit www.livawaysuites.com.

ABOUT VIRDEE

Based in Austin, Texas, Virdee is an innovative software company serving the hotel industry. Its API-first approach provides the most comprehensive solution of check-in/out, identity verification, payment collection, and remote support. Virdee helps clients elevate the customer experience, reduce costs and generate ancillary revenue. Virdee was founded in 2020 by experienced real estate operators and visionary technologists – Branigan Mulcahy and Nadav Cornberg. Visit www.virdee.io to learn more.

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The post LivAway Suites™ Doubles Down on Tech-Forward Commitment with Virdee Partnerships appeared first on Virdee.

After having used an in-house developed system, Hilton decided to buy instead of build its next generation of property management software. Let’s look into why this was a good decision and how buying vs building can help keep companies at the forefront of technology and provide a competitive advantage.  

Build vs Buy: Flexibility  

One of the main reasons to buy software instead of building it in-house is the flexibility it affords the buyer. Hilton and HotelKey partnered to design PEP, which is unique to Hilton and will be used exclusively by their properties. While fantastic off-the-shelf solutions exist, a large brand like Hilton is going to have unique requirements to meet the demands of such a large and complex global property structure. The benefit of outsourcing development is that the client has the ability to provide input during the design process. Post-launch, you’re going to want to add features to continue to remain competitive and satisfy guests.  

Large clients will have dedicated staff (from the software provider) available to them to ensure the software is working properly and for everything from designing new features to troubleshooting bugs. If you think about any software that you use, from Windows to individual phone apps, there are constant updates being pushed out. There are stability improvements, new features, compatibility with new systems, etc. These take a lot of time and manpower, and it’s something you never have to worry about when you don’t develop it yourself.  

Build vs Buy: Cost  

Often when developing software in-house, companies fail to take into account the ongoing maintenance and further development. Cost-cutting measures tend to cut down on those developers over time while company priorities shift, resulting in outdated software that becomes a thorn in the side of guests and results in poor reviews. Purchasing software keeps development headcount off of the client’s books. As mentioned earlier, the continued development of the software will remain in the forefront, avoiding any declines in performance or guest satisfaction. Finally, keep in mind that when you buy, there is software ready to go. Yes, some customization happens for large clients, but it’s usually 90% there from the start. The cost of hiring and training developers and then starting to build software from the ground up is a cost you avoid when buying instead of building.   

Build vs Buy: Pace  

When deploying new software across a large portfolio the like of Hilton’s, it’s going to take a while. Hilton rolled out PEP to 500 properties over two years (starting in 2020) with the full rollout not complete until 2026. This is normal as there’s going to be a period of beta testing at the beginning followed by a period where stability needs to be observed across a selection of properties. Then features get dialed in before a larger rollout.  

When approaching something like this from an in-house perspective, the sunk cost is significant. There is this pressure to roll out as fast as possible to potentially reduce the amount of staff needed during rollout vs afterward. Going back to the cost topic, there is a risk of funding being reduced or headcount cut before the rollout is complete, potentially stalling progress and leaving many properties in the lurch. These issues are largely avoided when purchasing software, allowing a relatively small in-house team to take its time with logical beta and rollout periods.  

Build vs Buy: Options 

Lastly, when it comes to deciding between build vs buy, what buying gets you is options. From mobile ordering apps like Toast to room-cleaning robots, there are companies out there to leverage instead of building in-house. These companies do one thing and do that one thing very well. They are experts in developing, maintaining, and supporting their software and services and the clients that use it. Furthermore, interactions between solutions are becoming easier and easier. For example, Virdee’s own Virtual Reception is integrated with HotelKey’s technology along with numerous other PMS, lock, and payment providers. The ease of deploying and maintaining a purchased solution vs an in-house one is becoming better every day.  

The post Build vs Buy: Valuable Lessons From Hilton and HotelKey  appeared first on Virdee.

Personalized experiences

Technology has allowed hotels to personalize their guests’ experiences, starting from the booking process. For example, customer data is being used to tailor guests’ preferences, such as room selection and personalized amenities. Additionally, technology such as Artificial Intelligence (AI) is enabling hoteliers to analyze guests’ behavior in real-time and recommend personalized experiences based on their preferences and spending habits.

Enhanced communication

Clear communication between guests and hotel staff is essential for a positive guest experience. Technology, such as chatbots and virtual assistants, have reduced in-room service times while providing 24/7 customer service options and assisting guests with any inquiries. With the increasing popularity of mobile devices, hotels can also reach guests through SMS, social media, and in-app messaging, creating effortless communication channels and memorable experiences.

Increased efficiency

A significant advantage of technology in the hotel industry is the increase in efficiency. For example, automated services such as check-in/out kiosks and self-serve vending machines reduce wait times, allowing guests to check in and out quickly and efficiently. Moreover, integrating Property Management Systems (PMS) to automate routine tasks such as inventory management, staffing schedules, and housekeeping activities enable hotels to operate efficiently and provide an exceptional and consistent guest experience that leads to guest success.

