There is still some debate about when and how wearable technology will move into the mainstream and what the implications for the hospitality and travel industry will be.
So, how does the hotel industry stay ahead of the curve?
Wearables, another form of mobile, are going to change the way customers and employees behave. Right now, we pull our phones out of our pockets or purses; pull up an app; then type. But with wearables, we will simply talk to our technology to find the information we need, or go about our normal actions to collect the information we are seeking.
Virgin Atlantic conducted a trial using Google Glass for check-ins at Heathrow airport. The trial allowed concierges to greet passengers at the door having access to a full customer profile right before their eyes, literally, and allowed passengers to bypass the check-in desk.
While wearables might seem trendy right now, they could mean great changes for travelers. What if, by looking at a smart watch on their wrist, a business traveler could track their fitness, quality of sleep, stress and hydration levels?
What will it mean for travelers to get weather updates, gate updates and hotel reservation information right on their glasses?
What if a leisure traveler can navigate with a watch and a Bluetooth headset, and just listen to directions to your hotel, nearest museum or hip new restaurant?
Wearables can help enhance the traveler experience, if we’re ready to let them – better service, faster checkout, real-time input. They can also offer new ways to market to customers, including providing better data.
The implications of wearable technology for hotels and hotel companies will impact every business line – both internal and external. Start your creative – and strategic – thinking now about how this will impact your business.
And get ready for the next wave.
Contributed by Bob Gilbert, HSMAI, McLean, Virginia