Getting Guests To Use Your Tech: One Mistake to Avoid and One Secret Weapon You Already Have

Even the best tech can go unused if guests don’t know about it. For hoteliers looking to boost their hotel’s app adoption, the keys to getting guests to use your tech are already in your hands— you just need to use them.

Last year, hoteliers worldwide were implementing new technology to provide contactless capabilities and reach consumer demand for more personalized and digital guest experience. But for many hoteliers, getting guests to use their technology became another hurdle. 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 your apps, kiosks, or tablets, there’s one mistake you don’t want to make, and one secret weapon you should use.

DON’T Leave Guests to Fend For Themselves

Guests want the convenience of tech. But they aren’t going to go looking for it– meaning, they won’t be searching for your app in the app store. They might walk right past a check-in kiosk and stand in a congested check-in line at the front desk. They might wait on hold to order food instead of order room service with a few taps on their mobile phone. Why? Because they don’t realize what’s at their fingertips. Too often hotels and resorts assume guests know about their app and understand how to use it. Even if guests know an app exists, they most likely won’t download it unless they are shown the ways it will improve the quality of their stay. Don’t leave your guests out to dry, waiting in unnecessary lines, on hold, or altogether unsure 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. And how do you do that? In a previous post, we discussed how confirmation emails and welcome emails are a perfect opportunity to direct guests to a hotel app through deep links and outline the benefits of using an app. However, there is another way to get your guests to adopt your app. By utilizing your best resource: your staff.

DO Make Sure Staff Know What’s Going On 

Whether the staff is one person or one hundred, they need to know what tech is available to guests, understand its features and benefits and know how to direct guests to the hotel’s digital platform. And don’t worry, 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 help guests. For instance, staff should be able to show guests how to make a digital service request, how to book a spa treatment using the hotel’s mobile app, or how to view the room service menu via their mobile phones. If the front desk is busy helping other guests, guest-facing staff should be able to direct guests to available check-in kiosks or help them use the hotel’s mobile check-in function. If guests call the front desk to request more towels or a tv channel guide– staff should be able to direct them to the app or their smart-room tablet. A friendly and knowledgeable staff can be your best drivers on app and tech adoption.

To learn more about marketing your property’s tech, request a demo today.

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