Company insight
as 24 hours in advance of their stay, access their rooms, and check-out using only their mobile device – completely bypassing front desk queues. By clicking links provided through text messaging from the resort via our rGuest Express app, guests can request anything from room upgrades to excursions during the pre-check-in process. This contactless engagement gives resorts more information with which to provide a seamless personalised service upon arrival. The rGuest Express – Kiosk also allows guests to skip long lines at the front desk and continue the contactless guest experience.
In addition, with the driving trend in hospitality innovation being the support of physical distancing, mobile guest check-in, room access and check-out capabilities bring significant value for resorts who seek to deliver “touchless” alternatives on the other side of the pandemic. The mobile check-in experience further creates “virtual touchpoints”, which can translate to upsells and cross-sells for a bit of a revenue boost. Operators can use it to extend promotions to guests via their mobile devices, enticing them to spend a little bit more than they would if prompted by a front desk agent. Ultimately, the aim is to improve the guest experience and increase efficiency while simplifying operations.
Set the standard
Businesses must find ways in which flexibility and choice can continue to be delivered throughout the guest’s stay. Resorts can embrace omnichannel ordering solutions that include online ordering for room service, take-out, and delivery, in
creating a uniquely personalised time on the links, increasing item sales, and maintaining an undistributed guest journey.
The app allows for an entirely contactless experience if that is what the guest prefers.
addition to kiosk-based quick-service ordering and app-based ordering and payment. For F&B ordering, a quick scan of a table-side QR code to view a menu or pay a bill can increase table turnarounds, while mobile table reservation and seating solutions eliminate queues around the host station.
More attention can be given to the particulars of guest activities too, such as golf and spa. Take golf, for example. Technology developments will enhance player experiences but with an emphasis on supporting a contactless environment. For instance, golf carts are being equipped with software that allows players to buy retail and F&B items during their time on the course. The technology will then use geolocation-based functionality to deliver items directly to the player’s cart, thus
How technology can help Resorts can use technology to monitor and act on guest trends and behaviours in venue, but data is crucial. If a guest is choosing to adopt the digital way of interacting with the venue, then you can start to build a profile for that individual, understanding their likes, dislikes, where they like to sit and eat, and how frequently. This is all important information and can be further enhanced through the offering of loyalty platforms, whereby guests can increase their points through each touchpoint during their stay. This data can be used as a key tool to interact with the guest upon departure – which, just like self-service check-in, can be completely contactless. Through the app, they can continually check their bill as everything is up to date, in addition to paying and departing without coming face-to-face with anyone if that’s their preference.
When is the holiday truly over? Once the guest has arrived home, resorts can begin obtaining customer feedback. From analysing the overall feedback and behaviours of their stay, will the guest return, or is there the potential to lose them elsewhere next year? Through the collected data, resorts can understand how the guest can benefit from other packages and use secondary selling to redefine their experience, having tracked their digital footprint throughout their stay. It’s all about customer service, and digital technology is an enabler to ensure the guest comes back.
Overall, resorts should utilise digital technology to enable a guest experience that is quick, efficient, informative, and seamless. At Agilysys, the main goal is to ensure each visit a guest makes to a resort is better than the last by helping the venue to drive an efficient operation and collect crucial data, which enables them to improve from a customer service perspective. Ultimately, the digital footprint avoids complacency and puts the resort on a road to continued success. ●
By monitoring guests’ habits and preferences, the app allows hotels to improve their overall experience. 40
www.agilysys.com Hotel Management International /
www.hmi-online.com
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