Looking for a glimpse into the future of technology in the hospitality space? At Walt Disney World, the MagicBand is not only a handy device that allows visitors to skip the line. It’s also a stunning example of an innovative product that enhances the guest experience, sheds light on guest behavior, and uses technology to foster a closer connection to the brand. In this article, we’ll explore the features and functionality of the MagicBand, explain how it came to life, and study the benefits of technology like the MagicBand so you can start brainstorming ways you might incorporate similar tech into your own hotel or hospitality business.
Hotel Contactless Check-in Software Articles
Firstly, mobile services allow hotels to improve their operational efficiency. Mobile digitalization facilitates the automation of tasks that otherwise have to be performed manually by hotel staff. These can be eliminated by having guests do it themselves in advance (e.g. fill in the information, registration card, check-in and out, online payment, choose and allocate rooms, chat, book spa, dinner, or golf reservations, etc). Besides requiring fewer human resources from the hotel that could be spared or employed in other higher-value tasks, the best part of this self-administrated service is that by transferring the tasks to the guests, it further improves their experience and satisfaction. Mobile digitalization gives freedom for guests to find their own convenience. Connect with guests on-the-go and extend the relationship beyond the duration of the stay Secondly, mobile services lead to a more customer-focused service and create a more personalized and on-premise accessible experience. For instance, more than 50% of American leisure travelers would use an app to add extras on-the-go during their hotel stays. Mobile services also help to maintain long-term relationships and two-way communication anytime during the guest’s journey and better manage loyalty programs. Optimizes the value per guest and targets their specific needs In turn, this widens the opportunity to target guests’ specific needs, hence allowing hotels to focus their strategy on the optimization of each guest’s value. Mobile apps have an additional advantage, they work as direct channels to guests by integrating with customer support and feedback systems, as well as with broader online review platforms. Lastly, mobile apps can potentially capture late bookers. Over 70% of same-day hotel reservations are made on smartphones, thus, an optimized mobile experience can be the key to unlocking the value of late bookers,- and re-bookings. What are guests really expecting from mobile hospitality? Guests want pre-arrival check-in and avoid reception queues. A study conducted by Ipsos and Aeroguest asked guests what characteristics they would value the most in their hotel experiences. We found out that Wi-fi and breakfast are essentials for every stay and in most cases could be deal-breakers. However, if we look into what mobile hospitably can add to the stay, then the best experience includes being able to check in earlier, check out later and cut these two steps shorter by avoiding queues and crowds in the reception, thus supporting a more convenient and contactless hotel stay. These are also the top two benefits that both business travelers and tech-savvy hotel guests are hoping their hotels will make available. QUESTION: CHOOSE THE MOST IMPORTANT FEATURES OF MOBILE HOSPITALITY (the size of the picture is proportional to the utility level. Only 11 features are shown, total utility sums to 100%) Guests are willing to pay to select their own room Having a room with a view and being able to select a specific room within the desired room type is also among the most valued features. This capability directly addresses another aspect that this study found guests to be unsatisfied with their hotel experiences. “When I book a room, I want to know what I am getting” This feature breaks the uncertainty factor and provides the choice and transparency needed when evaluating which hotel room to pick. Guests will know if the room meets their needs, where it is located, what view it has from the window, and if the requested extras have been acknowledged. This is another feature that mobile hospitality providers such as AeroGuest support, but not all hotels, web services, and apps give this opportunity to guests,- it is very difficult to build and has to be two-way integrated to multiple PMS across the world. An even more relevant aspect though, is that hotel guests are willing to pay to select their own room. 42% of hotel guests and almost 60% of business travelers would be likely or very likely to pay for choosing a specific room, and these would be willing to pay, on average, an extra 7% of the room price to choose their ideal room. QUESTION: HOW LIKELY WOULD YOU BE TO PAY EXTRA FOR CHOOSING A SPECIFIC ROOM BEFORE ARRIVAL? QUESTION: HOW MUCH WOULD YOU BE LIKELY TO PAY FOR CHOOSING YOU OWN ROOM? In sum, mobile services not only yield operational efficiencies but also allow to upsell of some completely new services such as room selection and adding extras before and during the stay and to better capture re-booking.
