Insights from Our Experts
How hotels are using technology to generate higher revenue
The Internet is an omnipresent aspect of our modern-day travel. We use it to plan our trip, book hotels to stay, post the travel pics on social media, and write reviews upon return. With the surge in digital transformation and the dependency on technology among travelers, the hotel businesses are using the very same technology to bring their operational capabilities in line with the expectations of tech-savvy travelers.
How are hotels using technology to enhance user experience and improve the business?
1 - Mobile Experience
Smartphones have emerged as an essential travel companion. Travelers rely on smartphones while traveling to have quick access to updates and information, find places, set reminders, take pictures, and much more. Hotels are integrating mobile technology in their day-to-day services to help travelers be aware of the updates and statuses. Users want mobile-friendly websites and apps to interact and engage. Travelers prefer to receive updates and communication over Whatsapp, Messenger, or similar conversational apps that they most frequently check. Travelers expect hotels to provide facilities like scheduling room cleaning, laundry services, dinner reservations, and much more via mobile apps. Going mobile is about convenience, and hotels must integrate their mobile applications with the emerging technology trends to be on par with the travelers' expectations.
Also read: Why mobile commerce is the future of eCommerce.
2 - Image and Reputation
The Internet has democratized the opinions of the customer, and hotels perceive them as a critique of their image and reputation. Online reviews and rankings have become the most crucial reference point for travelers to decide whether to make a reservation or not. And social media is driving this movement, and hotels are trying hard to create a compelling social media presence through influencers,and travel vloggers. Hotels hold great reliance on social media to collect reviews, and encouraging ranking can have an immense impact on the overall business. As per a study by IUBH International University of Applied Sciences and the travel company TUI, 85% of the travelers feel more confident about booking a place with positive reviews.
3 - Enhanced Services and Experiences
Guests now want more than a Wi-Fi connection and stocked minibar in their hotel rooms. They want to control the AC using their smartphone and schedule room service via messaging services. Hotels are offering services such as kiosk machines for self-check-in and saving travelers from the hassle of waiting at the reception. Chatbots have become the new-age concierge that is helping guests to book cab services from the hotel, making reservations for dinner, and even order a late-night snack. Hotels are integrating AI-based software tools and IoT technology to offer the convenience guests expect these days.
4 - Streamlined Processes
Technology is helping hotels to streamline and make their operations efficient. Hotels are using artificial intelligence and predictive analytics to organize and arrange their resources and inventory as per the seasonal forecast to make the best utilization of cost and resources. Custom software to help hotels centrally control all the aspects of their business right from finance, guest management, to staff assignment. Business Intelligence tools are helping hotel businesses to find their target groups and device the right kind of messaging via the right channel.
5 - Personalized Offering
Customers expect a personalized touch in every experience they care to indulge in, and hotels can provide the same by picking relevant information about the preferences and likes of the customer. Hotels are using data to identify the target audience who will care to engage with the services that you are offering. For example, a hotel that offers adventure sports as part of their stay can target adventure sports enthusiasts by making personalized deals and offers. Hotels are using data to understand the needs of their guests, and the key is to understand what data point is relevant for the particular guest. The personalization of guest experience happens in three stages:
Use targeted ads and marketing messages to potential guests.
Engage website or app visitors with a live chat to understand their preferences.
Offer targeted deals and offers to help them decide.
Encourage mid-stay feedback rather than at the end and take responsive measures.
Send notifications, emails, and reminders.
Use past information and experience to re-engage customers via emails and text messages.
Send relevant content that may be useful for the guest.
Modern travelers are using technology to their favor, and expect hotels to provide the latest technology integrated services as part of their guest experience. The main challenge for hotels lie in catching up to the changing technological landscape and user preferences, and technology can help hotels to boost their business by offering experiences that tech-savvy travelers want. SayOne can provide pragmatic, tailored solutions to help integrate technology into its core business. Get in touch for a FREE consultation.