For hoteliers considering transitioning from on-site to cloud-based software at their property, here are a few ways making the change can elevate guest experience before, during, and after their stay.

In the case of property management systems, there’s been a number of hoteliers who want to stick with the devil they know: on-site systems. While switching to a cloud-based system is becoming increasingly popular, there is still pushback against moving from running tech via a physical device to managing hotel operations and solutions through the cloud. What this tension ultimately boils down to is, what’s the benefit of making the switch? And will it outweigh the hassle?

Before They Even Arrive, Give your Guests the Comfort of the Cloud

More Booking Flexibility 

With the recent wave of COVID outbreak driven by the Delta variant, travelers are once again hesitant to make travel plans for fear of having to cancel their bookings or change them last minute. With a cloud-based PMS, hotels can offer flexible cancellations options. When a platform connects to the cloud, guests can utilize self-service capabilities to update bookings details. Refunds and rescheduling can be made easy without adding extra work for staff.

Security at Every Step

In the current age of technology, vigilance around digital security is more important than ever. Verifying guest IDs and banking info through cloud-computing massively elevates security because the guests’ information isn’t actually on-site. Cloud-based ID verification mimics the process of physical verification without opening up a guest’s ID and banking info to the same vulnerability that an on-site verification process does. Plus, cybersecurity offers added protection such as firewalls, SSL encryption, intrusion detection that physical on-site hardware typically don’t.

During Their Stay, Make Every Interaction Count 

Personalization

Having a cloud-based platform means customers’ preferences can be stored and automatically acted on in future stays. Room control preferences, for example, can be saved so the next time a returning customer books a stay, their room will be set to their liking—temperature, lighting, and more. Beyond that, their interests can be logged to the cloud and further utilized through targeted microtransactions via smart-room tablet or mobile app ads.

Service Recovery 

With staffing shortages affecting the hospitality industry worldwide, service recovery is vital when making up for gaps that may arise from having a reduced staff. With cloud-based technology, service recovery is made easier, and most of the work can be offloaded from the staff. Ticketing and service recovery steps can be tracked through a system that communicates well with both guests and staff devices. Cloud-based solutions can also allow management teams to generate reports that can be used for further review and analysis of customer complaints and recovery time.

After They Depart, Leave Them Wanting More 

Checkout… and Security Again 

Checking out should be painless. And guests should be able to leave a hotel feeling confident their information is going to continue to be secure. However, their banking and identification details should be able to be verified easily, when needed; specifically, when they go to book again. Keeping everything in the cloud allows for added digital protection while making it so returning guests won’t have to re-register or fill out forms again when booking a visit.

Follow-Up 

Personalization doesn’t stop when a guest checks out. A scheduled follow-up email can go a long way. Some properties are finding added value in attaching a survey to the follow-up email. With a cloud-based system customer pain points can be gathered and tracked. This allows hotel management to locate issues much quicker and more effectively.

One of the benefits of cloud-based technology is the ability to add various tech solutions to your tech stack that would improve operations functionality, guest communication, revenue management and more. Having a well-integrated tech stack can also provide you with data and deep customer insights that can be used to improve operational efficiency and customer experience. This is why the most important aspect of choosing a cloud-based system is trusting the vendor. You need a vendor who will keep up with software updates and troubleshoot any integration issues for you. Is switching to the cloud worth it? We say yes, as long as you have the right vendor in your corner, making the switch go as smoothly as possible so you can start reaping the benefits, ASAP.

Want to learn more about cloud-based systems and what they can do for guest experience? Let’s chat.

Request a Demo

As the hospitality industry struggles to fill staff openings and COVID variants present new health and safety concerns, see what hoteliers can do with the team they have to prevent guest experience fallbacks.

With rising concerns about the Delta variant along with continuing staff shortages, the hospitality industry continues to grapple with how to operate with capacity limitations and uncertain consumer demand. As hotels, resorts, and casinos try to keep up and ramp up, the goal now is to maintain quality of service while reinstating certain COVID precautions that make guests feel safe and comfortable. In the current landscape, these can feel like impossible objectives. But with the right technology platform all of this is possible.

Smaller Teams Can Still be Effective

Utilize Mobile Options
During the height of the pandemic, digital room keys and mobile apps that enabled guests to have a contactless experience became less of a nice-to-have feature and more of a must-have. Today, guests still seek a digital experience that will enable them to better control their hotel stay and decide for themselves how frequently they want contact with the staff. Using mobile apps, guests can check in to their hotel before they even arrive at their destination, order room service, adjust their room temperature, and review all the services the hotel offers.  For the hotel staff, mobile options can alleviate some of their daily tasks such as front desk check-in/checkouts and scheduling housekeeping, taking pressure off a leaner staff.