Establishing expert status

Technology has generated fierce competition within the hotel industry. However, hotels that understand emerging technologies and how they can enhance guests’ experiences are setting themselves apart from the competition. Establishing the hotel as an expert authority on various technologies not only enhances the guest experience but also builds brand awareness and contributes to increased customer loyalty and guest success.

Creating a safe environment

Recent events have highlighted the importance of safety and health metrics. Fortunately, technology has empowered hotels to implement policies aimed at ensuring guest safety. High-tech security measures such as contactless check-ins, sanitization stations, and temperature screening tools make guests feel safe and secure when staying in your hotel. Additionally, technologies such as biometric security, IoT-controlled smart locks, and safety surveillance systems contribute to ensuring optimal guest comfort and safety.

Embracing technology in the hotel industry has become a necessity. By keeping up with emerging technologies, hotels can personalize guests’ experiences, increase communication channels, reduce wait times, establish expert status, create a safe environment, and ultimately enhance guest success. With emerging technologies such as AI, IoT, and Machine Learning seeking to revolutionize the hotel experience, hoteliers that embrace them will gain a competitive advantage, gain customer loyalty, and realize a return on investment that positively impacts the bottom line. The key takeaway is that every hotel can achieve guest success by understanding how technology can effectively impact guests’ experiences.

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On the surface, front-desk-on-demand seems simple to define. It’s anything that replaces the front desk and allows guests to do what they could do at the front desk but via technology instead. However, the further you dive into it, the more complex the topic can become. Does it include a connection to actual people, or is it limited to an app that guests interact with. You also have to consider the business challenges a property is trying to overcome. What are you trying to accomplish?  

Broad definition of front-desk-on-demand  

The definition of FDOD will partly depend on the needs of the property. If you think about what the front desk does at a large luxury hotel, it goes beyond checking in and checking out. It includes calling to ask for more towels or coffee pods (there isn’t always a separate room service line, or guests tend to just dial the front desk for anything). If a room key stops working or a guest loses their room key, then a stop by the front desk is mandatory for a new key. By extension, the concierge is also part of the front desk environment and provides information about surroundings or helps with dinner reservations. 

Smaller limited-service hotels may have a front desk that doesn’t carry the same number of responsibilities as those of larger properties. If there is no restaurant or kitchen on site, there is no room service that needs to be called. Concierges don’t exist. The problem of lost keys still exists, although with a smaller number of rooms, it won’t happen as often. A FDOD, even by broad terms, won’t have the same level of responsibilities at a smaller property vs at a larger one.  

Narrow definition of front-desk-on-demand 

The narrow definition of an FDOD is when a human is needed to help in a situation where technology cannot take care of the guest’s need. Everything else has been handled by an app or kiosk, but the guest now needs to contact a human at the front desk for a specific need. Thanks to virtual reception software becoming ever more robust, the types of guest needs that require human interaction are becoming increasingly scarce. The main issue that we see is problems checking in where a document won’t scan (e.g., because the bar code on the back is damaged) and a room lockout where the guest has nothing on them (no ID, no phone). 

Without the ability to connect the guest to a staff member (i.e., a front desk), technology alone cannot handle these issues. If the guest can be connected remotely to a staff member, then that staff member can check the ID via a camera (either on a kiosk or phone) and finish the check-in process. In the case of a lockout without any ID available, the staff member can look up the ID information from the check-in and issue a replacement key via a kiosk in the lobby. 

AI is not yet at the level that could complete the above two examples without human intervention. Virdee Virtual Reception offers Remote Assistance, which connects guests to hotel staff from anywhere. This is what we have typically called FDOD because it connects the guest to an actual staff member just like stopping by the front desk of the hotel or picking up the phone in the room. There are hotel technology providers out there that will also provide staffing, removing the need for the hotel to have front desk staff on its own payroll.  

The key to going staffless  

An FDOD staffed by humans is the key to a hotel going fully staffless. But what does that really mean? The property is staffless on-site and really only for the needs of the front desk and concierge. Especially full-service hotels will still require other types of staff on site, like maintenance, security, and kitchen staff. Luxury hotels will likely still want at least minimal front-desk staff on-site to ensure a high level of guest interaction and that personal touch. In the end, it may not be about being staffless but doing more with less staff.  

So which definition is correct?  

In the end, what FDOD means to a specific property depends on what they are looking for and what business challenges they are trying to overcome. More and more, technology is allowing for automation, from robots that clean rooms to lockers that can provide access to food, towels, and more. Ask yourself, “Can I cover every guest need with just an app, or do I need a person on the other end for certain situations?” Your front-desk-on-demand is what you need it to be. 

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