All posts by Monique Manning

Easy Ways to Simplify the Hotel Check-In Process for Customers

No one wants to wait in line for the front desk anymore.

This is true for practically everyone, but especially “swipe left, swipe right” millennials, who have grown accustomed to instant gratification.

When they arrive at a hotel, today’s travelers expect efficiency. And when they don’t get what they expect, they complain. And when they complain on TripAdvisor or Yelp, word spreads fast, damaging your brand and your bottom line. That’s why hotels are investing in technology that enables them to simplify their check-in procedures and provide personalized service to their guests. In some cases it means eliminating the traditional stop at the front desk altogether.

Travelers and hotel guests are driving the technological revolution that is now changing the face of the hotel and hospitality industry. In particular, mobile devices are transforming how guests manage their entire stay, from beginning to end.

Research Insights

Consider this — in a hotel.com survey of nearly 10,000 travelers representing 31 countries, 76 percent said their mobile device was their favorite travel accessory. This research also revealed

that 42 percent of people globally have booked a hotel using their mobile device.

But most interesting of all was this takeaway from the research: Increasingly, guests expect alternatives to the traditional hotel registration desk, including automated check-in and the option to pay with their mobile device. Technology companies for the hotel and hospitality industry, like

StayNTouch, are meeting this need.

Strategies & Tips

Are you interested in making check-in fast and efficient for your guests while increasing your hotel’s profitability? Begin streamlining your hotel’s check-in desk today by incorporating these strategies and tips:

1)Add check-in kiosks

Among U.S. travelers, 44 percent of respondents told hotel.com that they would be willing to check themselves in at a hotel kiosk. Many hotel chains like Hyatt are already doing it.

Ideally, kiosks should be placed in the lobby. Invest in a technology that has capabilities beyond self check-in. For example, some software solutions enable guests to also review their reservations and program their room keys. Keep in mind that kiosks should be easy to use, because most travelers are encountering them for the first time.

Some hotels are experimenting with a hybrid model. They assign iPads to lobby staff to check in guests at the front desk or in the lobby.

Instead of lining up in front of the registration desk, guests are greeted by hotel ambassadors who sit down with them in comfortable couches. Guests can enjoy a glass of wine while hotel hosts use an iPad with a credit card reader or a laptop to check them in.

2) Allow hotel guests to use their mobile devices for remote check-in

The writing is on the wall!

In a survey of 500 millennials, a whopping 90 percent said they would be interested in using a mobile device for check-in.

Remote check-in can be web-based or via a mobile app like Zest™.

Guests can typically log on to your app, search for available rooms, and make a selection based on their needs. Some hotels include remote check-in as a benefit for loyalty club members. Some apps can also function as high-tech key cards.

Apps can be used for more than expediting hotel check-in. Use it as a marketing tool to educate guests about the hotel, offer them discounts and special offers, or sell them other items.

3) Introduce early check-in flexibility…for a fee!

Another way to simplify the registration desk and create more happy clients is to be flexible with check-in time.

The traditional 3 p.m. check-in time is unrealistic for most travelers, many of whom are arriving via long-haul flights that often arrive in the early hours of the morning. Who wants to deal with check-in after a red-eye?

Customer-focused hotels should consider introducing a flexible check-in policy. Allow guests who want to arrive early to pre-pay for early check-in. Imagine the goodwill it will create when your customers learn the old-school check-in desk has been streamlined.

It’s yet another smart way to generate additional revenue for your hotel while putting a smile on your customers’ face. It’s quickly becoming an industry trend among large and smaller properties alike.

Benefits

By simplifying and automating their check-in process, hotels will see a significant return on their investment. The benefits they will receive from investing in technology and in their frontline employees include:

Optimal guest experience that is efficient, convenient and hassle-free

When guests can manage the entire process on their mobile devices or via lobby kiosks — from booking their own rooms to handling hotel check-in — they feel empowered, respected, and valued. They will be back!

