5 Ways to Increase Hotel Productivity through Optimising the Guest Journey
The bar is constantly being raised in the hotel industry. Guests are no longer satisfied with the status quo; they expect a lot more. They crave not just a comfortable stay, but a seamless, personalised experience.
But let’s face it, traditional operations can leave both guests and staff feeling deflated and underwhelmed. Imagine guests stuck in long check-in lines, while receptionists juggle paperwork and phone calls for simple requests.
This is where technology comes in! This is the digital age that brings exciting possibilities to elevate the guest experience to new heights.
Traditionally, hotel operations software focused on streamlining internal processes. But true optimisation requires a holistic approach, encompassing the entire guest experience.
Stats tell the tale: An Oracle study revealed that 73% of travelers now expect hotels to offer contactless guest technology.
Are you catering to this tech-savvy generation?
The Power of Digital Touchpoints
Let’s start with the important truth: Digitalisation is not about replacing human interaction, but about empowering both guests and staff.
Imagine self-check-in kiosks or mobile app options that free up receptionists to offer personalised itineraries and local recommendations.
This not only increases efficiency but also fosters a welcoming atmosphere.
Let's Break Down the Guest Journey with a Productivity Boost:
1. Arrival Reimagined
Self-check-in options empower guests to arrive on their own terms, while staff can focus on providing a warm welcome and more sincere approach to upselling experiences and services.
Train your staff to be digital advocates, subtly encouraging guests to embrace the tech-forward approach and increasing the use rate of your guest digital channels.
This reduces front desk congestion and frees staff for higher-value interactions.
Looking for a real case study on how a hotel promoted digitalisation with tangible results? This article would reveal how Grand Hyatt Kuala Lumpur achieved it.
2. Digitised Guest Communications
The trusty hotel compendium, a relic of the past, is due for a refresh.
Making the switch to a digital compendium is a low-effort way to significantly enhance the guest experience by providing instant access to hotel information, spa menus, and local attraction recommendations.
Digital guest compendiums eliminate the need for bulky printed materials, saving costs on printing and distribution. Additionally, maintaining digital content is easier and faster than constantly updating paper copies, saving staff time and frustration.
3. Requests Made Easy
Let’s face it, calling for extra towels isn’t exactly a high-value interaction for anyone.
A user-friendly digital platform allows guests to request amenities, order room service, or book spa treatments – all at their convenience. This frees staff from fielding repetitive calls, allowing them to focus on more complex needs and guest interactions.
Empowered staff are more productive staff! For more on optimising hotel productivity through staff empowerment, this article suggesting 9 often-mentioned and some lesser-known strategies might interest you.
Pro Tip: Integrate your guest platform with your hotel operating system. This creates a seamless workflow, ensuring requests and room service orders are routed effectively to the appropriate department and fulfilled promptly.
Extra Pro Tip: Go further and implement a platform that offers multiple services, allowing guests to manage everything from their wake up calls to facility bookings in one place. This reduces confusion and saves both guests and staff time spent on communication.
4. Amenity Reservations
Creating a digital avenue for hotel guests to book amenities or facilities with limited capacity can significantly enhance the guest experience and boost hotel productivity.
Whether it’s reserving a slot in the kids’ lounge, booking a session with a private trainer at the hotel gym, or securing a time for skating at the hotel’s ice rink or in-house hot spring, offering these options through a mobile platform is highly beneficial.
Guests can easily make these reservations on their mobile phones, reducing the labor required for manual booking entries.
This method also helps avoid potential booking conflicts and miscommunications that often arise with manual record-keeping.
Digital platforms keep a clear record of all transactions, and many even offer phone notifications to remind guests of their bookings.
This convenience not only improves the guest experience but also streamlines hotel operations, allowing staff to focus on other important tasks.
5. Feedback and Resolution
Guest feedback is the gold standard for improvement.
But waiting until check-out can lead to a low starred review that you will have no way of reversing.
Automation can help with that. Mid-stay surveys delivered through your guest platform allow you to gauge guest satisfaction in real-time.
This proactive approach lets you address any concerns immediately, turning potential negatives into positive experiences before they snowball into bigger issues.
Faster resolution translates to happier guests and less time spent firefighting problems later.
6. Next Level Personalisation
The digital age gives us access to a wealth of guest data.
Technology can help make sense of the data and guide you to provide even better service. It can provide you with details on past preferences and suggest personalised touches – perhaps a birthday upgrade or a curated room service menu for dinner based on guest’s dietary restrictions.
Tech empowers staff to create those “wow” moments that turn guests into loyal brand advocates.
Imagine a hotel staff surprising a guest with pastries from a bakery based on her previous feedback and experience – that’s personalised service that elevates the guest experience and makes your staff shine.
A Word on the Future
Technology is constantly evolving, and data privacy regulations are becoming more stringent.
Partnering with a reputable hospitality tech company ensures you’re compliant and have access to the latest innovations.
Remember, the future of hospitality lies in collaboration. Who knows, maybe by teaming up with a visionary tech company, you’ll be part of the team that creates the next breakthrough in guest and operational technology!
