How to forge a mobile connection with guests, improve guest experiences, optimize business operations, and stay ahead of competitors
Technology continues to play a crucial role in meeting the expectations of mobile-first travelers. According to a recent study conducted by American Express and Ebiquity, the top three expectations from travelers are:
- Excellent service
- Timely delivery of that service
- Personalized connections and experiences
These areas of focus should be top priorities for hotel operators of all sizes and scope looking to stay ahead of the competition.
Mobile technology is often used to deliver upgraded service offerings, including mobile check-in, mobile key, and in-app messaging, but investing in those solutions can be costly and not all solutions are created equally. Improving the guest experience remains a balancing act with real-world budget constraints. Before implementing a mobile solution at your property, it’s essential to consider its capabilities to determine if the investment is worthwhile. This not only includes expected improvements to the guest experience but also to business operations.
With over 92% of guests carrying a smartphone (and 40% with an existing hotel app installed), implementing solutions such as mobile check-in, mobile key, and messaging through a branded mobile app just makes sense. Mobile apps not only better connect your guests to your property, but they also streamline daily workflows for your staff. Completing mundane tasks like finding reservations and distributing room keys does not necessarily elevate or enhance the guest experience, but quality social interactions between hotel staff and guests do. The right tech allows hotel operators to automate repetitive tasks, which lets staff focus on providing guests with more personalized attention and assistance. This streamlined model continues past check-in for requests such as in-room dining, extra towels, or reservations at the spa.
Mobile technology offers guests access to great brand experiences in real-time, which helps increase guest loyalty. A recent Oracle study found that “when it comes to immediate benefits versus accumulating points as part of a loyalty program, 78 percent of guests preferred immediate benefits.” This means an immediate, personalized offer will engage guests and drive brand loyalty.
Guests today have high expectations for seamless, personalized service and a mobile connection. With the right technology, hoteliers can deliver all of that and more, while also gaining workflow efficiencies and driving guest loyalty.