An overview of technology for hospitality.
There is a push for hotel technology to be better than what guests use at home, but some argue that the only way to make guests feel at home is with face-to-face interaction. We’ve always maintained that technology should enhance, not remove, the personal interactions between staff members and guests, but does technology present a barrier to that “at-home” feeling? Technology for technology’s sake can be fun but can also be a turnoff for guests who prefer to go “unwired”, especially on vacation. That’s why it’s so important to research your new technology and providers completely and ensure that your tech strategy greases the wheels for a better experience rather than get in the way. People feel at home when they are familiar with their surroundings. When home, guests know the best places to eat almost any kind of food, they know how to get to the mailbox, where their car is parked, and exactly which streets to take to avoid rush hour traffic. It would take many staff members working at once to provide all of this information to every guest, but hotel apps can put it directly at the guest’s fingertips. Many travelers will peruse information via app …
Studies have shown that today’s hotel guests book based more on price and location as seen on OTA websites than based on brand loyalty. OTA commoditization has boiled the decision making down to one photo and a number, leaving hoteliers at the mercy of a booking experience that is often out of their hands. So how does a hotel brand gain loyalty when guests aren’t looking to be loyal? Convince them to book direct. Obviously this isn’t always possible but, as we discussed here, is the best bet for both guest and host. Fight commoditization – At every step, but for those who booked via OTA, it starts at check in. Decrease or eliminate the check in line, and ensure that all front desk staff have proper training and accountability in customer service. Things like friendly demeanor, eye contact, and excellent listening skills go a long way. During the stay – Own the entire guest journey. You can do this by providing trusted local recommendations, responding to tweets from current guests who mention your hotel, or looking for other ways to go the extra mile and surpass expectations. At check out – Again, decrease or eliminate lines to check out. …
Today’s blog is written by Monscierge Marketing Coordinator, Angie Ford. Early 1990s – Phones fit in your pocket! Late 1990s – Send text messages from that tiny phone. Mid 2000s – Magic internet phone. Roughly 3 seconds later – Everything on the device (even your wallet!)- can we still call it a phone? Technology is moving fast. It seems like as soon as you think up a new mobile app feature, 10 others have just taken it to market. In business school, we learned not to create a product or service unless it was new or improved something that exists- cheaper price, better design, improved function, etc. This is why so many small businesses fail- they do what others are already doing, but they don’t do it better. People often dream of running their own company, but finding a demand that’s not already being met is difficult. A gift shop down the road went out of business, most likely because we could purchase their items at half the cost online. A beef jerky store opened recently in the same shopping center. I have low expectations for this place. Your community’s desire to support a local business just isn’t enough. Are …
A soon to be released study of over 70 hotels across a 15-month period show significant increases in both GSS and RevPAR. Some of the significant findings include Guest Satisfaction Scores increased by 1.1% according to Review Pro’s Guest Review Index (GRITM) following deployment of the software A Cornell study equates this increase in GSS with a 1.5% increase in RevPAR* When compared against scores from the same period the previous year, some hotels using Connect Staff saw GSS increases that indicate double digit RevPAR growth. Hotels with higher levels of product engagement outperformed the other properties *applied to typical midscale hotel, this can mean increased revenues in excess of $25-50K per annum. Look for further information on this study over the following week as it becomes available. If you would like to see what Connect Staff can do for your hotel, please visit our booth (#1831) at HITEC 2016 for a demo. Your app is ready.
Branded apps have come a long way from the days of booking only. Today’s travelers have means of eliminating a majority of top concerns at the tips of their fingers. Here are nine ways major brands are easing the guest journey: Traffic: As much fun as it would be to have an app to erase traffic jams before we arrive at them, hotels are doing the next best thing by texting guests about known traffic issues. This includes construction, parking availability, and best route information. Lines: Most people say that five minutes is too long to wait for check-in. Waiting in line for any reason is a pain, but at the end of what could have been a frustrating journey, being met with a queue can test the patience of a saint. Now, there’s an app for that. Guests can check in as they arrive, and can even use their phone as a room key. Room Ready Notifications: Early arrivals and late check outs happen. When they happen at the same time in peak season, guests can be left waiting and wondering. Today’s mobile apps can help managers track every stage of the room, then text guests to let them …