5 Ways to Increase Hotel Productivity through Optimising the Guest Journey
The bar is constantly being raised in the hotel industry. Guests are no longer satisfied with the status quo; they expect a lot more. They crave not just a comfortable stay, but a seamless, personalised experience.
But let’s face it, traditional operations can leave both guests and staff feeling deflated and underwhelmed. Imagine guests stuck in long check-in lines, while receptionists juggle paperwork and phone calls for simple requests.
This is where technology comes in! This is the digital age that brings exciting possibilities to elevate the guest experience to new heights.
Traditionally, hotel operations software focused on streamlining internal processes. But true optimisation requires a holistic approach, encompassing the entire guest experience.
Stats tell the tale: An Oracle study revealed that 73% of travelers now expect hotels to offer contactless guest technology.
Are you catering to this tech-savvy generation?
The Power of Digital Touchpoints
Let’s start with the important truth: Digitalisation is not about replacing human interaction, but about empowering both guests and staff.
Imagine self-check-in kiosks or mobile app options that free up receptionists to offer personalised itineraries and local recommendations.
This not only increases efficiency but also fosters a welcoming atmosphere.
Let's Break Down the Guest Journey with a Productivity Boost:
1. Arrival Reimagined
Self-check-in options empower guests to arrive on their own terms, while staff can focus on providing a warm welcome and more sincere approach to upselling experiences and services.
Train your staff to be digital advocates, subtly encouraging guests to embrace the tech-forward approach and increasing the use rate of your guest digital channels.
This reduces front desk congestion and frees staff for higher-value interactions.
Looking for a real case study on how a hotel promoted digitalisation with tangible results? This article would reveal how Grand Hyatt Kuala Lumpur achieved it.
2. Digitised Guest Communications
The trusty hotel compendium, a relic of the past, is due for a refresh.
Making the switch to a digital compendium is a low-effort way to significantly enhance the guest experience by providing instant access to hotel information, spa menus, and local attraction recommendations.
Digital guest compendiums eliminate the need for bulky printed materials, saving costs on printing and distribution. Additionally, maintaining digital content is easier and faster than constantly updating paper copies, saving staff time and frustration.
3. Requests Made Easy
Let’s face it, calling for extra towels isn’t exactly a high-value interaction for anyone.
A user-friendly digital platform allows guests to request amenities, order room service, or book spa treatments – all at their convenience. This frees staff from fielding repetitive calls, allowing them to focus on more complex needs and guest interactions.
Empowered staff are more productive staff! For more on optimising hotel productivity through staff empowerment, this article suggesting 9 often-mentioned and some lesser-known strategies might interest you.
Pro Tip: Integrate your guest platform with your hotel operating system. This creates a seamless workflow, ensuring requests and room service orders are routed effectively to the appropriate department and fulfilled promptly.
Extra Pro Tip: Go further and implement a platform that offers multiple services, allowing guests to manage everything from their wake up calls to facility bookings in one place. This reduces confusion and saves both guests and staff time spent on communication.
4. Amenity Reservations
Creating a digital avenue for hotel guests to book amenities or facilities with limited capacity can significantly enhance the guest experience and boost hotel productivity.
Whether it’s reserving a slot in the kids’ lounge, booking a session with a private trainer at the hotel gym, or securing a time for skating at the hotel’s ice rink or in-house hot spring, offering these options through a mobile platform is highly beneficial.
Guests can easily make these reservations on their mobile phones, reducing the labor required for manual booking entries.
This method also helps avoid potential booking conflicts and miscommunications that often arise with manual record-keeping.
Digital platforms keep a clear record of all transactions, and many even offer phone notifications to remind guests of their bookings.
This convenience not only improves the guest experience but also streamlines hotel operations, allowing staff to focus on other important tasks.
5. Feedback and Resolution
Guest feedback is the gold standard for improvement.
But waiting until check-out can lead to a low starred review that you will have no way of reversing.
Automation can help with that. Mid-stay surveys delivered through your guest platform allow you to gauge guest satisfaction in real-time.
This proactive approach lets you address any concerns immediately, turning potential negatives into positive experiences before they snowball into bigger issues.
Faster resolution translates to happier guests and less time spent firefighting problems later.
6. Next Level Personalisation
The digital age gives us access to a wealth of guest data.
Technology can help make sense of the data and guide you to provide even better service. It can provide you with details on past preferences and suggest personalised touches – perhaps a birthday upgrade or a curated room service menu for dinner based on guest’s dietary restrictions.
Tech empowers staff to create those “wow” moments that turn guests into loyal brand advocates.
Imagine a hotel staff surprising a guest with pastries from a bakery based on her previous feedback and experience – that’s personalised service that elevates the guest experience and makes your staff shine.
A Word on the Future
Technology is constantly evolving, and data privacy regulations are becoming more stringent.
Partnering with a reputable hospitality tech company ensures you’re compliant and have access to the latest innovations.
Remember, the future of hospitality lies in collaboration. Who knows, maybe by teaming up with a visionary tech company, you’ll be part of the team that creates the next breakthrough in guest and operational technology!