As hotels are on the path of improving guest satisfaction, several solutions have come to light. The unique challenges presented by an industry as dynamic and varied as the hotel industry require multiple interventions. In order to maximize productivity and guest satisfaction, hotels need to solve a multitude of problems. But what if there was one solution to all these problems?
The journey to a thousand great guest experiences can start with one simple step: digital integration. The technology revolution has given hotels new ways to meet the changing needs of their guests. The pandemic acted as a catalyst for what now seem like basic offerings for any hotel to offer: contactless experiences, and thus the adoption of contactless experiences throughout the guest stay.
From the very first point of contact: Pre-arrival, AI can start adapting to guest needs and use this data to provide a more personalized experience. From the very beginning, hotels can provide guests with 24/7 support, and they have a solution in the backend that is consistently collecting data, optimizing communication, and ensuring guest satisfaction.
To fully illustrate the extent and impact of technology in hotels, it’s first important to understand what the best possible experience is and why it works.
Pre-arrival
Open the channel of communication by sending a message saying thank you for the reservation and to inform guests of the various services the hotel offers, down to a meal upgrade when they check in.
How it helps: It allows hotels to prepare for guest expectations and meet them with the added benefit of upselling.
The first piece of communicable real estate that hotels can capitalize on, pre-arrivals are often left unused. Sending messages and forms for guests to mark their preferences make this a point of contact, helps gather data and provide a seamless check-in experience.
Check-in
All that matters is that check-in is as swift and seamless as possible. The longer it takes, the more guest frustration builds. After a long time spent in transit, tired and carrying luggage, guest frustration will only get worse with delays from the hotel. Thus creating a terrible first impression. However, virtual check-ins provide the answer.
How it helps: It reduces wait times, makes it easier for the guest and thus, creates the right impression
The solution is virtual check-ins that can be fully automated by having AI collect all the necessary data beforehand to avoid creating long queues at the front office. In fact, guest satisfaction scores drop by 50% when there’s a 5-minute wait at check-in.
Guest stay
The immersive hotel experience has begun. Quick responses from the hotel on FAQs, quick updates on events and services in the hotel and 24/7 support are just a few of the things ensuring a better experience.
How it helps: Fast resolutions with personalized messages help the guest feel important and welcome.
Check-out
After a great time in a beautiful tourist destination and an interactive hotel experience, ending on the right note is key. A fast, hassle free check-out to ensure guests leave with the right positive feeling is all that matters.
How it helps: Final impressions matter just as much, especially when reviews are a few clicks away. This also ensures guest retention and loyalty.
A speedy check-out without delays or unforeseen payments and hassles is what guests need. Hotels need few guests queuing up with complaints and more resolved peacefully before they are in a hurry. The solution is once again virtual check-outs, where-in guests can complete check-out procedures in their room and get on to their next destination in a minute.
Post check-out
Maintaining a personal connection through wishes on anniversaries, birthday and festivals, offers on their next stay etc builds a stronger relationship.
How it helps: It ensures repeat business and top of the mind recall.
A good hotel-guest relationship extends past the hotel space. It is a continuous process that can be fully automated down to personalized messages for every guest to ensure better guest loyalty and brand recall.
As tech is becoming a major part of hospitality, learning about digital hospitality as a hotel leader becomes of prime importance.
Problems are a part and parcel of hotel life. But solutions that not only solve the problem well but also efficiently with minimal hassles for the user is the key. What makes technology the perfect solution to varied problems is the ease of use: Both for the guests and hotel. Adding to that, the inexpensive and omnipresent nature of technology can transform hotel experiences everywhere.
As we move into a contactless world with tech-enables gizmos everywhere, hotels must adapt to virtual solutions immediately. Increase efficiency, cut costs, bring up ancillary revenue and the list goes on and on. Technology is here to stay, the faster hotels integrate these changes, the faster guest satisfaction changes can be noticed.