Opt-in Housekeeping
Another tactic born largely out of dealing with staff shortage is the optional housekeeping. As COVID concerns continue to grow, giving guests the opportunity to decline unwanted housekeeping allows them to set their own safety standards. In an effort to combat a drop in service quality, many properties are doing housekeeping by request only. This allows guests who want daily housekeeping the opportunity to have it, while making sure guests who don’t want it or don’t care still feel that the quality of service has not decreased.

Informed Staff
A small staff can make a positive impact just by the way they conduct themselves when it comes to COVID. You can give your guests a sense of confidence in your COVID response by simply making sure your guest-facing staff are talking and acting in a way that reflects the properties commitment to keeping guests safe, such as wearing face masks and social distancing. Beyond that, front desk staff should know what precautions the property as a whole is taking so they can answer questions guests may have.

Safe Activities Can Still Be Sensational 

Take It Outside
How this shakes out depends entirely on the property. For some hotels or resorts, hosting happy hour events outdoors makes sense, while other properties may decide to move their gyms and spa treatments outdoors. Hotels can even consider investing in an event pavilion, which opens up a wide range of outdoor possibilities. Properties with pools and gyms may choose to stagger their open activity hours when COVID cases start to rise or when the property experiences pool staff shortage.

Offer Dining Pick-up
Properties that are planning to reopen some form of dining, adding a pick-up option can be a great way to offer dining services to guests, especially if the hotel has a lean restaurant staff or lacks resources to deliver room service. Encouraging guests to order food via in-room tablet or mobile app also removes the need for printed menus and allows for digital menus to easily be updated. Plus, whether guests are planning to invite friends to dine in their room or they need to grab a bite on their way out, pick-up is a great way to ramp back up dining options without overloading your team.

Intentional Communication
Using hotel technology to communicate with guests can eliminate unnecessary face-to-face interactions while increasing guest interaction. Mobile apps, smart tablets, voice assistants and other technology allow guests to communicate via phone, text or voice chat to the staff to request services or answer questions. Digital devices also have the ability to collect customer data that can be used to offer more personalized services. For instance, a hotel can send personalized texts to business travelers when certain conference rooms are available for them to conduct Zoom calls. Whether it’s texts, event announcements, or a robust digital compendium, information can be delivered in ways that still feel personal but require less from staff and less contact overall.

As infection rates in many areas are climbing again, it can feel disheartening, heading into another COVID-affected season of travel. But if the last year taught us anything, it’s how to prepare and how to prioritize safety. The hospitality industry is not left in the lurch this time around because there are tried and tested strategies that can be utilized. As staffing issues continue to put the industry at a disadvantage, we’ve seen the ways tech can support smaller teams to prevent major quality decreases. So stay informed, be intentional, and get the tools you need to make your property a success even in times like these.

For more info on how tech can support your current team, request a demo today.

Request a Demo

Amidst constant new tech developments, find out what hoteliers can do to make sure the tech they have and the tech they want are compatible.

For many hoteliers, it can feel like every time they think they are up-to-date on the latest and best hotel tech, something newer and better comes along. And too often, as those new features or devices are added to a property, issues arise because their new tech and existing tech don’t communicate properly. If any aspect of a new system or third party application doesn’t integrate seamlessly with your tech stack, the back-end can become fragmented creating a myriad of frustrating technical issues for staff and guests. This in turn can create a reluctance to adopt new tech altogether—especially if a hotel is still dealing with inter-tech issues based on their last implementation.

Avoid Tech Convolution

To illustrate how a lack of systems interconnectivity plays out practically, let’s say a guest tries to check in to his room on a hotel’s app, but that app isn’t connected or connected properly to the property management system. The hotel’s app will be unable to access the guest’s reservation information, requiring the guest to check in at the front desk. Once checked in, the guest heads to his room and decides to order food via mobile dining. But the app doesn’t communicate accurately with the hotel’s point of sales  and the mobile app, causing it to send duplicate food orders to the restaurant. This mix-up confuses the dining staff and causes the guest’s order to be delayed. Instead of improving operation efficiency and providing a good guest experience, the app does just the opposite.

This nightmare scenario has the potential to negatively impact every aspect of the guest’s stay. If mobile service requests aren’t aligned with the hotel’s ticketing system, requests can easily fall through the cracks and guest requests can go unanswered. The lack of inter-tech communication could cause room-key malfunction, payment issues, and other tech failures that can frustrate both the guest and staff.

As consumers demand a more personalized guest experience and hotels adopt more advanced technology, hoteliers will be required to make deeper tech integrations in order to deliver best-in-class guest experience and optimize back of the house operations.

