Next Generation Hotel Guest Experience Scenarios
The primary goal of a hotelier is to increase occupancy by keeping the rates in mind. Hotels are adapting to the changing consumer behaviour and technology trends to offer a great experience to their customers during stay. We at Travopia have built many next generation experience usecases and created below picture that depicts the various types of experiences a guest enjoys during the hotel stay. The concept is that every guest is given a device (size of iPhone) that will think, act and behave like a personal concierge for the guest. To give it a name, lets call it “myHelper”. It’s a virtual concierge experience for the guest. Imagine that all below features will be available in ‘myHelper’ device that’s given to guests. Lets discuss the various experiences below.
Note: Click on the image for better clarity.
Barcode Keys: Goodbye to physical keys. Barcodes act as a key to enter the hotel rooms, various facilities (restaurant, saloon, meeting rooms etc) at hotels.
Personalized Greetings: myHelper knows who you are, it recognizes you. It also knows the context of your stay, your previous stay experiences, your feedback and greets you with personalized message. Imagine that in your last stay you had given a feedback that the internet in your room wasn’t working for 4 hours. myHelper scans this feedback and greets you: “Hi Maria, Good morning. Nice to see you again. I will be assisting you in all your queries. I hope you enjoy your 2 day stay at our hotel. Just to let you know, this time I can assure you of uninterrupted internet service. Again, welcome“. Wouldn’t that be awesome?
Explore Hotel Facilities: myHelper takes the guest on a virtual tour of hotel facilities.
Integrated Room Controls: This feature gives more power to the guest. All controls in the room – TV, AC, lights, fan, music system, do-not-disturb sign – all are integrated in myHelper. Just one device to rule the room. Let the guest really have a king-size experience.
Recommend Food Items: myHelper is synchronized with the guest’s social profiles. So, it understands the likes, dislikes, preferences of the guest. myHelper can recommend which type of cuisine to choose and which food items would the guest love to taste.
Game Center: This is an interesting feature. There are various usecases that can be thought of, but we will limit with one. With myHelper, guests can play multi-player games with fellow guests in the hotel. To add spice to this experience, the hotel can throw up an offer: “Winner of Counter Strike game gets 50% off on bill“. Who wouldn’t want to strike?
Event Notification: myHelper has a GPS built in. It scans for any concerts (Lady Gaga live performance) or events that happen around the hotel and informs the guest. myHelper takes a step ahead and allows the guest to book for those events right in the device itself.
Social Share: Guest will be able to share any of his/her experience in social media. Guest can share about the concert s/he is attending, spa massage at hotel, amazing movie that s/he watched in the room etc.
Alarm Control: Guests no more have to call the reception for wakeup calls. Just set it at myHelper.
Room Service: Guests don’t have to pickup the phone to contact room service. myHelper can show the nearest room service person and guest can directly push-to-talk. Or guest can text the request and the nearest room service person receives it and works on it.
Location Based Services: With the GPS, myHelper knows where the guest is in the hotel. When the guest is near to the spa center, myHelper displays a message: “Hey Maria, you are staying at a deluxe room and that comes with a FREE spa service, would you like to book an appointment for the next available slot at 7 PM?”
Trip Manager: myHelper has an itinerary management service. It knows the flight details of guest and displays the flight status, displays the next appointment / meeting, displays about the cab service from hotel to airport etc.
Attend Meetings: Guests will be able to do video-conferencing in myHelper. It has integrations to major live meeting services like Webex, Gotomeeting etc and has integrations to video-call services like Skype, Tango.
Browse and Order Food: While at Restaurant, guest can browse the food menu and place the order in myHelper.
To-Do Manager: myHelper has a to-do or task manager service that integrates with major to-do apps, outlook, default task manager apps in major mobile operating systems.
Profile Manager: myHelper remembers all actions the guest performed and keeps itself updated about the guest profile information. During your last stay at the hotel, on an average if you had set your room temperature at 23 degree Celsius, then myHelper automatically sets the temperature to 23 degree during your current stay. It remembers, everything!
Integrated Notifications: myHelper can display various types of notifications – request from hotel for housekeeping timing, discounts / offers pushed by hotel admins, flight status alerts, checkout alerts etc.
Loyalty Manager: In addition to managing the loyalty points for the guest, myHelper also recommends context centric loyalty management services. Imagine a scenario where the guest finished the dining in restaurant, myHelper immediately pops up a message: “Hey Maria, hope you had a good dinner. Your dinner bill is $145. You have 1900 loyalty points totally, you can use 1200 points to equal $145.”
The ultimate goal of a hotelier is to provide a differentiated and personalized experience to the user, and that should be 24/7.
Person in 2nd image – equippingfor.ca
Thumbnail image – park plaza hotels
Author: Karthick Prabu