Hoteliers are leveraging technology to connect with guests before they even arrive on-property, leading to an enhanced guest experience and, in some cases, a boost to the bottom line.
“We’re trying to provide a better and quicker guest experience, and hopefully that means they will come back because of the more efficient service,” said Sheenal Patel, co-founder and CEO of Arbor Lodging Partners.
Paul Sauceda, corporate director of sales and marketing for Oxford Hotels & Resorts and director of sales and marketing for The Godfrey Hotel Boston, agreed that technology used to communicate with guests pre-stay can help improve the guest experience. His team uses a couple of different platforms that connect to the hotel’s property management system. One such system sends pre-arrival emails to guests with offers to upgrade room types, for example. Another platform communicates with guests and allows them to select room types, upgrade rooms and download any information they need in advance of their arrival. Additionally, the tool allows guests to check in via their mobile phone, which they can then use as their room key.
Karol Acosta, head of revenue management for Bogotá-based Movich Hotels, said the platform used at the company’s hotels helps to acquire additional information about guests before they arrive on-property. The technology connects to the PMS and allows the team to communicate with guests and offer ancillary services that could help drive revenue.
“This tech gives us the possibility to offer additional services to our guests that maybe at the beginning of the reservation the client was not interested,” Acosta said via email. “For example, we offer spa services or a shuttle bus that incentivizes our guests to pay for those kinds of additional services, or something like an upgrade.”