Engaging Hotel Staff to Enhance the Guest Experience

Aug 23, 2018

Mobile technology is truly defining the hotel of the future according to a recent article from Hospitality Technology magazine. The hotel of the future is bringing a new era in guest interactions and expectations. From selecting their own rooms and checking in online from their phones, to using those same phones for their room key, guests are demonstrating their desire to use technology to streamline the experience. Understanding these preferences and expectations, from pre-stay to post-departure, hotels and resorts can offer more personalized services to delight guests and grow satisfaction rates.

The article outlines that advanced technology is becoming more affordable, and that the remaining question is: When will adoption and implementation rates hit a tipping point?

While guest-facing technologies get a great deal of attention, there is high demand for technologies that provide mobility and data access for employees as well; giving staff more opportunities to enhance the guest experience.

Pinehurst Resort & Country Club is using an application from Agilysys that will increase the speed to service. Ed Nickelson, Director of IT, says “The workflows should be as seamless, effortless, and as hands-free as possible.”  Their new mobile technology is designed to alert staff automatically when a service action is required. Whether for in-room dining, housekeeping or maintenance requests, notifications are real-time and delivered to the appropriate person. Modern, mobile technology that engages hotel staff to help enhance the guest’s stay.

In the very near future the scope of mobile technology will evolve beyond just smartphones and tablet interactions. It will allow the services offered to be more  predictive. with smart, easy-to-use wearable devices like glasses, watches, smart-textiles and even smart jewelry. Hotels will be able to interact with a variety of mobile devices associated with the guest before, during, and after their stay. There will soon be a day when, once the guest arrives, he or she watches a video offer about the hotel’s amenities using their smart glasses. Guests will be able to find information about specific and relevant amenities and offers, e.g. a complimentary car rental or a pet clinic, all in the blink of an eye. The future is mobility, and mobile tech is truly defining the hotel of the future.

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