Reduce costs

Self-service check-in means your guests get to cut the line in the lobby while your hotel cuts labor costs. That’s a win-win!

Brand reputation protection

In the old world, when hotel guests had a bad experience, maybe they told their friends and co-workers about it. But nowadays, with the advent of social media, word of mouth travels far and fast. When guests are made to wait, the hotel pays a steep cost in damage to its brand and its bottom line.

Free up front desk staff

Self-service check-in and automation streamlines the front desk, freeing up staff so they can focus on other revenue generating strategies.

The most important thing, as with all new technologies, is to make sure there’s an onboarding process and plenty of training for hotel staff.

Keep it Simple

Standardize your processes so they’re uniform and easily understood by all team members and hotel guests. At the end of the day, technology is meant to simplify complex and time-consuming processes and procedures for your staff and guests. So have fun with it, but always keep it simple.

Why Users Love Self-Service Technologies

Self-service technology is having a transformative effect on the world around us, particularly on consumer behaviour and the way we interact with businesses. More than 85% of consumers have used a self-service kiosk and according to a SOTI survey, given the choice, consumers are more likely to tap self-service technology versus employee-led options.

Self-service is growing exponentially in all areas of retail, hotels, restaurants, healthcare and banking environments with customers increasingly opting for, and increasingly expecting self-service technology options. So, what is it that makes self-service so appealing to customers?

Self-service is faster

A problem that customers have when using the traditional route of assisted service is that they must go somewhere to use it and have to wait in line in order to get the service they need. But with self-service technology, it was designed to increase convenience. Evidence shows that kiosks reduce the time customers wait in line. The airline industry witnessed a 60-second drop in service times when they incorporated self-service kiosks, while a number of restaurants have noted that kiosks cut the time to take orders by nearly half and similarly, rental car brands such as Alamo and Enterprise report that self-service kiosks also reduce check-in times by half.

Reducing service time not only improves the customer experience but also increases sales. A Harvard Business Review study shows a 7 second reduction in average service time, which has been linked to an increase in market share of up to 3%. Research by Taylor and Francis points to a “positive and significant relationship between [self-service technology] and service quality, loyalty and behavioral intentions.” The result is usually happier customers who are more willing to try the service again, leading to increased sales.

Self-service allows customers to take control

Customers want more control over their interactions with your business—and the more you can put them in the driver’s seat, the happier they’ll be. While the concept of self-service may, at a glance, seem to contradict the everyday luxuries associated with the hospitality experience (having staff dote on each guest), many guests now crave more control throughout each touch-point preferring a more convenient, frictionless experience. In many instances, having complete autonomy over your user experience and the way you interact with a brand is, in fact, perceived as a luxury.

Not only that but self-service offers a more personalized option for the consumer; because self-service technology can be configurable to match the changing needs/situation of a consumer, it can adapt and be in flux with consumers’ changing needs, desires, behaviors, etc. letting the guest have full control over what they want their experience to be.

With self-service, there’s less room for error

Even well-trained, experienced workers can make mistakes when interacting with the customers. Mishearing a customer’s order or service request can lead to mix ups and consequently increases the number of irritated customers. However, when using self-service technology, the margin of error shrinks significantly and there is an increase in the accuracy of consumer transactions. Because the customer is the one in control of the transaction in self-service, the customer does not have to rely on an employee to make their service request or transaction accurate. By doing it themselves, customers are taking charge of how they are using a service and are less likely to make mistakes.

The truth is, automation exists because we want it. Customers are increasingly opting for self-service because we love the convenience, the efficiency, and the accuracy. When done right, self-service provides a more personalized and expedited experience.

Self Service versus Human Touch: Finding the right balance in your hotel

Customer engagement and satisfaction is one area that is continually linked with a shift towards automation, especially as AI and self-serve platforms become more developed and gain further recognition for their ability to drive efficiencies whilst offering customers speed and convenience. By 2020 – which is only a few short months away, it predicted that 85% of customer interactions will be managed without people and customers will still have “conversations” with businesses – but without the need for staff.

