Picture this: You step into a hotel lobby and, instead of waiting in line at a traditional check-in desk, you are greeted by a sleek touchscreen kiosk. Once registered, you are able to use your smartphone as your room key, while behind the scenes, data analytics are fine-tuning everything from housekeeping schedules to personalised guest recommendations.
Welcome to the future of hospitality – and glimpses of it can already be experienced right here in the GCC region. Recent strides in technology have revolutionised the guest experience, turning hotels into smart, interconnected hubs. At the forefront of these innovations is biometric technology, which has made extraordinary strides in the space.
In fact, according to Oracle’s Hotel 2025 report, 62% of consumers believe their experience would be improved with biometric technology such as facial recognition. As such, more than 60% of hoteliers expect to offer a “fully contactless experience” by 2025. A further 40% of hotel guests identify contactless services as their top priority.
This demand is fuelling a surge in biometric technology unlike anything we’ve seen before. One study found that 80% of people prefer to use a self-service kiosk for various services, while 73% of people are more likely to stay at a hotel offering self-service technology.
Already, self-service kiosks powered by facial biometrics and document scanning capabilities are empowering hotels to quickly process self-check-ins 24/7 and read documents like passports, while automatically adjusting their interfaces to the guest’s language. Biometric technology is also streamlining check-in processes, ensuring compliance with country-specific policies, and reducing queues and wait times for guests.
In addition, hotels are reporting increased efficiencies and security since adopting biometric technology. Self-service kiosks minimize the need for a large front desk staff, thereby reducing operational costs. Biometric authentication can manage secure access to guest rooms, restricted areas, and amenities, ensuring that only authorized individuals gain entry. Meanwhile for staff management, biometrics provide accurate tracking of employee attendance and working hours, reducing payroll errors and enhancing workforce management.
To help implement biometric systems while maintaining high levels of privacy, security, and integrity, hotels are utilising advanced algorithms and deep-learning techniques that improve recognition accuracy, even under varying conditions such as changes in lighting or facial expressions. Unlike passwords or ID cards, which can be easily lost, stolen, or forged, facial biometrics are unique to each individual and difficult to replicate.
Looking ahead, several emerging trends are expected to shape the future of the hospitality industry. Artificial intelligence will continue to improve personalized guest experiences, and the Internet of Things (IoT) will enhance smart room capabilities and predictive maintenance. Augmented reality and virtual reality will provide virtual tours and innovative guest experiences, while contactless technology for self-check-in/check-out, mobile key delivery, and digital payments will become more prevalent.
* The author is Managing Director, Biometrics at HID