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Mobility’s Role in Curating Personalized Guest Service

Jan 18,2017


Today we’ve identified several of the industry’s top mobile enablers when it comes to frictionless guest experiences, encompassing the entire lifecycle of the guest, including pre-arrival, during the guest’s stay and post departure. 

Pre-Arrival

Starting with a reservations system, one that is truly interactive goes beyond allowing guests the opportunity to just make a reservation. Guests want to select their preferred room and even preferred floor - and location on that floor. They also want to make all these selections at the time of booking. An interactive reservations experience is the step to curating a personalized guest experience.

Automated communication by way of text messages to confirm guest room, dining reservations or car service, and even notify guests once their room, table or car are ready, not only provides timely communication, it’s also best practices, ensuring the most efficient use of everyone’s time. Chances are you’re capturing phone numbers at the time of reservation already. Text communications provide a level of service guests aren’t yet accustomed to, but will surely appreciate.

During Stay

Every time an on-property guest makes a choice, it’s important to curate that knowledge to create personalized experiences, whether they typically purchase something from the mini-bar, order extra towels or prefer late check-outs. Leveraging this knowledge, properties can ensure guest rooms are equipped with the special touches that guests will ask for anyway. Data analysis is helping hotels and resorts add this personal touch to the total stay experience.

Operators are further able to satisfy the needs of their guests with handheld POS technology, which extends service and product offerings to more guests, whether at a crowded pool, on the links, casino floor or at the conference center. This increased attention to guests is already resulting in greater guest satisfaction and an increase in revenue for those properties who have implemented mobile POS.

Post-Departure

In addition to the guest’s personal device, properties are looking at tablet and self-service kiosk options for mobile payments. Hotels and resorts should ensure their mobile payment options are not only diverse and secure, but also attuned to the guest segments they serve.

Mobile payment technology can be made very secure. The important things to look into are securing data transmission from the handheld devices to Application Servers, securing data storage on the local handhelds, securing all web services and interfaces and protecting mobile device security in case of tampering, theft or loss.

Managers are typically open to new ways to improve housekeeping processes, and to better utilize housekeeping staff. There are mobile solutions that automate and monitor housekeeping stats. An intelligent, assignment-based system even provides room status updates to housekeeping, and to the front desk, via mobile devices.

Above All

Moving technology systems above property is another proven method of streamlining productivity while adding a layer of security. Often data centers are expected to meet more stringent security requirements, thus offering a heightened level of security and the ability to spend more time serving guests when compared to on-site servers. A hosted technology solution offers less downtime than would be the case using data servers on property that consume local resources and valuable staff time.

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