When it comes to the hotel industry, traditionally, the guest experience has been defined by human interaction(s) between guests and staff but over the past few years, as technology evolves and guest expectations change, self-service is now becoming an expected part of the travel experience. Guests expect ever more personalized, convenient and streamlined interactions with hotels and their staff. This leaves travelers preferring self-service options that prioritize convenience at every turn, whether it’s making reservations and check-in by smartphone or kiosk, accessing a virtual key from their mobile device, communicating with staff via text messaging etc. As a result the hotels have introduced a variety of high-tech innovations designed to meet demand and revolutionize the guest experience – everything from robot concierges to iPad ordering, mobile check-in, there’s no shortage of technologies filtering their way onto hotel properties – But how much self-service is too much, or too little? How do you find the right balance?

As self-service technology continues to evolve and gain popularity, it can be tempting to jump on the tech bandwagon and give your guests free reign over everything from check-in to check-out. However, guests desire and require various levels of automation and personal touch throughout their stay journey, making it important to strike the right balance and mix between automation and hands-on, interpersonal interaction. Before rushing to implement any new self-service tech, consider the business goals of the hotel and, more importantly, the needs of guests. Ask yourself “who benefits” before implementing self-service procedures – are you doing this to enhance your guest experience, or only because it’s “in” right now. Technology must be deployed based on a rigorous evaluation of a hotel’s business goals and guest requests. Otherwise these very same “innovations” will simply be technology for technology’s sake and can end up having the opposite of their intended effect.

The inclusion of self-service, one-click technology that boasts a fast, frictionless experience is not meant to replace the traditional touch-points of interpersonal interaction with staff and high-touch attention – it’s meant to complement it. Hoteliers should use technology to enhance, not lessen, the human element within the guest experience.

On-going digital reform is undeniable. Self-service isn’t just the wave of the future; it’s the reality of the present and ultimately, the need for technological investment. However, the dedication to a service model that is both accessible and personable remains paramount and hoteliers need to ensure they provide the kind of service that their guest desires, offering as many options for engagement as possible.

Benefits of Check-In/Out Hotel Kiosks

Self-serve hotel kiosks have exploded in recent years, offering a variety of benefits for hotel management and guests alike. These kiosks can check guests in and out as well as issue key cards, streamlining the check-in process while freeing up employees to complete other tasks. Let’s take a look at the primary benefits of modern self-serve hotel kiosks so that you can determine whether they are right for your lobby.

No More Lines

The main benefit that comes to mind when first considering a self-serve kiosk is the ability to cut down on queues at the front desk. Even with minimal hotel staff on hand, kiosks make it easy to address the needs of multiple guests at the time. Your guests are sure to appreciate the streamlined check in and out process — especially if they are running late. Smart kiosks can check in guests using their names, confirmation numbers, or by scanning an ID. Not only does this provide a more convenient guest experience, but it also improves operational efficiency for your team.

Liberate Your Staff

Self-service kiosks free up your staff from needing to conduct the mundane check-in activities for every guest. They will then be free to have more meaningful interactions with your guests and address their needs in a personalized way. Face-to-face interactions between your guests and your staff can then involve topics like advice about the local area, service requests, or just friendly conversation.

Improved Guest Data Use

When your guests input their own data into your kiosks, they are less likely to make mistakes when it comes to spelling or email formatting. This data can then automatically be registered within your Property Management System and inform other aspects of the guest experience, such as special requirements and room preferences. Your business benefits through the clearer picture this creates of your guests. This valuable information can be used to improve facilities as well as inform marketing strategies. In addition, you can collect guest emails and other information that they volunteer for promotional purposes.

