Wednesday, October 28, 2015

Guest Personalization For Hotels - Part 1

The twenty-first century hotel guest approaches their hotel stay with high expectations. The convenience offered by technology in our everyday lives has built up the anticipation that this will carry over when we travel. Travelers now expect and demand a hotel experience customized to their needs and tastes.
Mobile technology offers hoteliers an exciting means to meet the expectations of their guests with an exceptional level of personalized service, previously not possible. Smart technology additionally provides the hospitality industry yet another opportunity to deliver, particularly in-room, customized guest experience. Both personalization opportunities require a commitment on the part of hotels to invest in their customers through the provision of these technologies.

Mobile Appssd
Today’s traveler wants greater control of their hotel guest experience from start to finish and hotel provided mobile apps empower them to do so. With a hotel app downloaded to their smartphone or tablet, customers can chose from among common variables such as, room size and bed type, to customizing the room temperature, as well as selecting food and drinks for the mini-bar. This can occur all in advance of their stay and prior to their arrival from a mobile device armed with an app from the hotel. Also, these preferences may be kept in place and be waiting for the guest upon their next arrival, either at the same location or another in the case of a chain.
Hotel guests with a hotel app can skip the lines at the front desk with mobile check-in. Various hotel extra services and amenities, such as spa treatments, may be ordered by the hotel guest directly from their mobile device. Another feature frequently made available via mobile hotel apps is concierge services. Through such an app, the hotel guest is enabled to access updated information regarding upcoming on or off property events, local area attractions, concerts, and sports, etc.
Of course, such personalized service and convenience comes at a price to the customer, in the form of personal information disclosure. Customers have been balancing the benefits against the risks. Hotel guests don’t mind as long as something is to be gained for their benefit. Customers have been balancing the benefits against the risks and are much more willing to provide various preferences, and even gender data. However, they are inclined to be much more cautious regarding any personal finance and credit card information.

In the next part in this series we will see how hoteliers can transform the hotel guest experience in a highly personalized way through smart technology.          


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