At this time of year, it is usual to catch up with the trends that will be seen in 2017 in this or that field. Web trends, design trends, social media trends… And today, technology trends for hotel management.
We have chosen the technological novelties that will appear this 2017 but also some changes that in 2016 have already seen the light, but that will be this year when they will explode globally.
energy optimization and ‘green customers
Manage your hotel efficiently. Energy savings will benefit you, your CSR and even your customers. A clear example of a satisfied customer thanks to energy management is Hilton Worldwide and its ‘green customers’.
With the creation of LightStay technology, Hilton Worldwide was able to reduce its energy costs while improving customer service. Both the facility manager and guests could control the lights, water consumption and room temperature via their mobile device.
Customers were rewarded for being ‘green customers’ based on how well they used the eco-efficiency application. In this way, Hilton Worldwide was able to set spending targets for all its hotels, collect data and analyze its investment.
Don’t forget that more and more of us are concerned about the environment and that being an eco-efficient hotel will be a plus and a point of differentiation for your business.
the difference between a loyal customer and a loyal client.
Loyalty point programs have become so commonplace that they no longer attract attention and don’t really add to the guest experience. It’s not enough for your repeat customers to just get points for being loyal to your brand.
Loyalty programs have some limitations that are no longer allowed this 2017. If you want your customer to feel unique, you will have to provide them with individual experiences previously worked on the data you have about them.
Your goal this 2017 is to turn your loyal customers into loyal prescribers. And this involves working with new software technologies. You must find a CRM that allows you to filter, segment and work with your database to the maximum. And, of course, to offer you real-time reporting and analysis.
If you want to approach your customers in an authentic way, learn from the example of Kimpton Hotels. Among other actions, Kimpton hotels provide their guests with a fish to keep their children company during their stay (and if they so wish). It is an original way to break away from standardized point-based proposals and gain loyal customers. Those kids are going to ask their parents to stay at a Kimpton hotel on their next trip, all to get a fish back in the room.
a hotel without reception
How do you get the front desk staff to connect with guests while offering the option of bypassing the front desk for check-in? With technology. Mobile devices are available to any guest and are the perfect platform to connect customers and staff in a different way.
Through mobile applications, guests can meet the staff even before arriving at the destination. Digital relationships are already considered as such and accepted by a large public. In this way, the guest can feel welcomed by the hotel staff, know that help and information is just a click away but, if desired, can also go completely unnoticed.
Izelai is an example of a hotel without reception. A convenient, fast and queue-free check-in system that enhances the experience of this target that seeks simplicity and practicality. The reception of the Izelai hotel is comparable to an ATM.
New technologies, the answer to an experience-demanding customer
The High Value City Travel Report 2017, after analyzing data on travelers, suggests differentiating the terms experience and activity as of this year. Tourists are increasingly demanding a personalization of their trips and this is what they will value most when choosing their accommodation.
According to IE researcher Jörn Gieschen, delivering memorable guest experiences will be a strength for hotels and destinations. Gieschen advises turning everyday activities into high-value experiences for travelers. How? Again, the answer is technology.
In fact, according to the same report, new technologies are one of the determining factors in the growth of urban tourism, which already accounts for 22% of leisure travel. Travelers are increasingly choosing city tourism because they understand that they will have more leisure options and, therefore, will live experiences.
Mobile technologies and apps facilitate both the booking of the trip and the search for information before and during the stay. Remember that travelers want to save time and this can also be achieved through these mobile applications.
you can learn about your guests’ interests and with mobile apps you can offer them exclusive activities and digitized information even before they arrive at their destination. Offer them, for example, a guide with the locals’ favorite restaurants, so that they feel like one of the locals at the destination.