Are you looking for new ways to delight your guests and stand out from your competitors? You might feel pressure from owners or asset managers to bring guest review scores up and increase RevPAR, but perhaps you don’t know where to start. With smart investment in technology and amenity offerings, you can transform the experience at your hotel to make it truly memorable – for the right reasons. Five-star guest reviews, guest loyalty, and higher ADR can all be within reach when you make small changes or additions to the guest experience at your hotel. In this article, we’ll introduce you to 20 unique and creative ideas to take your guest experience to the next level.
1. Upsell room upgrades
Does your front desk offer paid upgrades upon arrival? Even if you have a solid upgrade process when guests are standing at the front desk, there’s opportunity to capture incremental revenue by inviting guests to purchase upgrades during the booking process and in the period between booking and arrival. Partnering with a vendor that provides the technology necessary to automate and optimize your upgrade strategy is a great way to nudge guests toward higher room categories.
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2. Contactless check-in and mobile payments
In the post-pandemic travel era, guests are eager to adopt contactless options for checking into your hotel and paying for everything from drinks at the bar to their bill upon checkout. Contactless check-in solutions like kiosks or mobile check-in can also decrease wait times at the front desk, while accepting mobile payments (ApplePay, Google Pay) can improve your guest experience.
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3. Mobile room service ordering
Gone are the days when guests want to pick up the phone to place a room service order. Take your room service operations into the 21st century by offering mobile ordering, which guests are already accustomed to through widespread adoption of Doordash and UberEats. A mobile ordering platform allows guests to browse your menu, place orders, pay, and track order status from their smartphone.
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4. In-room tablet devices
Nothing is more luxurious than being able to control the lights, temperature, blinds, and TV from the palm of your hand, and in-room tablets allow your guests to do exactly that. Tablets not only give guests a convenient way to make themselves feel at home, but they also serve as an important informational touchpoint where you can display hotel policies, take room service orders, promote special offers, and more.
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5. BYO Streaming Hospitality TV
Having cable channels on your in-room TVs is nice, but what if your guests want to binge the latest season of their favorite Netflix show? Let guests enjoy their preferred streaming services on the big screen (rather than on their laptops or phones) by offering Netflix, Hulu, and more for guests to log into using their own accounts.
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6. Guest messaging software with automation
Staying in touch with guests is easier than ever thanks to software that lets you automate every touchpoint, from confirmation emails to post-stay guest review requests. Automation can also help your front desk agents triage and follow up on requests, since you can build automated responses and rules that leverage AI and machine learning to save more of your team’s valuable time.
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7. In-room fitness experiences/devices
Does your hotel cater to health and wellness fans? Or maybe you’re weighing the pros and cons of installing a fitness center. In-room fitness options can be a great solution, and there are many products on the market that can delight guests and fit within your budget. You can start with the basics, like a yoga mat and hand weights, or add heavy hitters like a Peloton bike or a Lululemon MIrror to turn a standard room type into a premium fitness-focused room category.
8. In-room beer or wine taps
Is your area known for craft beer or local wine? Take your minibar selections up a notch by installing in-room beer or wine taps for guests to partake in the comfort of their rooms. You can draw inspiration from the BrewDog Hotel in Columbus, Ohio, which has not only in-room beer taps serving seasonal draughts, but also mini-fridges in the showers for that perfectly chilled shower beer.
9. Pre-configured gaming setups
Let your guests get their game on with a fully equipped gaming station featuring an Xbox or Playstation. One option is to create a gaming lounge in one of your public spaces, or you can create a special gaming room with an in-room console, controllers, and even a gaming chair. Bonus points if you add artwork or decor inspired by legendary games.
10. Air purification systems
Health concerns related to the pandemic and decreased air quality due to smoke or pollution give guests plenty of reasons to appreciate an in-room air purification system, such as Pure Rooms. Maintaining clean air in your guestrooms and public areas will help guests stay healthy and sleep better, which not only leads to increased well-being, but also increased guest review scores for your hotel.
11. Surround sound system
Does your hotel cater to musicians or movie buffs? An in-room surround sound system would be music to their ears. Let guests immerse themselves in their favorite tunes or shows with premium speakers in your guestrooms. This option is a great way to set premium room types apart or to carve out a new type of speciality suite.
12. Projector and screen for the full movie-watching experience
Along with surround sound, consider installing a projector and screen in a handful of rooms to create a special entertainment experience. This type of room would be great for hotels in locations with cinematic history or in family-friendly destinations to give guests the perfect place for a family movie night.
