There’s an App for That
Apple may have trademarked ‘There’s an App for That’ but I don’t think they even saw what 2020 had in store for us.
In order to meet the challenges of the COVID-19 landscape hoteliers must implement mobile technologies at every possible touch point of their guests’ journey.
As the COVID-19 situation develops and hotels move towards a contactless way of working they can take advantage of mobile technology in several different ways in order to ensure they are able to adjust and adapt to an ever-evolving market.
Concierge Service Improvement
Now more than ever guests prefer less if not any interaction with reception and concierge. From the very beginning of a guest’s journey hotels must consider utilising messaging prior to guest arrival, encouraging them to download their hotel branded app outlining the benefits of using it. This will help to make a better customer experience by enabling guest choice.
A hotel branded app will allow guests to book and pay for various services as well as access full orientation of the hotel, including opening hours, room availability and room service by using a mobile application. At the time of check-in hotel apps enable a fast check-in process by use of a digital key to unlock doors, reducing unnecessary face to face contact and queuing.
To ensure your branded hotel app provides the best return on investment (ROI) it is important that all hotel information is input into the app and is consistently updated with regards to health and safety precautions that will help to protect your guests during their stay. This could mean informing guests of the extra measures in place whilst dining at the hotel.
Keeping the app updated with hotel information and the measures in place will help to improve customer communication whilst reinforcing any necessary messages you need to relay during this period of uncertainty.
Consider your Target Market
It comes as no surprise to the market that millennial’s are more likely to book trips away quicker than any other age group. This group is more cost-conscious and less risk averse, it may be worth hotels looking at several key sales messages to push through the app in order to tailor more towards this group.
By using your app to implement new initiatives such as a grab-and-go breakfast that guests are able to pre order and take with them either back to their room or whilst off out exploring; gives your guests a variety of choice and will be popular with this age group.
It is important that hoteliers consider how they utilise their branded hotel app to improve guests’ experiences. Hoteliers should take advantage of a mobile and tech first market by personalising their messages to their current guests.