Guest Service Innovation through RFID

https://mycourses.udel.edu/SCRIPT/HRIM450_050_07F/scripts/student/serve_page.pl/HRIM450_050_07F/assignments/blog_assignment.htm?1156632400+1159553298+OFF+resources.htm+

Creating a personalized experience for a guest is the new trend in the hospitality industry. RFID is what is going to bring that experience to life. My article discusses everything that can happen and will happen in the future with RFID technology. Although this technology is not widely used at the moment whichever company is able to implement this in the appropriate way will gain an enormous amount of competitive advantage within the industry. RFID can work wonders. The article discusses how a guest can simply use a loyalty card or even their cell phone to completely bypass the front desk. The can make their reservations online or over the phone, be given a room number at the time of reservation and walk right into that room upon arrival. The idea is to allow the guest to feel like their room is their home. The other appeal to RFID is the tracking of guests. They can use the technology to track the guest throughout the hotel and track what areas they frequent or even what they order in the restaurant. This helps with personalization because when the guest stays at the hotel for a second time the hotel will know the type of beer they drink or if the guest needs extra towels for the pool. With the personalization it is sure to improve guest satisfaction. Another area where RFID is already being used is in Event Management. It can be used with tickets for entrance to concerts/sporting events/festivals and also for concessions. One ticket will gain you access as well as be your “money” for the event. No cash/credit cards needed.

I believe that RFID is the future of hospitality as well as throughout the world. Because personalization is the new trend in hospitality RFID is what the industry needs to bring this trend to really be successful. The example the article discussed is a woman coming into a restaurant in the hotel and the maitre d’ greeting her by name and presenting her with a glass of her favorite wine served at the hotel. This service is going to be able to bring guest satisfaction to a whole new level. The technology will make every guest feel as if the hotel staff is their solely for them. Another aspect that RFID will help is with the check-in process. The fact that the loyalty card holders can completely surpass the front desk and go immediately to their room is amazing. This will be most popular with business travelers I believe. Men and women that stay in the same hotel frequently because of business travel will enjoy this perk. They will be able to get into the hotel room quickly without having to wait. Also the perks of using the technology with events is a great way to allow the guests of the events to really enjoy themselves. The tickets can be their access to everything. Rides for theme parks, concessions at ball parks and merchandise for concerts will all be paid for by the RFID enabled ticket. The new technology will be the future for hospitality dealing with personalization and also throughout the lives of everyone. This is truly the future of technology.