Is Technology Improving Customers’ Hospitality Experiences?

Is Technology Improving Customers’ Hospitality Experiences?

Introduction

In order to minimise physical contact, technology has become more commonly used in the hospitality sector, but does technology improve the overall customer experience?

 

How does technology improve the customers’ hospitality experience?

Recent research by Zonal and CGA has found that 40% of consumers believe that technology has improved the hospitality experience. The top three benefits that consumers rate the highest are as follows:

  • Speed and convenience (31%)
  • Ease of ordering (29%)
  • Tracking orders (17%)

Technology seems to remove a lot of the pain points that customers experience for example, struggling to attract the attention of the server, items not being on the menu, and feeling pressured to order quickly. Implementing a digital ordering process not only improves the customer experience. It also frees up the server’s time so they can spend more time with guests answering their queries.

Technology can also remove another pain point. Paying the bill! Especially if the bill is being split between a number of people. This can be particularly frustrating. However, advances in technology means there are wide range of choices when paying the bill to make it easier.

 

Disadvantages of technology in hospitality?

One of the main disadvantages of technology in hospitality for the wider economy is the potential impact on employment levels in the sector. This may be counterbalanced by the impact of Brexit and a reduction in the available work force.

Implementing technology into a business also increases the risk of exposure to cybercrime. This is of particular concern as many hospitality businesses will be storing customers personal data on their networks and are subject to data protection requirements.

 

Conclusion

To conclude, technology has many positives in the hospitality sector and improves the customer experience in a number of ways. There are issues for the sector to address including understanding the impact on required employee numbers, a resulting pressure on labour costs in the future caused by demand in other sectors and increases in the national minimum wage, a commitment to IT training and changes to systems and procedures to minimise the risk of cyber security issues and non-compliance with regulations.

 

How can we help?

At Hawsons we have a dedicated team of leisure and hospitality accountants at our offices in Sheffield, Doncaster and Northampton. As the sector continues to become ever more challenging, with changes in fierce global, nation and regional competition leading to unrelenting pressures to maintain margins, it is more crucial than ever to seek sound and proactive advice.

Free initial meeting

Richard Burkimsher

Richard Burkimsher

Partner, Northampton

01604 645 600
Half of Britain’s manufacturers become victims of cybercrime

Half of Britain’s manufacturers become victims of cybercrime

The Covid-19 pandemic has forced many businesses to adopt remote working. As many businesses adopt this approach for the first time, cybercriminals have taken advantage of vulnerabilities in this new approach which has cost businesses thousands of pounds. 63% of manufacturers in the UK have lost up to £5,000 from cyber-attacks and 22% revealed losses of between £5,000 and £25,000. Most worryingly 6% reported that they had lost at least £100,000 after a cyber-attack which could have proved disastrous to their business particularly during a pandemic.

 

Cybersecurity has become a high priority

A recent report by Make UK demonstrates that the pandemic has shifted cybersecurity towards the forefront of boardroom agendas. With many businesses switching to remote working overnight, many felt that their cybersecurity was more vulnerable. 50% of manufacturers revealed that since the start of the pandemic, cybersecurity had become a higher priority with 61% of manufacturers designating a board director responsible for cybersecurity protection across the firm.

 

Customers are more concerned and more aware of cybersecurity

Cybersecurity has become a business-critical issue in the digital age with 43% of manufacturers stating that customers have asked them to demonstrate the robustness of their cybersecurity practices. This indicates that customers are not only becoming more aware of cybersecurity but equally more concerned especially with businesses storing customers’ personal data on their networks. Furthermore, 20% of manufacturers ask their suppliers and customers similar questions showing that cybersecurity has become a concern for businesses and customers.

 

More still needs to be done

Despite the fact that cybersecurity has become more of a concern for UK manufacturers, 44% currently do not offer their staff cybersecurity training. In addition, 47% do not have a contingency plan in place in case a cyberattack occurs.

With the world becoming more digitalised, no business can afford to ignore the importance of cybersecurity and the threat of cyber-attacks. Failing to prevent these attacks could cost your business thousands of pounds. If you would like to find out more about how to stay safe whilst working from home, please read this article: https://www.hawsons.co.uk/how-to-stay-safe-when-working-from-home/

 

How can we help?

At Hawsons we have a dedicated team of manufacturing and engineering accountants at our offices in Sheffield, Doncaster, and Northampton. Our specialist team offers a wide range of services which are tailored to meet your individual needs. Our understanding of the issues faced by the manufacturing and engineering businesses means that we can proactively seek out ways for you to maximise your profitability and minimise your tax liabilities.

Free initial meeting

Chris Hill

Senior Partner, Sheffield

0114 266 7141

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The UK manufacturing sector has seen its largest increase in optimism since 1973 as lockdown measures ease and demand grows.

 

Vaccine progress increases manufacturers optimism

A recent poll of 288 leading industrial companies (conducted by the CBI) found that business sentiment increased at the quickest rate in the three months up to April 2021 since April 1973. The current success of the COVID-19 vaccination process provides hope that we may return to some normality towards the end of the year. Subsequently, the poll revealed that manufacturers plan on employing staff at the quickest rate since 1974 in the next three months as they prepare for the relaxation of government COVID-19 social distancing measures.

 

Brexit

At the start of the year, Brexit caused manufacturers all sorts of problems as border delays caused a sudden drop in exports as the UK began a new trading relationship with the EU. However, in the last couple of months, the number of exports has increased as businesses became more familiar with the additional paperwork required.

 

Economic recovery

Economists have forecast the UK’s economy to grow by 4% in 2021 and 7.3% in 2022. However, there are still doubts about the long-lasting effects the pandemic will have on the economy which will remain to be seen over the coming years. The latest CIPS Purchasing Managers Index (PMI) figures for April 2021 look a very promising read with PMI increasing from 58.9 in March to 60.7 in April demonstrating growth and the highest PMI on record since 1994. But, the economic recovery forecast by economists could be thwarted by a new variant or another wave of COVID-19 infections resulting in tougher restrictions.

With Brexit well and truly behind us and the vaccination process well underway manufacturers have good reason to be optimistic about the future and the economic recovery.

 

How can we help?

At Hawsons we have a dedicated team of manufacturing and engineering accountants at our offices in Sheffield, Doncaster, and Northampton. Our specialist team offers a wide range of services which are tailored to meet your individual needs. Our understanding of the issues faced by the manufacturing and engineering businesses means that we can proactively seek out ways for you to maximise your profitability and minimise your tax liabilities.

 

 

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