Guest Experience: The Linchpin of the Hospitality Industry

By CIOReview | Wednesday, June 19, 2019

Pioneering technologies can lend a hand to overcome the traditional challenges in the industry to deliver an enhanced, seamless, guest experience—the keystone to long-term success.

FREMONT, CA: The hospitality industry is getting a rapid makeover since the new entrants stand like threats to the business, and the clients demand unique experiences available. Technology investments revolve around those who can enable both constancy and sensitivity in superlative experiences all through the breakthrough, booking, accommodation, and support phases of the trip.  In order to gain a name, within the hospitality industry, the company must change their state of mind from the traditional industry strategy to one, which can see the future of technology besides, picture the transformation of the guest experience. 

Low boundaries and moderately expected demands have distinguished the hospitality industry in the past. Organizations that lead at the front-end of the technology adoption curve experience fewer benefits and added risks. Hospitality organizations that show resentment to any change such as speed, suppleness, and precision in their working can gradually fall out of favor with potential customers as well as the struggle to hang in the competitive. The company should evaluate if an on-premise or cloud technology can be suitable for the working and also use guest data pooled with survey feedbacks to figure out the necessary reactions from the marketplace.

There are multiple hotel brands under one roof, so it is essential to include customer demands along with the best way to spend their investments, time, and resources. Hotels that operate beneath a franchise model occasionally need buy-in from various decision makers to create an impact by making specific changes. It is significant to make sure that the company website is updated and the booking process is seamlessly performed with mobile optimization abilities to create a remarkable first impression on the guest about the brand. The use of technologies should be exposed to the staffs, allowing them to efficiently answer the guest queries without any delay.

Hotels are one of the largest data keepers, with records of personal information about their guests, from credit card numbers to home addresses. It is vital to secure the data with advanced, effective technology, as hospitality companies use personalized guest data to enhance the customer experience. Companies should implement cloud for increased security, which includes carrying out regular audits of policies, procedures, and operations, on the cloud.

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