We like to talk about features and functionality in our platform and the industry.
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 …
Monscierge has released a case study along with Accor, outlining a deployment of Connect Staff into all U.K. owned and managed ibis properties. This initiative was piloted at the ibis London Euston site, and driven by Accor’s commitment to leading the industry in innovative technology and to improve efficiency and guest satisfaction. “The system has helped us to reduce the time to respond to maintenance requests by up to 50%.” Frederic Le Bras, Assistant General Manager, ibis London Blackfriars Connect Staff’s primary function for a single property is to provide hotel staff the ability to easily communicate, track and prioritize tasks throughout multiple departments. At brand level, the reporting metrics and analytics feature provide significant insight across an entire collection instantly. The case study, released at the beginning of this week, revealed that maintenance request times had gone down by up to 50%. It was also found that room availability was more efficient, and that guests showed increased confidence in staff. You can view and download the entire case study here.
Recommendations provided to guests via Virtual Concierge became more prevalent over 2013. This article highlights tips and tricks to keep in mind as this trend rises over the coming year. Characteristics of Quality Recommendations: Real, trusted, and relevant information Provided to guests through easy-to-access channels Curated by real people rather than paid for by merchants Include hours of operation, pricing information, menus or services offered, and directions Truly local on a global scale – guests have access to what they want in the immediate area, but with a network that expands to every hotel within your brand, all around the world. Maintenance The database should be consistently updated for accuracy Means of delivery should be monitored for speed and user experience Benefits Enhance the guest experience Build guest loyalty with positive memories Give guests something to talk about and share with their friends Available 24 hours a day for all guests Relieve a few of the front desk duties