Flexibility to Fit Your Needs

Whether you’re just looking for a simple self-check-in option or a way for guests to interact with other aspects of their stay, you can use self-service kiosks to help achieve the key business goals of your hotel in an aesthetically pleasing way. You can place kiosks near your front desk, in a casual sitting area, or in any other location where your guests could use a self-serve service.

More Revenue-Generating Opportunities

When guests use your self-serve kiosks, they’ll be able to browse upgrades and extra services at their leisure. This is an attractive option for guests who would prefer to avoid in-person upselling tactics from your staff. Your kiosks can display a number of upgraded amenity packages which your guests can instantly add to their bill. The best part about using a self-serve kiosk as a revenue source is that there are no additional labor costs.

Provide a Personalized Experience

Once a guest logs into your kiosk, they can be addressed in a personalized way. You can use guest data from your Property Management System to inform the experience that you deliver via your kiosks and deliver a kiosk interaction that is unique to them. For example, you could use images from their home country as a way to make them feel welcome.

Give Customers a Choice

Even if a guest chooses to talk to your staff rather than use a self-service kiosk, they will still appreciate having the additional options available to them. More than ever, guests like to feel empowered with a range of self-service options. These include features like being able to message the front desk or order room service with an app. Self-service kiosks fit into the greater theme of personalization and on-demand dynamics that drive the modern accommodation industry.

As you can see, self-serve kiosks offer a wide variety of benefits to your hotel. Your employees and your guests will both appreciate the autonomy that kiosks offer, and your overall marketing strategy can be boosted by the analytics that they provide. Keep in mind that not all self-service kiosks are created equal. The StayNTouch Zest™ Station is the leading choice for hotels looking to provide an optimal self-service experience. These kiosks weave into your greater PMS ecosystem to deliver a more modern and streamlined hotel experience.

Self-Service in Hospitality: Can Customer Retention Thrive without a Human Touch?

Technology-based self-service is everywhere these days enabling users to accomplish a wide range of tasks – from banking, to ordering pizza, checking luggage at the airport, checking into a hotel – even accessing your hotel room. People are increasingly expecting some level of automation because, in many cases, when handled correctly, it provides a quick and friction-free interaction, improving the customer experience.

Due to a combination of evolving consumer expectations and advancements in technology continuing to transform customer service interactions across industries, experts project that by 2020 (which by the way is now only a few short months away!) more than 85% of all customer interactions will be handled without the need for a human agent.

In the hotel industry, this is a frightening prospect for some hoteliers who still believe that machines can’t independently carry out a hotel’s most basic function i.e. to provide great service. Machines, for them, are unable to contribute to a culture of service in a hotel and exceptional guest service requires intuitive responsiveness and human sensitivity, a skill impossible for a machine to perform. Human beings alone are capable of delivering communication, as well as the ability to perceive any underlying biases that could be affecting an interaction with a particular guest.

And while one cannot argue with those statements, as Joseph Weizenbaum, a German-American Professor at MIT, wrote  “AI cannot, by definition, successfully simulate genuine human empathy” – and that is true, there is a lack of understanding of how technology, when used appropriately, not only performs tasks that need no human empathy but can reinforce the essence of hospitality.

Self-service shouldn’t be seen as a step towards the dehumanization of hospitality, but rather a way to make those human touch-points more personalized and intentional. With automation hoteliers have more opportunity than ever before to revamp and empower their customer service strategy. Self-service technology and automation improves the customer’s experience by allowing hoteliers to hire the best human beings for the most important customer-facing roles. And, by combining the two intelligently, hoteliers can provide the optimal customer experience that each customer expects.

And by intelligently, we also mean balance. Too much automation is just as bad as too little. With self-service and automation offering the ability to revolutionize the guest experience a number of hotels are upping the customer service ante by adopting new technology that provides guests the option of removing the human element. However, the problem with this sudden rush to implement new solutions is that it often happens without considering the business goals of the hotel and, more importantly, the needs of guests.

