Technology is changing the way hospitality managers communicate with guests, from booking to check-out and beyond. In this article, you will learn about some of the best ways to use technology to enhance your guest experience, increase your efficiency, and boost your reputation.
One of the most common ways to use technology to communicate with guests is through online booking platforms, such as websites, apps, or third-party services. These platforms allow you to showcase your property, offer different rates and packages, and collect valuable information about your guests' preferences and needs. You can also use online booking platforms to send confirmation emails, reminders, and thank-you notes, as well as to solicit feedback and reviews.
Implementing a pre-arrival virtual concierge platform allows guests to engage with the hotel before their arrival. Through an intuitive mobile app or website, guests can customize their stay preferences, request specific amenities, and receive tailored recommendations for local attractions and services. Utilizing artificial intelligence (AI) and machine learning, these platforms can continuously learn from guest interactions, providing increasingly personalized recommendations over time.
Another way to use technology to communicate with guests is through mobile devices and apps, which can provide convenience, personalization, and security. You can use mobile devices and apps to enable contactless check-in and check-out, digital keys, and mobile payments. You can also use them to offer in-room services, such as entertainment, room service, and housekeeping, as well as to provide local information, recommendations, and directions. Moreover, you can use mobile devices and apps to communicate with guests via text messages, chatbots, or voice assistants, and to address their requests, questions, and complaints.
Integrating AI-powered chatbots into the hotel's website or mobile app enables instant and efficient communication with guests. These chatbots can handle routine inquiries, such as check-in/check-out procedures, dining recommendations, and FAQs. What sets advanced chatbots apart is their ability to understand natural language, providing a more conversational and personalized experience for guests, even in the digital realm.
A third way to use technology to communicate with guests is through social media and online reviews, which can help you build your brand, engage your audience, and monitor your reputation. You can use social media and online reviews to showcase your property, share your stories, and promote your offers and events. You can also use them to interact with your guests, respond to their comments and messages, and encourage their loyalty and referrals. Furthermore, you can use social media and online reviews to track your performance, identify your strengths and weaknesses, and improve your quality and service.
Augmented reality can be harnessed to enhance in-room experiences. Through AR-enabled devices or mobile apps, guests can access interactive guides to hotel facilities, historical information about the property, or even immersive virtual tours of local attractions. This not only adds a unique and tech-savvy touch to the guest experience but also serves as an engaging and informative tool.
A fourth way to use technology to communicate with guests is through smart devices and IoT, which can enhance your guest comfort, safety, and satisfaction. You can use smart devices and IoT to automate and optimize your operations, such as lighting, temperature, security, and energy efficiency. You can also use them to customize your guest experience, such as adjusting the ambiance, playing music, or ordering amenities. Additionally, you can use smart devices and IoT to collect and analyze data about your guest behavior, preferences, and feedback, and to tailor your offers and communication accordingly.
Going a step further, some luxury hotels are exploring the use of virtual reality concierge services. Guests can use VR headsets to virtually explore the hotel amenities, preview room configurations, or even experience a virtual tour of the surrounding area. This innovative approach provides an immersive preview that goes beyond traditional promotional materials Internet of Things (IoT) technology can be integrated into guest rooms to offer smart controls for lighting, temperature, entertainment systems. Guests can personalize their room environment through voice commands or mobile apps, enhancing comfort and convenience. Additionally, hotels can use IoT sensors to monitor and respond to room conditions, proactively addressing guest needs
A fifth way to use technology to communicate with guests is through video conferencing and virtual reality, which can expand your reach, attract new markets, and create memorable experiences. You can use video conferencing and virtual reality to offer virtual tours, webinars, and events, which can showcase your property, highlight your features, and generate interest and bookings. You can also use them to provide virtual services, such as training, consulting, or coaching, which can add value and differentiation to your offer. Moreover, you can use video conferencing and virtual reality to create immersive and interactive experiences, such as games, simulations, or stories, which can entertain and educate your guests.
A sixth way to use technology to communicate with guests is through cloud computing and collaboration tools, which can improve your efficiency, productivity, and coordination. You can use cloud computing and collaboration tools to store and access your data, documents, and applications from anywhere, anytime, and on any device. You can also use them to streamline and automate your workflows, such as reservations, inventory, billing, and reporting. Furthermore, you can use cloud computing and collaboration tools to communicate and collaborate with your staff, partners, and suppliers, and to ensure consistent and quality service delivery.
At the end of the day, every hotelier’s most important objective is to make guests feel at home and provide them with an outstanding hotel experience. Increasingly, technology also has an important role to play here. Guest experience: Modern technology tools — especially those designed to be guest-facing — can dramatically improve the guest experience by enabling travelers to curate their stay, get help quickly and be more independent (e.g. when checking in and out). Operations: Many new solutions result in increased efficiency since they are often specifically designed to automate repetitive tasks. That also frees up your team for more quality guest interactions.