IoT (Internet of Things) Analytics is revolutionizing service delivery in the hospitability industry. Many hotels already use IoT devices, including voice assistants, smart thermostats, automated door locks, to greatly enhance guest experience. With the right IoT Analytics tools, you can also use the data collected by these IoT devices and sensors to drive down costs and improve maintenance while making your guests happier from the moment they book their stay. This is the current trend with IoT – gathering and analyzing data using powerful IoT analytics tools to benefit your guests and bottom line.
How can IoT analytics benefit your hospitality business?
1. Give your Guests a “Personal Touch “
With the right IoT analytics tools, you can leverage the data collected from in-room and building IoT devices to give your guests their own “personal touch”. Over time, this data can give you insights into guest preferences, including their preferred room temperature, lighting, and shading, and even what foods they like to eat at hotel restaurants, which facilities they use (gym, pool, etc.), or which tours they went on. This lets you prepare a guest’s room on their next visit and include in-room or on check in guidance and incentives based on what the guest did last time they stayed with you.
2. Target “High Rollers”
Data collected from IoT devices can capture insight into those special “high roller” guests that go beyond a simple stay – the ones who order expensive room service, get massages, buy all their meals at your hotel restaurants, or sign up for the most expensive tours and events. You can analyze the data to treat these customers with extra care while also providing targeted guest experiences that are fully customized to their expected wants and needs.
For example, above is a IoT analytics dashboard for a guest who makes use of almost every hotel service. Based on analysis, the guest is tagged as a high roller and proper alerts and upsell recommendations will be sent out to staff on the guest’s next visit.
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3. Engage your Employees and Lower Turnover
The attractive, visual design of IoT analytics tools allows your building managers, room attendants, front desk clerks, and other personnel to make use of data, trends, and alerts from your IoT systems with minimum fuss and training. This lowers training costs, makes it much easier for personnel to service your guests, and potentially reduces employee turnover rates, which topped 70% last year in the hospitality industry. Engaging your employees and giving them the right tools for the job helps you attract and retain the right talent.
4. Control Your Room Costs
You can use IoT analytics to find out when guests leave their rooms so you can turn off lights and lower room temperatures. You can detect when they’re back to turn on those same lights and increase the temperature to the previous level. Below, for example, is a IoT Analytics dashboard for maintenance and guest experience teams, which shows room maintenance statuses and lighting/temperature preferences.
In addition, IoT devices and analytics can be used to discover unusual energy and water usage. This can help you identify potential maintenance or electronics issues such as a leaky toilet or a device that isn’t going into sleep mode. All of this can help you greatly lower the utility costs associated with each room.
5. Move from Preventative to Predictive Maintenance
Preventative maintenance has been the standard in the hospitality industry for many years. Regular maintenance checks help reduce guest complaints and prolong equipment life. Predictive maintenance takes this much further – allowing you to predict when equipment might fail and find out immediately if there is a problem.
IoT sensors in room thermostats and air conditioners can be used with analytics tools to identify problem equipment. For example, if the temperature in a room is higher than other rooms while the air conditioner is on, this could indicate a problem with the air conditioner. Similarly, if water usage is trending upwards in a room or water is being used while no one is in the room, this could indicate a leaky faucet or toilet. With IoT analytics, you can predict issues and correct them proactively for the sake of guest experience and your bottom line.
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