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Hotel Contactless Check-in Software Articles

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Technology in Hospitality: 17 Trends Shaping the Industry

by
Hotel Tech Report
1 month ago

 What will the next few years of innovation look like in the hotel industry? With so much innovation and change in the hospitality space, it can be difficult to decide what new software to purchase or where to allocate budget. Although the industry changes rapidly, it’s clear that a few key trends are driving hotels forward. In this article, we’ll walk you through 17 trends that are relevant to hotels of all shapes and sizes. Some trends, like the shift toward a mobile-first and cashless experience, transcend the hotel industry. Other trends, like mixed-use spaces and vacation rental marketplaces, spotlight the blurring of lines between short-term rentals, hotels, work space, and residential properties.

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Hotel Front Desk: Here's What it's Like to Work This Job

by
Hotel Tech Report
1 month ago

A front desk agent is one of the most important jobs at any hotel, but what’s it really like to work as one? As a front desk agent, you’re the first person to welcome a guest to your hotel and the last one to bid farewell when they leave, so you’re responsible for the crucial first and last impressions as well as delighting guests throughout their time on property. If you’re curious about working as a front desk agent, then you’ve come to the right place. In this article, we’ll dive into the tasks and responsibilities of a front desk agent, how to apply for a front desk role, and what career paths you can take after working as a front desk agent.

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5 Ways Automation is Changing The Hotel Landscape

by
Kaitlin Hay
1 month ago

Automation has played a critical role in business for years. However, it wasn’t until the past few years that varying industries began to consider its immense capabilities.Exploring the use of automation today, we’re unpacking this evolution in recent years, how it’s changing the hotel landscape and considerations for getting started with automation. The State of Automation TodayOver the years the adoption of automation has grown significantly. Allowing businesses to focus on strategy and direction rather than tedious tasks that take up valuable time and resources.In more recent years, in part due to the pandemic, automation has accelerated rapidly.Back in 2018, it was reported that “57% of businesses were piloting the automation of business processes in one or more business functions.“In that same study conducted in 2020, the year of the pandemic, it was reported “66% of businesses were doing the same - a significant jump of 9%”And while a number of industries are hopping on the automation bandwagon, hotels are beginning to recognize it’s tremendous benefits, with 77.6 percent of hotels expecting to increase their tech investment in the next three years.Today, automation is driving better and more agile hotels - allowing them get more focused, do more with less time and resources and provide greater, more personalized, experiences.While the state of automation continues to evolve it’s important to recognize the impact on specific industries. Here we touch on 4 ways automation is changing the hotel industry today. Seamless Check-in ExperienceIt goes without saying that the traditional in-person check-in experience has its fallbacks. Usually involving long wait times at reception, reduced employee productivity and prone to manual error, there’s a lot of frustration that can build up at the front desk.Advancements in automation today have revolutionized the check-in experience. Guests can check-in on their own terms, whether on-the-go or from the comforts of their homes. Upon arrival, guests simply provide their name and are given their room key within minutes.For the individual who has travelled hours and sometimes days to get to their destination, having an automated email with a seamless check-in experience makes all the difference in satisfaction.Keep in mind that from an operational standpoint, this also alleviates repetitive and mundane processes for your staff. Especially if you’re dealing with rampant labour shortages, your team can focus on more pressing issues. Request ManagementHistorically, reception and housekeeping have leveraged pen and paper to manage requests and fulfillment. And while it may have worked in the past, today’s demand and timely expectations call for new processes.For request management, automation has proven to greatly reduce time to fulfill requests, improve communication with guests, and provide greater transparency across multiple departments. In most instance, you can increase revenues by being able to manage more requests in less time and upsell without having to lift a finger. As an example, most request management tools will allow you to set your own parameters for automated processes. Simply define requests possible for in-stay guests once a room has been assigned. Once a request is made it’s tagged and routed to the right team member in real-time. Urgency is assigned based on parameters your team sets, so any pressing requests or comments are directed to senior management.With automated tickets and request management, accountability and transparency are provided and it’s no longer a guessing game of who’s dealing with what. Contactless Follow-UpsWhen a customer leaves a hotel the experience doesn’t stop there. The goal is always to continue the relationship and encourage repeat visits. With that, communication plays a vital role.Using a digital tool with automated capabilities, you can connect with guests, pre-stay, in-stay and post-stay. Send timed and targeted follow-up messages on the customers preferred channel without lifting a finger. If you’re following up take it a step further by adding a link to an experience survey. This way you can measure their satisfaction to improve the experience in the future. Personalization & UpsellingAs we’ve seen over the past several years, change can happen in an instant. Which means, finding ways to constantly stay in the know with your guests is key. With the adoption of digital tools that have automated capabilities, you can collect data that isn’t available through pen and paper operations. This means, your team can consistently improve offerings to meet changing preferences and even customize specific automated interactions. Take an on demand ordering functionality for example. After a guest selects a meal, you can use data gathered to automate the offering of a glass of wine or bottle of water with their meal. Further, you can personalize the message. If you’re using a messaging solution, set the introduction to your emails with a first name, or if you’re segmenting your audiences, reference their experience. Leveraging AutomationLike any new tool, assessing the need for automation in your hotel is crucial. Today there are so many ways you can automate processes, that jumping into the first opportunity without considering your whole strategy can be damaging.Take a look at your hotel journey and locate where most of the friction is occurring with your guests and what’s taking up most of your employees time. From there you can make a list of all the tools to help you navigate a more seamless journey.

