Guest Experience

Manet App - Digital Concierge

Today, more than ever before, hotel brands must work not only on service quality improvement but also on communication and engagement with clients, client profiling and stay experience management, if they want to stay afloat in the current rapidly evolving and extremely competitive hospitality industry ocean.

Technology and digitalization are great allies of hoteliers that want to face the competition decisively and there are many powerful digital tools that can help hoteliers build winning digital strategies. Some of these tools can be more useful to small boutique hotels while others can be more useful to big hotel chains.

However, there is a specific tool that appears to fit the needs of just any hotel business type and size and is becoming The new standard in the hospitality industry.

We’re talking about hotel mobile apps and in this article we’re going to list all major benefits they provide to hotel brands; here they are:

Manet Digital Concierge
Travelers using hotel app

Better Communication With Guests

Hotel guests need to communicate with hotel receptionists for many reasons and repeatedly during their stays. Enabling them to communicate easily, at any time and in many different ways (ex. call, videocall, texting etc.) is very important in order to make their stays carefree and stressless. Hotel apps allow guests to choose between calling or texting without having to look up hotel reception or restaurant numbers in a directory and, last but not least, they enable them to start a call or text conversation with a single tap on their smartphones’ screens! That’s exactly what guests desire!

Increased Ancillary Service Sales

Hotel ancillary services are very important today for the improvement of profitability KPIs of hotel businesses.

Hotel guests spend a huge amount of time on their smartphones’ screens during their stays. Therefore, that’s exactly where hoteliers must market ancillary services in order to increase sales and revenues.

Hotel apps have the power to push ads and promotions about hotel ancillary services in front of guest eyes at any time of the day. As a consequence, hoteliers making use of mobile apps for their hotels increase their services’ visibility, their revenue streams and their revenue opportunities!

hotel ancillary services
Image by Engin Akyurt from Pixabay

Smart Room Control

Smart rooms are a major hospitality industry trend that is meant to continuously grow in the upcoming years.

Smart locks, smart air conditioning, smart lighting, smart entertainment, are just a few of all the perks that technological advances are going to push in hotel rooms. But how do you control all this stuff? Well, how about using a smart mobile hotel app to do so!

hotel smart room
Image by Gerd Altmann from Pixabay

Remote Check-In and Check-Out

Modern travelers appreciate a lot (especially after the Covid-19 pandemic) every service that helps them avoid unneeded personal contact and save time spent on hospitality-related bureaucracy like check-in and check-out operations, just to mention some.

Hotel apps have the power to help travelers perform these operations at any time and from anywhere without having to spend time in queues at reception desks. How wonderful is this?

Manet App - Digital Concierge
Traveler checking out with Manet App

Better Management of Common Areas

During high season vacation hotels and resorts are usually overbooked and their facilities struggle to satisfy guest demand. However, distributing guest load across all available time slots is a very simple task if done with the right tools, like, for example, with a hotel app that helps guests verify availability and suggests them to book the spa or a table at the restaurant at times when availability is ok and facilities like these are not overloaded.

This way guests enjoy better services and hotel employees work with less stress and deliver the highest possible service quality.

Richer Stay Experience

Competition in hospitality is not based anymore only on what hotel guests experience inside their hotel; it regards the whole travel experience a hotel is able to build for its guests, both inside and outside its walls. But how can hoteliers shape their guests’ travel experience when they’re away from hotel facilities?

The answer is quite simple: they can achieve this by just offering their guests a hotel app containing food and drink tips, points of interest, destination information and partner deals. This way hotel guests have a handy tool that helps them enjoy a richer stay experience and hoteliers can make sure their guests get the right advice to enjoy their stays to the fullest while avoiding tourist traps at the same time!

roller coaster
Image by Paul Brennan from Pixabay

Data Mining

Collecting information about guest preferences and satisfaction is key to constantly improving hotel services, addressing competition and driving growth of hospitality businesses. Hotel apps are precious data mining tools that can help hoteliers understand what services their guests like most, how satisfied they are, which places they visit most during their stays, what their demographic profile is, what their favourite dishes are, at what times they usually order room service and so on.

data mining and statistics for hotels
The Manet Dashboard hotel analytics tools

Seamless Experience for Hotel Chains

Hotel chains must build strong brands and unique experiences in order to compete and survive today. The more they unify the guest experience across all their hotels the more their brands, uniqueness and customer loyalty will get strong allowing them to defend their market shares and conquer new ones.

Hotel apps are key for shaping and controlling the guest experience across different hotels of the same hotel chain as well as for developing and managing successful loyalty and rewards programs.

After all, if you visit different hotels of the same chain and the way you communicate with the reception, book your table at the restaurant and order room service stays the same in all of them, you will definitely feel more like at home!

The Manet Hotel App

Manet Mobile Solutions is an innovative and dynamic italian company that has built the ultimate mobile app for hotels and hotel chains.

It’s called the Manet App and it is completely customizable to perfectly adapt to each hotel’s or hotel chain’s profile , services and needs.

This advanced, mobile, digital hotel concierge contains powerful CRM, communication, marketing, sales, data mining and management tools for hoteliers and hotel managers and professionals and is built with smart room and PMS integration in mind. Its SaaS logic and architecture allow the Manet App to be an always-up-to-date and cutting-edge-feature-rich digital marketing and CRM tool for modern hoteliers.

The Manet App also offers another huge advantage to hotel businesses: it completely eliminates the need for investments in mobile app development costs helping hoteliers save tens of thousands of euros that are usually necessary for the development of proprietary mobile apps.

Discover this powerful mobile app for hotels on Manet Mobile Soutions official webpage . You’ll be amazed by it!


Article by Athanassios Karaiannis, Digital Marketing Specialist

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Traveler data protection

Amidst the troubles the tourism industry has faced during the COVID-19 pandemic, cybercrime has been an unfortunate additional concern for hospitality companies and travelers alike. Cybercriminals have taken the crisis as an opportunity to prey on fear and the virtual shift at a time when we need online systems more than ever. This puts guest information at risk.

From credit card numbers to itineraries, your data should stay perfectly safe during your travels. After all, everyone deserves a peaceful break from the stresses of the modern world. Fortunately, hotels and tourism-related apps are becoming increasingly aware of threats and are taking the necessary steps to protect guest information.

Protecting your own and your hotel’s guest data comes down to understanding when that data is vulnerable and using the right tools and software to prevent unauthorized access. This article explores how hospitality-focused apps are stepping up to provide information security so that travelers can take advantage of digital travel tools without having to worry for their data security.


