Why hotels need to embrace a mobile-first mentality to offer a seamless guest experience - Insights

Why hotels need to embrace a mobile-first mentality to offer a seamless guest experience

Mobile-first culture

The rise of mobile devices has changed the way we consume content, share experiences, communicate, purchase and interact with businesses. With phones taking over and simplifying the life of peoples, we expect everything to be accessible at our fingertips and today’s brands need to accommodate these new customer expectations.

Large hotel brands like Hilton and Marriott have already recognised that mobile is not yet another advertising or distribution channel but a key part of our lifestyle. Not only have these big hotel groups adopted a mobile-first approach, but they have also realised the significance of communicating with guests on their preferred platform. Rather than asking them to interact with multiple pieces of technology or different touchpoints at different stages they offer a seamless guest experience.

Customer journeys can be still very often messy. Too often hotels are far away to be innovated and guests are forced to use many multiple points of contact during their stay: use a tablet to check-in; turn on the TV in their room to get information about the hotel; fill out forms and leave them hanging on the door to order in-room service; call reception to book extra services, like spa treatments, and so on. Even though guest satisfaction, rating and reviews are paramount in the hospitality sector, the customer’s journey is fundamentally broken.

Mobile-first experience

Modern hoteliers need to adopt a mobile-first approach across their company in order to be there, be useful and quick. 85% of global travellers have one sort of mobile device with them and prioritising mobile should be a key component of your business and marketing strategy.

Hilton developed a personalised hotel app that allows guests to book directly, choose their preferred room type, use a digital door key to skip long waiting queues at their reception, gain loyalty points and more. However, you don’t have to be a big corporate hotel group to have your own branded app. Hotel tech providers such as Criton give independent hotels access to the same technology to stay competitive in the hospitality industry.

Criton enables accommodation providers to digitise guest information and wrap all pieces of technology within one app that guests can download on their own phone. From in-room ordering to location-based push notifications and loyalty programme, your own branded app can truly provide one single portal for guests to use to interact with your staff.

Mobile-first guests

To remain competitive in today’s hospitality industry, it is vital that hoteliers understand the needs of modern travellers are and how to utilise mobile technology to deliver exceptional customer experiences. With so many technology products available on the market it’s difficult to know what is best for your business.

Criton published a definitive guide to today’s tech-savvy guests for hoteliers. The eBook details how you can meet the needs of modern hotel guests and how mobile apps help to deliver a great guest experience and increase revenue.

Click here to download your free eBook today

More information on Criton, please visit their website: www.criton.com


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