13. Art installations with a self-guided audio tour
Give guests an unforgettable museum-style experience with a self-guided audio tour of your hotel’s artwork. Partnering with local artists, schools, or galleries will foster a stronger sense of community and set your hotel apart from competitors that feature more generic artwork.
14. Smart beds
Thanks to wearables like Apple Watches and WHOOPs, health-conscious guests are more focused than ever on getting a good night’s sleep. A traditional mattress might not cut it anymore; smart beds or smart mattress toppers, such as Eight Sleep or Sleep Number, allow guests to customize their sleeping experience down to the temperature or firmness of the mattress.
15. Ergonomic work chairs and monitors
The rise of remote work means more and more guests are attempting to work from uncomfortable hotel desks or, even worse, from the bed. Treat your remote workers guests to work-from-home essentials like standing desks, ergonomic chairs, and monitors that let these guests plug in their laptops and achieve maximum productivity.
16. Coworking space
But your hotel doesn’t need to confine remote workers to their guestrooms; transforming underutilized lobby or function space into a coworking space can be a fantastic way to liven up your public areas during the day. While guests will certainly appreciate having a convenient place to work, you can also explore selling day passes to non-guests who want to access your workspace.
17. Relaxation station with scent diffusers and massage chairs
When it’s time to wind down, your guests will appreciate an in-room relaxation station complete with aromatherapy, essential oils, an eye pillow, and even a massage chair or foot massager that will help them de-stress. If it’s not within your budget to add these amenities to every guestroom, consider creating a spa-focused room type to attract health and wellness seekers.
18. Mood lighting and lighted alarm clocks
Set the mood with customizable lighting that’s not only dimmable, but also color-changing, so guests can ease into the day, wind down at night, or just have fun with funky colors. For an extra special touch, replace the traditional nightstand clock-radio with a modern lighted alarm clock which lights up on a schedule to help guests gradually wake up.
19. Digital room keys
Say goodbye to plastic keycards and transition to digital room keys, which use Bluetooth connectivity on guests’ smartphones to unlock guestroom doors. Digital room keys are extremely secure, so guests don’t need to worry about unauthorized entry, and your front desk agents will appreciate no longer having to cut new keys anytime a guest accidentally deactivates their key card.
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20. Concierge app
If your hotel doesn’t have a concierge, where do guests turn when they want local recommendations or assistance booking restaurant reservations? Concierge apps can fill this gap by serving curated recommendations and reservation functionality to your guests. These apps can even include options for tours and activities bookings that pay commission back to your hotel, giving you a new opportunity for ancillary revenue.
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In today's hospitality industry, hoteliers know that a great guest experience is crucial to their success. The guest journey begins from the booking process, pre-arrival, in-person interactions with hotel staff, the check-in process, room service, guest needs, special occasions, add-ons, and post-stay. Throughout this journey, hotels must prioritize guest satisfaction and exceed guest expectations by providing a personalized and memorable hotel guest experience.
Guest expectations have evolved, and they now expect functionality, contactless, and mobile-friendly touchpoints, Wi-Fi, automation, integrations, and new technology like chatbots to streamline their stay. The pandemic has only increased the importance of contactless technology and self-service options.
Positive reviews on social media and online review platforms like TripAdvisor are critical to gaining repeat business and potential guests. Online booking engines, loyalty programs, upselling, and smart integration with PMS systems can also enhance the hotel guest experience and customer satisfaction.
In addition to functionality and technology, hoteliers must pay attention to guest preferences and needs. Providing personalized and attentive service can create a lasting impression and foster customer loyalty. Going the extra mile to provide exceptional service and add-ons for special occasions can differentiate a hotel brand and increase occupancy rates.
The check-in process is a crucial touchpoint for guest satisfaction and the first impression of the hotel. Hotels must get creative and innovate their check-in process, such as offering mobile check-in or self-service kiosks. The hotel staff must be trained to provide excellent customer service and be able to address guest needs promptly.
Mobile apps can provide an excellent way to communicate with guests and offer convenient services like room service, booking spa appointments, or ordering food. A loyalty program can also incentivize guests to return and promote repeat business.
Innovation and creativity are critical to enhancing the hotel guest experience and maintaining customer satisfaction in the hotel industry. With the use of technology, personalized service, and attention to guest needs, hotels can create a lasting impression that will result in positive reviews, repeat business, and potential guests.