The advances made in technology over the last decade has allowed consumers to be more self serve when it comes to shopping around for the best deals, especially in the hospitality industry. And as the mobile mad market continues to expand hotels need to be ensuring they are building direct links to this through mobile and social tools.
But it’s worth remembering that technology in hospitality is about creating the best experience for guests so it needs to have the right mix of human and digital interaction. It should be personalised, respect guests privacy but be able to offer more to digitally empowered consumers. A good example of this is the Marriott Mobile App. It allows you to make requests prior to your arrival and communicate during your stay. You can chat to the hotel direct online, or those who prefer to cut out the chat can request things through a drop down menu option. Marriott personnel can confirm these requests immediately.
Eccleston Square Hotel in London is known for its technology provided to guests. Condé Nast Traveler referred to it as Europe’s most high-tech hotel and it was also featured as one of five hotels with top notch technology by Forbes. Touch sensitive keypads that control the music and the lightening and an iPad2 in the room which acts as a digital concierge allowing guests to order room service, book a beauty apt or simply surf the net are just a couple of things this cutting edge hotel offers its guests.
From keyless check-in to ordering room service without having to call downstairs, things like apps and free Wi-Fi will help hotels deliver services their guests want without having to invest in very expensive infrastructure.
Forward thinking and being one step ahead in the digital world is an additional necessity for giving guests a great experience and successful marketing in hospitality.