Today’s nice-to-have tech options will soon be tomorrow’s need-to-have necessities in the hypercompetitive hospitality space. This PwC report shares insights into the behaviors of mobile users, and how digitally savvy, connected guests will impact hotel and resort operations. It further details what operators can do to enhance a connected guest’s experience to stay competitive in this evolving landscape.
With 75 percent of mobile users using smartphones by the end of 2014, hotel operators are well advised to take advantage of the benefits they can provide their guests. Those who don’t will cede valuable ground not only to traditional competitors, but also to new entrants with more flexible standards.
Some services, such as making a room reservation from your mobile device, are already available, with more to come shortly: In a survey of asset managers representing 3,500 hotels and resorts, two-thirds said mobile check-in will likely be the norm by 2017.
Looking ahead to the room of the future
Hotels can do much more to enhance the seamless experience for their connected guests, allowing them to use their mobile devices to: select a particular room, request a particular check-in time, preset temperature in the room, specify an extra pillow or blanket, enter the parking garage, unlock the door to the room, stream music or video from mobile devices through the in-room TV, check menus at the hotel’s restaurants and make reservations, reserve and purchase preferred services from local retailers, order drinks poolside, book a spa treatment, reserve car service to the airport, and eventually check out—all via a single app on a mobile device.
Digitally connecting the hotel’s associates to each other and to guests results in a more enjoyable, efficient guest experience. While many hotels have implemented various elements of this “room of the future” concept, the next step will enable more personalized experiences through improved tracking of customer preferences—which hotel guests provide each time they tap their mobile devices.
For example, a hotel can anticipate and fulfill a guest’s needs based on past behavior—if a guest typically orders a particular drink poolside, why not have that drink ready and waiting when the guest enters the pool area? Easy enough to do with location tracking property- wide—with guest permission.
Click here ( Adobe Acrobat PDF file) to download the complete report.
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