Unique Guest Experience Journey is What Makes a Difference
The hospitality market is one of the most competitive markets, and the market has been global since the very beginning. Guest Experience Journey isn't just about the on-site experience. It is experience and the feeling at numerous touch points since the very beginning of the trip plan. From the moment you scroll down the Booking.com or one of the numerous third-party applications, to “how was your stay” follow up - hospitality players need to be up to the game to maintain their position, their rating and to attract new guests. Technology is not used only for the great guest experience; it is used by providers as well. Of course, by achieving a great guest experience, the hospitality company is achieving a better market position and profit margin, and can quickly adapt to disturbances such as the COVID pandemic. Here are technologies we have mastered, and we will be glad to help you implement some or all of them:
The Importance of Digitalization in the Hotel and Tourism Sector
In an interview with Mirko Gudelj, Vice President Business Technology at Protel hotelsoftware GmbH from Dortmund, Germany, we talked about the importance of digitalization in the hotel and tourism sector and what the advantages of its use in the race against the competition are.
Digital Competitiveness is a must
Let’s highlight some of the main technology trends in hospitality: voice services, online payments, robots, chatbots, virtual reality, easy self-check-in/check-out, recognition technology, AI, IoT, Cybersecurity, Big Data, Wi-Fi, reviews, smart room keys. Many of those mentioned are used for the guest experience itself. But there is a need for many digital solutions that help providers to have better property management and, therefore, better everyday processes. Let's mention just a few of them: applications for room cleaning, self-check in, online payments and alignment with different booking partners. There is an opportunity for providers to use Cloud Management Platforms and IoT solutions to develop an intelligent hospitality ecosystem. We are not talking about futuristic digital innovations shooting beyond what customers are looking for or are willing to pay for. Moreover, digital competitiveness is sheltering customer value while directing companies in creating a leap in value for both buyers and themselves.
Data is the Key
Big Data is a really big thing, but only if it is used in the right way. To personalize customer journey experience and stand out from the competition, providers may use various systems, applications and software. Disconnected systems with a lot of different data can create inefficiency. To address this, providers should look for solutions that integrate their various touchpoints, like book registration and reception, into a single, real-time data exchange system. Ultimately, the goal is to create a guest-centric cloud system that is easily upgradable and open to further integrations.
System Traits One Cannot Live Without
A hospitality ecosystem solution, whether it is developed from scratch or it is one of the solutions available on the market, or maybe it just connects existing solutions, there are a few characteristics that must be satisfied. The system must be scalable, available, safe and functional. Both horizontal and vertical scalability is a prerequisite for fast adaptation to changes. 24/7 availability and fast responsivity throughout a user-friendly interface is a must. Digital trust technologies should be used to achieve a competitive advantage, increase security and reduce potential risks. Of course, aligned with relevant laws. While offering unique features like multi-currency support, dynamic pricing and loyalty programs, the system must be prepared for continuous improvement and the implementation of new features.
The Experience Behind Code
Software development in the hospitality industry can be challenging and complex, requiring expertise in both hospitality and software development. Customization according to the specific needs and integration of different systems with different data formats and protocols can be time-consuming and expensive. To accommodate specific needs and ensure robust security features, development must be quick and flexible enough to accommodate changes in business needs or market conditions. Partnering with experienced software development firms can help address these challenges. Contact us to discuss modernizing, integrating, or building hotel management software.
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