The adoption of mobile technologies has taken the fast lane ever since the worldwide outbreak of COVID-19 has halted the industry. As a response to the challenges of the pandemic, mobile travel solutions have emerged as an appealing option to re-affirm consumer confidence that safety can be maintained when traveling. It seems that the adoption of both effortless and touch-free mobile solutions will have a lasting impact. Even though the need for safety takes precedence during these times of fear, the need for convenience is the main driver and will last beyond the hype of the pandemic. Where is mobile hospitality headed? Mobile-enabled services are no longer an accessory in the hospitality industry to satisfy a niche need for speed or convenience for a narrow group of guests, but rather a necessity that enhances any guest’s travel experience. With or without a mobile strategy, every hotel owner should ask the following questions: What benefits are the growing mobile-centric hotel guests driven by? How should hotels adapt their services and where should they focus their attention to meet consumers’ expectations and needs in the hospitality service? Mobile hospitality is a win-win for both hotels and guests The main reason why hotel owners should consider a mobile strategy is to give the business more operational efficiency and offer guests a more customer-focused experience while saving time and space for higher-value tasks and strategic revenue management. For guests, mobile hospitality rests on two benefits, the increased convenience of effortless travel and touch-free experiences. Mobile-centric services make stays effortless and streamline the whole journey, thus improving the guest experiences First and foremost, an effortless journey will directly impact guests’ experience and satisfaction. Regardless of being a shorter or longer stay, for business or leisure, hotels work as an extension of our home. Likewise, to the same extent that we have the need to make our home lives convenient, functional, and comfortable, as hotel guests we expect just the same level of easiness. Mobile services are not only more streamlined than more traditional services, but they also have the power to connect the whole journey and several experiences seamlessly. How can hotel owners benefit from mobile hospitality? Mobile digital services improve operational efficiency while improving guests’ travel experiences. Firstly, mobile services allow hotels to improve their operational efficiency. Mobile digitalization facilitates the automation of tasks that otherwise have to be performed manually by hotel staff. These can be eliminated by having guests do it themselves in advance (e.g. fill in the information, check-in and out, online payment, choose and allocate rooms, book spa, dinner, or golf reservations, etc). Besides requiring fewer human resources from the hotel that could be spared or employed in other higher-value tasks, the best part of this self-administrated service is that by transferring the tasks to the guests, it further improves their experience and satisfaction. Mobile digitalization gives freedom for guests to find their own convenience. Connect with guests on-the-go and extend the relationship beyond the duration of the stay. Secondly, mobile services lead to more customer-focused service and create a more personalized and on-premise accessible experience. For instance, more than 50% of American leisure travelers would use an app to add extras on the go during their hotel stays. Mobile services also help to maintain long-term relationships and two-way communication anytime during the guest’s journey and better manage loyalty programs. Optimizes the value per guest and target their specific needs. In turn, this widens the opportunity to target guests' specific needs, hence allowing hotels to focus their strategy on the optimization of each guest’s value. Mobile apps have an additional advantage, they work as direct channels to guests by integrating with customer support and feedback systems, as well as with broader online review platforms. Lastly, mobile apps can potentially capture late bookers. Over 70% of same-day hotel reservations are made on smartphones, thus, an optimized mobile experience can be the key to unlocking the value of late bookers. In sum, mobile services not only yield operational efficiencies but also allow to upsell some services such as room selection and adding extras during the stay to better capture late bookers.
Today’s hotel guests are not only looking for a comfortable place to stay, but memorable dining experiences as well. Over the past couple of years, however, new trends have significantly reshaped the hotel industry’s F&B operations and workforce. Hoteliers must find new ways to satisfy guest demand and increase profit margins. The right technology helps you better manage F&B workflow and boost your bottom line. Today’s hotel guests are not only looking for a comfortable place to stay, but memorable dining experiences as well. With consumer’s pent-up demand for restaurant service remaining high, food-and-beverage (F&B) service can be a major contributor to your hotel’s positioning in the market, helping you drive unique guest experiences and differentiating your business from competitors. Yet the past couple of years have reshaped the hotel industry’s F&B operations in ways that have significantly impacted profit margins. According to the 2022 State of the Restaurant Industry Report, food, labor and occupancy costs are expected to remain elevated. And 40 percent of restaurant operators are not yet open to full capacity for on-premises dining, with 7 in 10 reporting that it’s due to staffing shortages. On top of this, there’s increased demand for curbside pick-up, take-out and delivery services. A key way of addressing these challenges lies in choosing technology solutions that optimize management of F&B workflow. The right solutions can mean the difference between becoming more lucrative or experiencing a quick demise. With an advanced hotel application, you can improve key aspects of your F&B workflow as well as your bottom line. Create Efficiencies with Mobile Reservations Making restaurant reservations via phone calls is quickly becoming a thing of the past. A hotel app that offers guests