There’s been a lot of discussion lately about the benefits that hotel technology brings to hoteliers, but how does this technology impact guests and their experience? This is really what it’s all about – leveraging technology to make guests happier and win their hearts at every digital touchpoint, from pre-arrival to post-departure.
The reality is that guests now expect a different kind of interaction with your hotel, they want everything to be at their fingertips, from check-in to service ordering. If it requires more than a few taps on the phone it’s already too complex.
So how does a typical guest journey with a hotel look like from the perspective of a guest using the available guest-facing hotel technology?
At the moment, a digital guest journey is usually complicated by multiple systems, so here we are going to use an example journey with LasoExperience, a guest engagement platform that makes the experience seamless for guests.
How does the first digital touch point with your hotel look like for the guests? When they book a hotel room, they automatically get a confirmation email and a check-in link that takes them to the Web page where they can complete the pre-check-in for their upcoming stay in just a few steps. This means no more waiting at the front desk upon arrival and exchanging documents with the hotel staff!
With no app to download at this point, there is a frictionless flow from booking to completing the pre-check-in remotely.
If the guests are coming in early or late, they can let the hotel know during the mobile check-in and also see if there are any fees associated with early check-in. The guest then signs the reg card digitally to confirm their details and they are all good to go.
Upon arrival, guests will want to go straight to their room, no matter if they arrived early or late, and use a mobile key to unlock their room. With a platform like LasoExperience, they’ll receive an email or a text message that informs them that they are checked in, provides their room number, and a deeplink that takes them to the app store where they download the app.
When they open the app, it initializes automatically with their session providing them the mobile key and other options like guest services, housekeeping, room service, activities, and more.
During their stay, guests can use the guest app to discover a variety of events and activities that will make their stay even more memorable. Browsing and booking experiences and amenities with just a few taps on their phone is super convenient and allows guests to fully enjoy their stay – spa treatments, local tours and activities, dining experiences, breakfast in bed…all at their fingertips!
During their stay, guests will have a lot of questions and they’ll want quick answers. With a guest engagement platform, they’ll have the simplest way to communicate with hotel staff. If they need any information or want fresh towels, wake-up calls, dry cleaning, room service, poolside drinks, etc. all they need to do is text (SMS or in app) your hotel and get instant answers. It’s so much more convenient than having to call the front desk.
Allowing guests to communicate on their terms for any questions or requests they may have will speed up time-to-resolution and make guests feel comfortable communicating with your staff.
A guest experience platform is a proven way to make your guests' experience smooth from the moment they book with you to the moment they check out. A solution like this is designed with the guest in mind – it is easy to use, makes communication with your hotel effortless, adds value to guest’s stay, and allows you to better understand their needs. All of this ultimately brings a positive impact to your bottom line.
LasoExperience is helping hotels improve guest experience while maximizing guest lifetime value. Contact us to have a chat and see how we can help!