The way to your customer’s heart is through his fingertips- if you’re not virtually real, then how can he get to know you, much before meeting you?

Welcome to the digital world in hospitality.

The insidious nature of technology has found its way into the working matrix of hotels, making it deadly to disregard. Despite the non-personal nature of the medium however, hoteliers need interesting ways of personalizing the digital experience, if they want to attract new customers and retain existing clientele.

If you’re scratching your head right about now, read on.

Being hospitable online

Digital solutions can hone operational efficiency, guest experiences and overall service which eventually leads to more revenue. More specifically, guest relations can be nurtured unrestricted on the web, irrespective of their physical interaction with the brand.

Here’s the low-down on three guest relations you need to build:

1. Mobile Relations
   Mobile apps are the sweet spot of the new age traveler. Being mobile integrated helps with customer engagement, especially as booking decisions move increasingly to the palm of their hands. Focus your digital efforts on an optimized site on mobile with improved conversion tactics. It won’t hurt to subscribe to call-tracking services for voice channels as well.
2. Social Relations
   In hospitality, being social is really a no-brainer. Social media is where your reputation precedes you, so make it matter. It takes an Influencer to elevate brand perception or a user-generated review to destroy it. Be proactive and manage your social personality just like maintaining your hotel facade. Use videos as a medium for selling because everyone loves a beautiful location.
3. Personal relations
   The industry is grappling with tight deadlines on bookings, online travel bookings and the need for extravagant experiences from the moment a staycation is planned. Not to mention the looming threat of AirBnB that’s eating up revenue shares Pac-Man style. Use data-generated insights to create loyalty programs that stick. Or develop hotel-branded take-aways like eye-masks that will create brand recall – because you know they will take those home.

Getting up close and personal with clientele also helps promote direct bookings instead of depending on the whims of travel agencies and web portals. We’re already in an era where the Google ‘Lens’ exists, which allows Pixel phone users to take a photo of any place and receive information about it instantly.

Welcome technology with open arms into your business. Because leaving it unattended outside your door can lead to far more than just a rep for bad service.

Source: Htrends – Mar 2018 – Hospitality Digital Technology: Challenges, Priorities and Buzzwords