the ability to book a table online offers a number of benefits for the guest and your F&B workflow. First, it improves the guest experience by giving them the freedom to plan in advance and make their bookings while on-the-go. Research from the 2021 Customer Engagement Technology Study revealed that 53 percent of your guests expect the ability to make their dining reservations online. On the operations side, a mobile-first reservation system helps you better manage waitlists and provide speedier seating, eliminating the cost and hassle of pagers by letting you text guests when their table is ready. An automated system eliminates reservation mix-ups and accidental double bookings that can occur due to the stress of front-of-house (FOH) staff dealing with constantly ringing phones. And because an app offers the capability to include additional comments, you can plan ahead to personalize service for those guests needing a high chair or celebrating a special event. Streamline In-House Dining with Online Ordering Providing the ability for guests to place F&B orders via your hotel app using their personal mobile devices is another efficient and easy-to-use digital option that benefits workflow. For in-house dining, because you’ll no longer require servers to take each order, you can operate effectively with less staff. In fact, 80 percent of restaurant operators say that labor savings is a top benefit they’ve experienced when implementing online ordering, along with easier order processing and higher average checks. The entire system is expedited because guests can place orders as soon as their ready. This translates to less wait time, faster table turnover, and thus greater revenue. Online ordering increases accuracy since guests are communicating any meal customization and special requests themselves. And it satisfies the expectations of today’s guests, particularly younger travelers, with 43 percent of Millennials and 55 percent of Gen Z-ers preferring to order food and beverages via an app on their smartphone. Improve Food Delivery Services with Online Ordering Mobile ordering also creates efficiencies with room service and food delivery. Since no human is required to take orders, guests are no longer stuck on hold while team members juggle calls during peak hours. And GPS location within an app makes it easy to deliver food or cocktails directly to guests on your property, whether they’re in their room or lounging poolside. The self-service aspect of online ordering simplifies the process and allows for revenue-lifting increases in order volume. On average, restaurant operators see a 43 percent increase in order frequency for takeout and a 29 percent increase for delivery orders. Another benefit is that apps collect F&B analytics from guest orders. Hotel restaurant operators can use this data to track fulfillment and delivery times, monitor inventory and analyze which dishes are most popular. The data also allows you to develop promotions designed to build off-peak demand, target specific guest segments and create discount strategies. Over half of restaurant operators state that these tailored promotions are much more effective than standard promotions. Digital Options Improve Menu Management & Marketing Switching from physical to digital menus gives you the flexibility to include multiple menus within your hotel app, such as separate menus for your in-house restaurant, room service and group events. You can also develop custom menus, reducing time-consuming phone calls with questions about ingredients or gluten-free options, and satisfying the majority of your guests that expect the ability to preview menus and nutritional information online. Menus can be changed and updated instantly without the need for staff to physically swap them out in the restaurant or waste time replacing them inside in-room compendiums. Unavailable options can be removed in real time, helping you avoid guest disappointment. You can also boost revenue and streamline F&B marketing by promoting specific menu options at optimal times, such as offering a special on warm, comfort foods during cold days, suggesting specific food and drink pairings, and highlighting menu options that give you the highest profit margin. Enhance Internal Communication with In-App Text & Chat In hotels, texting or chat for internal communication offers immediacy as well as the ability to track conversations. It speeds up workflow by allowing tasks to be communicated and handled more quickly. And it also expedites the tedious and time-consuming job of employee scheduling. Contacting a large number of staff via email or phone call isn’t practical, especially when it comes to time-sensitive notifications such as shift changes and event updates. Automated text messaging within a hotel app creates an efficient way for hotel restaurant operators to instantly contact staff. It also makes it quick and easy for employees to handle tasks such as searching for substitutes, trading shifts with co-workers or requesting vacation time. Mobile Payment Simplifies BOH Operations The standard payment process is time consuming, requiring manual card entry, verification, reconciliation, chargebacks and disputes. Mobile payment through an integrated app allows restaurants to simplify back-of-house (BOH) operations by directly linking dining POS systems to your hotel’s PMS. This lets you easily assign a specific guest room to an F&B order so that the invoice is applied to the guest’s account with just one click. When guests pay directly through your app, it also diminishes mistakes and drastically reduces reconciliation times. Furthermore, you enhance satisfaction and loyalty because you’re meeting guests’ expectations, with 84 percent of all demographic groups preferring restaurants accept digital, contactless payment options. In Summary An integrated hotel application provides an ideal platform for improving overall hotel F&B performance by incorporating self-service reservation booking, mobile menu options, online ordering and payment solutions along with internal chat and texting features. When you implement the right solution, you create a winning synergism that delivers significant efficiencies to your F&B workflow while improving guest satisfaction and profitability at the same time.
