Guests aren’t just looking for rudimentary pre-arrival and check-in service – and they’re certainly hoping to avoid long queues, luggage in hand waiting for their turn at the front desk to check-in. They want features that enhance their stay on property and after departure. Hotels are now beginning to recognize that omni-engagement is key to an enhanced guest experience and seamless operations. Using technology to engage guests from pre-stay, during their time on property and even beyond checkout requires thoughtful investment.
Hotels are still figuring out the process of enabling seamless experiences. Without the ability to interact with a guest before arrival, or the ability to add them to your database, the hotel starts out already behind. The property management system is a vital component of gathering guest data and can help hotels bring bookings back home. Having access to guest data not only helps hotels identify who guests are, but also why they choose a property. Those key analytics will help to shape relevant offers for the most profitable customer segments, ultimately driving direct bookings.
Guests and staff just want things to ‘work’ in the way that’s easiest for them. And we’re finding that guests prefer to communicate with staff through mobile devices, rather than face-to-face. Adding texting capabilities to technology systems allows hotel staff to message guests when necessary – when their room is ready or inviting the guest to events on property. Providing guests an easy way to communicate with staff and even place food and beverage orders can increase upsell opportunities. This ease of ordering leads to increased room service and ancillary revenue. Voice control is also emerging as the next must-have to provide seamless communication.
As guests increasingly expect and demand control over all aspects of their stay, the mobile convenience of things like check-in creates a first impression about the hotel’s ability to deliver a frictionless experience.
From pre-stay to post-departure, hotels are enabling seamless experiences. In a recent Business Solution Brief, Hospitality Technology highlights five ways that investments in frictionless experiences pay major dividends for hoteliers.