A longitudinal study that looked at the long-term effects of self-service technology reposts that if you try to go full throttle on the self-service technology at the expensive of human interaction, your strategy is doomed to fail—but, by the same token, if you ignore self-service technology completely, you’re also doomed to fail. A level of human interaction is necessary to balance the automation, and, some level of automation is necessary to balance customer expectations. The optimum use of self-service technology comes from replacing human interaction where it does not add any value, and increasing it where it does.

The bottom line is that self-service and automation now play an important role in delivering exceptional guest service. While technology on its own doesn’t make for a great hotel stay or solely retain customers, it comes from using a combination and, a thoughtful application of, high-tech tools complemented by a human touch.

Self Service of the Future: The Autonomous Travel Suite?

Over the last few years, we’ve witnessed a widespread consumer shift towards self-service automation. With so many options to access services independently such as online banking, shopping, TV and music streaming, the debut of Amazon Go’s first automated retail stores, Uber – the list goes on, the self-service model is rapidly growing in popularity across industries. For many consumers, it represents an exciting opportunity to experience a fast, efficient shopping or service process that puts them in control and maximizes their time at the simple touch of a button. In a recent survey, 66% of shoppers admitted they prefer self-service technology over interacting with a retail sales associate.

As self-service technology continues to evolve and gain popularity, it’s not at all surprising that when it comes to hospitality, self-service options are becoming an ever-expected part of the travel experience, from hotel check-in and airport kiosks to car rental stations, keyless entry to hotel rooms, mobile concierge and more. Self-service tech provides a myriad of operational benefits and for the guest they satisfy their convenience cravings and deliver a more streamlined, consistent experience.

Self-service technology has the power to transform the customer experience so it’s not overly startling to learn that many hoteliers are looking for more opportunities to tap into the on-demand self-serve dynamic that so many modern guests seem to prefer. However, how far are hoteliers willing to depart from the traditional values of hospitality to meet customer demands for convenience? How about a self-driving, staff less, mini hotel room on wheels that could pick you up straight after work and drive you to your destination? Well, now it seems that one day, you may be able to travel without ever leaving your hotel room – or ever meeting anyone for that matter.

Toronto-based Aprilli Design Studio is producing the Autonomous Travel Suite which combines the idea of a mobile hotel as a new form of hospitality and advanced transportation. The suite – which was a grand prize winner at this year’s Radical Innovation Award – will accommodate up to five guests and comes equipped with basic sleeping, working and washroom functions, with the aim of allowing guests to use their travel time more efficiently and productively.

Hoping to launch by 2030, the vehicles which will be driver-less and battery-operated, will offer door-to-door pick up and drop off of passengers and travel of up to 10 hours on a single charge. Travelers would simply specify the destinations they want to visit via an app, and the interface will analyze the best routes to take. Any necessary services can also be requested through the app.

The company has also strategically considered travelers’ desire and preference for perks of stationary hotels and have included in their plans a hotel chain of Automated Travel Suites across road networks. The stationary “parent units,” which the Autonomous Travel Suites can dock into, allow customers to recharge their vehicles while also enjoying the amenities of traditional hotels such as a meeting rooms, spa, pool, and gym, along with housekeeping etc. The design studio also anticipates that nationwide hotel chains may be interested in adding a fleet of driving suites to their brand – which is an interesting concept in its self.

Does the idea sound far-fetched? Well, not really. Companies like Renault are creating self-driving luxury lounges for business people on the go, and Volvo’s 360C autonomous car which functions as a bedroom, living space and work office. Plus if you think about it, besides a few niggling issues like battery power and laws around driverless cars – which by the way have already been tested by some companies on the streets of some U.S. cities and in London, the idea, while it sounds, and looks quite futuristic, it’s actually like a personal taxi or rental car that doubles as a hotel room or even a bit like an RV except no one has to take driving duty. So, beside the autonomous bit, consumers are already familiar with all the other parts – plus this is built with convenience in mind.

