Hospitality technology and education: A story of evolution

In an era where technology has been continuously evolving, the hospitality industry has also been undergoing a significant transformation. From AI-driven customer service to blockchain-based transactions, the integration of advanced technologies is reshaping how hotels, restaurants, and other hospitality sectors operate. And in response, hospitality education has also been evolving to prepare students for these rapid advancements to ensure they are equipped with the necessary skills to thrive in the modern hospitality landscape.

Artificial Intelligence and Machine Learning
Artificial Intelligence (AI) and Machine Learning (ML) are at the forefront of technological innovations in hospitality. AI-powered chatbots, for instance, are already being used by top hotel chains in India and internationally to handle customer inquiries round the clock, providing instant responses and freeing up staff for more complex tasks. To use these efficiently, students need to understand machine learning algorithms that can analyse customer data to offer personalised recommendations, enhancing guest experiences. Practical training using AI tools and real-world case studies also help students understand how to implement these technologies effectively.

Internet of Things (IoT)
The Internet of Things (IoT) has also been revolutionising hotel management and guest experiences over the past decade in most international and national hotel chains. Smart rooms equipped with IoT devices allow guests to control lighting, temperature, and entertainment systems through their smartphones or voice commands. Using the IoT can also optimise energy consumption and streamline maintenance operations by predicting equipment failures before they occur. In this, guest lectures and industry visits by tech companies can offer students the hands-on experience they need in setting up and managing IoT systems.

Blockchain Technology
Blockchain offers secure and transparent transactions, making it ideal for payment processing, loyalty programs, and supply chain management in hospitality. Blockchain’s decentralised nature ensures data integrity and reduces the risk of fraud. In this area, students need to understand the basics of what blockchains are and how they work, as well as the technology’s applications in the hospitality sector and its potential to disrupt traditional business models. Simulation exercises and collaboration with blockchain experts provide a deeper insight into its practical uses.
 
Augmented Reality (AR) and Virtual Reality (VR)
AR and VR technologies are also enhancing guest experiences and staff training. VR technology can, for example, offer immersive property tours for prospective guests, while AR can provide interactive experiences like virtual concierge services or enhanced dining experiences with digital menus. Both these technologies are being used in top restaurants and kitchens to improve customer experience. Incorporating AR and VR modules in curricula, along with practical workshops, helps familiarise students with these technologies.

Mobile Technology

Mobile technologies have also been pivotal in enhancing customer service and operational efficiency. Apps allow guests to book rooms, check in to hotels, order services, and communicate with staff seamlessly. Mobile payment solutions also offer convenience and speed. At the top institutes, students are well versed in use of mobile technology for hospitality services. For this, a structured course focused on mobile application development, user experience design, and mobile payment systems is essential. Encouraging students to design and test their mobile solutions has been seen to foster innovation and practical skills.

As the hospitality industry embraces these technological advancements, educational institutions play a crucial role in preparing the next generation of professionals. By integrating technology-focused courses, providing hands-on training, and fostering industry partnerships, the top institutions ensure that their students are well-equipped to meet the challenges and opportunities presented by the evolving landscape of hospitality technology. This proactive approach not only enhances the employability of graduates but also contributes to the industry’s overall growth and innovation.

                                                                    The author is Dean, Le Corden Bleu, GD Goenka University.