Oracle announced the findings of two research initiatives -Oracle Hotel 2025 and Oracle Restaurant 2025.
The study found that 33 percent of restaurant and 72 percent of hotel operators say that guest recognition via facial biometrics will be in use within the next five years.
Besides 31 percent of restaurant guests and 41 percent of hotel guests will be more likely to visit an establishment with greater frequency if they are recognized by a server or associate without having to give their name or show a loyalty card.
Both restaurant (49 percent) and hotel (62 percent) guests agree that having this recognition would improve their experience.
Furthermore, 28 percent of restaurant customers would visit more often and 45 percent said it would improve their experience if service was faster because they were recognized.
From guests’ point of view, 42 percent from restaurants find suggestions based on health invasive and 68 percent find suggestions based on digital footprint invasive.
Noticeably, 47 percent of hotel guests agree that using artificial intelligence to suggest items based on past purchases would improve their experience.
Also, 72 percent of hotel operators agree that AI-based systems that leverage guest preferences and buying history to make targeted dining recommendations will be mainstream by 2025.
The research also unveiled some positive responses about virtual reality. Consumers indicated that virtual reality tours of hotel properties (66 percent) and virtual reality lounges for entertainment (44 percent) would improve the guest experience.
Hotel operators also believe virtual reality technology will be widespread by 2025 with a variety of use cases: staff training (68 percent), guest entertainment on property (64 percent), and previewing meeting rooms (63 percent).
Interestingly, the study found that robots won’t be replacing hospitality staff anytime soon. Fifty percent of restaurant guests said being served by a robot would not improve the guest experience and 40 percent would visit less.
Thirty seven percent of hotel guests said being served by a robot would not improve the guest experience and 22 percent would visit less.
At the same time, 64 percent of restaurant and 58 percent of hotel operators say that the use of robots for cleaning is appealing.