Aprilli have already suggested that the suite is not designed for long-distance travel but envisions it to be cheaper than regular travel and accommodation costs meaning it could be strong competitive form of inter-city traveling bringing impact on conventional transportation and hospitality industry – again something that does seem quite plausible.

While it’s early days yet, if ATS evolves beyond its concept phase, it is possible that it could revolutionize or redefine the way we use hospitality services and the way we travel.

Only time will tell.

Here’s to 2030.

How Self Service has the Power to Improve the Guest Experience

The hospitality industry has historically been bound to its traditions. In the business of making others feel comfortable and welcome – the foundations on which the hotel industry is built on – hoteliers defined the guest experience by their personal interactions between guests and staff, believing that long-standing traditional values can only be successfully delivered and received as a face-to-face interaction.

But as any savvy hotelier knows, the current hospitality landscape has outgrown those traditions. With technology enabling increasingly convenient lifestyles guests now have a desire to take control of their stay. Where guests previously expected to be greeted with cheerful front desk staff, they now prefer a self-service check-in option, allowing them to bypass lines and interact with the hotel freely (and immediately). Moreover, guests today expect customized service with a low-touch flair, allowing them to express complete control over their hotel experience.

Self-service hotel technology entering the hotel space has caused some needless apprehension for some luxury and boutique hoteliers believing it could undermine the human touch many travelers appreciate. While there is no doubt that the relationship between hospitality and technology is a balancing act, by providing guests the choice, has the power to improve the guest experience. Here are just a few ways how:

Convenience

We are living in a self-service world where you can buy groceries and check-in for flights without interacting with a single person. With technology enabling increasingly convenient lifestyles guests now expect a certain level of control over their stay. This means guests already have preconceived expectations about their stay at a hotel and if it doesn’t match the standards they set in their own life, there’s going to be problems.

Research has found that 80% of customers prefer to self-serve options to get the information that they need. Modern guests, especially those of the millennial generation and younger, are continuously demonstrating a desire for increased mobile functionality and convenience. This desire conceptualizes in the form of integrated hotel apps, mobile check-in, and mobile keys, just to name a few. In fact, it is reported that guests using a digital key generally rate a hotel seven points higher than traditional key card guests.

Personalization

An increase in self-service technology also translates to an increased opportunity to gather guest data at every touch point for improved personalization. Such data can include previously occupied rooms, special requirements and notes, customer preferences, amenities used, company information and so on. Hotels can then use this data to create guest profiles and save preferred settings. This allows hotels to both better customize communications and respective offers for various guest segments and also to ensure guests’ expectations are immediately met (or better yet, exceeded) every visit.

In the hospitality industry where customer experience is everything delivering personalization can pay dividend. It only takes one bad experience for 25% of customers to defect to competitors but for those that excel at creating memorable personal customer experiences, the rewards are clear. Such hotels can achieve revenue gains of 5 to 10 percent and cost reductions of 15 to 25 percent within two or three years.

Engagement

There is a misconception that self-service may seem to be a model that decreases engagement with staff or a brand and compromises the human aspect of the hospitality, when in fact, the opposite is true. Self-service encourages a different kind of engagement. It complements and enhance existing hotel services allowing your staff to further service guests.

Self-service solutions allow staff to be less transactional and focus on establishing more personal, genuine connections with guests. Hotel employees are no longer confined to stationary positions within the lobby or left to guess what guest expectations might be. Instead, staff can freely move around the hotel and service the guests wherever they are. A Cornell Hospitality report highlighted brands that provide a consistently exceptional hotel stay via technology “are not only able to remain relevant, they can also strengthen guest loyalty, motivate return visits, increase average daily rate, and drive incremental hotel revenue.

