The front desk is where the staff-guest relationship begins — so making sure operations run smoothly and efficiently while also protecting guest data is paramount for every property.
Today’s hotel guests are looking for more than a friendly face at the front desk and clean room during their stay. They expect a personalized experience, not only at check-in and check-out but also at all of the touchpoints in between.
Food and beverage revenue is a big part of the US lodging industry. Technology that lets guests order food and drinks, including cocktails, and make reservations on the spot from anywhere on your property keeps foodservice revenues inside your hotel — not at bars, restaurants, or other hotels down the street.
Once food and drink orders start flowing in from those touchpoints, keeping communication flowing in the fast-paced hotel kitchen is key.
Not only can technology streamline a guest’s experience at every touchpoint during their stay; it also can help personalize each experience which increases loyalty.
Consumers are demanding innovative technology — and they want it to be mobile. Guests say these features are of moderate or extreme importance when making the decision about which property to patronize...
It’s possible with tech touchpoints property-wide
Poolside, Tableside —
Keep Up In
The Front Desk
The Importance of
Promoting hotel amenities such as food and drink options via mobile apps, kiosks, in-room tvs, and digital signage can personalize and enhance the guest experience. It can build customer loyalty and rev up revenues, too.
Journey with us through touchpoints that offer opportunities to capture more sales throughout your property.
Source: A Google and Phocuswright study, “How to Win Travelers in the Age of Assistance”
44% of guests rated technology that enables hotels to access their purchase history to provide personalized service as important in their decision to select one hotel over another.
53% want the ability to make reservation from a mobile device and other features including a mobile app which allows the guest to unlock their room with no physical key card required
Hotels are answering those demands; they report they either currently offer or plan to add these mobile features in the coming year:
What are the
Travelers and hotel properties alike are embracing this contactless technology including the importance of checking out via a kiosk.
Between 56% and 60% of hotel operators report they offer or plan to offer kiosks on their properties in the coming year...
Data shows that guests want the convenience of accessing food & beverage menus no matter their location. They rated the following as important:
getting messages sent from the restaurant to their mobile device based on their location
Integrated technology solutions can help.
For more information about how HP can help you introduce revenue-generating technology throughout your property
Self-service kiosks offer technology that can help hotels achieve both goals.
42% of guests say it is important to check in and check out via a kiosk.
...56% for check-out, and 60% for check-in
-- They make it easy for guests settle in.
They enhance the guest experience with concierge services, reduced wait times, and a contactless, safe check-in process with virtual room key delivery.
In the cocktail lounge or lobby
In the room via room service
being able to order food via their own mobile device
the ability to pay for food via their mobile device
the ability to easily make reservations online
Source: HT’s 2021 Customer Engagement Tech Study
Source: HT’s 2021 Lodging Technology Study: Reimagining Hospitality
mobile room keys
42% want the hotel to have a mobile app.
40% want the ability to unlock their guest room using their mobile phone — no keycard required.
Source: HT 2021 Customer Engagement Tech Study
The First Point of Contact:
Inside or Out
Personalization makes 75% of travelers more likely to sign up for a loyalty program.
Source: HT 2021 Customer Engagement Tech Study
They make it easy for guests to settle in.
Sources: HT 2021 Customer Engagement Tech Study, HT’s 2021 Lodging Technology Study: Reimagining Hospitality
They notify cashiers when meals are ready to be served, so cashiers can focus on customers instead of checking on orders, resulting in a smoother, more efficient operation.
HOVER OVER TARGETS BELOW TO GET THE FACTS
Over 50% of hotel operators report they plan to offer kiosks in the coming year…
Getting messages sent from the restaurant sent to their mobile device based on location
Being able to order & pay for food via their own mobile device
Ability to easily make reservations online