Hoteliers may customize their guest experiences using technology to create digital touchpoints rather than face-to-face communications.
FREMONT, CA: As the hotel industry prepares to reopen, it's critical to provide a more personalized guest experience. Creating distinctive and memorable moments will set businesses apart from the competition in a more intense environment than ever.
The current guests will influence prospective guests. When the stakes are higher, people are more cautious while making reservations. A positive guest experience will result in a positive online reputation, which will increase the bookings.
Hoteliers can use technology to customize their guest experiences by providing digital touchpoints rather than conducting face-to-face encounters. Digital technology must not insinuate a less personalized approach or a bad guest experience. Hotel technology is designed to help the sector improve the guest experience.
How to create a more personalized guest experience?
Guests are increasingly searching for more personalized and unique experiences to make their trip more memorable. According to research, 87 percent of consumers prefer to do business with travel companies that provide customized experiences.
Personal communication channels
The use of messaging services has been rapidly increasing. Younger generations, in particular, like to chat with their preferred brands instead of calling or emailing them. So now is the time for hotels to adopt these channels and communicate with their visitors in a more personalized and conversational manner through these new channels.
Relevant communication only
When it comes to exceeding the guests' expectations, being proactive is crucial. The hotel can send one communication to guests who booked through an OTA, another to VIP guests, and another to returning guests if they segment their audiences adequately. But businesses must not overload the visitors with unnecessary information.
Virtual concierge services
A hotel chatbot can do a lot more than merely chatting and exchanging data. It can also act as a virtual receptionist for the guests, assisting them with room service requests, offering maintenance tasks, and providing recommendations for things to do in the area. Train the chatbot to make restaurant, bar, and museum recommendations, for example. It's an excellent way for the hotel to stay in touch with guests while they're away from the property.