Vulnerabilities in Guest Information Processing

A variety of information is collected during travel and hotel visits. From the first instance of searching for appropriate accommodations and onward, travelers submit their names, email addresses, phone numbers, and credit card details.

Meanwhile, hotels increasingly rely on digital tools and practices like mobile check-in and smart assistants. This means additional data transfers over digital networks. These smart systems offer an improved guest experience, but they can also come with risks if not properly protected.

Fraud and data theft are unfortunate occurrences when using technological platforms and, while some systems are better than others, no network can completely guarantee absolute safety from a data breach.

Hoteliers and their guests face threats like:

• Theft of personal identifying information.
• DarkHotel hacking attempts through spear-phishing scams and peer-to-peer network attacks.
• Ransomware and DDoS attacks.
• Point-of-Sale system breaches.

In the wake of the COVID-19 pandemic, hackers have more than doubled their attack attempts. Pandemic-related phishing schemes and social engineering scams have thus become common practices. Therefore, to keep tourists safe and at peace today, hoteliers must adopt security measures that mitigate cybersecurity risks so that they can also focus on all other pandemic-related health safety measures that are necessary to guarantee their guests a safe and pleasant stay.

Hacker breaching data – Photo by tookapic on Pixabay


How Hotel Apps Help Secure Data

Few industries are still unsupported by helpful mobile applications today. The hospitality and tourism industries are among the most served ones! Hotel apps enhance the guest experience at just about every stage of travel, from bookings to guest management and travel tips. But what are tourism apps doing in terms of cybersecurity?

Apps like Manet provide both guest convenience and information security right from the check-in process and on, offering a secure platform for travel assistance and contactless service. Here are just some of the other ways tourism apps achieve this security:


Securing Mobile Check-In

Digital room keys are one of the revolutionary tech innovations powering contactless service and virtual guest check-in. In the time of social distancing, these systems can be immensely helpful in maintaining health and safety standards. But they can also present digital threats, especially where credit card information is involved.

Fortunately, however, tourism-related apps like Manet, address these threats and have implemented security standards to better protect guests against any vulnerabilities in the system. Frequent updates, user authentication, and consistent tests of the Internet of Things (IoT) lock systems all help maintain mobile check-in procedures to keep guests and their information safe.


Educating Travelers and Providing Alternatives

Hoteliers recognize that when it comes to traveler data, guests want to feel like they are in control of their own privacy and security. Hotel apps can make this possible by educating guests regarding cybersecurity best practices. Whether it be through comprehensive guides to logging in safely to guest WiFi or information on how and when the hotel will contact guests, these applications can make a big difference in ensuring traveler data safety through education alone.

However, traveler-focused tools should also consider alternatives to guest WiFi. For instance, the 5G wireless network is emerging as a faster and more effective way to access the internet. Mobile app developers are recognizing the need for 5G compatibility in hotel and tourism applications and tools, allowing guests to utilize these networks without relying on vulnerable guest WiFi. Manet, with its smart travel assistants, has always been at the forefront of ensuring the compatibility and availability of network options like these to help keep traveler information secure.

Manet Smart Travel Assistant
Traveler using Manet Smart Travel Assistant


Revitalizing Security Tech

Cybersecurity technologies are improving all the time. In the course of application development, hospitality and software companies are applying these new technologies to improve encryption and data storage processes on mobile devices.

For example, artificial intelligence and machine learning algorithms are getting increasingly good at modeling, predicting, and catching potential data breaches. The use of these tools from the application development process onward inspires more thorough security practices to secure mobile app code from the backend. Then, encryption techniques can also be broadly instituted to secure the platform for the end-user.

Tourism-centered applications and digital tools are fueling better security through better processes and highly-trained information systems professionals who add value through their cybersecurity expertise. Modern tourism requires an extensively digital approach, so these professionals are key to constantly improving mobile hospitality applications to offer cutting-edge security.

Thanks to skilled cybersecurity professionals and highly secure travel and hospitality digital tools travelers can kick back and fully enjoy their stay knowing their information is safe.

Happy tourists – Photo by Jill Wellington on Pixabay


A Safer Future for Tourists

In the face of widespread industry troubles like pandemic and cybercrime, tourism app security is an absolute travel necessity. Not only can secure technology help hoteliers flourish, even while COVID-19 rages, but it can also help them establish high digital protection for business guests who often have to work remotely while traveling.

With the future of the travel industry dependent on the security of guest information, implementing protections from the app development stage to the check-in process helps making safe travel possible even in a world full of digital hazards. For hoteliers, implementing in their processes a secure and proven hospitality application may make the difference in hotel reputation for guest data security.


Article by Luke Smith – Manet Guest Writer & Technology Enthusiast

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Luxury Hotel

Traveling to unknown soil is something close to everyone’s hearts. It is our chance to free our minds from routines and troubles for a few days. It is a way to pamper ourselves for a change and the luxury hotel business rests upon offering up the best experience of our lives.

When you take a glance at a hotel room, you see a bed, night-lamp, TV on the wall, a bathroom, and furniture here and there for our convenience. But, hotel rooms are changing at a rapid speed, especially luxury hotels that are determined to pique traveler’s interest. However, the completion in the hospitality industry is ruthless and offering guests a lasting impression has never been this difficult.

With everyone incessantly active on social media and possessed a platform to criticize instantly, it has become quite difficult to stay on top of hospitality trends. On the contrary, technology has lent a helping hand. According to Allied Market Research, the global luxury hotel market is expected to reach $20.44 billion by 2022 and the increasing adoption of advanced technologies such as the Internet of Things (AI) and robotics have boosted the market growth. Moreover, from mobile check-in to high-speed internet connection and smart hotel assistants, several technological advancements have helped gather tourists’ attention.

Here are a few emerging technology trends that would certainly change the tourism and hospitality industry as we know it.

Smart rooms

It is an era of smartwatches, smart shoes, and smart homes. So, it shouldn’t be a surprise if you saw an advertisement for smart hotels with smart rooms. The technology has become vital for the hospitality sector as it includes automated checkout services, the use of IoT and wireless data linking, and personalized environmental settings within the hotel room. The luxury hotels aim to offer the utmost luxury to their customers and a fully-customized experience helps them create their brand identity.

Luxury Hotel
Luxury Hotel Room

Mobile travel assistant

The use of travel assistant is the cutting-edge technology in the hospitality industry and luxury hotels should make the most of it. Mobile travel assistants such as manet offer you a unique, simpler, and user-friendly way to keep in touch with your beloved, use offers & services offered by hotels, and explore the city with just one tap. It offers you information regarding currency exchange, places to visit, buy tickets to the city’s prime attractions, and much more.

