Tech In Hospitality: How AI, VR Can Revolutionise Customer Experiences

The use of virtual reality (VR) and augmented reality (AR) in the hospitality industry is changing how people see and interact with food

By Dean Rodrigues

The hospitality industry has always been at the forefront of providing exceptional experiences to guests. With significant technological breakthroughs, the sector is now on the verge of a new era where innovation is poised to revolutionise the way we experience hospitality services. From streamlining operations to embracing new-age technologies, the future of technology in hospitality holds tremendous opportunities to improve customer experiences, especially in the food industry. As we step into this technology landscape, the possibilities are limitless. With the integration of digital ordering systems, mobile communication tools, virtual reality, and the Internet of Things (IoTs), hotels, and restaurants can optimise processes, experiment with new culinary frontiers, ensure supply chain transparency, and deliver efficient and personalised service.

Here’s a look at these transformative aspects of technology in hospitality, painting a picture of a future where technology and hospitality seamlessly intertwine to create extraordinary experiences for customers.

Streamlining Operations

In the fast-paced hospitality industry, efficiency is crucial, and technology is a key factor in streamlining processes. It is being used across the hotel, from the front desk to the kitchen, to streamline operations and improve customer satisfaction. Thus, integrating digital ordering systems in restaurants and hotels is one key development. This cuts down on wait times and improves overall eating experiences by enabling customers to simply place orders using tablets or mobile apps. Additionally, technology equips hotel workers with efficient task management and communication tools. In this context, real-time updates on visitor requests, housekeeping schedules, and maintenance issues are made possible by mobile devices and specialised software, ensuring business operations go as planned. Hence, by automating routine tasks, staff can focus on delivering personalised services and attending to guests' unique needs, ultimately elevating the overall guest experience.

Easy Experimentation

The food industry has always been a hotbed of culinary inventiveness within the hotel sector, and technology is now opening up intriguing options for experimentation. The use of virtual reality (VR) and augmented reality (AR) is changing how people see and interact with food. Chefs can use these technologies to present their creations in immersive surroundings, allowing customers to see exquisite foods before they are cooked. According to MarketsAndMarkets, the global augmented reality and virtual reality market is estimated to reach $114.5 billion by 2027, at a CAGR of 25.3 per cent.

Robots and Automation

Robots and automation are no longer the stuff of science fiction; they're already a reality in the hospitality business. Robots are being used in kitchens and restaurants to increase productivity and ensure quality consistency. From robotic waiters to automated food preparation systems, these advances can drastically minimise human error, enhance service speed, and meet hygiene and safety standards. According to Allied Market Research, the market for hospitality robots was anticipated to be worth $295.5 million in 2020 and is expected to grow to $3,083 by 2030, a CAGR of 25.5 per cent. On the other hand, automation is increasing efficiency, and achieving a balance with personalised service is critical. In this context, staff members play an essential role in engaging with guests, learning about their interests, and making customised recommendations. Hence, by leveraging technology, staff can access guest profiles, including dietary restrictions and preferences, to tailor their recommendations and create memorable dining experiences.

Revolutionising Experiences: The Future is Here!

Technology has a promising future in the hospitality industry, especially in the food industry. By emphasising streamlining procedures, facilitating simple experimentation, utilising new-age technology, as well as robotics and automation, establishments can produce truly innovative experiences for their customers. The sector can pave the way for a future in which innovation and outstanding customer experiences go hand in hand by embracing these improvements while keeping the essence of human hospitality.

The writer is the executive pastry chef at Academy of Pastry and Culinary Arts.

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