By Martin Owen
Technology has traditionally changed much about how tourism and hospitality operate. It’s been an environment of constant development for as long as I’ve been in the business – which is a long time!
The most obvious effects have been to move the booking process for all types of travel on-line. The days of hanging on the phone to airlines, cruise companies, hotels and restaurants are for the most part a thing of the past. Even checking in for flights and into hotels is now done on a phone app.
The biggest change in my opinion is how we get information to make our traveling decisions. You may think this just involves looking at websites but even this has moved on recently. Speaking with various local tourism bodies like tourist boards and CVBs many potential visitors now use their mobile devices to not only look at information but also to interact with the staff of these organizations. One CVB uses a network of local Moms, who they term ‘scouts’. These Moms take turns being on-line to have chat sessions with other Moms who are planning their vacations. There is an affinity between the local Moms and the traveling Moms with regard to understanding what their families want and what is available locally. The scouts are then able to introduce the visitors to local companies offering everything from activities to accommodations.
When these connected visitors arrive close to the vacation destination, their phones receive messages welcoming them. They are also told about activities and even details of weather conditions and beach flag status.
While in the resort or destination they may find QR codes – little graphics that can be scanned by a cell phone camera to connect with the website or app to provide even more information. The QR codes, which I’m sure you’ve seen in supermarkets and in print advertisements, can even be disguised as a picture to make them more fun. One CVB uses a drawing of a dolphin which contains the scannable code so kids lookout for them. Again, the apps can connect for ‘chats’ with the CVB Scout Moms to provide on the spot information about what’s happening exactly where they are. The QR codes are also placed in hotel elevators, parking garages, painted on the road, on trash cans or anywhere where the visiting families can see them.
Although this seems a bit Big Brother, the visitors are finding the system really useful and user friendly. Using the cell phone system of geo-location, the apps can even be ultra-localized so that if you are sitting on a part of the beach where a kid friendly activity is about to happen, the parents can be given all the details and offered the chance to join in.
The use of cellphones also permits restaurants to inform diners of when their table is ready. That’s particularly beneficial in areas that experience wait times during peak season. The restaurant doesn’t have to provide old fashioned pagers and the visitors can wander further from the restaurant – they can shop or stay on the beach until the last moment. Menus are also on-line so decisions can be made about what to order ahead of time. With the ability to pay using the phone tourists don’t have to worry about carrying credit cards or cash to the beach- just don’t lose that all important phone!
There is technology everywhere in the tourism and hospitality business and it’s getting more prevalent, less intrusive and genuinely helpful. Roll on internet connected sunglasses.
