Everything mobile-related from Monscierge.
The J.D. Power’s North America Hotel Guest Satisfaction Index study showed scores improving across the board, but not as much in the areas of check in and check out. While up overall, guests aren’t quite as happy with the process as they are with the rest of the stay. It makes sense. One of the top annoyances in any experience is standing in line, and a busy front desk often means guests are doing just that. In an early Monscierge survey, we found that 49% of travelers feel that 1-5 minutes is too long to stand in line while visiting a hotel. Moreover, 66% prefer to use mobile check-out over visiting the front desk, and 79% prefer mobile for check-out. Billing accuracy and speed were found to be the biggest factors in guest satisfaction during check-out. Another point touched on by the J.D. Power study is direct booking. Jennifer Corwin, Associate Practice Lead for the Global Travel and Hospitality Practice at J.D. Power, had this to say, “Years of capital investment in offerings such as higher-end televisions and in-room tablets have left their mark. Now, as hotels look to push customer satisfaction levels higher, their focus should turn to service …
The EU GDPR (General Data Protection Regulation) takes effect May 25. This change, designed to protect data privacy, applies to any organization collecting data on EU citizens, no matter the location of the organization. Compliance is mandatory and will include strict protections on all technology that can collect data, staff training on privacy protection, and protocol in place in the event of a security breach. New consent standards include the right for persons to withdraw their consent at any time. Sensitive data (personal preferences, beliefs, and biometric data) will require explicit consent from the user. No longer allowed to be buried in Terms and Conditions, companies must provide a full disclosure of the following: What data is being collected Who is collecting the data The purpose for collection How long data will be stored Companies will also be required to report data breaches, and those that engage in large scale systematic monitoring or processing must appoint a Data Protection Officer.
Branded hotel apps own a lot of power over the guest experience and subsequent loyalty. Used at full potential, they will meet every mobile need during the entire travel experience. But two hurdles often come between guests and hotel apps: adoption and retention. Standard adoption techniques include signage and table tents for the front and in-room desks and are valuable methods for promoting your app to guests on site. Don’t forget to utilize the available spaces on your key cards as well. Social media provides the best means of showcasing your app features before guest arrival and be sure to include the download link in all emails and digital communication produced during the booking process. Communicate to guests the level of personalization employment of your app brings to their experience. Signature moments, local expertise, and direct communication with hotel staff across all service levels are key highlights for travelers. Hotel apps are not limited to booking; you should own the experience throughout the entire journey by enabling communication between guests and staff, curating and delivering local experiences, tying into social media, and embedding reservation services so guests are able to do it all over again. In summary, app adoption and …
In this age of technology, does the live concierge have reason to fear the digital one? The attraction of hospitality lies in face to face interaction and personalized service. Getting the guest experience right is what drives the passion hoteliers have for their vocation, but some fear that digital takeovers will soon displace these valued interactions. While technology platforms can bring a new level of service, brands are best served using technology to enhance, not replace, concierge service. For instance, many requests such as weather information can be taken from the shoulders of the concierge in order to free up time to make the rest of the experience more enjoyable and perhaps even more personalized. Local recommendations, even if they are stored and accessed using digital means, are best curated using personal experience and word of mouth. Hotel apps can be used in this way to help the concierge reach more people that would be possible in conversation while still providing face to face access for those who would benefit from it. If you are considering adding a tech component to your existing concierge service, get your concierge involved in the process to ensure that your guests have access to …
We were thrilled to work with RLH Corporation on the release of their updated Hello Rewards App earlier this month. “We built the Hello Rewards App with the modern traveler in mind,” said SVP and Chief Information Officer John Edwards. Some of the key updated features include: More convenient mobile keys built to work with multiple door locks, letting owners choose the manufacturer that works best for their property. Text capabilities with the ability to communicate directly to hotel staff before, during, and after the stay. App check in at all Hotel RL locations. Synch with interactive screens in select lobbies to give guests information on local area in the lobby, then take it with them on the app. Guests enrolled in Hello Rewards guest recognition program have a tailored experience with access to their account and stay credits in real time. Hotel curated local recommendations.