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When people go on holidays or travel for business, they often stay in a hotel. Staying at a hotel can be a great experience. However, in today’s digital era, when travelers are informed and well connected, their perceptions and desires are changing. Nimesh Dinubhai shares the power of the personal touch to make all guests feel valued. 

Consumers are growing more comfortable using smart devices at home and while traveling. Asking their AI-enabled products to do everything from opening the front door to turning off lights has become almost second-nature. However, realize that the more Internet of Things (IoT) devices you connect to your network, the more possible access points to your IT systems and data stores you open for cyber attackers. Dean Coclin looks into the risk of devices and security measures to protect them from intruders.

A recent study finds that 89 percent of sites leave their users' accounts potentially exposed to hackers due to unsafe password practices. Do yours fall within the majority? Geneva Rinehart discusses which websites might need a password update. 

If the 2017 holiday season taught us anything, it’s that consumers are not just eager but ready for voice search engine technologies. They were the season’s hottest trend in gift buying, whether it was smartphones with voice search capabilities or digital virtual assistants like Apple’s Siri, Amazon’s Echo and Google Home. Nimesh Dinubhai talks about the importance of implementing voice techonology now to stay ahead of the curve.

May 25 is quickly approaching, and the streets are abuzz with GDPR. Hoteliers are struggling for guidance and everyone has a thought or opinion as to what getting to GDPR compliance means. The worst part is so many hotels receiving incomplete or faulty information and will be in for a rude awakening soon. David Durko gives a checklist for hoteliers to focus on compliancy as the deadline quickly approaches. 



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8 Ways to Meet Your Hotel Guests’ Expectations

06/07/2018


When people go on holidays or travel for business, they often stay in a hotel. Staying at a hotel can be a great experience. In earlier days, most travelers’ expectations were limited to clean and comfortable rooms. However, in today’s digital era, when travelers are informed and well connected, their perceptions and desires are changing. It is very significant for hoteliers to understand these changing needs of diverse travelers to stay ahead the competition. 
 
With the power of technology, information and personal touch, hotel industries can deliver the best possible hospitality services to all their valued guests. 
 
1. Personalization
In a 2017 survey, it was found that about 50 percent of U.S. consumers check their emails 10 times a day, and they prefer to receive updates from hotels by email instead to direct mail, social media sites or mobile applications. To get updates and information about hotel discounts and offers, more than 80 percent of users prefer emails to be personalized. 
 
By personalizing your email messages, you can increase your open rates and click-throughs.  
 
2. Relevance
Your messages must be relevant. When posts or messages are not pertinent to travelers’ interest, they tend to ignore them or unsubscribe from hotel promotional emails. Learn about your guests’ interests, preferences and desires. If possible record them in your CRM so that you can send them customized mails.
 
3. Timeless
Never send your subscribers untimely messages as it can disturb them and also encourage them to unsubscribe from your promotional mails. Look for patterns and provide offers accordingly. It will help attract more customers. 
 
4. Fulfill Customers Requirements
It is not always about holidays or business. People travel for various reasons, therefore it is essential for hoteliers to understand that the need of travelers change according to the nature of their stay. In fact, many business travelers prefer bleisure trips to make their journey memorable. 
 
Your staff should be very supportive and fully cooperative. Your staff should ask your guests about their staying needs, experience and feedback. It will create a positive image of the hotel in customers’ mind and also help you to serve the guest better. 
 
5. Transparency
People appreciate authenticity. They don’t expect excellence, but they do expect hotels to be fully reliable and authentic. When customers receive trust from the hotel, they will continue to use it and also prefer it to others. 
 
So, you should be transparent in marketing messages and hospitality services.  
 
6. Memorable Moments
Travel can be tedious and boring, especially if it is long. Travelers love surprise and glad moments that turn their tediousness into a relaxing and happy experience. 
 
Figure out some ideas from guest profiles and encourage your staff to go to the extra mile. However, it does not have to be royal gesture. It is just about the special care and a little attention that can make a big difference. 
 
7. Dependability
When customers are loyal to your hotel, they expect loyalty in return. Use your database to identify royal and valuable customers. Show them that you appreciate their feedback and are committed to serving their requirements over the long term.   
 
8. A Seamless Experience
Travelers want their stay to go smoothly with no unpleasant events or disappointments. You should invest in the latest tools and technologies so that you can send the right messages through the right channel at the right time. 
 
By using the power of technology, you can provide your guests’ expected services without any delay or errors.  
 
About The Author
Nimesh Dinubhai
President
Websrefresh


Nimesh Dinubhai completed his studies in 2003 and launched Websrefresh to help businesses grow their ROI. He also owns two Arizona hotels, one of which earned the Historical Hotel Award in 2014.

 
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