Virtual reality tour & hotel robots

Virtual reality (VR) technology has entered the real estate market to offer a tour of the flat without setting foot on the property. It creates a digital environment for customers to explore to check out services of the luxury hotel from their own home.

Customers can experience the tour of the hotel before making a booking. What’s more, several hotel websites now offer VR tours and 360-degree videos during the booking process to help customers understand exactly what they are spending their money on.

Apart from this, the use of robots is one of the most fascinating hospitality trends as it uses the most advanced technology available to use to improve traveler’s experiences. There are already several examples where luxury hotels are using robots for greeting guests, offering tourist information, and even for room service. Moreover, robots are not used for restaurant waiting, security, and luggage transportation. This minimizes interaction with hotel staff and frees them to attend to crucial issues that demand human interference.

Robot Butler for hotels
Robot Butler for Hotels

Mobile check-in and contactless payment

Mobile check-in allows travelers to check-in using the mobile app without and reduces friction for customers. Moreover, it eliminates human interaction, and customers can check-in according to their convenience and reduces waiting time. On the other hand, mobile check-in helps luxury hotels to carry out the check-in process without troubling customers and physical interaction, which has become essential owing to the Covid-19 pandemic.

The pandemic has helped the widespread adoption of contactless payment technology. It not only helps to improve the speed of transactions but also offers additional comfort to customers as they do not need to carry their cards all the time. The increasing demand for mobile wallets and wearables has further supplemented the growth of contactless payment technology. With the experience of the Covid-19 pandemic still fresh in minds of travelers, contactless payment is on the verge of becoming a necessity.

Artificial intelligence for personalization

AI offers the simplest way to represent how the luxury hotel business is evolving. The ultimate goal is to offer a seamless and enjoyable experience during their stay and AI could help create an experience suitable to their preferences and choices. After analyzing guest data, AI can map and identify user preferences to create an ideal accommodation package. As per analyzing several customer’s travel plan data, luxury hotels can develop more targeted marking campaigns and understand what customers want.

Robot concierge for hotels
Artificial Intelligence in Hospitality

In the rapidly-evolving luxury hotel industry, it has become imperative to provide state-of-the-art facilities, impeccable customer experience, and a personalized experience that leaves a lasting impression. Advanced technologies such as AI, IoT, and contactless payments have helped the hospitality experience more streamlined and user-friendly, which is bound to gather more and more customers in the future.



Author bio: Swamini Kulkarni holds a bachelor’s degree in Instrumentation and control engineering from Pune University and works as a content writer at Allied Market Research. She is deeply fascinated by the impact of technology on human life.

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empty hotel corridor

As predicted by world’s leading virogists , after the initial covid-19 outbreak, a second pandemic wave has followed in autumn 2020. Today we’re right in the middle of this wave, we can’t predict when it will end and experts say it might be followed by a third one.

Governments and health organizations have taken new measures in an effort to flatten the contagion curve. These measures have inevitably put the world economy in difficulty for a second time and, as during the first pandemic wave, one of the most affected by the covid-19 industries was again the hospitality industry.

Travel restrictions, national anti-contagion measures and the fear of being infected have practically eliminated all flows of leisure or business travelers. As a consequence, hotel bookings, as during the first pandemic wave, have collapsed again and hotel companies all over the world have gone into crisis.

However, in every crisis there are hidden opportunities and during this second pandemic wave, the biggest opportunity that emerged for hoteliers was that of covid hotels.

What is a covid hotel?

Covid hotels are accommodation facilities where covid-19 infected people, who do not need hospitalization or are asymptomatic, can quarantine until they until they get over the infection. These people cannot be hospitalized, as they would occupy precious hospital beds needed by severe covid-19 patients, and cannot either return to their homes, as they would risk infecting their cohabiters and loved ones.

man in quarantine for covid 19
Image by Tumisu from Pixabay

This is why local health organizations and governments have requisitioned hotels in order to transform them in quarantine facilities that can help hospitals optimize their bed capacity and covid-19 infected citizens transition into normal life without the risk of infecting their peers.

A new business opportunity for hoteliers

Covid hotels represent a new big business opportunity for hoteliers affected by the recent pandemic crisis.

Hoteliers who decide to transform their hotels into covid-hotels can keep generating revenue until the pandemic crisisi has ended and tourism starts recovering again. However, managing a covid-hotel is not as simple and straightforward as managing a leisure or business oriented hotel.

Image by Markus Distelrath from Pixabay

Covid hotel clients are people who cannot leave their rooms, cannot come into physical contact with other people or with hotel employees and therefore they need food&beverage delivered to them daily as well as good phone and internet connectivity in order to communicate with their loved ones and work remotely.

It’s easy to imagine that, today, there are no hotels built keepin a covid-19 crisis in mind. That’s why most hotels are not organised to meet covid-19 safety measures and quarantined people needs.

For example, today most hotels will find really hard providing their clients with a 24.7 fast internet connection as well as with an efficient real-time food&beverage ordering&delivery system. Imagine how much a hotel’s internet connection can slow down when all its guests perform videoconferencing or movie streaming at the same time throughout all the day.

Imagine also how difficult can be for reception employees to receive and dispatch room service orders for breakfast, lunch and dinner for all their rooms at the same time.

Therefore the question arises spontaneously: how can hoteliers overcome the above mentioned difficulties and transform their hotel into a covid hotel in order to adapt their business to the new market scenario and manage to get over the current crisis?

The answer to this question is quite complex. However it can be summed up in 4 words: thanks to Manet technology!

Let’s discover more about this technology in the following paragraphs.

How can Manet technology help covid hotels meet staff and guest needs?

What is Manet?

Manet is an advanced mobile assistant and concierge packed in a smartphone and designed to replace traditional hotel room telephones. Among its features there are unlimited internet connectivity, unlimited worldwide calling, public health and safety tools, 24.7 voice and text communication with hotel reception and advanced service ordering and booking tools allowing on, one hand, hotel guests to have their hotel’s services at their fingertips and, on the other, hoteliers to satisfy guest needs and manage hotel facilities at best.

Manet Mobile Smart Travel Assistant
Manet smart mobile assistant and digital concierge

So let’s see how these features can provide fine solutions to covid hotel needs.

Digital communication and entertainment

Each Manet device works as a very fast wifi internet hot spot. Therefore, covid hotels equipped with Manet can provide each one of their guests with an individual fast and efficient internet connection allowing them to surf the web, perform videoconferencing, work remotely and stream movies or music without experiencing internet connectivity lags and drops.