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6 Simple Ways to Create a Seamless Guest Experience at Your Hotel

by
Hotel Tech Report
1 month ago

 With guest expectations continually changing and new technologies popping up daily, how can you possibly stay on top of it all? You might feel paralysed by choice or unsure of where to begin; there are simply so many potential vendors to consider or new ideas to test. And let’s not forget about budget and resource constraints, since you probably don’t have a blank check to put toward endless bells and whistles for your guests. But even with limited staff and realistic budgets, hotels of any size can dazzle their guests with a five-star guest experience if you know which technology investments will pay off. Whether you own or operate a boutique hotel, an inn, guesthouses, or something else, this article will help you craft a smooth guest experience – leading to better review scores, more repeat guests, and higher RevPAR – by leveraging technology effectively.

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How Hotel Tech Powers Proactive Guest Service

by
Sarah Duguay
3 months ago

Mobile messaging, chatbots, contactless check-ins—-we wouldn’t blame you if the thought of instituting technology feels cold and unwelcoming. After all, advances in hotel tech are a result of streamlining operations in favor of a more automated approach. But the why behind hotel tech is not about less hospitality, it’s about better hospitality.Hotel tech is often touted as a time saver, which goes hand-in-hand with better hospitality. Time freed from conducting mundane paperwork thanks to hotel tech can be rerouted to providing other guest services, from organizing surprise-and-delight initiatives to in-person guest assistance.But the most compelling argument for hotel tech is how it supports proactive hospitality. Traditionally, hoteliers would cast a large net to catch guests, with hospitality commencing upon booking and check-in. Yet with developments in hotel technology, hoteliers can define their target market (or guest segments), create appealing content, and develop personalized offers and service—taking hospitality to the next level. Moreover, hospitality doesn’t end when a guest checks out. Through hotel tech, hotels can nurture relationships with their guests in a proactive way that garners repeat bookings.While at first glance hotel tech may seem to lack a human touch, the opposite is true. Through the thoughtful and human-designed application of chatbots, websites, email automation, guest databases, and guest messaging, hoteliers can provide personalized guest experiences through every stage of the guest journey: pre-stay, stay, and post-stay.

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Transform High-Touch Hotel Service into a Touchless Experience

by
Renz Ganaban
4 weeks ago

“Revenge travel” is on the rise. Although there’s no standard definition yet for the term, the phrase is catching on among industry professionals who use it to describe the big increase in people wanting to make up for travel experiences lost to the pandemic. But today’s travelers have new expectations. According to a new study by Oracle Hospitality, nearly three-quarters (73%) of post-pandemic travelers want to eliminate the “touch” from the high-touch industry they once knew. Instead, they now prefer to use their personal devices to manage as much of their hotel experience as possible. In fact, that same percentage of travelers agree that they’re more likely to stay at a hotel offering self-service technology that lets them minimize contact with the staff and other guests.An easy way for hotel operators to make this transformation, is through implementing a web application. Web apps can be launched quickly because you only need internet connection. And unlike native apps, you don’t need to create multiple versions for different device operating systems, so they’re easy for guests to use, as well as simple to maintain and update. The touchless experience that web apps enable not only enhance guest satisfaction but simultaneously lighten the workload on your staff.

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Use Next-Gen Tech for a Contactless Guest Experience

by
Renz Ganaban
4 months ago

The hospitality industry is rooted in offering guest-centric, high-touch experiences delivered by caring and courteous staff. In the wake of the pandemic, however, guest expectations have shifted, with 88 percent of customers expecting companies to accelerate digital initiatives that reduce the need for physical interactions. Your guests no longer want to wait in crowded lobbies to ask a question, touch laminated room service menus to place an F&B order, or flip through paper compendiums to find local activities. This shift is causing hotels and casinos across the globe to seek out ways to provide personalized, high-touch customer service in a touchless way.Hotels that wish to stay competitive must implement a new generation of interactive digital technologies that address the challenge of augmenting the hotel experience with relevant information and offerings without requiring physical touch.Quick Response (QR) codes, Near Field Communication (NFC), and location-based beacon technology have entered the scene, allowing properties to drive new contactless channels of hotel and guest interaction. These solutions not only help you deliver a high level of service that enhances guest stays but drives fresh streams of incremental revenue as well.

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Disney’s MagicBand: Breaking Down One of Hospitality's Greatest Innovations

by
Hotel Tech Report
4 weeks ago

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.  

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How Hotel Owners Can Benefit from Mobile Tech Tools

by
Nikolai Kronborg
6 months ago

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 staySecondly, 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 needsIn 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 roomHaving 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. 

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Where is Mobile Hospitality Headed?

by
Nikolai Kronborg
7 months ago

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 guestsThe 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 experiencesFirst 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.