For hoteliers, this emphasis on the frictionless experience will be expected at every touch-point, for every guest. No front desk lines, mobile keys, mobile payments for ordering items and special requests and immediate response to service requests. This type of interactions will quickly become the expected standard for hotels embracing the future of hospitality and advanced customer-driven solutions and sales.
The Era of Self-Service Has Arrived
The future is mobile. Hoteliers are feeling pressure, now more than ever before, to embrace their guest’s desire for mobile optimization and self-service functionality. This applies to mobile booking, room keys, check-in, concierge, stores, notifications, payments and more. Guests want to hold all the power, right in the palm of their hand.
We should also consider the consumer psychology at work within uninterrupted self-service and how it can empower individuals to spend more. Traditionally, the further we are removed from the “pain of paying” that’s often associated with cash transactions, the less we understand how much we’re really spending. Additionally, if stuck in a line at check-out, consumers are granted the opportunity to mull over their more impulsive purchase items and potentially change their mind. When you remove these two psychological processes with the help of automated payments and self-service technology, you are tapping into increased revenue potential. This same logic applies to the hospitality industry, as hoteliers can use the frictionless, self-service model to empower their guests to spend more while on property and, most importantly, continue re-booking.
Automation Should Enhance Guest Service, Not Replace It
Despite the increased demand for efficiency and self-service, many guests still seek a high-touch, hands-on and personalized approach throughout their hotel stay. The increase in automation within a hotel’s core processes should create a subsequent shift in staff roles, allowing them to focus more on helping and guest engagement, rather than transactions. The carefully curated provision of exceptional (and personalized) face-to-face guest service will, without a doubt, become a key competitive advantage and differentiator for hotels. As a hotelier, ask yourself, how can increased automation revolutionize the way your staff engages with your guest?
Article source: https://www.hospitalitynet.org/opinion/4086917.html