Skip to content

Need for Technology to Manage The Guest Experience

Hotels are always looking to perfect and improve the experience of their guests. After all, this is a vital part of their business. Technology is a driving factor in many industries, and this includes hotels as well. However, as a hotel owner or manager, you need to understand that you can use technology in two ways.

You can provide on-site gadgets like smartphones and large smart TVs to improve the experience. But on the other hand, you can also use technology to enhance your operational processes. The whole guest experience starts when someone reaches out to you and until the end of their stay.

There are so many ways that guests can start interacting with hotels before they’ve even made a decision. It’s up to hotel management to ensure that they provide the right experience at every possible touchpoint.

Web Booking Experience

A quality hotel PMS solution can improve your guest’s experience in many ways. Instead of having to hire a third-party agency to handle your booking or talk to people on the phone regularly, you can let guests do this online.

When you set up a website connected to a hotel PMS, it makes things so much easier for guests and hotel management. Online booking is always available, and a website never goes down. This means that people can book rooms when it suits them. From the hotel’s perspective, this makes things easier as managing bookings becomes simpler.

Potential guests can always see which rooms are available, when, and pay for their accommodation right away. Guests can also check out the pictures of rooms before they arrive. Some hotels even use virtual reality to bring their rooms closer to guests. Hotels can add chatbots to answer most frequently asked questions and also have an abandoned basket function to retarget guests.

Modern Hotel Guests are Tech-Savvy

The present and the future belong to the millennials and generations after them. All of these people are tech-savvy. They use phones and computers daily. They are used to doing things in the digital world.

For example, a typical millennial will always prefer booking their stay online rather than calling on the phone. This is why hotels offer smartphones for their guests, digital consoles, IoT gadgets, and various software solutions.

Tech-savvy generations like these things, and they make them feel even more comfortable. This is why web booking has become paramount in the modern hotel industry.

Post Booking Contactless Experience

Contactless check-ins allow guests to use mobile apps that are integrated with the hotel PMS. They can arrive without having to rely on anyone. Furthermore, these same apps let guests hold their digital keys through which they can always enter their rooms.

In simplest terms, guests don’t even have to talk to anyone when they come for a check-in. All of the information they need is within their mobile device. This is what contactless experience is all about.

Provide Personalization Through Technology

Guests are more demanding than ever before. One of the best ways to provide a fantastic experience that they will remember is to offer personalization.

Modern PMS store far more information today compared to their legacy counterparts and now can provide a 360-degree view of a guest profile, using hotel tech and software, you can keep track of everything from what kind of pillows guests like to their food and music preferences. It’s an opportunity to let your guests know that they are valued, and not simply just another entry in the booking ledger. The system provides deep insights in real-time and hotel staff gets to see guests’ activities at a click. For example, if someone eats the same breakfast for a couple of days, you can surprise them with a complimentary breakfast with their favorite food.

On the other hand, the same app that your guests are using lets them order service or book meals at the restaurant. They can even pay for their service through the app. Having guests on a single platform is also a good promotional opportunity. Hotels often suggest events, attractions, or special offers they don’t want to miss.

Cloud or no Cloud?

For many upper management leaders, the first issue concerning technology is whether they should get cloud solutions or install on-site software. I will say right away that you should go with cloud solutions.

Apart from all standard cloud-based benefits, I feel the biggest advantage of Cloud software is that it is always connected and online. Legacy solutions have been great but one of the biggest drawbacks has been interfaces and communication failures that can result in a bad experience. Cloud being hot all the time means that guests do not have to wait or face failed attempts at establishing contact with hotel network or services, they have a far better and connected experience in real-time and this results in happy customers and better revenue, loyalty, and repeat business for hotels, here are some other benefits of cloud solutions.

Cutting Down Costs

When getting cloud software, you only have to pay for what you use. If you need three people using the software, you will only have to pay the subscription for them. On the other hand, you only pay based on the revenue you earn.

No Maintenance Required

The service provider does all of the server storage and software maintenance. Simply put, you don’t have to hire anyone to maintain your system or update it. You can leave all of this to the software provider.

Quick Installation

Cloud based hotel software is used online through a web browser. You only need to make an account, pay for your monthly package, and gain access. There is no need to install anything, allocate data space, or set up a dedicated computer for that software – it can be used from any device as long as you have the credentials.

Bottom Line

If you want to stay competitive, your hotel service needs to be modernized through technology. It can give you the advantage you need over your competition, help standardize service, improve response time, and retain your guests.

Published inHotel PMSHotel Technology

Be First to Comment

Leave a Reply

Your email address will not be published. Required fields are marked *