Mobile For Hotels: Driving Revenues Via Self-Servicing Mobile Applications

In an industry where “Service is King”, a positive guest experience is a critical factor to succeed. Happy customers become loyal customers and are the best brand ambassadors. More so in the current social media age, where a customer can immediately share his reaction on your services with his friends and the rest of the world.
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However, the new-age, mobile armed customers are hard to please. Their expectations are soaring with no room for compromise. Long waits in check-ins, in-accuracy or delay in room servicing or non-availability of mobile booking facility can be a big turn-off. Hotels, on the other hand, already reeling under the financial pressure due to economic downturn are finding it tough to match up to the expectations. This is where mobile self-service apps can play an impactful role in delighting guests by  giving them more control in meeting their stay requirements and also help hotels boost revenues and profitability.

Self-service apps benefits

Self-service mobility tools like mobile check-ins, mobile keys and service request apps can help hoteliers improve their guest experience, get more guests, optimize resources, improve staff productivity and ultimately cut expenses and improve margins.

Taylor Short of Software Advice says “Mobile apps are essential self-service tools for hotel brands who want to add revenue through strategic up-selling, convenient room service ordering, pushing targeted offers to specific guests or direct messaging with customers—all on the smartphone the traveler carries everywhere.”

App-oppurtunities in hotel guest cycle

Whether it is pre-sale, point-of-sale or post-sales, there are ample opportunities for hoteliers to use mobile self-service solutions and improve comfort and convenience of their guests. Agrees Taylor, “Mobile apps can replace the typical in-room menu and list of services that clutter the desks or nightstands. Travelers are constantly on their smartphones or tablets anyway, so give them access with the app to anything they would want during their stay, like spa reservations, concierge recommendations and information about local hot spots.”

• Check-ins: Mobile check-in apps can enable guests to check-in via the app available in their smartphone from airport or any other place before his visit to the hotel. This will keep the hotel informed about the arrival time of the guest helping it keep the room ready.
• Mobile Keys: Once the guest check-ins using his mobile app, an NFC (Near Field Communications) technology based keys can be sent over-the-air on his mobile device. The guest can then bypass the check-in line and head straight to his room, unlock the door using his smartphone.
• Guest Servicing: While he enjoys his stay in the hotel, he can use his mobile device to access various services like ordering food and drinks and room servicing etc. Location-based functionality in mobile apps can be used to guide guests to various facilities in the property like gym, spa, saloon and casinos etc.
• Check-out: Just like the check-in experience, the check-out process can be made easy and quick, eliminating the front desk stop. The guest can use the app to initiate check-out process, get the bill amount on his device, pay the bill using card swiping machine or other payment methods available, connect with the service staff if required and book a cab or a ticket for his/her onward journey.

As we have discovered, self-service mobile solutions can play a huge role in driving more revenues by streamlining operations, improving guest experience and getting more customers. There are several other benefits as Taylor points out, “Hotels should encourage guests to interact with them directly through the app with comments, concerns or questions. Not only is it a convenient way to engage customers on a personal level and increase satisfaction, but it can be an incredibly valuable source of feedback and criticism that hoteliers can use to improve operations.”
Our latest eBook ‘5 MUST HAVE MOBILE SOLUTIONS FOR THE HOSPITALITY INDUSTRY‘ dwells further on the role of mobile customer engagement solutions in detail. Download it to discover how mobile can help you delight guests, boost productivity and improve profitability.