In January of last year, Nielson found that smartphone penetration had reached 80% by users ages 18-34, and the lowest penetration was still nearly half (47%) for the over 65 crowd. Comscore data reveals similar numbers for the UK, with over 51% share of mobile users across all markets. And it’s only growing. Gartner estimates that 1.1 billion smartphones will ship worldwide in 2015. The percentage of smartphones for newly acquired devices has gone from 20% in 2009 to 60% in 2011. So what do all of these numbers mean for hotels? The call to “go mobile” has been heard loud and clear. Hotel websites are being optimized, mobile booking engines are rolling out, and guest usage is growing by the second. Comscore released a report on the 18th showing that 51% of the smartphone audience has used smartphones to view travel information. Of those, 23% looked up attractions near their hotel, and 22% researched restaurants. Pairing this data with personalized search technology, hotel operators are pushing to keep the pace with the expectations of today’s travelers. How can hotels answer these needs while still keeping up with face-to-face service demands? Our own research has shown us that 73% of …
It is rare to find someone in the hospitality industry who does not have a passion for it. Similar to F&B, medical, and other forms of service employment, hospitality is fast-paced, ever-changing, and high-demand. Those who have hit their stride are able to think ahead and juggle numerous tasks at once, all while keeping a smile on their face and remaining calm under pressure. If it sounds grueling, that’s because it is. Yet, anyone who has done time in hospitality knows of its siren call. Owners and operators speak of their property in reverent tones; there is a sense of relationship, as if the union between man and hotel is something sacred. Consider the intrigue of working the front desk, especially as night auditor. Hotels are a constant source of drama and mystery. Why else would they be the scene of so many thrilling tales by the likes of Alfred Hitchcock and Stephen King? Certainly the monotony of nightly check-ins is broken by the small insights into the lives of late-night travelers. The high demands put on hospitality workers makes for a strong desire to run a tight ship. Even those at the lowest on the chain of command expect …
i2E is a private, not-for-profit corporation with a focus on high-growth companies in Oklahoma. They visited our offices early this month and spoke with CMO Ken Marold about what to expect from Monscierge in the coming year. Check out the video below for Ken’s take on guest experience, hospitality technology, and the emerging markets for touchscreen software.
If there is one thing that everyone can agree on concerning travel in 2012, it is that today’s travelers are more in the know than they have ever been. Rarely does anyone plan a trip without first checking into their destination via online reviews, peer recommendations, and property websites. In a recent article by USA Today, Choice Hotels CEO Steve Joyce says, “I don’t know any segment of the business where people aren’t demanding more value, and I think that will remain until people feel like they have recovered their wealth, which is going to be 10 years from now. It’s free Internet, free parking, free breakfast and other services they want but don’t want to pay additional for.” Guest experience has always been the driving force behind the hospitality industry, and this new generation of tech-savvy travelers is raising the bar for hotel owners everywhere. It is no longer enough to have the best photos, the best marketing strategy, or to coast on reputation. “Travel destinations are working harder and harder to retain credibility in the age of the incredulous.” (via Larry Mogelonsky) A current study by Hospitality Technology shows that the second biggest IT concern for hotels is …
Digital signage is on a sharp rise in the hospitality industry. Interactive touch screens are in, and those back-lit “you are here” maps are making an exit. So what are some key features to identify when implementing a signage upgrade? Digital signage should first and foremost connect you to your guests, giving you the opportunity to enhance their experience through multiple channels: Interactive wayfinding Travel information such as flights, maps, and weather forecasts In-house promotions Menus Amenities Event information Interaction with your brand Social media integration Secondly, ensure that the signage you are purchasing has a content management system (CMS) that allows you to customize the content, retaining brand consistency and reliability. Digital signage is an elegant, meaningful, and effective tool and your brand can be at the front and center if you manage the content in-house. Social media integration is another way for your brand to shine through digital signage. Users are able to share photos of your property along with your branding on their own social pages, combining peer recommendations with instant brand messaging. In short, keep the needs of your guests at the top of your mind and stay true to your brand.