Food order and delivery

People who quarantine for covid-19 in covid hotels need food delivered directly to their rooms more times per day. With Manet devices, menu and order management become easy and straightforward both for guest and hotel staff as the Manet platform includes a smart food order management system that enhances the guest food ordering experience and facilitates order dispatch on the hotel staff side.

room service delivery
Image by Franck ROCHETEAU from Pixabay

Guest-reception communication

Manet devices include smart voice, video and text communication channels aimed at enhancing guest–reception communications. Guests can choose either to call, videocall or text the reception and receptionists can also send one-to-one or one-to-many push messages to their guests. All these options make communication easy and safe for guests and hotel staff as they can choose the communication channel that best fits their needs and their mood without any physical contact that could increase covid-19 infection spreading.

Easy and constant communication with health professionals and authorities.

Last but not least, Manet devices provide their users with real-time public health notifications, issued by local health authorities, as well as with public safety numbers that can be reached with a simple screen tap. Thanks to Manet devices it is also very easy to find and communicate with hospitals and pharmacies located near every Manet-equipped covid hotel.
Moreover, Manet devices have a built-in function allowing their users to request an in-house doctor visit, book an appointment at the doctor’s studio or even schedule a doctor-video-consultation at their convenience. This way they can have continuous medical assistance and feel safe during quarantine.

To sum up, the second covid-19 wave is a reality we must all deal with. A reality that has created lots of problems to solve as well as new business opportunities for hoteliers, hospitality professionals and covid-19 patients who need to quarantine away from hospitals and from their homes.

Once again, the most important problem solving factor, in this new tough scenario mankind is facing, is the same one that has helped humanity overcome the biggest obstacles encountered in the last decades. This miraculous factor is simply technology!


Article by Athanassios Karaiannis, Digital Marketing Specialist

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Hotel room

There’s no question about it: the COVID-19 pandemic has changed our world significantly. And now, countries around the world are seeking to carefully open up again, hoping that a vaccine is on the horizon, even as they prepare for the possibility of a second surge.

In our new normal of optimism mingled with anxiety, hoteliers find themselves operating in a very different environment than what they’re accustomed to. In short, our world has changed, and the hospitality industry is having to change with it.

Tourists during covid-19 times
Photo by Victor He on Unsplash

The good news, though, is that technologies are able to make it easier than ever for hoteliers to give their guests first-class experiences. With hotel apps that your guests canenjoy on their mobile devices, you can provide them with the kind of service they’ve come to expect but at a distance that keeps everyone safe during COVID-related restrictions. This article describes best practices for using hotel apps to enhance your guests’ experience.

Contactless Service

In this era of social distancing, your guests are probably going to want to limit their contact with hotel staff as much as possible. The good news, though, is that you don’t have to be face-to-face with your guests to provide them with extraordinary service.

Manet App - Digital Concierge

Manet’s app, for instance, can be used directly to your guests’ smartphone or other mobile devices. With this app, your guests can access every ancillaries your hotel has to offer, from ordering room service and reserving seats for breakfast in a common area to digitally checking in and out and making payments remotely.

Going Digital

In addition to apps that guests can use directly by using ttheir smartphones or tablets , hoteliers can also provide proprietary digital devices that are keyed to unique services to upgrade your guests’ stay experience .

Manet devices, for example, can offer free calling as well as unlimited internet and wifi hotspot capabilities. Plus, thanks to tourist content and services available on Manet devices, your guest will always be in-the-know regarding the latest and greatest must-see attractions near them.

Manet App - Digital Concierge

And travel assistants such as these can be customized precisely to your guests’ needs. They can be used to help guests research the area, locate tourist attractions and shopping and dining venues, learn about local customs, and even help with foreign languages and currency conversions.

All your guests need to do is grab the digital device that will be ready and waiting for them in their rooms and then hit the road! Plus, if you want to take your service to the next level, you might provide a lightning-fast car charger or Bluetooth speaker to take along with them.

Mobile travel assistant charging in car
Photo by form PxHere

That will provide an added bit of security, knowing that this essential device will always be charged and ready, no matter how long your guests’ adventures may be. Best of all, it is precisely that kind of attention to detail, that kind of thoughtful finishing touch, that can win your guests’ loyalty for years to come!

SaaS Tools

Customizing and optimizing your guests’ experience isn’t only about making the best use of customer-facing apps and devices. You can also deploy these tools to learn about your guests, your operations, and what you might do better to boost your revenues while ensuring your guests’ stay is the best it can be.

Manet dashboard tool, for example, provides virtually limitless opportunities to learn about your guests, their needs, and their expectations. Geolocation capabilities in customer apps and digital devices provide important data on your habits, such as identifying local attractions that your guests are most likely to visit, as well as which customer demographics are most likely to be drawn to these attractions and when.

Manet Dashboard

Once you understand not only what your clients expect, but also what they like, you can provide customized recommendations, communicated immediately, and directly to your guests through your hotel app or digital device. “Heat maps,” for instance, can identify your guests’ aggregate locations once they leave your hotel and allow you to send push notifications for promotions and deals offered by partners and affiliates.

Premium features can also be offered through these apps and digital devices, providing an additional revenue stream. Guests can pay for these premium services on-demand, giving you a new tool for upselling without requiring face-to-face contact with your guests. And that not only protects your add-on services revenue streams, but it also provides the customization that ensures an outstanding customer experience.

The Takeaway

There’s no question that life as we know it has changed since the advent of COVID-19. As a hotelier, you’re going to be serving a customer base that is, in some ways, quite different than before the pandemic.
But, no matter what the impact of the virus may be, all guests want essentially the same thing: safety, peace of mind, and a good experience. And today’s technologies are perfectly designed to help you provide exactly that, no matter what the pandemic may bring.
Through the use of hotel apps, you can offer your guests superb, highly customized service, with minimal physical contact. From mobile check-ins and smart rooms to pre-programmed travel assistants, technology can help you not only maintain your stellar service reputation but bring it to the next level of excellence!

Article by Luke Smith – Manet Guest Writer & Technology Enthusiast

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Technology in Luxury Hotels - Manet Mobile Solutions
Leisure hotel room

As reported by Geneva Business News, hoteliers need to be aware of the different services and amenities prioritized by leisure travelers, rather than assuming the priorities of business travelers apply to all guests. 

Both the wants and needs of leisure travelers are less restrictive than those traveling for business, which makes catering to this massive group potentially quite lucrative. Here are three different services you can incorporate into your hotel to attract more leisure travelers.


Traveler using Manet Mobile Hot Spot for high quality internet connectivity
Photo by Thomas Lefebvre on Unsplash

High-Quality Internet and Connectivity

There is simply no excuse for having poor internet services at your hotel, especially not in the eyes of a leisure traveler. Even those not dependent on the internet for work will still consider easy wifi connectivity and accessibility a top priority. Being able to watch videos, search for restaurants, and find activities to do while on vacation will improve your guests’ overall experience. 

