Tech Talk

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Merging High Tech With High Touch to Create a New Hospitality Paradigm
Posted: 03/23/2023

One of the key challenges facing today’s hoteliers is that of high tech vs high touch. Does technology conflict with personalized service? Is it possible to offer both during the same visit? And can hotels that utilize technology in favor of human interaction achieve guest loyalty?

Business travel is picking back up and families may be taking their first or second real vacations since the pandemic cancelled so many plans just a few years ago. To ensure that guests have the best on-site experience possible, hoteliers are increasingly looking to new technologies to make their stay more comfortable than ever. With an advanced property management systems (PMS) and integration platforms, hoteliers can increase operational and staff efficiency, but also meet changing guest expectations for a high-value but relatively low-touch experience. We looked ahead to see what changes we expect to see sweeping the hospitality industry this year.

Long-term readers of this blog know that I rarely focus on a single company or product. My goal is to help readers understand new and emerging technologies, when and why they might be useful, and what to consider if you are buying them.

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The Future of Hotels
Posted: 02/21/2023

Hotels have always been a high-touch low-tech business. Today, and into the foreseeable future, hotels are moving away from the pure ‘people serving people’ model towards a more high-tech low-touch business, and doubling down on digitalization. In the paragraphs below, I envision ways in which tech can innovate and enhance the guest experience throughout the guests’ 6 stage hotel journey: Imagine-Book-Stay-Report-Recommend-Return.

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Definitely Doug 2/10/23: Planning for June
Posted: 02/10/2023

The question I have heard most often in recent months is “where are you going in the last week of June?”. As most readers are aware, two trade shows featuring hotel technology are scheduled during the same dates that week. Many of you are still undecided which to attend. Knowing that your decision will be based at least in part on where others are going (hoteliers and exhibitors both), I decided to try to get some real data that I could share.

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8 Ways to Meet Your Hotel Guests’ Expectations

06/07/2018

by Nimesh Dinubhai

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.