The dawn of a new era in hospitality
The hospitality industry has long been a bastion of traditional practices. Yet, in recent years, a seismic shift towards digitalisation is redefining the landscape. This digital revolution is not just a fleeting trend; it's a profound transformation that's reshaping how hospitality businesses operate and interact with their staff and customers.
Is it time?
Well, it’s now or never. With 60% of restaurants closing down within the first year, you can guess that the industry can’t survive by doing new things the old ways. Gone are the days of manual record-keeping, reservation systems, stocktake, and paper-based training materials. Today, establishments that thrive are those that adapt to the digital age, making use of the new available technologies.
Is it really worth moving digital?
The digital revolution has brought forth a wave of technological advancements that are designed to simplify and centralise daily operations, directly impacting the profitability of businesses. While implementing new practices can feel like taking on extra duties, in the long run, it is definitely worth converting some of the existing operational practices into faster and smarter digital solutions. While hospitality, by definition, is a people-orientated business that can’t be 100% replaced by ‘machines’, it can be improved by automation tools such as purchasing, online ordering, or learning and management systems.
Pros and Cons of digitalisation
1. Guest-Facing Technology:
Pros: Digitalisation in guest-facing areas, like online booking systems, mobile check-in, and personalised service through AI, offers convenience and customisation to guests. It also helps businesses gather customer data for better service planning and cutting costs on human resources.
Cons: Over-reliance on technology can sometimes diminish the personal touch that is central to hospitality. Additionally, tech glitches and privacy concerns can negatively impact the guest experience.
2. Workforce Management Technology:
Pros: Digital platforms for staff training, scheduling, and communication foster efficiency, reduce costs, and improve staff satisfaction. They also facilitate faster onboarding and better compliance with industry standards, which ultimately increase sales and customer retention.
Cons: There is a learning curve associated with new technologies, and adaptation and implementation can be time-sensitive. The cost of implementing new technologies is also a factor, and while it is widely considered as an investment into the business (and people), it’s a factor that tends to stall initial decisions moving towards digitalisation.
Balancing the Old with the New
The key lies in finding a balance. While embracing digitalisation, it's essential to maintain the personal, human touch that defines hospitality. Technology should be used as a tool to enhance, not replace, personal interactions. Businesses must take into consideration what can be and what should be digitalised, considering both costs and potential return on investment.
Ready to transform your business?
For a deeper insight into how PocketTrainer can revolutionise your operations, visit our website or email us at talktous@pockettrainer.app. Begin your journey towards a smarter, more efficient hospitality workforce today.
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