The tradition of limiting service and interaction to just your hotel staff and physical property is being outgrown by the ability of technology to automate and make many processes easier for guests. Offering guests the choice of self-service improves their overall stay experience. It doesn’t change the basic values of hospitality, it helps you to continue delivering an exceptional service but now with more efficiency.

How to Keep Connected with Guests in an Age of Technology

In today’s online world, there are more ways than ever to stay connected with your customers. The hospitality industry is all about providing a positive accommodation experience, and technology can help make this happen. While some may see increased tech use as a sign of decreased human interaction, when used wisely, technology actually can bring people together. In this post, we’ll explore the ways that your hotel can stay connected with its guests through the proper use of new technology.

Utilize Customer Service Chat

Online chat is the preferred mode of communication for many customers, especially those who are tech-savvy. When you expand the available channels for customers to get in touch with you, they’ll be able to communicate using their preferred method. This increases customer satisfaction overall and allows you to more swiftly address any issues or concerns that may arise.

In this day and age, not everyone wants to pick up the phone to dial the front desk. Modern property management systems allow you to keep in touch with customers via mobile apps and communicate in a way that your customers are comfortable. Platforms such as StayNTouch Zest™ also allow your guests to check in and out of your hotel via their mobile devices. This helps streamline the customer experience and provide a more convenient check-in process for hotel staff and guests alike.

Stay Active on Social Media

A strong social media presence is one of the best ways to stay connected with your guests. Your success on social media, however, largely depends on how much you stay engaged with your customers. Thanking users for positive reviews and responding to their concerns shows them that you care and helps build brand loyalty. In addition, you can engage with other businesses to come up with unified social media strategies. For example, your hotel can partner with a local restaurant to offer promotional package deals.

Personalize Your Guest Experience

Virtually every industry is transitioning towards increased personalization for consumers. The accommodation industry is no exception. Offering a personalized guest experience and be what makes an average stay an extraordinary one, and technology is making it possible for hotels to automate the personalization process. Beyond asking visitors about what they like to see in your hotel, IOT devices can be used to automatically learn about visitor preferences and deliver uniquely tailored guest experiences.

Smart devices are opening up a new world of potential when it comes to guest personalization. Smart thermostats can be used to learn the preferred temperature for a particular guest, and automatically be adjusted before future check-ins. Imagine a personalized hotel room that knows exactly what temperature the customer wants, which channels they like to see on the TV, and even which room service products they are likely to order.

In the past, such a personalized guest experience was only possible if you personally knew who was checking in. Now, technology makes it possible to capture a broader perspective about who your guests are and what can make their experience special. In the near future, hotels will be using customer data from past visits, coupled with next generation property management systems, to offer a guest experience that is unique to each visitor.

Offer Self-Service Kiosks

Adding self-service kiosks to your lobby allows customers to skip the lines at the front desk and pick up their key directly. This enables your employees to focus on providing more conversation-based customer service while they automate the more mundane tasks. Smart kiosks such as the Zest Station™ allow you to greatly improve operational efficiency in a way that matches the style of your lobby in your hotel brand as a whole. You can also collect customer emails as needed, so you can continue to stay in touch with them, throughout their stay and beyond.

A Virtual Visit?

Some hotels are exploring virtual reality as a way to set their guest experiences apart. In-room virtual reality setups can be used to virtually transport your guests to locations around the globe or provide unique entertainment. VR can also be used to showcase hotel amenities before the visitor steps foot on the property. Imagine a prospect being able to look around one of your rooms or your lobby facilities remotely from the comfort of their home!

Tech to Stay Connected

With all the technological advances emerging in the accommodation industry, there are more ways than ever to set your hotel apart from the competition. When used wisely, technologies such as smart devices and personalized offerings can be used to more deeply connect customers with your brand and offer experiences that they’ll be sure to remember for years to come. Modern property management systems such as StayNTouch enable your hotel brand to be ready for the oncoming developments in customer connection and digital transformation.