Everything mobile-related from Monscierge.
Increasing technology use by travelers to interact with brands means that the guest experience, formerly taking place almost entirely within the bounds of a hotel property, now extends to almost anywhere in the world. Whether it be research via tablet, mobile check-in, virtual concierge, or SMS chats with staff, maintaining a seamless guest experience across any channel is a serious challenge for hoteliers. One of the best features to come out of hotel mobile technology is instant translation. This means that travelers or staff from anywhere in the world can communicate with each other clearly and quickly. This has tremendous potential within the industry. Let’s take a look at 12 things that happen when you’re using your staff-facing app to remove the language barrier. Staff and guests feel more comfortable No more searching for the one staff member who speaks the one language Food service becomes safer – “Je suis allergique à l’arachide” is French for “I have a peanut allergy.” Assigned tasks become more clear and precision increases across all departments Work gets done faster due to interdepartmental communication Crucial emergency messaging reaches more people Safety improves with more accurate communication Guests feel comfortable asking for what they need …
Technology is making inroads in the hotel industry at a faster pace that it has ever done before. What started a few years ago with updating telephones or providing cell phone chargers has become a new world of screens, logins, and location awareness. I attended a wedding last week, so the “what do you do” conversation happened a lot. I’ve worked for Monscierge since 2011, and my company description has been updated often with new technologies arriving all the time. It’s always interesting to watch reactions when I explain what our technology would look like to the average traveler and gauge their perception of what they would find helpful or enjoyable while traveling. This week, messaging and beacons seemed to be the big hits. Technology should not detract from personal interactions, but instead it should help to create more of them. True hospitality is enhanced by technology when it creates the means to further personalization of the guest experience. For instance, many guests are more comfortable using text as a means of communication for quick requests or to order room service. This allows staff to be precise and efficient, tracking tasks in real time, and creating service opportunities that wouldn’t …
Everyone is making resolutions to be healthier, save money, have more fun, and accomplish goals. This year, get your hospitality resolutions all in one place with a mobile app. Attain Goals – The first part of meeting a goal is to name it, and the best way to stay on target is to track your progress. Today’s hotel apps can help you set and track goals in real time as well as keep your managers and staff on the same page. Improve Service Standards – When you have fewer or shorter lines and more efficient operations, you are creating an environment that allows for better staff-to-guest interactions, innovative service opportunities, and an enhanced guest experience. Use your hotel’s app to identify slow points in the guest journey and improve or even eliminate them. Reach Guests Anywhere – Mobile applications give guests hotel information at their fingertips during any phase of their journey and from any location. You can provide concierge recommendations before they arrive, dining reservations while they’re lounging at the pool, and valet contact when they’re ready to explore. Eliminate Lines – This one bears a mention all on its own. Nobody likes to stand in line, and your …
Over the last few weeks, we have discussed using technology to make the guest experience more comfortable and more personal as well as to generate loyalty. As commoditization becomes an increasing concern for the industry, hospitality leaders are looking for technology that increases brand awareness and loyalty, directly influences and enhances the guest experience, and creates a stand-out impression. Did you know that your hotel’s app can help win the war on commoditization? Here are four major ways it can d0 that: Your app can put trusted local recommendations at the fingertips of your guests. Your own concierge recommendations, available at the push of a button, go a long way to owning the entire guest journey and help ensure that your guests have a great stay on and off your property. Apps offer another channel of communication with guests, especially in the area of requests. Along with branding and personalized services, this can greatly influence loyalty. App usage analytics help hoteliers keep track of guest satisfaction in real time, and make adjustments as needed much earlier than was possible only a few years ago. And finally, mobile apps have a direct positive impact on search results. For an industry already …
The human touch is without doubt what makes a hotel’s service unique. Today’s mobile apps and other technologies have many people claiming the loss of this element, and predicting that there is not space in the world for both human touch and technology, one or the other must go. While I can understand the viewpoint, I disagree. Hotel apps assist travelers in booking, checking in, navigating the property, accessing their rooms, ordering room service, making requests, checking out, and many other things. The argument is that a guest who is using all of these services would potentially never interact with hotel staff at all, therefore removing all service points during the stay and furthering the commoditization of the industry. Some hotels are even removing guest-facing staff entirely, replacing front desk employees even bellhops with robots. “We will always need humans behind a real hospitality experience.” This, however, is far from the norm, and even further from what most of us want to see in hospitality. The purpose of technology in hotels should be to enhance the human touch, not to replace it. For example, let’s look at the check in process. When a guest arrives, the front desk staff member …