Four Technological Expectations of Today’s Hotel Guests
Technology is changing the way the business world works and operates. Take the hotel and hospitality industry for example. Years ago, a good customer service experience in this industry included exceptional interactions with the front desk staff, a clean room, and helpful concierge services. Today, with technology introduced into the picture, there are many more components that make up an exceptional customer service experience.
The ability to research and book online
The majority of hotel customers no longer call to reserve a room. Instead, they research local hotels and then book online. If a hotel does not have an easy process to do this, customers are more likely to be dissatisfied and less likely to book a room there. Customers today want a booking process that is easy, fast, and affordable. This requires a hotel to have the most updated version of their hotel management system software. The booking site should have mobile abilities as well, as approximately 53% of people are currently using their mobile devices to find travel related information and that number is only expected to increase.
Mobile check in abilities
While front desk customer service was once the most important factor in a hotel experience, many guests today do not even enjoy checking in with an actual person. Instead, they would rather arrive and check in with their mobile device. With their mobile device, they can retrieve the room?s number, key card, and also request any needed amenities. When customers do use the front desk to check in, they expect it to be fast and efficient. This means that the frontdesk software needs to be updated technologically. The best hotel management software programs can check guests in and out within seconds.
Because the internet is so easy to use and the majority of customers are on it, hotels have more competition than ever. Customers can easily compare prices and amenities within seconds. Previously, to obtain a customer?s loyalty, you simply had to give them exceptional customer service. Today, however, customers expect something more. This often comes in the form of guest loyalty. You can increase guest loyalty with discount programs, added amenities, and customer recognition. The cost of a loyalty program has also shown to immensely pay off in the long run. Building loyalty with 5% more customers would lead to an increased average profit between 25% and 100% per customer.
The solution of problems
Hotels have less time than ever to handle guest problems. Because of increased competition, guests are more likely to go somewhere else if they have an unsolved problem with their stay. Many may never even inform the hotel of the problem until they leave a review after checkout. Your hotel management system needs to have the ability to pick up on these problems. While you might not be able to solve the problem of a guest that never brings it to the front desk?s attention, you can prevent it from occurring with another guest. The hotel management system software can also record this problem and offer the guest an incentive if they return.
According to a Harris Interactive and RightNow survey, 86% of consumers quit doing business with a company in 2011 because of a bad customer experience. Prevention is key in customer complaints, as you do not always have the opportunity to solve the problem for the guest. Take advantage of your updated hotel management system software program to keep track of common guest complaints.
Hotels face much different of expectations than they did years ago. Guests today are electronically connected and have numerous hotel choices at their fingertips. Additionally, they can easily read reviews of previous customers and that can, and does, influence their decision. With updated hotel management system software programs, you can give guests of this technological era what they need.