HOW TO IMPRESS HOTEL GUESTS IN THE DIGITAL AGE

 

All great guest experiences start with a great first impression.

However, it isn’t always easy to engage, let alone dazzle the digital generation 

of today as soon as they interact with a brand physically or virtually.

Their digital experiences should be seamlessly intertwined with warm and 

personal hospitality experiences. And, striking the right balance between 

technology and human touch isn’t as straightforward as it seems.

 

1. Your First Impressions Are Made Online In This Digital Age:

Thus, having an attractive website with fast processing speed, mobile-first

design, and a simple booking process, along with a strong social media 

presence, is a must these days. Also, engage in social listening and make

sure that you reply to all types of feedback on your property and services

across various review sites and social media channels. Hotels around the 

world are using AI chatbots and virtual assistants to communicate with 

potential or current guests online. 

This helps them gain crucial insights into their guests’ behaviors and 

preferences while providing customers with quick and efficient customer

support.

 

2. Ensure Smooth Check-In And A Warm Welcome:

Your guest expects you to provide much more in addition to warm greetings

from the well-trained staff and overall clean and bright environment at the 

reception.

Here, they start looking for experiences that would make their check-in simple

and smooth. So, you should start providing hyper-digitized experiences right 

from that point.

Along with online check-in and check-out service, lots of hotels are now 

experimenting with providing an automated process for guests to pick their

preferred room type and other amenities, like double bed, ground floor, 

and so on, even before their arrival.

Some hotels also allow guests to use their smartphones as room keys, 

thereby completely eliminating the need to go to the desk at check-in.

 

There are many other ways in which you can engage with your guests 

digitally soon after they arrive at your hotel.

 

3. Offer Different Digital Engagement Touchpoints: 

 

 

You can make use of digital screens in your lobby to promote your services

and showcase photos of your property and people enjoying at your hotel 

while using your Wi-Fi connection can also be a promotion tool for you that

can take users directly to your website or a landing page.

A lot of hotels are also partnering with digital service providers, like Netflix

or other digital media providers for ensuring exceptional guest experiences.

For example, hotels these days provide in-room streaming services via Netflix 

to ensure a high-quality viewing experience for guests with their Netflix

credentials.

Image courtesy:

1. Hoteltechreport.com

2. Medium.com

3. coxblue.com

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