Providing high-quality internet service means that there should be no lagging, no overly complex passwords, and no additional charge for your guests. If you want to set your hotel apart from the competition, consider implementing charging stations and enabling internet access everywhere on your property (parking lot, bar, swimming pool, etc.)


Customized hospitality and accommodation services
Photo by Nathan Dumlao on Unsplash

Customizable Services and Amenities

Leisure travelers tend to consider customizable service, essentially having lots of variety and options to choose from, an integral part of having a satisfying travel experience. A prime example of how you can offer choice and variety is through room service. Having a wide array of options for the leisure traveler to choose from is highly important. Ways of diversifying how your hotel does room service include serving both local cuisine and international dishes, offering 24/7 service to accommodate every guest’s schedule, and having multiple dishes available for those with dietary restrictions. 

Having choice and variety also helps travelers pay for what they want and avoid paying for what they don’t want. Providing options with different price points will attract leisure travelers with more diversity of incomes and budgets to your hotel.

Notably, having complementary breakfast services is also highly appreciated by leisure travelers. Many of them, especially students or young families, are more money-conscious than those traveling for business. 

Other examples of customizable service and amenities would include:

  • Different room types and views to choose from
  • Different mini bar options
  • Offering a selection of bathroom product brands
  • Consider advertising special room add-ons such as coffee machines and record players
  • Offer access to streaming services such as Netflix and Disney Plus
  • Give guests the option of accessing special amenities such as a pool, a steam room, and spa services
Manet Smart Mobile Travel Assistant
Manet Smart Mobile Travel Assistant

Mobile Travel Assistants

The mobile travel assistant smartphone has changed the hospitality industry since its relatively recent arrival into hotels across the world. Hotel apps have become outdated and inconvenient for guests and hotel managers alike. With a mobile travel assistant, guests will have 24/7 access to a smartphone that improves their experience at your hotel in every way possible, including:

  • Finding restaurants and reviews
  • Organizing their overall trip
  • Contacting the front desk
  • Getting directions
  • Making bookings
  • Hotspot Capabilities

The smartphone can even be used as a room key, a tv remote, and a mainline phone. With the right mobile travel assistant, hoteliers can even access basic data from the linked devices, allowing them to receive helpful customer feedback, accommodate their guests efficiently, and even gain a new revenue stream through advertisements.

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Ancillary services - Manet Mobile Solutions - in room service

The competition has never been more intense for selling hotel stays and short-term leisure rentals to business and vacation travelers. Two factors that have acted together to drive down prices are online discount travel sites and the rise of Airbnb rentals.

However, instead of having a race to the bottom when it comes to pricing, accommodation providers need to find a way to add value to the hotel experience. Travelers will be willing to pay more if they perceive a vacation rental or hotel to have extra services that add to the value and enjoyment of their stay.

In the past, baby boomers have been the driving force behind profits for vacation and business travel accommodations. Today, millennials are beginning to join the ranks of work and leisure travelers, leading hotels to cater to their needs and desires as well.

For example, when new chains like Marriott’s Aloft and Radisson’s Blu advertised that they welcomed dogs, the more mainstream Holiday Inn Express wasn’t far behind in opening their doors to customers’ furry friends. 

Here are some other ways that hotels and short-term vacation rentals can continue to attract guests without sacrificing profits.

Business Travelers

Loyalty Programs

Frequent traveler programs have been around for a long time, and business travelers are the main recipients of the benefits. To really have an impact on guest loyalty, though, a hotel has to include more than just snacks and bottled water at check-in.

Some hotels provide a lounge for the exclusive use of top-tier members. Giving room upgrades whenever possible is another way to pamper these guests without affecting profits. And surveys have shown that corporate travelers are often willing to pay out of their own pockets for ancillary services that they consider valuable.

Luxury Touches

One way to attract and keep business travelers is to offer upscale accommodations that increase their comfort when they’re away from home. Luxury bed linens, a Keurig-style coffeemaker in the room, and a fully functional business center are a good start. Providing an airport shuttle, dry cleaning pickup and room service with expanded hours are other special touches that business travelers will appreciate and be willing to pay for.

Vacationers

Spa Treatments

Spa services may be one of the biggest draws for leisure travelers. Salon services such as manicures and pedicures, massages and facials elevate the value of the stay. Providing hair and skin treatments and in-room massage can be the difference that makes a lodging more desirable to a prospective guest. If a hotel doesn’t have the budget or facilities to offer spa treatments, partnering with a nearby luxury spa is an alternate way to attract guests and add revenue.

Hotel Shopping

Sundries shops used to be confined to luxury hotels, but in the past few years, on-site shopping has become a new option for vacationers at mid-priced hotels. The convenience of buying a six-pack of beer, treats and snacks, and even frozen dinners, is a value-added feature for guests. Offering these items for sale, along with headache medicine, phone chargers, batteries and toiletries, can be a profitable ancillary service for the hotel.

Vacation Rental Extras

From 2015 to 2017, extended-stay hotel stays grew at three times the national rate for other types of rentals in the hotel industry. Kitchens and living areas increased in size, with ancillary services like laundry facilities and bike rentals added to lure travelers to extended-stay hotels. 

Rental condos and homes can also provide these services for a modest fee to make a short-term rental an attractive choice for guests. This type of upgraded lodging is billed as apartment-style living with all the extras of a hotel.

Pet Accommodations

Recognizing the attachment people have to their dogs, some luxury hotels are providing pet services to entice travelers. Besides water and food bowls, treats and beds, a few upscale hotels even offer pet massages. Not only do guests get to bring their furry companions with them, but their pets can experience some pampering and it gives the hotel another revenue stream.

Ancillary services - Manet Mobile Solutions - pet friendly facilities

Counteracting the Airbnb Trend

For hotels and vacation rentals, a winning profit strategy is to differentiate these accommodations from the Airbnb model while highlighting increased opportunities for guests. Hotels can provide some of the same advantages as Airbnb along with others that are more difficult for private individuals to offer. 

The consistency and professionalism of a business that serves hundreds of thousands of travelers a year should be highlighted to persuade travelers to choose hotel accommodations over Airbnb rentals.

Networking with local businesses can also elevate the desirability of staying at a hotel. Local food, beverage and entertainment providers can turn the hotel lobby into a hub of interest and activity. This is something that vacationers will never experience in a private rental environment. 

Treating guests to live music or the chance to pay for activities like a ‘paint and sip’ wine party adds fun to the stay. It also gives the hotel an edge that translates into better profits.

