Picture this: Mr. Anderson, a businessman, is on a work trip to NewYork. Outside LaGuardia airport, he pulls out his smartphone, opens the hotel’s (where he has a reserved room) app to check-in to his hotel. Within seconds, he receives a notification that his room is ready. With the hotel nearby, he decides to stroll down and again taps into his phone to get directions. As he steps into the hotel property, Anderson receives a welcome notification with the room number and mobile key details in it. By passing the reception, he heads straight to his room, unlocks the door with his smartphone. He then instructs the room attendant through video chat facility in his app to order dinner and book him a car for the next morning.
Easy, isn’t it?
Mobile devices and apps are redefining the guest experience in the hospitality sector. For an industry where service is king, smartphones are playing a critical role, be it in attracting and engaging the customers or to improve the service delivery mechanism. Hotels, both branded and individually owned properties are now arming their staff with smartphones and Tablets to go nimble and innovative in their services, cut costs and create a winning impression on their guests. And the hotel apps are not just limited to booking reservations or loyalty programs but are moving beyond that. Hotels are endeavoring to be innovative in using mobile and get more out of their mobile investments.
So, what’s making hotels, big and small, to embrace mobility? Here are the 5 benefits that’s alluring, compelling and pushing hoteliers to go mobile-
The guest today is expecting world-class standards. He wants cleaner floors, pristine rooms and agile services. If you deliver, he will comeback and recommend other too. If you don’t you loose them. Mobile apps help you standout of the competition by improving service levels.
Mobile apps have become a must-have tool for travelers with a large population using it to search and book rooms. If you are not on mobile then you will miss out targeting this significant group.
Mobile is a perfect companion to your on-the-move staff. It helps them receive requests on their device, address them faster and significantly improve their efficiency.
Mobile dashboards ensure that your manager always gets the top-level as well as detailed view of the entire operations helping him intervene and resolve issue when required. And keep a firm grip on the entire operations. Moreover, analytics help you understand specific needs of your guests based on his history and deliver personalized services.
A mobile app not only helps you pull customer but also help you engage with them personally. Mobile loyalty programs and gamification techniques can help you keep your brand name at the top of the mind of your customers. Mobile loyalty programs are not only cost-effective in comparison to paper or plastic cards but are also helpful in boosting customer participation as it resides on their device and can be used anytime.
Adoption of mobility in the travel and hospitality industry is significantly contributing to enhanced guest experience and it will continue to do so in the times to come. Apps surely makes for ‘appy’ customers.
Tags: Mobility in hospitality