It’s not too good to be true: experts predict a new Roaring Twenties is coming—and now is the time for hoteliers to prepare.

The last time the world had an international pandemic, the “Roaring Twenties” followed, a time characterized by exploration, connection, and boundary-pushing—with the hospitality industry experiencing an economic boom as more people became comfortable with cross country and international travel for the first time. As the COVID-19 vaccine rollout ramps up, experts from Forrester, The Atlantic, Bloomberg, and Yale University are all predicting the same thing: a new travel surge and a new Roaring Twenties.

If you want to ensure guests can relax and feel comfortable at your property during the post-pandemic travel boom, you’ll need to deliver the safe, convenient, and contactless experiences they’re seeking. And in order to do that, you need to first understand what exactly that entails.

What will these Roaring Twenties look like?

Social epidemiologist and Yale professor Dr. Nicholas Christakis discussed the post-pandemic social trends we can expect in a recent article with The Guardian. Christakis predicts that the 2020s will follow suit with the post-pandemic economic booms of the past. He describes a vision of the future “filled with experiences pined for in isolation: packed stadiums, crowded nightclubs and flourishing arts.” Just like in the 1920s, we can expect a period of liberal spending, an emphasis on living life to the fullest, and a desire to connect in person with like-minded people.

The difference between those Roaring Twenties and these will be mobile devices.

This travel rebound will bring a wave of guests who have gotten used to using smartphones for everything during the pandemic. Social connection will still be at the forefront of the New Roaring Twenties, but post-pandemic guests will want that interaction on their own terms and largely contactless. Mobile options allow guests the flexibility they will be looking for when concerts, conventions, entertainment events—and yes, travel—all return in full swing.

One of the benefits drawing travelers to home rental stays instead of hotels is the ease of booking, checking in, and checking out without being reliant on someone else. Beyond the desire for contactless is an even greater desire for simple convenience: guests want their stay to work around their schedule. As a result, mobile options will continue to be vital for increasing both safety and new bookings now and for the foreseeable future.

Guests in the 2020s want to connect—just not face-to-face.

In the age of Google searches, instant information has never been more accessible. Today’s travelers are used to quick communication and quick service. Now, hoteliers have the opportunity to harness the convenience technology provides, using automation, mobile messaging, and digital requests in order to provide the level of above-and-beyond service guests are seeking. With instant updates and 24/7 access to staff, they’ll never feel out of the loop or ignored.

Furthermore, guests are more attuned to what they like and dislike about their experiences, and with the rise of social media, they’re quick to share those opinions. And they’re quick to share those opinions. Allowing your guests to give quick, direct feedback ensures that your staff can not only dramatically improve service recovery rates, but also optimize future service. And as we all know, guests who feel their frustration and suggestions are heard are far more likely to book a return visit.

Don’t be left out of the 2020s travel boom.

The rise in smartphone usage provides you with the opportunity to meet your guests’ needs more effectively than ever before. Restaurants, rideshare services, and airlines always have a mobile option—and that has set a new precedent and standard for consumer experiences, never more so than in the post-pandemic era. Don’t get left behind: when vacationers, event-goers, and business travelers start booking again, make sure your property is their top option.

The 1920s brought with it an economic boom. Whether or not the post-COVID boom reaches the dizzying heights of the Roaring Twenties, there will be a surge. When it comes, success will largely hinge on how hoteliers utilize mobile technology.

Want to learn more about how your property can leverage technology like Mobile Key or a Mobile App to thrive during the post-pandemic travel boom? Request a demo of the INTELITY platform now.

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Hospitality tech has never been more popular. But is the future mobile-only?

For the first time ever, the entire hospitality industry is feeling a sense of urgency: they’re not just interested in technology, they’re interested in technology right now. As INTELITY CTO Ira Dworkin put it in a recent interview, “Many hotels have known that they would eventually need a mobile app, but thought they could put it off for a few more years. Now they’re asking us, ‘How soon can we get it running?’”

But to his point, it’s apps that most properties and brands are rushing to, especially ones equipped with mobile check-in and mobile key. According to a survey from the end of last year, 90% of guests prefer that the hotel they visit has a mobile app offering the ability to completely manage their stay without having to interact with a person.

That begs the question: what about everything else? Is the future of hospitality mobile-only? In late 2019, IoT was being heralded as the hottest hospitality trend. At the same time, others were calling voice technology the next big thing. And while the vast majority of the attention is on mobile right now, it’s not the only technology that can make a huge difference for hotels.

In fact, technology like in-room tablets, casting, and voice may not be making the news as often, but they are growing in demand, even during the pandemic—for two important reasons.

First, the obvious. Despite mobile apps leading the pack when it comes to offering contactless services, in-room technology does have a lot of pandemic-friendly features. Tablets, for example, are an easier-to-clean alternative to printed compendiums and enable guests to order dining, schedule contactless deliveries, communicate with staff, and much more—all in just a few taps, without ever needing to get out of bed. Voice is a bit more limited, but does much of the same, giving guests a hands-free experience that’s preferable to using an in-room phone or heading down to the front desk.

