The question of how to get guests to use your tech puzzles most hoteliers… However, the key is already in their hands
During the pandemic, hoteliers worldwide implemented new technology to provide guests and staff with contactless capabilities, while also responding to consumer demand for a more personalized and digital guest journey.
As the pandemic continues to drift further in the rear-view mirror, hoteliers are seeing the benefits hotel technology has had on their businesses, and most importantly, on the guest experience. But marketing these technologies, especially with a trimmed-down staff, could be deemed a hurdle.
How to Get Guests to Use Your Tech at your Property?
Luckily, hoteliers don’t have to shell out thousands of dollars on marketing to get guests to use their technology, but they do need to be strategic. When it comes to getting guests to use branded mobile apps or smart-room tablets, there’s one mistake you don’t want to make, and one secret weapon you should use. Consider the following:
DON’T Leave Guests to Fend For Themselves
Guests want the convenience of technology, but they aren’t going to go out looking for it. They won’t be searching The App Store for your mobile app unless you prompt them. They might wait on hold to order food instead of ordering room service with just a few taps of their mobile phone or smart-room tablet. Why? Because they don’t realize what’s at their fingertips.
Too often hotels and resorts assume guests know about their technology offerings and understand how to use them. Even if guests know an app exists, they most likely won’t download it unless they’re shown the ways it will improve the quality of their stay. Don’t leave your guests waiting in unnecessary lines, on hold, or altogether unsure of how to get the things they want or need. Let them know what tech you have, how easy it is to use, and how it will make their stay better.
How can you do that? In a previous post, we discussed how confirmation emails and welcome emails are a perfect opportunity to direct guests to a branded mobile app through deep links and outline the benefits of using an app. However, there’s another way to get your guests to adopt your app. If a guest has made it to a property without downloading the app, it might be too late for mobile check-in — but they can still securely access their rooms using keyless entry on their mobile device or order in-room dining via the mobile app. But hotels must utilize their best resource: their staff. When a guest checks in, displaying a QR code at the front desk for guests to be easily directed to the app is a must.
DO Make Sure Staff Know What’s Going On
Whether the staff is one person or 100, they need to know what tech is available to guests and understand its features and benefits. This doesn’t mean your staff need to become tech wizards or IT experts. But they should be briefed on the basic capabilities and given a rundown of how the app’s features can assist the guest journey.
For instance, staff should be able to show guests how to make a digital service request, how to book a spa treatment, or how to view the room service menu via the hotel’s mobile app. If the front desk is busy helping other guests, guest-facing staff should be able to help guests use the hotel’s mobile check-in function. If a guest calls the front desk to request more towels or extra pillows, staff should be able to direct them to the app or their smart-room tablet for their next request. A friendly and knowledgeable staff can be your best drivers on app and tech adoption.
To learn more about how to get guests to use your tech and how to easily market your property’s technology, request a demo today.