Though the pandemic had a catastrophic impact on industries worldwide, no sector felt the effects quite like hospitality.

With travel restrictions making hotel stays virtually impossible, on-site dining off the table, and restaurants, bars and other establishments facing long-term closure, the industry was forced to adapt like no other to survive.

Almost overnight, companies had to pivot to support orders, payments and curbside collections digitally, or risk not meeting Covid-19 compliance requirements, and ultimately closing their doors for good.

Now, as we look to a future beyond the pandemic, it’s time to assess where we go from here.

With social distancing restrictions becoming increasingly more lenient, and organizations opening their doors once more, is what was right for the industry in 2020 still right today? Or should we be looking to move on from temporary solutions?

We’ve put together our top tips for hospitality organizations wanting to embrace the right technologies - the ones that not only supported your business during the pandemic, but will help you meet changing customer needs and expectations in 2022 and beyond.

Tip 1- Provide a seamless order-ahead service

For many restaurants, hotels and venues in 2020, an order-ahead service was a temporary solution to short-term restrictions.

But two years on, consumer expectations have evolved with the pandemic, and they value convenience above all else. Today, order-ahead isn’t just a stop-gap solution - it’s one of the most convenient ways for customers to order, collect and experience your services.

To stay competitive in 2022, you must provide this convenience wherever possible - and that means embracing ‘order ahead’ technology permanently.

However, when delivering this experience, it’s important to get it right.

So, how do  you provide a customer experience that is quick, convenient and seamless with order-ahead?

By investing in the right supporting technology. Real-time inventory management, for example, can help you monitor order numbers and stock levels. This prevents cancelled orders by giving you a clear view of stock before the customer makes an order, reducing the risk of unfulfillable orders, and unhappy customers.

When custom-built into your existing mobile app, order-ahead can work seamlessly alongside the rest of your technology to ensure orders are a) in-stock, b) ready to collect, and c) sent to the right location for pick-up - at the right time.

 

2 - Enable contactless 

Anybody in the hospitality industry will tell you the same thing: In a post-Covid world, health and safety comes first.

Even without formal restrictions, customers need to know the establishments they choose to visit are clean, safe, and contact-free where possible.

Visa’s Back to Business study revealed 70% of US customers have changed how they pay since the pandemic, from shopping online more, using less cash, and making the most of contactless payment options where possible.

These are statistics the hospitality industry can’t afford to ignore.

With the global health crisis at the forefront of our consumers' minds, restaurants, bars, casinos, attractions, and other hospitality establishments must do their best to reassure guests that the necessary measures are in place to make it safe. And, the best way to do this is with contactless technology.

But, enabling contactless doesn’t necessarily mean replacing your entire POS system, or upgrading all your customer facing touchpoints. The right integration software can ‘plug into’ your existing hardware to easily facilitate mobile payment, contactless payment, or self-service - for a fraction of the cost.

 

3 - Use data to personalize the experience

Once the right technology is in place to enable order-ahead and contact free payments, it’s time to think about how to elevate the experience.

One simple way to maximize the customer experience is personalization.

Research shows consumers are willing to spend more if offered personalized experiences. And the good news is, once you’ve invested in contactless and order-ahead technology, you can use this data to create a 360 degree view of your customers preferences and spending habits.

Customers are much more likely to spend, and become brand loyal if they receive a bespoke service. By tailoring the experience from the point of payment, all the way through to the post visit experience, you can encourage repeat visits. 

This is where a single platform integration comes into play.

If all your customer data aligns on a single platform, it is much easier to gather information about that customer as an individual, and provide a hyper-personalized experience. What do they order most often? When are they likely to visit your establishment? What deals/discounts can you offer to encourage them to return sooner?

Modern software solutions can support single platform integration across multiple devices and apps, making the possibilities for personalization endless.

 

4 - Remember, it’s a journey 

By following the tips above, you can ensure your hospitality business stays competitive, and continually meets customer demand.

But, it’s not all about what you’re trying to change.

Digital transformation is a journey, and the benchmark for what ‘successful’ transformation looks like is changing every day. So remember, it’s more about the journey than the final destination.

Stay curious, continue to adapt where necessary, and most importantly, invest in the right tools that allow you to be flexible.

If your hospitality organization is ready for a new era of customer engagement, contact us to find out how we can help you on the journey

www.omnicogroup.com