John and Alice planned a three-day trip with their kids from Chicago to Boston. They quickly booked tickets and a hotel through a popular booking platform. However, upon arrival, they faced challenges. They waited in a long line at the hotel front desk for about 25 minutes and then had to fill out papers. Their disappointment continued after finding the assigned room far from the elevator, with windows facing a neighboring building and lagging Wi-Fi.
To ensure guest satisfaction, hotels are best off integrating MyCONECT add-on software into their PMS. With 73% of travelers preferring to use mobile devices to manage their stay, this is a savvy business approach that allows guests to easily do so.
In this article, we’ll delve into how the hospitality industry can create memorable guest experiences, and take a walkthrough of the MyCONECT app.
Guest Journey Touchpoints
There are multiple steps in the guest journey, and as a hotelier, it's your responsibility to cover all the grounds. By this, we mean that you must ensure that everyone’s stay is not only enjoyable, but also exceptional. Our software is a go-to means to achieve this.
We'll map out all the stages of the hotel guest's journey with our app, so you can get an idea of how it works from a user's perspective.
At this stage, the guest decides to book a room in a particular hotel. First things first, they need to download the Guest app and go through a quick and easy registration process. This takes no more than a few minutes. All a guest has to do is provide basic information such as name, email address and phone number. Once everything is set up, they have access to all the app's features.
As a hotelier, you can customize the app with your logo according to your needs. If you want to white-label the software with a dedicated mode instead of multi-tenant, there will be an extra cost for development. However, we'll add your hotel logo to the app for free.
The next step is to go through the hotel listings in the app and opt for a preferred option. It's important to note that it needs access to guests' geolocation to provide personalized recommendations. However, we care about privacy and only use this information to curate the best hotel options.
If a guest is already at the hotel, all they have to do is tap the "Walk in" button in the top-left corner of the app. In this way, in a matter of seconds, the software will identify their location and allow booking a room and browse the amenities and services offered.
The next step is to select the perfect room that meets guests' needs. With MyCONECT, travelers can easily set their preferences to filter rooms and go for one that's just right for them. By choosing amenities like cozy beds and lightning-fast Wi-Fi, visitors are in control of their stay, making it as comfortable and memorable as possible.
Besides, the app includes a photo gallery so guests to take a sneak peek into the rooms, getting a visual preview before arriving and checking in. For those seeking an added touch of comfort, they can upgrade their stay with exclusive packages from the hotel, such as valet parking, a dog walker or admission to a nearby adventure park.
To finalize your booking and ensure the utmost security, guests simply need to take a quick photo of their documents with their phone's camera. The system will verify them immediately. There is a wide range of payment methods integrated, so travelers can pick the one that best suits their needs. After all the steps are completed, visitors will receive a digital key and access to all the hotel's amenities.
Once a guest has checked into their room, it's high time for a hotel to impress visitors, so they enjoy the stay. At this stage, travelers are likely to take advantage of the hotel's amenities, facilities and services. Here is a list of things that shape the guest's experience during their stay:
- Cozy beds;
- Interior design;
- Speciousness and cleanliness of a room;
- Window view;
- Sound-proof walls.
- Pool & spa;
- Hotel restaurant or bar, quality food;
- Valet parking.
- Friendliness & helpfulness;
- Service over the phone;
- Polite housekeeping staff;
- Willingness to go the extra mile.
- A baby stroller;
- Morning coffee delivered to a room;
- A dog walker;
- Personalized welcome gifts;
- Coworking spaces.
Hotels can offer these features and services to their guests through our app, giving them an exclusive experience and ensuring they come back.
When it comes to hotel guest satisfaction, it's essential to remember that even the tiniest details can make or break it. That's why it's crucial to go the extra mile to ensure that every visitor leaves the property happy and content.
For instance, if a guest asks for a late check-out, you should give them that option. This small gesture will provide them with a few extra hours of sleep or much-needed rest before leaving. By doing so, hoteliers increase the likelihood of positive reviews or return visits. Indeed, 90% of modern-day travelers expect a personalized experience when making a hotel reservation.
To exceed guest expectations, the app is a contactless channel that lets travelers to effortlessly share their preferences and needs. By leveraging this software, hoteliers eliminate communication barriers and give their customers what they expect and more.
Integrated with a hotel's PMS, the software enables guests to check out via their mobile phones. Through automated messages, it also sends gentle reminders to travelers, ensuring they are aware of their departure time. Additionally, the system deactivates their mobile keys after check-out, enhancing security measures.
Tips to Guarantee Your Guest an Unforgettable Experience Throughout the Journey
Every step of a guest's journey plays a pivotal role in shaping their overall experience. While our add-on software effectively covers various touch points, there are key tips that hoteliers need to keep in mind to guarantee a stellar stay for their guests.
- Personalized communication at every stage
It's important to foster a deeper connection between travelers and staff. By addressing hotel customers by name, anticipating their needs and catering to their preferences, employees can create a personalized experience.
- Sync up real-time data with your hotel management system
By integrating real-time data from various sources, such as bookings, guest preferences and feedback, hoteliers can gain valuable insights to customize services. 83% of consumers are willing to share personal data in exchange for personalized offers and recommendations. To achieve this, hotels should leverage advanced technologies such as AI to interpret data and automate personalized communication.
- Improve the quality of guest journey touchpoints
From pre-arrival to post-departure, every touchpoint should be carefully curated to create a seamless and memorable experience. Investing in self-service tools like digital concierges and chatbots is a smart way to give travelers instant access to information and services. Thus, guests are likely to leave a positive review about your hotel. Since 72% of travelers read reviews before booking their accommodation, this is a great way to win the hearts of more customers before they even arrive.
In a Nutshell
The digital age has changed the way guests interact with hotels, and personalization is now a necessity rather than a luxury. At MyCONECT, we deliver a solution that bridges the gap between products and partners and helps hotels meet the demand for customization with ease and efficiency.
By rising to the challenge of providing a seamless, personalized hospitality experience at every touchpoint of the guest journey, hotels can unlock new opportunities to increase revenue and build long-term relationships with their customers.
Want to know how to improve the guest experience, increase room occupancy and set your hotel apart from the competition? Make it happen by integrating MyCONECT into your PMS. Contact us for more details!