This PwC report shares insights into the behaviors of mobile, specifically smartphone users. It was reported back at the end of 2014 that 75 percent of mobile users had a smartphone. The numbers are only expected to increase over the years. Many users today are digitally savvy and hotel and resort operations are well aware. This article talks about going to the next level with apps that can enhance guest’s experiences. Many guests now take advantage of booking and making reservations through their mobile devices. There are hotels launching keyless. The article sees a future where guests can personalize their stays using just their mobile devices. For example, they can select a particular room, check-in time, preset the room’s temperature, specify if they need any additional amenities such as extra towels and unlock their doors. Guests staying at a resort can benefit by flipping through a menu, reserving and purchasing items to be delivered to their rooms without physically being present. They can even enhance the guest’s experience by allowing them to order drinks, book a spa treatment or reserve a car all with just a mobile device. I too believe this will be the future but I wonder how the front desk will look like. I think even with keyless and personalized hotel apps, we will always have a front desk/welcome desk for those who still want and enjoy a real face to face experience. http://www.hotelnewsresource.com/article84663.html
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I am always concerned about the facts that guests making room reservation and requesting services from mobile device will impact hotel and resort operations in the future. Mobile check-in will likely be the norm in hotels. As far as I know, some hotels are using facial recognition technology instead of swipe cards as room keys and robots to deliver room service. I think there is no limit to the development of technology in hotel industry.
It is true. Hotels can do much more to enhance the seamless experience for their connected guests, allowing them to use their mobile devices. In addition, hotels use technology and improve efficiency can help to save on labor costs. However, I agree with you. Hotels will always need to have a front desk for those who still want and enjoy a real face to face experience. According to the article, with 75 percent of mobile users using smartphones by the end of 2014, but how about the other 25 percent of people? The fact is that not all the guests are digitally savvy. In order to improve the good hotel service, hotels should manage device security but never give up providing training to front desk.
Good point Peggy and Vivian. As a front guest agent I know that many guests would like to use technology to check in their hotel room fast and seamless without having to wait in line at the front desk and then having to ask about room types available, signatures and key cards. I know that Starwood and Hilton hotels are starting to implement smartphone room key access in their properties. My opinion is that the human factor will always be of need and that the majority of hotel guests want to interact with people and have a conversation, get recommendations, or just a friendly smile and welcome.
Technology is having a huge impact in the Lodging industry and will change the way hotels do business, but customer service and customer satisfaction is intertwined and dependent on how the person feels while receiving their service. Human interaction and making an emotional connection is essential to customer loyalty and retention.