By Hauke Lenthe
Voice-controlled technologies are everywhere in everyday life. Over one-third of Americans now own a smart speaker, like an Amazon Alexa or Google Home, and seven out of 10 say they use it at least daily.
With this fast-growing adoption, it’s no wonder voice tech is also becoming a key piece of the hospitality tech stack as well: Over half of hotel operators already offer or plan to add voice-controlled devices to guestrooms this year.
But many still question the ROI of deploying voice technology, when in fact, voice-enabled devices provide measurable business value to the hotel operator, as well as enhance the guest experience. Here’s how:
1. Streamlined operations
Given the current workforce challenges, hotel operators need all the help they can get to reduce staff burden and ensure an efficient, attentive guest experience. But it’s difficult to do that with limited staff and slow processes. For example, when a guest calls the front desk for extra towels, the attendant in many cases must make another call to housekeeping, taking up precious time.
Adding in-room voice-enabled devices can automate those services, eliminate inefficiencies, save time and money, while providing guests with more timely service. Some solutions even interface directly with task management and housekeeping systems to automate the entire process.
For example, at one property in Vancouver, in-room voice assistants saved at least 104 minutes of staff time per day and more than 632 hours a year. At another location in New Orleans, they saved more than five hours of staff time per day, totaling roughly 56 eight-hour shifts or 11 full work weeks in just one quarter.
2. Provide information resources
For years, in-room guest service information has been provided via printed materials: flyers or even entire booklets that contain information regarding pool, fitness center and restaurant hours, checkout times and other pertinent facility details. These can quickly look tattered, become unsanitary and updates require frequent reprinting, which wastes time, paper and resources.
In-room voice assistants can easily provide all of this information quickly and easily to guests and eliminate the paper hassle. Whether it’s inquiring about spa hours or the location of the nearest vending machine, guests can simply ask the kiosk, saving precious staff time and supporting more sustainable operations.
3. New revenue opportunities
Delivering value is paramount as travelers demand more for their money, especially in a tight economy. Of course, hoteliers also have to manage expenses when everything from supplies to labor costs more.
Voice-enabled smart speakers allow hotel operators to upsell services to generate new revenue. For example, you might program voice assistants to offer a free appetizer at the on-site restaurant or complimentary dessert with a room service order, an add-on facial with any spa service, or even a small discount on their next stay for using the device for in-room checkout, which saves front desk time and resources. The screen also gives marketing an opportunity to display promotional offers to guests even before they ask for information to drive traffic to on-site services.
4. Guest convenience and accessibility
The convenience of voice devices allows guests to easily get the information and services they need without hassle—from getting the weather report to making dinner reservations, ordering takeout or hailing a ride. Of course, the device also includes an alarm clock, a Bluetooth speaker and a telephone, which reduces the number of gadgets cluttering the bedside table.
Voice-enabled technology also solves many accessibility challenges, giving guests more control over their comfort and overall experience, especially when it’s integrated with other smart technology like thermostats and lighting. For example, with voice tech, guests don’t have to figure out how to use the temperature controls; they can simply say, “Set the temperature to 20 degrees Celsius,” or “Turn down the AC to 68 degrees Fahrenheit,” and it’s done. Or they can quickly adjust the lighting from the comfort of the bed.
5. Multilingual support
Language barriers can be an obstacle in any location, not just for international travel. With broader diversity in the workforce, it’s not uncommon to encounter multinational staff at hotels, which might make it difficult for travelers to communicate their needs.
Deploying multi-lingual voice-enabled technology can make guests feel more comfortable, safer and able to get the information and services they need. Instead of feeling reluctant to call the front desk to request extra towels or make a spa appointment, guests can simply speak their request—and get the appropriate response—all in their native language for a more convenient and confident experience.
6. Cultivated experiences
More than ever, guests are looking for unique, experiential travel that takes them off the beaten path and immerses them in local culture. Voice solutions make it easy for hotel operators to give guests this cultivated experience by providing customized guidance. For example, properties can partner with local establishments to recommend them to guests through the in-room device. That way, if a guest asks for the best local pizza, the voice assistant can suggest the family-owned shop down the street and even provide a special offer code. Or for properties with in-house dining, the device could be set up to recommend the daily dinner special or happy hour options in the lobby bar. It makes the entire experience feel personalized and unique—perfect for #influencer culture.
The value of voice
By incorporating voice, along with integrated data tracking, analysis and personalization, into their technology stack, hoteliers can create a curated experience that makes guests feel right at home, while also reducing staff burden to save time and money.
It’s also important to note that hoteliers shouldn’t feel limited to off-the-shelf consumer technology that attempts to cater to hospitality needs. In fact, there are hospitality-specific technologies that provide a service-focused solution, tech stack integration and put hoteliers in control of every response guests receive.
Hauke Lenthe is the managing director for Nomadix in Europe, the Middle East, Africa and Asia-Pacific, serving customers in more than 100 countries.
