We were all excited to welcome our team home from HITEC and hear about their experience. Here is a short recap of what stood out to them. Biggest Takeaway: “Mobile technology will be the dominant platform in guest-to-staff communications over the next few years as hotels begin implementing the next stage of the mobile strategy.” (Christy Doherty) “I think, for me, it was seeing how ahead of the curve we were and how our framework, scalability and price have put us as one of the top software companies for the industry. I learned how powerful it is to have a team to depend on and bring in to help and it was awesome to see how we all had each other’s backs.” (Elizabeth Robinson) “That whoever can figure out TRUE mobile check in will be king.” (Kristen Tsitoukis) Favorite Moment “Putting a prospective client’s app in their hands, built and ready to go, and it being a near exact fit to what they are looking for.” (Christy) “My favorite moment was when I looked up from a conversation and every Monscierge employee on deck was engaged with potential clients. This was extremely encouraging.” (Klent Luschen) New Trends “Remote check-in via …
We believe in using tech to enhance the human connection, not replace it. But many people today so rarely look up from their phone, it’s nearly impossible to make eye contact with them, let alone make a meaningful connection. So how can the hands-on people of hospitality reach out to these hyper-connected guests? Meet them where they are. Of course I’m talking about mobile (isn’t everyone?). This tech-savvy bunch needs information on the fly, a great user experience, and no wasted space on their phone. Tap into the subcultures. It seems that we spend a lot of time talking about the millennial generation. As a whole, reaching this group is a daunting task. They are busy, savvy, and well-informed, along with being buried in information and entertainment on an almost constant basis. So think in terms of reaching to this generation through the smaller groups to which they belong. For a great example of this, I highly recommend reading this article by Larry Mogelonsky on cross-generational word of mouth. Maintain an active and engaging social media presence. There are two fast food brands that I would use as an example. One, a certain burger joint, is often ridiculed for unhealthy …
There is no reason for any hotel to have a sub-par mobile app, but lacking time, money, or a development team, that’s exactly what’s happening. It’s frustrating as someone who looks at these every day to see that people are still being sold on technology that serves little to no purpose for the hotel or its guests. But how can you pinpoint what kind of technology to provide? Work backward. What do your guests want? Do they want to be able to open curtains with their iPhone? Check your reviews, is that what people are saying? “I had a great stay, the room was gorgeous and the staff was gracious and attentive, but I’m taking off one star because I had to physically use my own hands to change the position of the curtains and that’s just so 2013.” Your reviews could tell you exactly what your hotel needs to up the ante, so get creative and consider how your app can work for you. I chose three highly rated hotels, and looked at their most common complaints. Here is what I found: No room service. Many hotels are finding that room service is a drain on their budget, and …
Shared economy sites, after working their way into the travel sector over the last few years, have recently seen some bumpy roads. I don’t want to get into the gory details, but it seems that all of the problems you think could happen when strangers borrow homes actually do happen. Nevertheless, some adventure-seekers and budget conscious travelers are looking for new ways to explore the world. So why are people still throwing caution to the wind? Bargain: Hotels are locked into overhead costs that homeowners simply don’t have. This keeps room rates higher than it typically costs to borrow a house from someone, especially if a few people are traveling together. Your upper-hand: The budget seekers probably don’t want to lose their money, but stand a good chance of doing so if their sharing deal gets cancelled – even by the host. You can utilize this advantage by making your refund policies clear. An extra step would be to offer a discount for travelers who lost their previous booking. Then be sure to step up your game and show them what true hospitality is all about. Authentic Local Experiences: Today’s travelers want to immerse themselves in the local environment and …
Over the last few years, text messages have become a mainstay of communication. In fact, recent studies show that people use smartphones more for texting than any other function phones provide. Marketing departments have not overlooked this fact and are using SMS to promote deals, remind users of payments, and otherwise keep their brand at the front of the consumer’s mind. Hotels have the potential to reach guests through SMS from planning to after the stay, providing valuable and useful information that doesn’t intrude on the experience. Following are suggested uses for SMS over the entire guest journey: Planning: Connecting with guests via SMS can begin as soon as a phone number has been entered. This is a great time to push seasonal or package deals, provide information about local merchants, or alert guests to area events taking place during the time of their visit. Booking: During the booking phase, many guests will have special requests or traveling needs that aren’t specified in fill-in-the-blank forms. SMS can be an opportunity to stand out and create positive memories before the guests arrives by providing a way for guests to make these things known, as well as to know that someone has …