Two main factors are behind this. Apps with such features breeds customer loyalty.
This provides fewer opportunities to get it right if lapses in service occur. This may be something as relatively simple as issues of scalability or international languages, or something as complex as accounting for different regulations and working practices in different countries.
Large hotels now have social media departments to address bad reviews that guests have posted online in the hope of catching the guests while they are still on property to correct the issue.
Automating check-in and check-out In an effort to improve efficiencies, hotels are looking to automate the check-in and check-out process. Large hotels now have social media departments to address bad reviews that guests have posted online in the hope of catching the guests while they are still on property to correct the issue.
Professional concierges and other employees must fully understand that with fewer human interactions, each opportunity to interact with a guest must be executed flawlessly with a warm smile as to create a pleasant lasting impression. This can make a long-lasting impression and provide that sought-after memorable experience.
This can significantly reduce the wait at the registration desk. Strong features within the app can provide entire customer experience.
Encouraging Self-service While customers may prefer face-to-face interactions, there is always scope for them to take advantage of specialty services which can be obtained instantly on their smart devices. Now they can roam the lobby with a tablet, keeping tabs of room occupancies and housekeeping efficiencies in real time.
There have been countless milestones celebrated within hospitality along the history of hotel technology, such as the introduction of electricity, the hotel telephone, the in-room radio, the now standard hotel room TV, and now the adoption of mobile technology to enhance the end-to-end guest experience.
All of these trends have already brought about a profound change in the hospitality industry - and they will continue to disrupt and redefine operations. The importance of technology to hospitality will only increase in the future, and professional hotel managers should embrace the change and remember it can be a powerful tool to ensure guest satisfaction.
Anyone who has ever checked out of a Las Vegas hotel on Sunday at noon can appreciate the benefits of not visiting the front desk during this time of day.
In an industry where customer expectations for a positive experience run particularly high, technology may just provide the means for overcoming this challenge.
Similarly, mobile apps are a great way to ensure a quick booking experience for the customers and keep them updated about any offers, events, and so on through regular app notifications.
This may paint the picture of a very demanding hotel guest, but the Oracle Hospitality report states these as top initiatives, which guests would like to see in hotels: For a full view of dates relating to the history of hotel technology in infographic form, visit this page.
With fewer interactions with hotel staff, guests could very easily base an entire hotel stay on a handful of interactions with hotel employees.
Looking again at City Nites, the organisation is improving its online reputation by monitoring relevant comments made via social media channels such as Twitter. Aluri said using a wearable device that connects to multiple other devices e. Instead of using a clumsy TV remote control, how much better would it be, if you could do all this, and more, through a phone app?
Would a hotel not be in a better position to predict the trending services for its existing guests with a large chunk of customer behavioral data at its disposal? Not only that, global travelers and hotel guests are proving to be early adopters when it comes to mobile.
Having already introduced the Hilton Digital Key app back inHilton now aims to install keyless entry service in 2, hotels by the end of However, this myth has been thoroughly laid to rest as tablets, mobile phones, smartphones and laptops have become critical tools on both sides of the check-in desk.
Integrating these systems can provide more comprehensive management information, faster reporting and a truly comprehensive view of profitability. For example, if a guest comments on the facilities in the room to someone on the front desk as they leave for the day, the data can be passed to the relevant operational team for the issue to be rectified and the guest notified upon their return - delivering a truly personalised service at all levels of the stay.And in a hospitality world where word of mouth and online reviews have more influence every day, it’s one of the reasons that more and more hotels have started investing in social listening tools.
These tools allow hotels to find out about guests’ wants, needs, desires, complaints and more—and jump into the conversation if it makes sense. Information Technology in Hospitality (formerly the International Journal of Hospitality Information Technology) is a scientifically founded journal that seeks to publish articles in the field of hospitality information technology, a field that in the broadest sense draws upon the interface and impact of Information and Communication.
To meet the challenge of growing customer expectations, the hospitality industry is turning to technology. Innovation will enable hotel operators to stand out from the competition, fulfil every guest’s expectation and attract new custom.
Technology benefits, such as energy management and the safety and security of guests and their property, are discussed. This article also clarifies the issues that must be considered in the application of new technology and examines future trends.
Not so long ago, computer reservation systems revolutionized the travel and hospitality industry.
The evolution of the internet, the smartphone and other technologies now provide significant convenience and savings to travel consumers. To meet the challenge of growing customer expectations, the hospitality industry is turning to technology.
Innovation will enable hotel operators to stand out from the competition, fulfil every guest’s expectation and attract new custom.Download