To remain competitive in today’s market, it is important that hoteliers know exactly what the needs of modern travellers are and how to leverage mobile technology to deliver exceptional guest experiences. Hotel technology now plays a pivotal role in enhancing the customer experience, increasing revenue and attracting, engaging and retaining guests. With so many technology products available on the market it’s difficult to know what is best for your business.
Understanding the expectations of your guests is critical before you set out a new technology approach.
1- Mobile check-in and digital key
A study reported by Zebra Technologies found that 70% of guests want to use their phone to speed up check-in. In particular, business guests expect quick and easy access to their room when arriving at a hotel, to the point that 67% of travellers are more likely to choose a hotel that allows guests to check-in and open doors with a smartphone than a hotel that doesn’t (Hotels.com).
2- Personalised experiences
Research conducted by American Express shows that 83% of millennials would let travel brands track their digital patterns if this would provide them with a more personalised experience. Amadeus found that 49% of travellers would be persuaded to make a purchase of relevant offers from mobile push notifications. A Mobile app for your hotel can send personalised push-notifications enabling your business to upsell your services and increase your revenue.
3- Ease of communication
Messaging is big! There are over 5 billion monthly users of different messaging apps worldwide. 64% of consumers are likely to have a positive perception of companies that offer communication via text (One Reach). Hotels with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers (Benbria).
4- Mobile ordering
Research conducted by Forbes shows that the biggest growth opportunity in the next two years for hotels is ‘during the stay’, and hotels offering in room service orders via a mobile platform saw as a minimum an 18% increase in those orders (hotelexecutive.com). Digitising guest information in an app that guests can download on their own phone is now possible and affordable.
5- An emotional connection
A recent survey by Oracle noted that a large proportion of millennials still want the human touch. So while technology can enhance the guest experience, increase revenues and deepen engagement, there will always be customers who will want to meet the concierge at the reception and be personally welcomed. Using technology to streamline operations and drive staff efficiency ensures that guests have a choice. They can talk to a human or go straight to their room and that’s the key, offering ALL guests what they want when they want it is the ultimate in hospitality.
The Ultimate Hotelier’s Guide to Today’s Tech-Savvy Guests
Criton published a definitive guide to today‘s tech-savvy guests for hoteliers. The ebook details how you can meet the needs of modern hotel guests and discussed how mobile apps helps to deliver a great guest experience.
At Criton, we give independent hotels and serviced apartment operators access to the same technology that big chains already adopt. We have built bespoke apps with a wide range of functionalities (including push notifications, messaging, ordering, PMS integration, digital key) for clients including luxury boutique hotels and national chains of serviced apartments. Get in touch today to find out how we can help your business.