Here’s a little cheat sheet for how to do that:

Before Implementation, Get Your Ducks in a Row

• Before you adopt additional third party applications, make sure you have the network power to support them. Too often properties bite off more than they can chew by trying to implement tech their network setup simply can’t handle. It may not be the app solution that is ineffective, but rather a weak WiFi network that prevents the full use of a new tech application. So before you try to get your new tech up and running, find out if you have suitable bandwidth to handle system traffic and suitable WiFi to handle guests’ needs. You may need to invest in the next generation of network technology, or simply fix a specific problem. If you ensure you have the proper IT infrastructure in place beforehand, the implementation process will go far more smoothly.
• It’s not uncommon for an IT team to get left out of the conversation when it comes to signing new tech deals. To avoid future integration pain points, double check with your IT team to make sure the new tech you’re investing in will be able to work well with your established systems. Including the IT team in tech discussions before purchasing a solution may help prevent future integration roadblocks.
• Find a vendor who’s tech plays well with others. Just like no piece of tech is an island, no vendor should be either. When scoping out a new vendor, here are a few questions to ask: Do they integrate with all of the critical systems your property uses on a regular basis? Are their integrations certified or otherwise validated with other vendors? Your tech stack journey starts here. Each new feature or device you consider from here on out should build off the others. You won’t be sorry for choosing a vendor who prioritizes being a team player. For a more comprehensive list of questions to ask potential vendors, check out our connected vendor one-sheet.

After Implementation, Resist the Temptation to Settle

• Don’t let the guest information you collect be stagnant—invest in integrations that will provide deep customer insights. Being able to integrate customer data from various vendors enables hotels to gain clearer insights into each guest and be able to provide a personalized hotel experience during and after their hotel stay. More often than not, customer data is siloed in a hotel’s various technologies and systems preventing a full view of each customer and a lost opportunity to promote services tailored to a particular customer.
• And finally, don’t forget to tell your guests what they have access to. Too often hotels assume their customers already know that they have an app when in reality guests have no clue. Not only do you need to market your hotel app to your guests but you also need to highlight the app’s features and how to use them. You can promote your hotel app before your guest even reaches the hotel via confirmation emails. You can also link to your app through a welcome email, that can direct your guest straight to the check-in page, home page, or even to an in-app tutorial video.

The real reason integrations are the unsung hero of hotel success is because once you make sure your vendor integrates well with others, and your connected systems are in place, you can get the most out of your hotel’s tech, enhance the guest experience and streamline your back-of-the- house operations.

Interested in upgrading your property’s tech integration? Request a demo today.

Request a Demo

There are two big reasons guests don’t adopt a hotel’s app, and we have two ideas on how to change that.

Tech is integral to just about every part of our lives, yet hoteliers still run into guests who are reluctant to use their app. Surely guests want access to all the services and amenities a hotel has to offer right at their fingertips. So what gets in their way? What roadblocks prevent guests from adopting a hotel’s app and utilizing its tools?

There are two main reasons hotel guests don’t use hotel apps – poor usability and lack of multiple functionality.

1. The Burden of Tedious Steps  

Today’s consumers are accustomed to using apps on their mobile devices that offer a one click experience. Hotel guests expect the same ease of use in a hotel’s mobile key and mobile app. Yet, hotel mobile apps frequently require multiple steps to set up or are confusing to navigate. If guests feel an app will take more time to figure out than they perceive the features are worth, they’ll give up before even hitting “download.” Even Apple is making it easier to use hotel apps, specifically mobile room keys (per their iOS 15 update announcement).

2. The Woes of a Single-Use App

In the Age of Apps, it’s far too easy to end up with multiple apps on your mobile device that waste space and data. Which is why users are often resistant to single use apps. They don’t want to download an app that they will only use once.  Users are accustomed to apps with multiple features and uses.

Both complex usability and single use apps can put a significant damper on hotel app adoption. So what can be done to improve app usage?

Two Ways to Break those Barriers

1. Use Deep Links to Improve Usability

If you are unfamiliar with deep links, they are links that can take a user directly to a certain page within an app. Instead of users landing on a homepage after signing into a mobile app, a hotel can use deep links to direct them to a specific page that touts services the hotel is trying to promote or to content targeted to what people are seeking, such as a check in page. For instance, a hotel can send a welcome email to a guest before they arrive that includes a direct link to the app’s check in page. When a hotel’s app is linked directly through an email, it saves the guest from having to open the app, sign in, and then find the check-in button. And if a guest hasn’t downloaded the hotel’s app yet, a deferred deep link can be used, which allows the guest to take a quick detour to download the app, then pops them right back on the intended in-app page.

