Selecting the right technology to support your guest experience is crucial. Your technical ecosystem supports your hotel communication, guest personalisation and convenience while also keeping your guest’s data secure and providing you with comprehensive insights to your hotel.
First and foremost, your technology should strongly support a reliable, seamless experience for your guests. The technology should be easy to use, with interfaces that make sense and represent your brand effectively. Your technology is an extension of your brand and should therefore create an experience to complement your overall experience strategy.
Guest data is sensitive, this means that your technology must offer security and privacy for your guests. Ensuring your technology is GDPR and privacy law compliant is a very important factor for your ecosystem, with options for guests to opt-in and give permission for marketing use and data retention.
The world is your oyster when it comes to integrations for your ecosystem. It is far easier now with open Property Management Systems to integrate your solutions right the way through your guest experience. Integrations streamline hotel processes giving your team and your guests the right information when they need it without manual intervention from your team.
You can map out your guest experience and select solutions which are complementary and integrated to remove friction points from your ecosystem.
When considering a guest-focussed approach to your technical ecosystem, you should certainly consider mobile technology and self-service solutions.
These offer your guests convenience and save time, while also automating your back of house processes.
Solutions like Altitude’s Guest App with mobile keys enabled allow guests to both access their rooms and your hotel’s amenities and services from their own device.
Personalisation
Consider how your technology can help you personalise your guests’ experience. Guest-focussed technology offers channels to collect relevant information about your guests and provides you and your team the opportunity to convert that information into loyalty-generating guest service. Determining guest preferences, accurate segmenting and pro-active experience design all ensure your guests receive relevant and personalised communications, arrival and in house amenities and exceed their expectations.
Features like Chatbots and Live Chat offer guests real-time support through either automation or direct contact with your team. You can field questions, feedback and resolve issues as and when they happen giving your guests immediate responses and resolutions.
Finally, your ecosystem should provide you with comprehensive insights to your overall business. Data analytics collated from all elements of your ecosystem should yield important analytics that can support your decision making, through feedback, guest behaviour, key performance indicators, revenue metrics, competitor analysis and more. Consider how you can use your ecosystem to your advantage, change up your reporting and delve deeper into your solutions for relevant and business and guest-focussed insights.
To learn more about how you can create your guest-focused ecosystem with our Guest Experience solutions, check out our downloadable guide; A Hotelier’s Guide to Digital Guest Experience below or fill out the form to get in touch!