The Tech Revolution

One ancillary service a hotel can use to take their image to the next level is adding a lobby touchscreen that connects to guest services, local restaurants and nightlife. Some hotels even have interactive screens that take selfies to be uploaded to guests’ social media accounts. 

Millennials are used to sending directions to their phones and connecting with local businesses at a touch. Touchscreens add to the hotel’s revenue through partnerships with local businesses at the same time they increase the hotel’s desirability to guests.

When guests check in, a hotel that offers the choice to swipe Apple Pay, Google Wallet or Venmo will have an edge over less tech-savvy establishments. Once they’re checked in, the ability of guests to connect with housekeeping or room service through a hotel app is another addition to the tech-forward image of a hotel.

The latest example of added hotel tech value is Alexa for Hospitality. This is a digital concierge that can answer guests’ queries about the hotel, play music, report on the weather, or make hands-free phone calls. The in-room Alexa console can also contact housekeeping and room service upon request. 

Ancillary services - Manet Mobile Solutions - digital concierge services

At smart hotels, guests can even ask their digital assistant to adjust the thermostat or raise and lower the blinds. Marriott is testing this perk in several of its hotel chains, including the millennial-geared Aloft hotels.

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Bed and Breakfast - Manet Mobile Solutions

Let’s face it: No one goes into the Bed-and-Breakfast business thinking they’re going to strike gold. 

For many small business owners, it’s the joy of meeting people, of serving weary (and excited!) travelers and the love of sharing the place they call home with others. 

At least, that’s what propels that initial foray into the world of B&Bs.  

Five-star reviews, running meet-and-greets, booking out rooms – these all come right after the initial buzz of starting something new has worn off. 

Yet, by all accounts, B&Bs have a rosy outlook. 

From 2013 to 2018, the number of B&Bs has grown. 

In terms of revenue, long-term trends indicate an overall rise, projected all the way to 2024. 

Besides the mini-dip in 2023, the strong demand for B&Bs shows that owners have a chance to really capitalize in the next five to seven years on a market that’s on the rise and likely to thrive. In fact, while the industry is considered “mature,” there’s a very strong expectation of growth in revenue when compared to revenues from other industries within the sector. 

So there’s an opportunity here. But how can B&B owners get a slice of the proverbial pie?

So far, all the chips are playing out in their favor.

“Average occupancy, or number of rooms filled on a daily basis, according to PAII, has skyrocketed along with the number of available properties, increasing from 45 to 50 percent in a recent four-year period. And room prices have also increased, going from $103 to $121 in the same four-year stretch.” – Professional Association of Innkeepers International (PAII)

Part of the robustness for the industry can be attributed to the precedent set by Airbnb: it’s managed to popularize more informal and personal travel accommodations. A greater number of people have come to prefer this more intimate and “local” way of booking and traveling. 

And closely connected with this digital disruption caused by Airbnb is the larger, more macrocosmic shift in the hospitality market at large: digital and tech innovations that streamline, simplify, and promise to delight the customer experience, from booking to departure, at a fraction of the cost. 

And it’s something that B&B owners would do well to harness. 

1) Review Management

The first aspect to digital enhancements for the B&B market is important for everyone within the hospitality sector: managing those reviews. 

You’ll see that managing reviews in the digital space is actually not about completing the customer’s experience but, rather, anticipating it, and then having the forethought and planning in place to engineer that experience and the resulting glowing review. 

In other words, intend to put into place all those pieces that will get you the review you’re looking for. 

Harnessing the power of review marketing

Review marketing: What is it?

When your potential customer is looking to book you over hundreds of other, comparable, accommodations, reviews are a huge propeller. They’re the “why,” the catalyst, and the justification for the customer’s choice. 

But it’s not just the number of five-star reviews you get nor how many of these review sites you populate. Of course, that’s important. What’s really critical is how you respond. 

You’ll notice, for example, that the proprietors of Netherleigh Bed and Breakfast respond to reviews in a highly selective manner. For the most part, all their reviews are positive. And even the ones marked “critical,” such as the 4-star review below, are generally positive.

However, instead of responding to both, the proprietor decided to only respond to 5-star reviews. That’s unfortunate because, with a simple acknowledgment, they might have ensured an even more delighted customer who, now, may end up booking elsewhere.

Traveler reviews - Manet Mobile Solutions

The thing is, customers are willing to overlook a “bad” review because they understand that everyone’s experiences are subjective. What irks one person, another person may not even bat an eyelid at. 

They’re more interested in how you, or a member of your team, respond to and resolve the situation reported by the irate traveler. 

Your response can be an opportunity to give a potential customer/reader the chance to know, more fully, the picture behind the scenes. So it’s not just about following up – if you don’t respond at all, you miss out on speaking to your potential customer in a more subtle way.

For example, since 52% of customers want to see reviews that “mention tips that improve the guest experience,” this is the owner’s chance to do just that!

What travelers look for in reviews - Manet Mobile Solutions

Source: Little Hotelier

Managing your reviews in a timely and friendly manner, engaging with, thanking, and even addressing customer concerns on these platforms is incredibly important. Review management, at the end of it, is all about managing and addressing the details.

The details are, after all, where you can prevent customer attrition.  

What’s your niche? 

See, your “niche” is directly related to your customers’ experience of your B&B. And it’s not just your “digital” niche, either. Your B&B can benefit from using particular themes and marketing itself in this way. 

Choosing a niche or theme for your B&B attracts the right kind of travelers and will determine which booking sites you should rely on and manage reviews on. 

How to focus on your traveler niche - Manet Mobile Solutions

Source: Little Hotelier

For example, according to research by The Business Research Company, “wellness vacations” are an increasing theme that is spurring B&B profitability.

“People are interested in incorporating activities such as cycling and yoga into their travel plans.”

Focusing on a niche is a B&B proprietor’s way to tap into digital behavior, thinking like a hotel, but operating (especially in terms of cost) as a small business. 

According to the same research, 74% of B&Bs are profitable precisely because they have no employee overheads or they use sub-contractors on a more casual basis. 

And if you can use these digital enhancements, you’re likely to see an influx of guests while still being able to operate like a lean, mean, booking machine. 

Using email marketing

Email marketing is incredibly powerful. It’s not so much about open rates as it is about timing. Email marketing can be used to great effect in building nurture sequences and for building trust, providing personalized perks, rewards, and discounts.

A powerful loyalty program or an email marketing suite that provides a way to “tag” customers is crucial to your retention and re-booking rates. You want to make sure that all the trouble you’ve gone through and the effort you’ve put forth creating an unforgettable stay actually pays off. 

