Why hotels should embrace technology

Technology and hotels are the perfect match.  You could say they aretwo things which work well in trying to accomplish the following things:

a – Enhancing the guest experience

b – Increasing productivity and efficiency.

From the simple functionality of a smartphone app where guests are ablue to view resort information, to the clever way of “chatting with a host” just like you would do with your friends when sending an SMS… there are no boundaries.

For the millennial traveller who can do almost everything on their smartphone; the ability to order additional amenities or to inform housekeeping that your room can be serviced takes just a few precious seconds and is perfect for those who are always on the go. I’m a huge fan of hotel mobile applications who offer this service as I simply cannot stand having to dial on the in-room telephones and wait ages for someone on the other end to answer. I used to just walk down to the front desk as it was quicker. No joke.

Companies have been slowly working on technology like this for a number of years, and it looks as though almost every major hotel chain may now have their own mobile-app or even offer keyless entry to guest rooms (your phone is your key). From quirky things like a TV in the bathroom mirror, to guest rooms being equipped with their very own iPad which is like “mission control”; the potential is huge.

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Technology can have such a positive impact, that some hotels actually issue their staff members with earpieces; so they can receive requests on-the-go.

Another example of this would be so the valet and discreetly inform the front desk that “Mr Montgomery” has arrived, so by the time I walk into the lobby and approach the desk, I am greeted by name. I actually experienced just that at the Four Seasons Resort in Orlando; and I was beyond impressed. Little details like that make the guest feel special and can really enhance their experience and potentially contribute to repeat business.

There is still a little way to go before we might be able to use our own smartphones to order room-service for a particular time and customise the meal, but I’d say we are pretty close.

What do you think about hotels embracing technology? Is it a step forward for the customer experience? Or do you prefer the times when you simply had to go to the front desk to speak to someone?

Posted in Airport Hotels, Hotel & Resorts, Hotels, Travel and tagged , , , , , , , , , , , .

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