Are you wondering if the industry’s focus on sustainable practices is just a passing trend or if the sustainable hotels movement is here to stay? Or are you looking for inspiration as you strive to make your hotel more diverse and inclusive? It’s not only travelers who are increasingly looking for more sustainable and ethical options where they can stay at hotels who focus on initiatives for a clean carbon footprint and minimal environmental impact like food waste reduction and reducing high impact guest experience touch points like daily room cleanings. Investors, hospitality management professionals and owners are recognizing that hotels that rate highly on the ESG scale are not only attractive investments, but they also provide the services and benefits that both guests and employees are looking for. Hotels are a large stakeholder within local environmental ecosystems and given the hospitality industry’s carbon intensive nature (i.e. flying on an airplane) hoteliers are sensitive to ensure that once guests arrive at their destination that they do everything they can to minimize impact. The good news is that there are tons of great options today like low-flow toilets, reusable refillable bottles, digital key cards, organic food, composting straws and energy-saving air conditioning. In this article, we’ll explain what exactly ESG means for hotels and run through 27 statistics that show ESG in the hotel industry is here to stay.
The hospitality management and hotel management industry is extremely complex with many moving pieces. Whether you work in the front office, food and beverage management, corporate sustainability, human resources or anywhere in between - you'll need to constantly stay up to date with the latest trends in this fast paced industry. That's why Hotel Tech Report curated this free ebook collection filled with case studies, tutorials, research and guidebooks.
Hotel Tech Report recently sat down with Accor CTO Floor Bleeker for a behind the scenes look at how the hotel giant is out innovating the competition. Accor is arguably the most disruptive large hotel chain in the world having recently unveiled a first of its kind multi-PMS strategy and also launching its own SPAC to invest in a hotel related businesses including technology. Back in March of 2019 Hotel Tech Report published a piece titled This is Why Hotel Brands Shouldn't Build Tech. In that article, we made the case that hotel brands needed to rethink archaic tech strategies to adapt in a world of microservices, open APIs, cloud computing and cyber insecurity. Back in the 90s, hotel companies built their own systems due to constraints of on-premise legacy systems but that playbook is no longer effective for modern hospitality brands. Accor has over 5,200 hotels in over 110 countries operating under more than 40 different brands. So how does a company of that size and scale maintain a rapid pace of innovation? In this interview we cover how Accor leverages a unique organizational structure to drive innovation, its technology investments and everything in between. We’ll break down Accor’s approach to innovation to help guide other hotel chains, regional brands and even independents in how they should be thinking about hotel technology.
Wondering just how big the hospitality industry is? Or curious to learn how the COVID-19 pandemic affected hotel employment, revenue, and occupancy? In this article, we’ll dig into over 50 shocking statistics about the accommodations industry tapping critical datasets such as the bureau of labor statistics, travel industry organizations like the AHLA and Statista. These stats touch on global trends, history, brands and independents, and even guest preferences and loyalty. You’ll gain a deeper understanding of employment in the hotel industry and booking trends too. By the end of this article, you’ll be a more knowledgeable hotelier with a pulse on the latest hotel industry news. Ready to dive in? Let’s go!
If you’re considering a full time or part time night auditor job - or preparing to hire a night auditor - you’ve come to the right place. While many people are familiar with the job of a hotel front desk agent since it's during the day shift, the night auditor’s responsibilities aren’t as well known despite providing high paying entry-level positions at hotels. In this article, we’ll explain what a night auditor role entails, what skills will set you up for success as a night auditor, and offer advice for landing a night.
Are you grappling with a tighter budget at your hotel, a staffing shortage, or changing guest preferences toward contactless options? The hospitality industry is more resource constrained than ever and you're not alone. It can be challenging to deliver a high standard of service when faced with constraints like reduced hotel staff due to rising labor costs. However, the guest experience doesn’t need to suffer if you have fewer employees or less face-to-face interaction. Self-service options like check-in kiosks can bring a slew of benefits to guests, employees, and hotel owners and managers. Everyone knows that first impressions determine the majority of our perceptions about brands and people - the check-in experience is no different and it's highly correlated with overall customer satisfaction. In this article, we’ll explain what a self check-in kiosk can do, how it plays into the contactless hotel trend, and we’ll show you how your hotel can achieve better guest satisfaction scores, higher profitability, and greater productivity by implementing self check-in kiosks.