Millennials are fond of traveling. 78% of them prefer spending their money on traveling experience instead of adding it to their savings account. 40% of US consumers saved enough capital in 2022 to go for a vacation because you know everyone has different priorities. The figures must have given you a clear idea that people are always ready to spend their money on tickets and book the best hotels for an unforgettable stay. Hence, it is a wake-up call for the hotels to be prepared around the clock.
Hotels need to understand that nowadays, travelers don't invest hundreds of dollars just to sleep in a new room. They want to take home memories, a convenience to remember, so they can stay in the same hotel instead of trying another one where they are not sure about the level of ease. Customized services show them that the hotel remembers minor details regarding their preferences.
There is no doubt that technology is there to serve the purpose of improving the guest experience, but the warmth and reliability of human staff have still not lost the charm of attracting more vacationers. Hence, being a hotel owner, you need to maintain the perfect balance between tech-powered methods and human hospitality, as that will play a beneficial role in offering excellent guest experiences. Be honest with yourself, even if you want guests to suggest your hotel to others.
Now, without wasting another second, let’s tell you the ways you can keep your hotel distinct from other rivals.
What Does The Current Traveler Want?
First, it's important for you to understand the needs of the current traveler. Those days are gone when the hotels were booked as an excuse to lie in bed all day, repeatedly dialing the number of room service and requesting sleeping suits. Today’s traveler needs way more than that. They want a hotel that is capable of offering them their favorite amenities, facilities, services, and nearby attraction sites. Those should be so top-notch that they regret leaving the premises, and when they return to their usual routine, they cannot stop praising you.
A person does not forget any individual who made them feel special. The same formula applies in the case of hotels, too; your personalized service means a lot to existing and new customers. It can be in the form of room upgrades, meal restrictions, local suggestions, and asking whether your guests require anything else, especially the ones with small children.
How convenient is it to stay at your hotel? The less problematic, the better. You cannot expect the guests to choose your hotel if they experience issues only during the booking stage. Your reservation procedure must be super easy, and this includes an easy online reservation, fast check-in and check-out, and access to your hotel’s information, menu, and services. Remember, the modern traveler does not like any kind of disturbances throughout their stay. You can end the barriers by putting an Online Management System into action. The software will elevate your staff’s work by aligning the operations and providing guests with a wonderful experience.
The Importance of Balancing Tech and Human Touch
What is the definition of the best guest experience? The answer is using a balance of technology and human connection.
A hotel property management software is the technology you need. It will help your staff to streamline operations. Be it automated check-ins, keyless entry, or asking for room service assistance with the help of mobile, the advancement steps forward to free workers from checking on what guests require or interacting with them by going all the way to their floor and addressing their issues.
Hotels also collect and analyze data to customize the experience according to each traveler. For instance, recommending local attractions based on a guest's interests or providing room preferences aligned with previous stays. Guests expect easy access to information and services. Guide the guests in using mobile applications, setting up the in-room tablets, and exploring the online portals. These tools can facilitate them with everything from room service menus to local weather updates. So the guests know what to eat and what to avoid in case they have any kind of allergies and when the perfect time to explore the outdoors is.
Technology does boost your guest’s stay, but no matter how appealing the advancement looks, it still cannot steal the magic of the human element. Your guests will feel happier when they are welcomed by the reception staff, a smile to say that no matter what problem comes, they are ready to assist, and they can also suggest the latest eateries. This is something that the machine is not skilled to do so.
Ways To Achieve This BalanceLet’s say you're a guest, tired of the usual hotel drill. Endless check-in lines, forgotten requests, and a generic "How can I help you?" greeting. You open the hotel’s website and book the room. The next minute, you will receive an email from the hotel asking about your requirements. You respond by giving the necessary instructions. On the main day, you are greeted by your name, and the staff cross-checks your details in seconds and shows your room, which is set exactly how you told in the mail. After completing your stay, you leave your review in the form of five stars and share the hotel’s details with your social circle, stating that you stayed at the best hotel in that area.
A) Giving out and gathering information by email prior to the stay
When you know that a particular guest will be arriving in a few days, send them an official email to inquire about their requirements so they find no reason to complain. This can include:
- Guest Preferences: Dietary restrictions, room preferences, preferred amenities, or any specific requests.
- Details Of Their Arrival and Departure: Noting their accurate arrival and departure times can help your room cleaning staff to prepare the room so the guests find it in spick and span form.
- Special Days: If they have selected your hotel to celebrate their birthdays, anniversaries, or honeymoons, then make sure you make it super special for them.
B) Sending a pre-check-in form
There will be no harm in sending a pre-check-in form, as that might impress your guests. Filling out the form can reduce the waiting time, and the staff can shift their concentration to keep customers happy. What to add to the form?
- Necessary details: Enter sections where guests can fill in their names, contact information, and arrival/departure dates.
- Choice of payment: You can ask them for the payment choice and credit card details for authorization.
- Room preferences: If not already provided.
C) Gathering relevant guest information
Collecting and utilizing relevant guest information is essential for creating personalized experiences. This can include:
- Travel history: Previous stays at the hotel or other properties within the same group.
- Loyalty program membership: Recognizing and rewarding loyal guests.
- Social media profiles: Understanding guest interests and preferences.
D) Sending a pre-check-out form
A pre-check-out form can simplify the departure process for guests and reduce the workload for staff. The form can include:
- Final bill review: Guests can verify charges before checkout.
- Departure time confirmation: Ensuring accurate room availability for incoming guests.
- Luggage handling requests: Arranging for luggage storage or transportation.
E) Centralizing guest reviews
Monitoring guest reviews from different platforms can provide valuable insights into the guest experience. By centralizing this information, hotels can:
- Identify trends and areas for improvement: Pinpointing recurring issues or compliments.
- Respond to guest feedback: Address concerns and thank guests for positive comments.
- Showcase positive reviews: Building trust and credibility.
Why mycloud PMS is the Best Hospitality Technology Partner
mycloud PMS is a leading name that is helping hoteliers bring meaningful transformation to their operations from booking to checkout. It works efficiently with over 200 tools, providing quality solutions that elevate guest experiences while simplifying hotel management.
We aim to make guest experiences exceptional for our clients by offering a comprehensive basic plan that's easy on the wallet.
The platform is helping hotels adapt to evolving hospitality trends with advanced technological features to create a safe and comfortable environment for guests, especially after the post-COVID period. You can try a demo that showcases its features and benefits that are driving innovation.
The fact that it has won HotelTechReport's Certificate of Excellence for three consecutive years (2021, 2022, 2023) and 34% of its user base being that of luxury hotels shows how far it has been trusted in meeting expectations.
Ready to See It in Action?
Experience the power of mycloud PMS firsthand. Schedule a demo today and see how it can elevate your guest experience and streamline your hotel operations!
