Technologies Bridging the Gap Between Guest Expectations and Hotel Capabilities
Guests are reportedly more satisfied with their hotel stay experience if it’s personalized to their needs and preferences. This is why hotels and resorts are exploring ways to meet guest expectations through tailored services. Most hotels already meet the elementary needs of guests. But today’s customer has evolved expectations from them. The past differentiators have become today’s standards. Over and above, the smallest disappointment leads to a less-than-satisfying rating.
Lasting, positive impressions can only be built when the divide between what the guest is looking out of a hotel and the services the establishment is providing is bridged. Hospitality providers must acknowledge that the path to better guest experience and long-term loyalty lies in engaging them meaningfully.
To stay competitive, improve guest experience and retain customers, hotels must close the disparity between their services and guest expectations. The first step to attaining higher guest satisfaction is to recognise where the difference lies. Only then, hotels can truly elevate their service.
As providers realize what guests expect, they can leverage technologies to boost guest satisfaction. There is a gamut of solutions that can be employed to address guest expectations. In this blog, we will discuss two primary technological capabilities: mobility and IoT; and how these can be leveraged to improve overall guest experience.
Closing the Mobility Gap
The guests expect a ubiquitous engagement — especially on their phones, while some hotels are still following the old practices of having to call the receptionist. Guests are looking for on-the-move solutions where the hotel engages with them through an assortment of channels such as mobile, on-site, and social media.
Through a simple mobile app or web interface, hotels can seamlessly allow guests to book, check-in, and play bills. Understand how mobility affects satisfaction with these two business cases of mobility for hospitality:
Mobile Room Keys
46% of visitors said in a 2017 hospitality survey that they expect their phones to work as a key. When a hotel has a software application that turns the guest’s smartphone into a key, they make operations smoother and efficient. The patron doesn’t have to wait in a long queue when checking-in.
89% of guests book a hotel that offers free Wi-Fi when compared with one that doesn’t. While Wi-Fi is extant in most hotel today, some of them continue to charge or have bandwidth issues. Guests complain if the connectivity is patchy. Hotels must ensure high speed and easy connectivity. Besides, as guests spend more time on hotel WiFi, hotels have the opportunity to learn more about their preferences.
Connectivity with Internet of Things
Today’s guest expects of hospitality providers that there is seamless connectivity of all devices in the room with their mobiles. The 2017 hospitality survey reports that 42% guests ask for smart TVs that can be integrated with their smartphones during their hotel stay.
Control of guestroom through gadget connectivity is the gap hotels need to fulfill. Linking the TV or the lights control to a smartphone of the customer automatically builds a more holistic experience. Internet of Things can improve opportunities to delight the guest at different touchpoints during their hotel experience. Any establishment which enables the guestroom with bigger, better and smarter TVs; temperature control interfaces that take audio commands or any device that supports the gadgets guests carry with them will exceed expectations.
Further, IoT gives hotels integrated information on the guest. It is an assured way to genuinely knowing customers– the very core of hospitality. Insights with this data can bring forth ideas which can be employed to not only satisfy the guests but also engage and delight them. Leveraging this guest data, hotels can deliver an impeccable experience.
Bridging this gap of interconnectivity also reiterates the need for a robust WiFi. Meeting the demand of guests to mesh every device to their phones puts pressure on the hotel’s network. To deliver improved service, a backbone of fast internet becomes a necessity.
Taking the First Steps
The dynamic, evolving guest expectations have created some gaps between what hotels cater and what guests want. Hotels must explore how they can leverage cutting-edge technologies to delight guests. But even getting the basics right can considerably improve the guest experience. Small modifications like availability of dependable internet, reservation over smart mobiles and rooms that facilitate all types of content consumption are remarkable first steps to meeting modern expectations. Therefore, hotels need to recognise mobility and connectivity as immediate goals that require transformation right now.
At Savantis, we guide hospitality providers onto a digital transformation journey that enables them with the tools to know, engage, and delight their guests. We work closely with hotels, restaurants, resorts, and casinos to identify opportunities to implement digital engagement solutions such as SAMMY to improve guest experience and optimize ROI. Feel free to get in touch with one of our experts for further questions.