It’s not surprising that many different industry verticals are using Augmented Reality (AR) as a tool to increase customer satisfaction and profitability. One early adopter of AR technology is the hospitality industry.
AR is quickly becoming a vital marketing tool. It allows businesses to change the way customers perceive their environment. The unique capability is especially valuable to the hospitality industry because hotels sell a physical environment which can be enhanced through the use of AR.
“The AR/VR headset market will reach US$100 billion by 2025.”
“AR alters a person’s perception of their physical surroundings. AR is often compared to Virtual Reality (VR), but while VR replaces the real-world environment with a completely virtual one, AR enhances the person’s real-world environment in real-time.”
AR’s benefits for Hospitality
AR allows hotels and other related businesses to enhance the physical environments they are selling (i.e., their properties and rooms) and deliver a new way for guests to experience the area surrounding the hotel.
Another factor is the ever-increasing amount of information guests request, both before they arrive and once they are on property. AR makes much of this information available to customers on demand, thereby improving and differentiating the guest experience.
In hospitality, AR serves both as a front-of-the-house and back-of-the-house application, integrating with other technologies, like Enterprise Asset Management Computerized Maintenance Management Software (EAM CMMS).
Here are a few examples of how hotels are using AR:
- Interactive Hotel Rooms– The ability to see a map of the interior of a room before check-in, which has been used in UK hotels.
- Augmented Hotel Environments– Hotels are looking for ways to entertain their guests while on property other than the typical activities (e.g., pool, gym, etc.). Holiday Inn created an AR hotel experience which allowed guests to use their smartphone to see realistic, virtual depictions of famous celebrities in the hotel.
- Beacon Technology– Starwood Hotels uses the technology to send virtual keys to guests, allowing them to unlock their door through their phone. This can also be found at Disney Resorts in Orlando, FL where once you check in using their My Disney Experience app you can choose to lock/unlock your door with your smartphone on the day of check-in.
AR and Hospitality Integration
In order for the front-of-the-house to operate properly, the back-of-the-house needs to have applications that will keep customer satisfaction high, keep costs down for hotels, and ultimately keep the assets of the property intact and in working fashion.
Facility managers’ focus is on increasing productivity, decreasing costs, and keeping engineers safe while they perform work tasks. Augmented Reality is a great example of how engineers/workers can use these tools and incorporate them with an EAM CMMS solution.
Some industries are already incorporating AR technology into their day-to-day tasks to increase worker/engineer knowledge, decrease the onboarding time for new employees, and keep engineers safe by delivering instructions in real-time on real objects.
Here are just three examples:
DAQRI developed a wearable AR tech smart helmet for industrial use. Engineers can see 4D images above assets in their facilities that prompt them with instructions and also give them a mapping of all asset functionality. This wearable technology allows engineers to discover asset information faster and closes the knowledge gap for new hires.
UpSkill connects the workforce through AR in its wearable technology guiding technicians in real-time to complete tasks, checklists, work orders, and to send media to managers.
Worklink has made it possible for users to create their own smart instructions for assets to allow for less human error, increase safety, and walk engineers step-by-step through repair processes. This can decrease the time it takes to complete work and also comply with facility procedures.
As more machines become connected to the internet – “approximately 50 billion machines will be connected on the internet by 2020” – it becomes imperative for facilities and industries to adopt these devices and make them a part of their facility operations.
A CMMS has the capability to provide maintenance management and staff with an automated tool capable of scheduling inspections, preventive maintenance, managing inventory, work orders, and retrieval of recorded asset history.
Technicians can perform actual work with instructions on handhelds, enter how long it takes to complete work orders, filter through past work orders, and close out of the system. All the information is recorded in real-time, so managers can instantly access information.
The ability to track your work, document it, and send it to managers can be paired with wearable technology to give engineers an elevated view of assets through thermal technology or the ability to see instructions on assets and use that data to train new hires.
CMMS benefits from machine learning by using algorithms to monitor assets like meter readings and the ability to calculate readings by the second which would be humanly impossible to do. This cuts down on extraneous labor costs and allows facilities to allocate dollars elsewhere.
The possibilities are endless when it comes to how IoT, AR, VR, and Machine learning can help facilities with energy savings, labor savings, employee safety, and more.
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About the Author
Kelly Potter is a Marketing Associate for Transcendent.ai. Kelly lives in Tampa and graduated from the University of Central Florida with a B.A. in Communications and a Minor in English-Writing. She’s written hundreds of articles on EAM CMMS technology and solutions. In her spare time, she enjoys amusement parks, running half-marathons, and writing and reading.