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Digitalisation: 5 trends for the hospitality industry

The topic of digitalisation will continue to occupy the hospitality industry in the coming year. Michael Scheiblich, expert and Lead Customer Success DACH of the personnel planning software Planday, knows what the hotel and gastronomy industry will expect in 2023.

Trend 1: The digitalisation of the back office

With the landmark ruling 1 ABR 22/21 of the BAG (Federal Labour Court) of 13 September 2022, the recording of working hours will become mandatory for employers. If employees are to be relieved, the focus must continue to be on the optimisation of internal processes and especially the recording of working hours in 2023, says Michael Scheiblich. Modern software solutions and apps are a simple, but above all location-independent way to record working time efficiently - whether in the company or in the home office.

The digitalisation of the back office is also increasingly relieving personnel managers. They maintain an overview of the respective areas of responsibility and can efficiently create duty rosters or, if necessary, enter changes quickly and transparently. According to the expert, additional features such as internal communication functions or the linking with existing tools up to the front desk area also provide more structure in everyday work.

Trend 2: Modern application management

Digital processes can also support recruiting. For example, applicants could use different channels through which they can approach employers. Thanks to smart solutions, these different portals can be combined in-house into a central database, making the entire application process more efficient, says Scheiblich. Rejections or prioritisation of potential employees as well as appointment reminders and onboarding processes can also be automated. For example, onboarding can be made more efficient through online videos, web-based training or media libraries, thus saving resources. The expansion of cloud-based HR software will thus be in focus in 2023, predicts Scheiblich.

Trend 3: Retaining employees and promoting satisfaction

While digital time recording and accounting applications are already part of everyday work in some companies or are mandatory, automation still offers a lot of potential in the area of employee experience, according to the digital expert. The legislator has also recognised this and wants to relieve the burden on sick employees in particular with the eAU, the electronic certificate of incapacity for work. From 1 January 2023, health insurance companies are obliged to digitally forward sickness notifications to employers.

In addition, personalised performance dashboards, which show the progress of employees transparently and can be accessed at any time, will contribute to the retention and further development of employees. "By means of intuitive tools, a stronger feedback culture can then be lived and one's own performance can be recorded in measurable goals. Ultimately, employee satisfaction and loyalty increase in the long term when employers offer a well-structured and organised working environment," Scheiblich knows.

Trend 4: Automation of the front office

The expert adds: "The digitalisation of the front office will continue in 2023. Voice as well as chatbots can be increasingly used for orders or reservations, for example, in order to also be able to counteract the shortage of skilled workers. While the staff can be relieved by AI (artificial intelligence) and deployed elsewhere, the needs of the guests can be responded to more quickly at the same time. In addition, inventory management becomes more efficient thanks to digital cash register systems. Among other things, automated assortment checks can quickly and directly forward orders for goods to the connected supplier.

Trend 5: Waste management thanks to smart tools

The last trend Scheiblich has identified for the coming year: Through the use of recycling or foodwaste software, corporate sustainability will also become increasingly digital. Corresponding tools could, for example, record inventories and identify discarded items. Artificial intelligence could identify and quantify waste areas. Especially in gastronomy and hotel kitchens, processes can be optimised in this way.


"Existing staff can be relieved and efficiently deployed with the help of smart tools. The support of guests is also simplified by increasing digitalisation and the so-called customer experience is further expanded," concludes Scheiblich.

DIANIUM COMMERCIAL, your partner for the brokerage of hand-picked hotel properties, is available to advise you in every area of the hotel industry.

Source: Top Hotel


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