And the best “ROI” is a re-book. Loyalty programs, even in small-format operations like B&Bs, can pay-off, big time. If 18% of travelers already sign up for them and 35% “sometimes” sign up, that’s over half your guests!

In fact, part of the profitability factor of B&Bs is precisely because they’ve had to compete in an already “competitive” environment. 

While Airbnb has paved the way for a change in travelers’ behaviors (booking and otherwise), it has also made the market far more saturated, since individuals can now list their personal properties as accommodations. 

In order to keep up their momentum and professional edge, B&Bs owners have had to resort to certain “flexible trends in the industry,” including: 

  • Flexible check-out times
  • Smart room keys
  • Increasing use of analytics
  • Personalization of services

Yes. Even B&Bs. 

2) Streamlined Booking Experience

A streamlined booking experience is all about your digital activities online. Review management is just one part of it. 

But there are three other prongs from which to tackle your attrition and booking rates: the online customer experience of booking through OTAs, aligning your social media, and using your website as a viable hub for your digital footprint. 

Online booking

See, customer behavior is already about booking using OTAs because of the convenience and user-friendliness of the entire experience.

So why not meet them where they’re already at? 

At the same time, booking directly through providers is perceived as less user-friendly and less convenient though increasingly secure. Yet individuals opt for convenience over security. 

This points out clear areas for improvement. If you’re a B&B owner, you have a chance to take over your customers’ preferences for booking with OTAs by either matching or surpassing the convenience and user-friendly aspects.

Travelers' booking preferences - Manet Mobile Solutions

Source: Little Hotelier

And that’s where your website comes in. 

Use your website as more than just a content corral

Many individuals who own B&Bs will simply use their website to display a plethora of beautiful pictures of their property. 

If they’re a little more tech savvy, they may also hook up a calendar or some kind of primitive booking system – which turns out to be a nightmare to try and organize on the back-end. 

Instead of this ad-hoc, informal, rigged together system, B&B owners need to have a firm, streamlined strategy for capturing bookings and crucial customer information – making it easy on the customer side and on their own side. 

They’ll need to invest in technology like property management systems, channel managers, website builders, and a booking management software that hooks in to and plays nicely with email marketing. 

Remember the semi-negative, 4-star review we saw above? The customer’s major complaint was that it was too cold and, worse still, they were unable to reach the manager. This could have been easily prevented with technology. 

For example, a property management app could have been easily used by the guest in order to create a request, which someone on the team or the proprietor could then look at and address – especially if it’s after hours. 

It’s not just about improving the perception of your guests. A streamlined booking experience includes creating the systems on the back-end that will capture and support these “standard” customer expectations. 

Many of these systems give proprietors cloud-based benefits that include automating and accelerating administrative tasks and paperwork, alongside allowing them to distribute rooms online, expand market reach, and maintain a good relationship with the Google gods of search.

Social media much?

Especially because you own a sweet little B&B, it’s important to use social media to the max. 

Customers already like to book online and, as we’ve seen, rely on customer reviews to make their final booking decisions. 

And part of that research is social proof through social media platforms such as Instagram and Facebook. 

3) Ancillary Services

The final skewer in this three-pronged approach to positively affecting your online booking rates is to offer ancillary services that are standard but “upgraded” using technology. 

You can certainly take your cues from boutique hotels and think of it less as an upgrade and more of a catching-up with traveler expectations. 

Digital meeting spaces

Wi-fi. It’s what everyone demands when they first walk through those doors. 

Often, inns and B&Bs can host business meetings or be “quaint” lunch spots for travelers, either in a professional or leisure setting. 

And since an increasing number of guests are also “remote” and location-independent, offering “digital” meeting spaces is a great way to enhance your guests’ experience. 

Turn Meet’n’Greets into on-boarding sessions

Meet-and-greets are standard in the B&B profession. So why not take a chance to “on-board” your guests, acclimating them to not only the property and the particulars of your service but the various digital enhancements they can rely on as well? 

Have you just installed a new, automated home cooling and heating system powered by an app? Have you partnered with a local meal delivery service to speed up “room service” as part of your B&B?

Take the time to walk your guests through these enhancements. 

Conclusion

Many of these actions designed to enhance booking rates are actually all about a shift in behavior.

See, customers’ and guests’ actions and intentions are already digitally-driven. While it may feel like a huge ask, what these “changes” really come down to is bigger-picture thinking. 

And, in order to start thinking bigger, B&Bs don’t have to look far – nor spend too much. Even overhauling just their booking system or website can completely simplify and, at the same time, amplify pretty much everything from bookings, to revenue, to customer satisfaction, and beyond. 

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Hotel guest experience: expectations vs reality - Manet Mobile Solutions

Today’s guests have a host of expectations when it comes to their experience at hotels.

But when was the last time you actually asked your guests what they wanted?

Knowing your guests is foundational to pulling together the right kind of experience.

Not every hotel or hotel experience needs to have all the bells and whistles, the latest tech, or the fancy fixings. Instead, what counts more is if your guests have the right guest experience – both, for your brand and your hotel’s niche.

Guest satisfaction scores across the hotel experience - Manet Mobile Solutions
Source: Deloitte

Engagement, listening, empowerment, knowledge, and surprising moments – these are the factors that lead to consistent guest satisfaction across the hotel experience.

So, the question is…what are you promising your guests?

What do guests experience from hotels today?

While hotels are trying to figure out what, precisely, their brand of guests are looking for, guests have no qualms in demanding more.

Part of this demand comes from a rapid-fire evolution of available tech in the hospitality sphere.

The other aspect is due to social media’s reach and influencer marketing – in particular, guests today take their recommendations, plan their itineraries, and choose hotels, locations, and rental providers based on social-media sponsored content.

Understand that, when it comes to travel and hospitality, hoteliers are the ones who seek to create this sense of escape, a haven where travelers can retreat, relax, and explore their surroundings.

It’s a promise inherent in the very notion of travel.

Because of this, a guest’s main expectation is one of authenticity – it’s absolutely necessary for a hotel to not only deliver on their promises but to listen to travelers, across the duration of their stay.

Hotel guest experience base requirements - Manet Mobile Solutions
Source: Hotelogix

The above infographic perfectly captures the base requirements for any hotel to match when it comes to guest experience.

Each aspect of the guest’s stay should be a moment in which to capture, delight, engage, and gain further knowledge about preferences.

Just like what guests say they want from a hotel experience.

What is the reality of hotel experience for travelers instead?

Travelers expect, first and foremost, “customer service” to be of the highest standard. What’s tricky, however, is that this standard keeps rising.

The reality of the hotel experience for many travelers is sub-par at best. This is a missed opportunity given that 97% of customers report that customer service is key to their loyalty and 83% of customers view travel as a right, not a luxury.

