An overview of technology for hospitality.
Mobility has an ever-increasing role in the travel industry and today’s travelers are relying more and more on their phones through each phase of their journey. A recent Monscierge survey showed that 56% of hotel guests prefer to make requests using text messages, taking the number one spot in communication preferences. SMS is being used in hotels to plan the stay, announce arrival, contact the valet, order room service, and more. Key motivators for this technology are efficiency and personalization. Mobile technology can eliminate lines for check in and check out, prioritize and provide ETAs on room service and housekeeping requests, and even let guests in the door with room keys. Personalization is a serious driver of loyalty. This same survey found that 94% of travelers are more likely to chose the same hotel again if they use technology to personalize their stay. This can be achieved by using beacons to greet guests by name, allowing them to have their favorite snacks available when they arrive, or simply breaking down barriers to make communication with hotel staff easier than it has ever been. Check out this case study with Hyatt Regency Bellevue to learn more about text communication and its …
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 …
Over the recent past, the healthcare industry has begun looking to hospitality for insights into better patient care. After all, who better than the hotel industry to lead the way in making people feel more comfortable in unfamiliar surroundings? Technology plays a major role in measuring and reporting patient satisfaction, proving means for healthcare leaders to ensure the best care patients as well as their families. This is important for the wellbeing of those under care as well as Medicare reimbursement Our client, Mercy Hospital in Oklahoma City, has successfully used the Monscierge Connect app as an excellent way to provide high-quality care for patients and their families. This app provides menus for patients as well as direct links to patient health portals and valet services. Additionally, family members can access local information such as nearby places to eat, hotels, and maps to help them become acquainted with what is often a new town. Over the coming weeks we will be talking more about using technology to bring hospitality to healthcare. To see this in action, check out Mercy Hospital OKC’s app in the App Store.
Hotel RL by RLHC is an innovative brand that brings an authentic local connection to the guest journey. Their Living Stage is a project that provides a space for local artists to share their creativity in everything from cause awareness and storytelling to cooking and poetry. Hotel RL has created inspirational community spaces in its hotels from coast to coast that are bringing guests and the local community together. “Everyone says they want to be a part of the neighborhood and through The Living Stage, Hotel RL properties are giving the neighborhood a reason to walk in the door,” says Executive Vice President & Chief Marketing Officer Bill Linehan. The Living Stage has created means to offer artists further reach with live broadcasts, and guests can even view from the comfort of their rooms if they desire. This is a great example of properties maximizing local exposure, connecting guests with a fully immersive experience, and using technology to meet guests where they are.
Hotels are getting into the Snapchat game and it has a lot of potential for location-based branded marketing. Geofilters, which consist of a graphic overlay for “snaps”, are a fun way to test the Snapchat waters. They are highly localized, which means they show up in the app based on a location that you set, and your cost depends on the area you choose and the times you set to have it available. Geofilters are very easy to create, and with a few tips can provide an engaging way to increase brand awareness and get guests and even staff members involved with your digital marketing. Some of the best geofilters contain small amounts of text or images that describe the location, working like a stylish label for the photo. In order to get people engaged, it is important not to overdo the marketing messages. Instead, consider what would draw people into your location and play off of that. Maybe it’s a historic site, a local delicacy, or beautiful artwork. You can also get more specific by creating geofilters for weddings or events at your property, local festivals, or even promoting your current charitable causes. No matter what your chosen focus, …