Mobile Check-In & Check-Out: Good Results from Offering Guests Choice of Service
We’ve all seen both good and bad results of being connected via smart phones.
The bad? It seems that an ever growing number of people have their heads in their phones for increasing amounts of their day forgetting that true relationships are formed.
The good? For those who travel (90% of those reading this?), connected outreach from our travel companies simply makes for a more convenient trip. Many of the airline apps are amazingly useful…allowing real-time seat choice, putting your QR code on your lock screen, etc. I love Uber…can I get an AMEN?!!
What about hotels? I enjoyed reading this recent article written by Matthew Bailey on the online journal “Marketing: travel” on his very positive experience at the wonderful Fontainebleau Miami. He describes his recent (and only) “wow” hotel marketing experience which included timely communications, mobile check-in at hotel, mobile check-out, upgrade opportunities and more.
For me, the take-away is this…when done correctly, with the guest experience in mind, great customer service includes considering how today’s traveler prefers to be communicated with and how often, and offering choice of service. More and more these days, this means offering an integrated experience on the traveler’s smart phone.
What do you think? I welcome your thoughts and comments.