It’s not only that they want to be heard, engaged, acknowledged, and actually surprised or “delighted”, as the stats reveal: Customers want the promises of hotels to be met – and then surpassed.

Instead, their frequent experience is often something like this:

Hotel pictures: web vs reality
Source: Medium

Hoteliers need to consider what the first point of contact is during each interaction or “moment”. For example, during the moment of booking, customers’ expectations are very different than during the moment when they’ve arrived and have actually spent a night on the premises. 

Improving the guest experience journey - Manet Mobile Solutions
Source: Deloitte

Each of these “moments” or points of interaction call for their own set of expectations and “customer service”.

By using technology and re-thinking the customer service aspect of each of these micro-moments, hoteliers can actually move the needle towards meeting customer expectations.

Take note of these five keys to improving guest experience. When combined with the above six points of interaction, any improvements you make – via technology, operational changes, loyalty programs, room features, etc. – will give you a major ROI.

It’s now time to consider the details on how to enhance the reality of your guests’ stay so that it actually matches, if not surpasses, expectations.

Using technology to make “upgrades” feel standard


In the hospitality business, you have a unique advantage: You have the ability to plan for and anticipate customers’ expectations.

And, thanks to the digital landscape, engaging with your customers can happen through multiple channels, multiple opportunities, and in a much more personal way. On the one hand, customers expect, for example, their queries to be responded to within 24 hours of inquiry.

But, on the other hand, hoteliers now have the technology to actually fulfill this promise – and go beyond, in several respects.

Let’s take a look.

Room Service


Expectations

Your customer expects on-demand, in-room “dining service” to suit their ordering behavior – this means it occurs online, occurs through a user-friendly interface, and should be available at any time of the day or night.

Reality

Often, what customers get is a service that is limited, in many ways. From hours of operation, to food quality, ordering experience, and even food variety, customers feel as though they’re at the mercy of what the hotel has to offer.

How to bridge the gap

Room service is incredibly important to the guest experience. No, your guests don’t want to avoid it – they want to have it be seamlessly integrated into their stay. They also want to make sure that there are dietary options that suit their needs. This includes gluten-free or vegan options.

See, 43% of guests say room service quality and speed is extremely important when selecting a hotel. 27% say that if a hotel doesn’t offer it, they simply won’t book.

To bring reality in alignment with expectations, use in-room tablets that feature a native app, allowing customers to order from the hotel’s menu as well as nearby, external options as well.

Create opportunities to search for options by preferences. For example, your native app could use tags to help guests search for specific cuisines or vegan options.

Amenities


Expectations

When guests book a stay at a hotel for a particular reason – an infinity pool, thermal springs, a beautiful rooftop terrace, for example – they’re looking for that expectation to be met.

This is the reason, after all, for their booking. And, for your brand, this is a distinct competitive edge. So you need to deliver on it. Luckily, you have the technology to back it up.

Reality

The reality is that, when they book, the experience being promised rarely lives up to a guest’s expectations.

Here, you’re missing out on the opportunity to seal your customer’s loyalty and actually live up to your promise.

How to bridge the gap

You want to fulfill three goals:

Keep guest expectations intact
Drum up their anticipation
Deliver authentically on your promise of amenities.
To do this, use a combination of social media and 360-degree camera technology to give your potential guest the opportunity to actually view or tour that special offering.

If it is an infinity pool, for example, you can feature others’ videos of your pool on your social media pages, such as your Instagram page or Facebook Business Page.

You can also harness review management sites and place a widget in a welcome email sequence that allows customers to trust that the experience or amenity they’ve booked for is actually what they’ll receive.

Room Features


Expectations

Without a doubt, guests expect a digitally-enhanced and augmented room experience.

From smart TVs that hook up easily to their latest apps and tablets, to smart-control temperatures, and automated functions like blinds or cooling/heating, their expectations are commensurate with their own in-home experience.

Since guests can call on digital assistants to help them finagle these environment controls in their own home, they expect hotels to catch up and re-create a similar experience of user control and personalized preference.

Reality

Unless you’re a boutique or independent hotel that can call the shots in a rapid-fire manner, chain or franchise hotels find it difficult to make changes – even ones they know their guests are expecting.

Because of the sheer size and scale of large-chain operations, independent franchise hotel owners/managers fail to make these hotel-wide changes in time.

Or, they simply don’t have the budget.

How to bridge the gap

Again, it’s difficult to implement these tech-based changes that augment the in-room experience if you’re either operating on a tight budget or you need to have changes approved by someone over you.

Instead, consider gaining permission to revamp just one or two rooms.

You can opt to offer these as a “beta” or a “VIP” experiences that customers will receive on a “discount” (or at standard cost) – in exchange for data. They’ll give you feedback, be available for interviews or surveys about their experience, and they’ll speak more about their preferences.

This way, you’ll gain invaluable and deeper insight into your guests’ needs, building a solid case for when you want to make these changes a standard and hotel-wide stipulation.

Check-In Experience


Expectations

The check-in experience should be smooth, seamless and, for the most part, completely automated.

Guests neither want to nor expect to stand in line all day, waiting for something as simple as a check-in.

While they’re always willing to be greeted, guided, and helped to their rooms, the actual communication, the hand-off of keys, and instructions should all be automated and personalized, via an app or through consoles and functionality within hotel lobbies.

Reality

Even though it’s incredibly easy to use highly flexible, powerful, and specific software, tailored to your hotel’s check-in process, many managers and owners are doing things the tedious way.

Often, there’s a fear that automation means the elimination of the human touch. This couldn’t be further from the truth.

Instead of wasting your customers’ time, having them wait in line to check-in, what could you do with five to seven extra minutes conversing with them, welcoming them, and assessing their needs?

And what might that do for your reputation?

How to bridge the gap

While some hotels are actually going as far as using robot “butlers” to guide guests to their rooms or welcome them, you don’t have to go that far (yet!)

A simple way to bridge the gap is to use software automation that takes care of the user-input required aspect of the check-in process. Allow users to make an account, hook them up with past room preference information, and give them rewards for performing certain actions.

In the meantime, your management staff is freed up to personally greet your guests, make recommendations, and troubleshoot real issues.

Conclusion


Technology can help you secure your guests’ next visit and guarantee their booking. Take time to actually think through the process of “goodbye.” You’d be surprised at how many opportunities there are to “convert” your guest.

The best time to capture their attention and create the next booking is when you’ve delighted them with their stay already. Using a loyalty rewards program or predictive analytics, you can create a personalized offer for their next visit that not only mimics this one, but it also enhances the experience further.

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