6 reasons why hotels should engage with guests on their mobile devices to stay ahead.

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Reasons
To Extend Your Guest
Interaction to Their
Mobile Devices6

2. 2
A growing number of hotel guests travel
with at least one mobile device.
In 2013,
95% brought mobile phones
55% brought tablets
Source: Smith Micros’s 2nd Annual Hospitality Survey

3. 3
Just as guests have come to expect
complimentary Wi-Fiwithin
hotels, they will come to expect being able
to use their mobile device to interact
with hotel staff and get instant responses
and services.

4. 4
If you’re taking a wait and see approach to
implementing a mobile application, here are
6 reasons
why it might be a good idea to start getting
in on the action.

5. 5
1 Guest Convenience
& Loyalty

6. 6
Providing guests with information that
they need, right on their fingertips, is
always a way to delight them.
Trotting down
to hotel lobby  Phoning up
front desk  Trawling through
guest compendium

7. 7
Everything is available
on their mobile
device, which goes
where they go.
They could even
access information
and interactive
services on the move.
Get directions
and order room
service on the
way back…
... have it served as
soon as they walk
through their room
Use loyalty points
to redeem a beer
from mini bar

8. 8
Getting to the airport on time is a key
cause of anxiety for many travellers.
How many times have you planned the
perfect time to leave for the airport, only
to be held up in a queue at the hotel to
check out?

9. 9
By allowing guests to check out
with a single click on their
mobile device, you not only
make it more convenient for
them, you also reduce the
queue for those who choose to
check out the traditional way.

10. 10
A study by
Cornell
University
shows that the
guest
satisfaction
index drops
by 50 points
if guests are
made to wait for
a certain
amount of time
during check-in.
US
France Germany Italy
UK
Japan
Waiting Time
30mins
17mins
15mins
5
mins

11. 11
2 Guest
Feedback

12. 12
If guests are able to provide instant feedback
to you through their mobile device while
staying with you, it gives you the opportunity
to rectify any dissatisfaction immediately.
This may even turn a potentially
negative review into a positive
one on TripAdvisor, Facebook or
any other social platform.

13. 13
Another way of using guest
feedback is to look at any
correlation between the lower
ratings and the rooms that
received them.
If guests who stay in a particular
room consistently give it lower
ratings, it might be worth
investigating if there could be a
faulty bathroom door or noisy
air vents in that room.

14. 14
3 Operational
Efficiency

15. 15
Guests who arrive before the official check-in time
quite often find themselves having to wait for a room.
By offering a mobile check-in feature,
messages can be sent to the guests as soon
as their room keys are ready for collection,
no matter where they are. They no longer
have to go up to the front desk every half
hour to ask if their room is ready.
“
”

16. 16
For hotels with a large number of rooms,
room cycling can be a challenge
Housekeeping tends to go around cleaning rooms in
a systematic manner, quite often resulting in a
mismatch between the category of cleaned rooms
and the ones guests are waiting for.
Available
Rooms
Rooms needed
by waiting guests
≠

17. 17
With a mobile application, front desk can see
which rooms have been checked out, and re-
prioritise the right rooms for housekeeping so
that guests waiting for a particular room type
get their rooms sooner.
“
”

18. 18
Completion of tasks can be automatically updated
through the mobile application, improving
operational efficiency by that much more.
This automation can also
provide statistics on staff
performance and your
average turnaround time
for each guest request.

19. 19
4 Property
SLAs

20. 20
Hotels that use external companies for property maintenance
services could use the mobile application to monitor how well
they are performing against their service level agreements.
Whenever a guest sends a
maintenance request, or
your staff allocates that task
to a service representative,
or the task is completed,
data is captured.
“
”This makes it much easier for you to ensure that
your contractors are meeting their SLAs.

21. 21
5 Cost
Savings

22. 22
In-room guest compendiums can be expensive
to produce.
By using a mobile application to
complement the compendium, you
could provide a more engaging
experience without having to re-place
the compendium every time you need
to update the content.
“
”

23. 23
In addition to providing
information about your facilities,
restaurants and bars, you could
allow guests to make a reservation
right on their mobile device.

24. 24
Update your room service menu to include daily
specials, seasonal promotions, and offer
customisation of orders.
No more excuses for your room service
staff not getting the order right.
Guests can review and make
changes before placing their order
on their mobile device without
keeping your room service staff
holding on the line.
“
”

25. 25
6 Upselling

26. 26
Using a mobile application, you can send tailored
offers to guests based on their proximity, preferences,
or how busy your restaurant is.
If you know a guest likes a particular wine, and
you’ve just brought in a few bottles that share a
similar profile with that wine, you may want to
send an offer to that guest to try them.
Guests are definitely more receptive
towards personalised offers.
“
”

27. 27
Most hotels have started to
optimise their websites to
make it easy for guests to make
bookings. However, for the
majority, the mobile experience
stops there.
Why not extend that into the
guests’ stay and beyond?
Check-in / Check-out /
Bill Summary
Maps & Directions
Hotel Facilities
Room Service
Concierge Services
Housekeeping
Loyalty Redemption
Maintenance
Reporting
Lost & Found Services
Feedback
MOBILEAPPLICATIONS

28. 28
Empower your guests to interact with you
whenever and wherever they prefer
…. through their own mobile devices.
Let us help get you started
info@mediaconcepts.com
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