Tech Talk

Recent posts

Enterprise System Pitfalls: Summary
Today I’m wrapping up a series of posts on the broad topic of Enterprise System Pitfalls. In this series, my hope was to help shed light on the primary problems that cause us to miss budgets, fall short on capabilities, or completely fail when implementing an enterprise system. 

The Year in Review
 
As 2019 comes to a close, it’s time to count our blessings. One of mine has been the privilege (and fun!) of being able to reach out to so many interesting companies and get them to tell me what they’re doing that’s different, disruptive, and game-changing. The list of things I have to write about in future columns has only gotten longer in the nine months since I started writing this column.

Sustainable Innovation
 
Sustainability can yield multiple benefits to hotels. Saving energy and water yields direct cost savings. Revenue can be generated by guests who prefer to deal with businesses that minimize their environmental impact. And many would argue that conserving scarce resources is simply the right thing to do.

Meetings Innovation
 
The sale and delivery of groups and meetings is perhaps the most significant and under-automated functions for many hotels. Even though groups often account for 30% to 60% of revenue, most group bookings are still handled manually for most if not all of steps, as they move from a meeting planner’s research to a confirmed booking.

The biggest enemy to any system is complexity. In a system of inputs and outputs, such as an enterprise system, more complexity means more parts are used in interaction with inputs to create the outputs. Every part that must be built and maintained costs time and money



want to read more articles like this?

want to read more articles like this?

Sign up to receive our twice-a-month Watercooler and Siegel Sez Newsletters and never miss another article or news story.

x
 

How Hotels Can Enhance the Guest Experience With Beacon Technology

by Brendon Granger
Understanding and anticipating individual guest needs lies at the heart of offering a superior hotel experience. To offer evermore tailored and personalized levels of service, it’s now possible to access an unprecedented amount of customer data via sources such as mobile check-ins, online bookings, loyalty programs and past spending habits.
 
Alongside this array of information, a growing number of hotels are investing in beacon technology to gain insights into personal preferences and market more effectively to guests as they move around the property.
 
So how does beacon technology work, and what specific ways can it be deployed for maximum benefit?

How Does Beacon Technology Work?
 
Used in combination with a hotel app, strategically placed beacons allow a guest’s movements to be tracked during their stay. As they come within range of a specific beacon, they receive a push notification that commonly includes useful information or an exclusive deal relevant to their location.
 
Back in 2014, Marriott International installed beacons at a select number of properties as part of its LocalPerks push-messaging program — which has since been rolled out to 500 hotels. When guests download the relevant Marriott app, they need to activate the Location Services and Bluetooth on their smartphone.
 
Once opted-in, Marriott can then push basic details about hotel amenities along with special location-based offers.
 
This all obviously requires that individuals are happy to give up a certain level of privacy and personal information, which means hotels must clearly explain how being tracked during their stay can enhance their whole experience.
 
With that in mind, here are just some of the ways beacons can be deployed to deliver a host of diverse benefits.
 
1. Streamlined Check-in
Rather than queuing at the front desk, beacons allow guests quick and easy access to their rooms. As they walk into the hotel lobby, a beacon can send a push notification that automatically brings up the reservation, enabling them to digitally check in without delay. Not only does this speed up things for customers, it reduces the time staff need to spend dealing with lengthy queues. Going further, a welcome message on arrival could offer a discount off a room upgrade or a meal at the hotel restaurant for that evening.
 
2. Understanding Guest Behavior
By tracking where guests spend their time around the property, beacon technology can deliver a wealth of insightful data. For instance, a person might split much of their time between the spa, pool and fitness center. This would imply that they value health, well-being and relaxation. Using this kind of broad data, future marketing could be personalised to include the type of deals that would be most likely to appeal. In this case, a 20 percent discount off a luxury spa treatment or a free VIP fitness session could act as a tempting booking incentive.
 
3. Enhanced In-room Services
When a beacon detects a guest has entered their room, it can also act as a trigger to automatically turn on in-room features such as the lights and air conditioning. If it then detects a guest is in their room later in the evening, a message might be sent to their smartphone to remind them about the in-room dining options. Using the hotel app, a person could then browse the menu, pick a favorite dish and place their order — all without having to move from the comfort of their bed.

4. Tailored Offers and Promotions
By knowing a guest’s location, relevant and timely offers can be sent that take advantage of likely buying intent and heightened states of receptiveness. This is a far more effective approach than sending generic offers in the hope of piquing a person’s interest. For instance, a 2-for-1 meal deal could be sent to a guest’s phone as they approach the menu board at the hotel restaurant. Specific preferences (accessed via loyalty membership data or previous hotel app interactions) can then be used to help personalise these deals by recommending dishes or drinks that someone is most likely to be tempted by.

5. Promote Special Events and Tours
An increasing number of travelers head on holiday intent on exploring the destination and local neighborhood. Once guests arrive at your property, you could send them a push notification with a helpful notice such as, “Ask about our local sightseeing trips and exclusive guided tours.” By positioning beacons around public notice boards in your lobby or social spaces, this same approach can be used to promote any special events your hotel might be hosting with exclusive discounts for early sign-ups.

6. Helping Guests to Navigate
From a practical perspective, beacons can be incredibly useful to help with navigation around a hotel — especially for larger properties. Instead of having to ask staff for directions, mobile users can simply use their installed hotel app to navigate to their room and other geo-fenced areas such as the spa, restaurant, pool or fitness center. In addition, beacons can be utilized to create interactive tours, highlighting noteworthy attractions or points of interest to guests as they stroll around the resort.

Making the Most of Beacon Technology
If you’re considering installing beacon technology at your property, look at the areas guests are most likely to require information on/or make a purchasing decision. When you understand when and where they’re most receptive, you can provide valuable assistance and push relevant marketing messages that influence decision-making.
 
Ultimately, beacon technology has the potential to enhance the entire hotel experience. By gaining unique customer insights, you can personalize your service to meet guest preferences and needs in real-time. In turn, this can help maximize upsell opportunities and increase the average spend of each guest during their stay.

About The Author
Brendon Granger
Director
Technology4Hotels


With a great passion for all things hotels, but in particular technology and a desire to help others, his role as director at Technology4Hotels allows him to do both.

Brendon has worked with hundreds of hotels to help them with their in-room technology. In the last few years he has helped them to increase guest satisfaction, strengthen guest loyalty and encourage repeat bookings as well as win awards such as the best business hotel, best city hotel, best upscale hotel and best luxury hotel in Australasia.

Always going the extra mile, Brendon began his hospitality career over 25 years ago working in five-star hotels whilst completing his bachelor of business in hotel management. He has held various management positions within five-star hotels, worked as a consultant in both hotel feasibility and technology and has an extensive background in hotel technology.

 
Comments
Blog post currently doesn't have any comments.
Leave comment



 Security code