But overall, the reason interest in other hospitality tech remains strong and is growing again in 2021 is because of what we call “The Tech Refresh.” For the last decade, old legacy systems have slowly become a problem for properties. Not only can old tech leave a stay feeling outdated, there’s an increasing sense from guests that it’s no longer acceptable.

For properties trying to modernize, getting rid of in-room phones and printed compendiums is a priority—especially as over half of all Americans (and well over two-thirds of Millennials!) no longer own or regularly use landlines at all. Voice and tablet technology can offer call functionality and much more to a room, making them a natural fit for properties looking to cut the cord. The same shift is happening with TVs, as over 60% of U.S. households now have a Smart TV. For hoteliers, the ability to give consumers a streaming option is becoming a much more pressing need. Casting offers guests the easiest way to use their streaming services and control the TV from their own device, removing the need to log into their accounts on a TV for just a few nights.

For the last year, The Tech Refresh has continued in spite of COVID, and will only grow as properties and brands recover. So is the future of hospitality mobile-only? Not at all. The future is properties creating a digital guest journey—one that matches the lifestyle and preferences of its guests at every point in their stay. And over time, that will require much more than an app.

Find out how you can transform the guest experience with digital comfort and convenience throughout your property. Request a demo of the INTELITY platform, which unites mobile, in-room, and staff technology, and is scalable to any property size.

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In-app spending has risen to previously unimaginable heights—so why do some properties struggle to see ROI from their mobile investments?

If there’s one thing all hotel app vendors agree on, it’s that mobile apps can become a key revenue-driver for properties. According to preliminary Sensor Tower Store Intelligence data from 2020, global consumer spending in mobile apps reached a record-setting $111 billion last year, marking a 30% year over year growth. Bottom line, everyone agrees apps are here to stay, and they’re an untapped resource for many properties and brands.

But on the flipside, many vendors tend to share a common weakness. They’re great at telling you that apps can be a great source of revenue, but skip the explanation on how exactly you can make that happen. So here’s a head start for you—the simplest breakdown of how to position yourself and your app for success both before and after implementation. In essence, here’s how you actually make money.

First, if an app doesn’t integrate with your Point of Sale (POS) system, don’t buy it.

It sounds hyperbolic, but it’s not. Integrations are one of the single most overlooked factors when it comes to using technology successfully. If you’re hoping your hotel app will engage guests and encourage them to spend more during their stay, you’ll need a simple, fast way to facilitate purchases. And frankly, there’s nothing worse or more confusing for staff than having two systems for orders and purchases to go through. Do your homework on which vendor can meet your needs when it comes to building a tech stack that truly works together. You won’t regret it.

Next step: train staff on how to use and talk about the app. Then, build your user base.

Truly successful app purchases all start in the same place, with top-down buy-in at the property or brand. Without buy-in from first your management team and then your staff, you can’t expect to see revenue rise. As soon as the app is in place, hold a training session for staff members, teaching them how to use it and what guests can do with it. Then, make it a part of standard processes to have staff, especially front desk and concierge staff, recommend the app to your guests. Word of mouth has been the greatest advertisement since the dawn of time.

Beyond word of mouth, there are numerous places where you can direct guests to the app. To name just a few: your website, your OTA profiles, pre-arrival emails, and digital and physical signage at your property. As Fairmont Miramar’s Director of Sales and Marketing emphasized in an interview with us last summer, if you tell guests about the technology and ask them to use it, they will. But if they don’t know about it and you don’t direct them to it at every opportunity, your download numbers will never reach their full potential.

Finally, let your marketing team loose.

With an app that can support purchases and a user base that’s ready to engage, you’re 2/3rds of the way to a strong revenue strategy. Whether your marketing team is one person or an entire group, it’s critical that they’re involved with building out the content of the app, keeping it up-to-date, and utilizing whatever marketing features it has to offer. An app is not a “set it and forget it” tool. It works best when you’re utilizing its full suite of capabilities. Add in your in-room and takeout dining menu items, your gift shop items, any upcoming events, and your available amenities—whatever on-property purchases and activities that contribute to your bottom line should be included. Once they’re in place, it’s time to market to guests before and during their stay using special in-app promotions, push notifications, personalized messages, and more.

It sounds like a huge task, but in reality, it’s a few hours of work a week, and incredibly scalable based on what you want to market and how much time you have to dedicate to it. However, the power of a well-timed promotion for your restaurant right before dinner time or a special offer for your spa services as soon as weekender guests arrive can’t be overstated.

So how do you make money with a hotel app? You select an app that can facilitate purchases and work with your current systems, encourage adoption and build up your user base, and then market to your guests. When you follow that simple formula, you’ll see a marked difference in your ancillary revenue.

Looking for ways to boost revenue at your property? See how the INTELITY platform’s Guest Marketing features create endless opportunities to reach your audiences with the right offer at the right moment.

Read the Guest Marketing One-Sheet