Ashok S

Director of Operations, Sheraton Grand Chennai Resort & Spa, Mahabalipuram.

· Implementation of new technology in the industry:

We must stay abreast with the new technological trends coming in Hospitality Industry to ensure that we are moving ahead with the current times. These days, travelers are mostly tech-savvy and appreciate any effort to enhance their experiences. They feel more comfortable when they are given a choice to manage their requirements, the convenience that they can handle everything on their smartphones ranging from mobile keys, placing the requests through chats and checking out from the rooms – all from their fingertips. The use of technology enables to enhance the efficiency at work and generates better revenues. Technology also aids the associates in managing their workload better and ensures better work-life balance.

· How Digitization has changed the guest experience:

Digitization has undoubtedly helped to enhance the guest experience. It has made hotels safer and significantly impacted associates’ productivity. The usage of technology such as chatbots has been gaining great significance and has enabled hotels to respond to guest queries at a far greater speed than before.

· Mobile technology, smart tourism and immersive technology:

Virtual reality is another aspect which is gaining momentum. This enables the hotels to showcase the product and assist the customers in making better decisions while choosing a destination. Technology has made significant progress; for example, the guest controls the room functions with voice commands and leverages the internet to manage the temperature settings, light controls etc. Technology has also enabled us to improve the security at hotels, especially when it comes to protecting guest details. It allows us to manage the data effectively and make the right decision.