3 steps to improve the guest experience with data and technology in your hotel
The tecnohotel platform has recently published 3 tips for hosts on how to improve the guest experience with the use of technology, an aspect that we could not miss and that we want to bring you today so that you can evaluate the multiple options that you have as a host now after Covid-19.
There is a reality, and that is that people want to travel and are willing to use their savings to do so. According to McKinsey, high-income Americans have a 10-20% higher savings rate than before the pandemic, and are willing to spend it on travel. Access to travel is just a click away, and as soon as people get the official go-ahead, hotels will be full again, and by the time that happens, you’ll need to keep the following 3 things in mind:
Step 1: Back to basics
As travelers return, the first thing to do is prepare to at least meet their expectations. In a way, this requires going back to basics. Guests are not allowed to queue to check-in for 20 minutes. They can’t wait hours for towels to be delivered to their room. No matter how transparent the hotel is with them about staffing challenges, there are minimum expectations that must be met. Above all, by avoiding discounts on rates.
We believe data and technology can help hotel operators increase and improve guest touchpoints throughout their journey. We can start with check-in: 2022 should finally be the year that hotels overcome the technological challenges that prevent an agile process for the guest to bypass the reception and access their room with their mobile device. Here are some advantages of Chekin Online.
Step 2: Anticipate the needs of the guest
This is an area where technology can play a critical role. Again, going back to basics: communicate with the traveler through their preferred channel, be it text or WhatsApp. Not requiring the guest to visit a website to view important information, such as which services are open. Do you want to improve your room? Make available options available where they’re most likely to interact with the property, whether it’s a text link or a kiosk in the lobby.
Step 3: Trust the available data
The data collected in a customer experience program can provide the information needed to make business decisions that can move a business or brand forward. For example, if you have data on what consumers will do at different points in their journey, and the data shows what they typically order. A customer experience program can help you understand trends, and that information can then be used to improve the guest experience at the right touchpoints.
Additionally, the data can reveal critical information about demand. If you have a hotel in Florida and the data shows peaks in demand in Mexico, you can include the accommodation in the channels aimed at Mexican travelers. Part of the equation is optimizing distribution costs by determining the acquisition cost of each channel in which hotel inventory is sold.
Conclusion
These are some tips that will undoubtedly allow you to adapt to the new reality, however, as the sector regains its balance, hoteliers can begin to focus on offering an incredible experience for the guest, which in the end will result in a benefit to you.
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