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The power of mobile in the guest journey

Mobile technology creates a streamlined end-to-end customer journey for property operators to deliver a guest experience like no other. Are you taking advantage of this technology at your property?

It is interesting to stop and reflect on how far the tourism industry has evolved over the past decade. We have a solution for everything we can ever want in the palm of our hands. We can search on google the top places to travel, find the trending activities and seamlessly scan our face to book and pay for our next holiday in a matter of minutes – and all through our smartphones.

Mobile technology can be used in various ways to create an easier and more enjoyable experience for guests. It can be used to provide touchless check-in/out, digital keys, room service, and digital payment. Additionally, mobile technology can be used to provide guests with enhanced information about the property and its amenities, as well as local points of interest, events, and activities. By leveraging mobile technology, properties can provide a more efficient, personalised and seamless end-to-end guest experience. Guests who feel connected and informed throughout their stay are more likely to become loyal customers and recommend your property to friends and family. With mobile, you can create an environment where guests feel like they are in control of their journey and can customise their stay to fit their needs, all while staying safe and secure. 

Smartphones are the new concierge
Be available 24/7 and have direct two-way communication with your guests. You can quickly check someone in after hours and help with personalised requests from a smart device. This will connect your after-hours staff with your guests and communicate promptly to their needs. You can also use your smartphone to provide guests with information about the local area, such as restaurants, attractions, and more. Additionally, you can use your smartphone to provide guests with directions, weather updates, and other helpful information. It's a great way to ensure your guests have an enhanced experience during their stay.

How to use mobile for an holistic guest journey
Before beginning this process, ask yourself which PMS provider you use and what they can offer you. Having the right technology that is built on a concrete foundation is essential to develop your digital mobile guest journey. For instance, you can access RMS' guest portal, which has an easy-to-use mobile interface that allows your guests to connect with your property. You can control how you want guests to check in, offer specials or packages and send marketing communications. Think of mobile as an extension of your property or accommodation, like a digital assistant who can relieve pressure on your staff. When implementing this type of process at your property, you must be sure the technology it is easy to navigate and offers a seamless experience. This can include providing a mobile-friendly website, a booking engine, automated check-in and check-out processes, and customer service elements - all of which are available through the RMS' Guest Portal - plus much more. 

Property operators benefit from mobile too
It only comes naturally that a property should capitalise on mobile technology to meet the needs of the already mobile-savvy consumers. But, the benefits do not only lie within the hands of your guests. Property operators have many real-world benefits to using this technology that not only brings in repeat customers and delivers lasting experiences BUT saves on front desk staff, reduces lines, upsell on activities and accept payments instantly.
By offering guests the ability to make purchases and bookings or check-in through their mobile devices, the property can reduce the time spent on the phone to guests or at the front desk while eliminating the need to enter credit card information each time there is a change to the booking. This allows the property to manage its resources better and provide a more secure and efficient check-in process.

The power of mobile in an end-to-end guest experience can help grow your business and make sure your guests have a seamless experience from the moment they book to the moment they depart. It can help you engage with guests, upsell services, and provide a more personalised experience. It can also help to reduce paperwork and costs associated with manual processes. All in all, the power of mobile in an end-to-end guest experience is undeniable and can help you to create an unforgettable experience for your guests. The convenience of self-managed reservations on smartphones is rapidly becoming an ingrained expectation of the modern traveller and an absolute necessity from an operational perspective.

To discover more about the powerful RMS' Guest Portal, click here


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