And bonus! Deep links are just as, if not more, secure than analog routes of checking in because any link sent to guests goes directly to their email address, preemptively verifying who they are.

2. Offer More Functionality

Hotels can keep guests happy by offering a multifunctional mobile app that enables them to easily do things such as request room service, adjust their room temperature, or book an in-hotel event via the app. Guests may be more inclined to use a mobile app if they are shown how its features can be used to get a more personalized hotel stay.

This is another reason why deep links are one of hotel tech’s hidden gems. They can be used to take guests directly to in-app promotions, messagings, room-key and more.  Deep links are the perfect avenue to show guests what your app has to offer with one simple click. This saves them from wasted time navigating and gives hoteliers endless opportunities to intentionally direct app traffic.

The gist of all this? The best thing hoteliers can do for hotel app adoption is to get their guests where they need to be quickly and effortlessly.

To learn more about tools to boost hotel app adoption, request a demo today.

Request a Demo

What matters to guests has changed drastically over the last year. Here are three things hoteliers should focus on to drive guest loyalty in the new normal.

The last year produced necessary adaptations in the hospitality industry. With no warning, hotels and casinos had to shift operations and guest service to meet new needs. As venues and properties reopen and ramp back up, many are wondering: should these changes stick?

While masks and hand sanitizer might not be as crucial in the coming months, some of the adjustments from the past year have evolved the way guests view travel, and what they expect out of lodging. There are a few big, long-term changes in how consumers are approaching their travel planning. While many of these changes were initially enacted by necessity, they’ve offered convenience and an overall better experience. Which means guests are not looking for them to go away anytime soon. In fact, hoteliers should be taking this time to increase their convenience and efficiency in the ways guests have become accustomed to.

It’s important for hoteliers to look at current traveler trends and figure out what consumers are expecting hotels to continue investing in. To help with that, here are three things guests aren’t compromising on in the new normal, along with opportunities for hoteliers to build guest loyalty now and in the future.

1. Flexibility

With booking especially, flexibility is huge. According to the Washington Post, travelers are still gravitating towards added travel insurance as they book future trips. If last year taught us anything, it’s to expect the unexpected–and always have a backup plan. Most people now have first-hand experience with hotels or event centers who either were or were NOT flexible during the pandemic. The lived experience of the last year has produced guests who are looking to book with properties they know will be understanding when it comes to last-minute changes and cancellations. And while Airlines and hotels initially shifted policies due to the necessity because of COVID, moving forward, many airlines are making these changes permanent. If hotels want to build trust and loyalty in the coming days, following suit by keeping flexibility at the forefront is crucial.

Flexibility in booking and reservations is key–but it matters in other places as well. Guests want their entire experience to be low-stress. They are looking for a build-your-own experience where they can opt into and opt out of the services and activities they want—so every experience is tailored to them. The more freedom to make decisions and change their mind, the more likely they will be to return and recommend the experience to others.

2. Self-service

What better way could there be for guests to tailor an experience to their needs and embrace flexibility than with self-service options? Guests are so over lines and multi-step processes. They want to get on to the point of their stay, whether it be family time, business, or just some much needed R&R

That’s why self-service is critical to basically every industry right now. Consumers got so used to taking care of themselves and handling everything through self-service during the past year. In the new normal, self-service is the preferred way of handling issues. Does this mean in-person assistance is totally out the window? Absolutely not. Guests will always want a person available to solve the more complex questions or problems they might have. But for the simple stuff, it’s second nature to handle it themselves. So let them!

3. Digital experiences

The most effective self-service strategies rely on what travelers already have available to them 24/7: their smartphones. In December 2020, Expedia reported that 77% of travelers said properties must have key technology amenities if they are to book a stay there. This far into the year, that number might be even higher.

Digital is key to the best guest experience. From a quick check-in, to a mobile room key you can’t misplace, to ordering food and booking a spa reservation. When everything can be done with a few taps, their focus gets to remain entirely on their stay. Digital tech really brings together the flexibility and self-service travelers are looking for because it gives all the control back to the guest. No lines, no waiting around. Just what they want, on their terms.

Help Them Help You

The best part about the above three strategies is that they ultimately benefit hoteliers and their staff. A flexible environment breeds understanding. If you are flexible with your guests, it contributes to more understanding from them during service recovery or technical difficulties. And the more self-service and digital options you provide, the less tedious tasks your staff have to focus on–freeing them up for the more important operations. Building guest loyalty is all about going above and beyond guest expectations to offer satisfying, sophisticated experiences they’re truly looking for—the kind that will have them coming back again and again.

Curious about what tech is available to give your guests a more holistic experience? Request a demo today.

Request a Demo