6 Reasons to Extend Your Guest Interaction to Their Mobile Devices
Transcript of 6 Reasons to Extend Your Guest Interaction to Their Mobile Devices
© MediaConcepts Pte Ltd . RCB: 200208058G, P: 6224 3994, 25A Neil Road, Singapore 088816.
This document contains proprietary information and must not be disclosed in whole or part to any third party
Reasons To Extend Your Guest Interaction to Their Mobile Devices 6
A growing number of hotel guests travel with at least one mobile device.
95% brought mobile phones
55% brought tablets
Source: Smith Micros’s 2nd Annual Hospitality Survey
Just as guests have come to expect
complimentary Wi-Fi within
hotels, they will come to expect being able
to use their mobile device to interact
with hotel staff and get instant responses and services.
If you’re taking a wait and see approach to implementing a mobile application, here are
6 reasons why it might be a good idea to start getting
in on the action.
1 Guest Convenience & Loyalty
Providing guests with information that they need, right on their fingertips, is always a way to delight them.
Trotting down to hotel lobby Phoning up
front desk Trawling through guest compendium
Everything is available on their mobile device, which goes where they go. They could even access information and interactive services on the move.
Get directions and order room service on the way back…
... have it served as soon as they walk through their room
Use loyalty points to redeem a beer from mini bar
Getting to the airport on time is a key
cause of anxiety for many travellers.
How many times have you planned the perfect time to leave for the airport, only
to be held up in a queue at the hotel to
By allowing guests to check out with a single click on their mobile device, you not only make it more convenient for them, you also reduce the queue for those who choose to check out the traditional way.
A study by Cornell University shows that the
guest satisfaction index drops by 50 points if guests are made to wait for a certain amount of time during check-in.
France Germany Italy
2 Guest Feedback
If guests are able to provide instant feedback to you through their mobile device while staying with you, it gives you the opportunity to rectify any dissatisfaction immediately.
This may even turn a potentially negative review into a positive
one on TripAdvisor, Facebook or any other social platform.
Another way of using guest feedback is to look at any correlation between the lower ratings and the rooms that received them. If guests who stay in a particular room consistently give it lower ratings, it might be worth investigating if there could be a faulty bathroom door or noisy air vents in that room.
3 Operational Efficiency
Guests who arrive before the official check-in time quite often find themselves having to wait for a room.
By offering a mobile check-in feature, messages can be sent to the guests as soon as their room keys are ready for collection, no matter where they are. They no longer have to go up to the front desk every half
hour to ask if their room is ready.
For hotels with a large number of rooms,
room cycling can be a challenge
Housekeeping tends to go around cleaning rooms in a systematic manner, quite often resulting in a
mismatch between the category of cleaned rooms and the ones guests are waiting for.
Rooms needed by waiting guests ≠
With a mobile application, front desk can see which rooms have been checked out, and re-prioritise the right rooms for housekeeping so that guests waiting for a particular room type
get their rooms sooner.
Completion of tasks can be automatically updated through the mobile application, improving operational efficiency by that much more.
This automation can also provide statistics on staff performance and your average turnaround time for each guest request.
4 Property SLAs
Hotels that use external companies for property maintenance services could use the mobile application to monitor how well they are performing against their service level agreements.
Whenever a guest sends a maintenance request, or
your staff allocates that task to a service representative,
or the task is completed, data is captured.
” This makes it much easier for you to ensure that
your contractors are meeting their SLAs.
5 Cost Savings
In-room guest compendiums can be expensive to produce.
By using a mobile application to complement the compendium, you
could provide a more engaging experience without having to re-place the compendium every time you need
to update the content.
In addition to providing information about your facilities, restaurants and bars, you could allow guests to make a reservation right on their mobile device.
Update your room service menu to include daily specials, seasonal promotions, and offer
customisation of orders.
No more excuses for your room service staff not getting the order right.
Guests can review and make changes before placing their order
on their mobile device without keeping your room service staff
holding on the line.
Using a mobile application, you can send tailored offers to guests based on their proximity, preferences,
or how busy your restaurant is.
If you know a guest likes a particular wine, and you’ve just brought in a few bottles that share a similar profile with that wine, you may want to
send an offer to that guest to try them.
Guests are definitely more receptive towards personalised offers.
Most hotels have started to
optimise their websites to make it easy for guests to make
bookings. However, for the majority, the mobile experience
Why not extend that into the
guests’ stay and beyond?
Check-in / Check-out / Bill Summary
Maps & Directions Hotel Facilities Room Service
Concierge Services Housekeeping
Loyalty Redemption Maintenance
Reporting Lost & Found Services
Empower your guests to interact with you
whenever and wherever they prefer
…. through their own mobile devices.
Let us help get you started [email protected]
Follow us on: