HOSPITALITY THE ‘CONNECTED HOTEL’ USING TECHNOLOGY TO BECOME THE ‘CONNECTED HOTEL’ IS THE
ROUTE TO A SPEEDIER POST-COVID RECOVERY, SAYS DAVID MEZUMAN, CHIEF EXECUTIVE OF GUEST EXPERIENCE START-UP DUVE
he Covid vaccines rollout is giving businesses increased optimism as vaccinated populations show tremendous yearning for that long-awaited holiday. New studies show that people are booking hotels and WUDYHOOLQJ ZLWKLQ WKH fiUVW VL[ PRQWKV RI being vaccinated. Hotels are successfully operating in
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a different state of mind post-Covid, using new digital solutions to improve FXVWRPHU H[SHULHQFH DQG RSHUDWLQJ procedures. Here are some lessons learned from our customers:
1) GUESTS ARE READY AND WILLING TO ENGAGE Hotels have been positively surprised at the level of guest cooperation. Contactless check-in and pre-arrival
communication have proven successful as 70% of guests go through digital procedures and provide documents in advance of arrival. Engagement rates are even higher
for hotels that implemented mobile keys, as guests interact with their hotel app each time they open their door. Travellers now feel safer and more
comfortable engaging with their hotel digitally before arriving. Guests say WKH\ HQMR\ WKH EHQHfiWV RI KDVVOH IUHH check-in and a more pleasant guest H[SHULHQFH DV TXHXHV DUH HOLPLQDWHG One concern for hotels had been
maintaining personal interaction with guests. But hotels have been reporting that with the nuisance of arrival
DAVID MEZUMAN
formalities out of the way, staff are freer WR DGGUHVV JXHVW TXHULHV ZLWK HDVH
2) THE MORE PROACTIVE, THE BETTER With new regulations to follow, guests H[SHFW KRWHOV WR SURYLGH WKHP ZLWK information. Immediately after booking, hoteliers must connect with the guest WR OHW WKHP NQRZ ZKDW WR H[SHFW Proactive hotels that send out
information and recommendations, DQG LQYLWH JXHVWV WR H[SORUH RSWLRQV SULRU WR DUULYDO KDYH H[SHULHQFHG positive feedback. And they have tapped into additional revenue streams by upselling food and beverages, spas, parking, and meeting rooms.
3) THE BAR IS HIGHER Before the pandemic, hotels were searching for online check-in solutions with features that would allow them to
avoid a crowded reception area or speed up peak hour pressure. 7RGD\ H[SHFWDWLRQV IURP
technology are much greater. The DGYDQWDJHV RI WHFKQRORJ\ EHQHfiWV DUH now taken for granted as people continue to maintain social distance. ,QWHUDFWLQJ ZLWK JXHVWV UHTXLUHV WKH
ability to reach out in more than just the obvious touchpoints and via channels they are most familiar with such as WhatsApp, SMS and chat. And hotels need to connect to all
guests, not just the main booker, which opens new opportunities for better communication and upselling.
4) MORE THAN JUST GUEST COLLABORATION When integrating new technology, take LW WR WKH PD[ E\ EXLOGLQJ FROODERUDWLRQ between teams and employees. Hotels where staff are connected
and invested in the idea of tech platforms see more successful results both in terms of revenue and RSHUDWLRQV 7UXH EHQHfiW UHTXLUHV WKH involvement of all departments, from support, to food and beverage, events and more. Once all staff understand the capabilities of digitising guest communication, generating new ideas becomes a breeze. Hotels that successfully adopt and
implement these digital solutions and achieve the goal of becoming the ‘connected hotel’ will come out of Covid stronger.
TRAVOLUTION.CO.UK — SEPTEMBER 2021 — 13
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