Our digitally charged climate is dramatically changing guest travel habits and preferences. Studies show that 70 percent of total travelers consider their “digital experience” important, with roughly 85% using their smartphones when traveling. Free WiFi no longer suffices; guests have rising expectations for their digital hospitality experiences and hotels who are able to meet these expectations stand to rise above competitors.
SkyTouch Technology shares what today’s “connected” guests expect from their hospitality experiences:
Strong network support. The days of guests simply checking their emails a few times per day are long gone. Guests are now constantly connected and increasingly using their devices to stream video and use intensive data applications – creating massive pressure on the hotel network. Hotels must invest in networks equipped to support increased guest usage and data traffic. The right platform can be both a differentiator and an effective tool for hoteliers in capturing guest data and delivering a more personalized hotel experience.
Greater control. A connected guest is an empowered guest. Hotels who offer travelers the opportunity to use their smartphones to make room selections, check in/out remotely, or even use their device as a key to gain room entry, will stand out. Today’s guests are also craving hotel apps that enable them to bypass the concierge during their stay by creating and personalizing their own travel choices and experiences.
More options and amenities. When guests are connected to the hotel’s network, hotels can better track and assess their needs and deliver personalized options and amenities – whether it be access to local culture or a specific type of in-room bedding. Hotels who stay digitally connected with guests build loyalty by anticipating their guests’ needs and better accommodating these guests when they arrive on site.
Real time customer service. Today’s connected guests “behave” in real time and they expect the hotel to be accessible and responsive to their needs 24/7. By offering a myriad of interactive hotel apps and engaging responsively with guests both on-site and over social media platforms, hotels can help deliver a superior end-to-end hospitality experience that extends beyond the guest’s hotel stay.
Hotels must start viewing smartphones as effective tools they can leverage to actively engage and connect with guests throughout their “stay” experience. While greater connectivity may present a new set of hospitality challenges, it ultimately presents a far greater opportunity for hotels. Those who create a positive digital experience for guests will stay relevant, improve the customer experience and build more brand loyalty.
