What do guests really want in a modern hotel? 5 Essentials

Even though the landscape of the hospitality industry is changing, some things remain the same when it comes to setting expectations for the average hotel stay. One of those things is the mandate to create a sense of welcome and comfort. This is largely a service approach. The technology and process part of this equation is what tends to change over time.

New features, functionality, and trends in consumer culture tend to intertwine and inform each other. Some of the details have changed even since the beginning of our decade. So, what are the essentials of an exemplary guest experience during a modern hotel stay that offers a solid and flexible basis for hotel companies to achieve the central mission of welcome and comfort? Let’s look at 5 of them.

1. Clarity at the booking stage

The feeling of welcome and comfort should start as soon as a prospect engages with an offer. Whatever the booking channel – OTA sites, direct bookings on a company’s websites, apps – the offer must be clear, current and competitive at all times and on all channels.

Automated features allow hotel revenue management and pricing teams to ensure that all prospects have everything they need to make the best possible decision. They need to know what they’re getting at the rate they’re getting it. This information must be accurate wherever it is at the time. When prospects have this clarity, it’s easier for them to feel good about the booking process rather than second-guessing it.

2. Easy customization of the hotel stay

Personalization is an important and ongoing mandate to best serve the modern customer experience. Hotel property management systems that include robust guest profile information are a critical component to supporting this. But customization is best handled by allowing the guest as much control as possible along the way to enable easy customization.

This is ideally triggered by the functionality of the hotel’s PMS reservation software, prompting the consumer at the booking stage to select add-ons, upgrades and other information. Each client is different with different requirements and specific reasons for booking their stay. Giving them control at the booking stage supports them while improving revenue potential.

3. Establishing and monitoring personal boundaries through mobile technology and contactless processes

The beginning of our decade has greatly improved people’s awareness of themselves in a space in relation to others. What it also does is emphasize personal space and establishing healthy boundaries. still been important to people. By understanding this, the definition of the modern hotel stay and guest experience has also become clearer.

When a guest can check in, access the room, and be connected to services wherever they are via mobile technology and other contactless processes, control of their own experience is more easily granted to them, with as much or as little contact with others as needed. This is how the modern hotel stay should be; options according to preference that are flexible enough for their personal sense of comfort to lead the way.

4. Flexible and informed services and communications

When building any type of relationship, communication is key. Once again, hotel property management systems that allow flexibility and access to information while staff are on the move make all the difference in understanding what is needed, levels of urgency, preparedness, best response times and ultimate customer satisfaction.

This may involve the use of SMS messaging or in-app communications to proactively ensure guest expectations are met during their stay. Attention to detail and commitment to staying in contact with the guest during their stay will always be a marker of excellent service. It’s also what will stick in their minds and keep them coming back.

5. A selection of payment methods and secure transactions

Guests expect hospitality businesses to support their payment method preferences, ranging from cash to debit, credit, mobile payments and beyond. At the same time, they also don’t want to have to think twice about paypoint security and whether their transactions will involve unraveling issues related to security breaches later.

As the value of business and consumer data continues to rise, so does its value for those who would steal it for their own nefarious uses. This is an unfortunate byproduct of our times, as exponential volumes of collected data and the emergence of digital technology continue to drive business practices. Investing in both sides of the equation – extensive payment options and consistent transactional security – should always be a priority.

Need for a stable, secure and scalable platform and partnership

Since definitions of the modern hotel stay are constantly changing, it is important to continue to develop strategies that support these 5 essentials. Investing in a cloud-based technology platform above the location helps hospitality companies deliver the guest experience now in all locations and also helps them prepare for what’s to come.

Along with investing in advanced cloud technology, new insights from technology experts who know the landscape and share values ​​with the hotel brand can shed light on the right path as the industry evolves. Their insights help reveal gaps in knowledge, and even identify easy wins that the hotel brand hadn’t considered. In this, partnerships are in place to support the efforts. But they also help to challenge assumptions and initiate meaningful change for the benefit of all, especially the client.

More information

To learn more about building the future of the hospitality industry, including expectations for the modern guest experience, get your copy of this resource which addresses some of the relevant issues that have a positive impact on the outcome.

To learn more about how Infor supports the hospitality industry, see our hotel and resort technology page.

About Infor

Infor is a global leader in industry-specific enterprise cloud software. Infor’s business-critical applications and services are designed to deliver lasting business benefits with security and faster return on investment. We are obsessed with delivering successful business results for clients. More than 60,000 organizations in more than 175 countries rely on Infor’s 17,000 employees to help them achieve their business goals. As a Koch company, our financial strength, ownership structure and long-term vision enable us to foster long-lasting and mutually beneficial relationships with our customers. Visitwww.infor.com.

Aaron Stein
Marketing Director – Global Hospitality and Service Industries
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