Robotics, virtual reality and smart chips key to luring tourists but don’t lose human touch, Game Changers forum told
Advancements crucial to enticing younger tourists, but industry insiders warn against taking warmth out of hospitality
What do robots, virtual reality headsets and smart chip technology have in common? Not only are they cutting-edge innovations, these products have been utilised by the tourism and hospitality sectors to attract a tech- savvy generation of customers.
Adopting technology might improve efficiency, but it must be done with caution to avoid taking away too much of the “human element”, industry insiders said on Tuesday at the South China Morning Post’s Game Changers conference in Hong Kong.
A study by US travel technology provider Sabre Corporation this year outlined nine trends which may shape the travel sector in the years to come.
One of them is autonomous delivery, by the use of drones or other means, to bring luggage to customers, eliminating the hassle of lugging around heavy suitcases.
Jean Michel Offe, Shangri-La Hotels and Resorts’ executive vice-president of food and beverage, gave a more immediate example of how advancements in technology were being used.
Two robot butlers have been introduced at two of the group’s hotels in Singapore. The automated robots are able to deliver food and other service orders, and even travel to different floors using the lift.
