If you want to provide comprehensive, tailor-made, in accordance with binding standards hotel’s guest service, you should blow the whistle on what is currently the most important for guests. It is also significant to be able to predict what will interest your guest in the future. What do hotel guests really expect? What can you do to make the time spent in your hotel an unforgettable experience and make that guests will come back to you with pleasure? Indication of some of the problems currently prevailing in the hotel industry and ways to solve them can be found in the following part of the post.
At home we feel freely and well, we have the favorite items, facilities, and gadgets. Hotels try as best as they can adept to guests’ preferences in order to meet their needs. This is where the issue of personalization of services appears. It is extremely important that the guest feel that we have prepared a room especially for him. If we know that the guest comes to us also for work, we should put in the room all essential accessories such as a desk.
Take a notice of the service named ‘aparthotel’, which is being implemented more and more frequently, especially in large properties. It means the necessity of combine the features of an apartment and a hotel in one place. It is important because standard services owned by hotels cease to be attractive for guests, because now they are more concerned with the experience of stay than classic rental.
The issue of technology is related to this problem. Without it you cannot imagine effective work in virtually any industry, and introduced newer and newer solutions forcing us to be supermodern and even overtaking opponents. Each hotel guest has no doubt technological facilities in his home, so hotels must have them in their offer. One of such solutions can be 'smart room', which brings innumerable benefits. As the survey carried out by the HRS (Hotel Service Portal), more and more guests expect that hotels will have innovative technologies. Already 34% of guests in Poland declared that they prefer to control light, air conditioning and television via a Smartphone or tablet. In addition to satisfying guests’ needs, thanks to the 'smart room', hotel also gains process automation, energy efficiency, lighting attendance and the opportunity to focus on providing the best possible experience during stay at hotel.
As proof that technology is an integral part of any travel is the fact that currently few travelers imagine a trip without a Smartphone, tablet and accompanying applications. It is indicated by the results of a study carried out by Fraunhofer IAO in cooperation with the HRS (Hotel Service Portal). Modern technologies also appear in hotels: tablets instead of information folders, Smartphones instead of room keys and applications instead of pilots. In this way, the hotel industry adapts to the new guests’ requirements. All over the world, 44% of them voted for the possibility of having a tablet in their room, and 23% - a laptop.
According to the information provided on www.hrs.com, can be mentioned hotels with innovative technologies such as those:
Novotel München Messe****
In this hotel, guests are greeted by both a real and a virtual receptionist. In addition, there are touch screens in which guests can find the nearest exit, weather information and flights or send a virtual postcard.
Blow Up Hall 5050*****
The stylish Blow Up Hall 5050 hotel is located behind the walls of the old brewery in Poznań. There is no reception and individually decorated rooms do not have numbers. Instead of the key guests are given an iPhone, which allows they to find and open the right room and provides additional information and guidance. In addition, guests will be recognized by the system at the next entrance to the building.
Yotel***, New York
In New York's Yotel, the robot will help guests with luggage: after issuing the key in the terminal, guests can hand in their luggage to the robot. So-called. Yobot locks them in secure cabinets. Fast Wi-Fi, flat screens on the walls with the function of streaming sounds and a desk with the possibility of connecting an iPod or other devices are prepared for guests in their rooms.
It is impossible not to draw attention to the aspect of mobility while speaking about technology. As it was mentioned above, no travel can take place without a Smartphone, tablet and accompanying applications, hence it is so important to adapt the hotel's website to mobile devices. As the results from the report 'Trends 2018' prepared by Profitroom in 2017, there was a breakthrough in the global use of the Internet - over 50% of activity came from mobile devices (+ 25% compared to last year)! Unfortunately, despite this clear trend, many websites do not factor in this, which causing that browsing them on mobile devices is quite uncomfortable. Meanwhile, it is important for customers to browse selected content seamlessly regardless of the device.
Brilliantly fit into the above-described trends the application Our.Guide. It comply with the requirements of the personalization of services, because it offers the option of preparing an individual tourist guide for each guest. At the same time, it is well-prepared for working on mobile devices, so using it, for example, on a tablet is very pleasant and easy.
NOTE: Photo copyright belongs to the listed hotels or to the mentioned photographer, unless otherwise stated.
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