In the hospitality industry’s highly competitive environment, hotels are investing in technology to enable them to stay ahead of the competition and improve the guest experience. However, the technology’s dynamic nature means that hotels always have new opportunities that can help them boost customer satisfaction and improve internal efficiency. Here are ways hotels can use technology to enhance the guest experience.
Streamline the hotel’s internal operations
Technology enables hotels to become leaner and make their internal operations more efficient and smooth. Through a customer relationship management (CRM) suite, hotels can organize and manage information from a central console. This means that guest relationship executives can have access to a specific customer history when they interact with him or her. Moreover, the marketing automation group allows hotels to have personalized interactions with their guests by sending automated emails to customers as needed. With hotel technology, hotels can achieve more with less effort, and with the dynamic nature of technology, the future is bright.
Technological advancements enable hotels to target their customers and prospects better. Hotels can now target specific groups in their marketing strategies, for example, by offering deals and special offers to those who have arrived for a business conference. The ability to communicate with the target group in real-time reduces marketing costs and boosts the effectiveness.
Today, many people use their smartphones to research and even plan their vacations or business trips. Hotels can take advantage of these online users by enabling them to make reservations using their mobile devices. Moreover, enhanced analytics would allow guests to choose hotel facilities that suit their interests, comfort, and tastes. This means that hotels that do not adopt hotel technology and facilitate online reservations and other options for their guests lose a lot of time.
Reputation on the Internet
Unlike in the past, customers today are very knowledgeable and can see marketing offers instantly. Most people rely on the internet and social media to get recommendations and reviews from real travelers before making hotel reservations. This has forced hotels to invest in their social media presence through brand advocates, brand ambassadors, and influencers. Some hotels even have dedicated social media teams whose job is to check the internet, respond to bad reviews, and find ways to fix the problem. Hotels need to build a good reputation online because having a positive reputation on social media can work wonders for hotel occupancy.