Tech & Touch: Savvy and Stress Free Guest Experiences
By Dawn Walzak First Vice President, Tishman Hotel Corporation | October 28, 2008
It is as simple as the ease of making a room reservation. As the number of online reservations continues to grow, hotel companies must continue to upgrade their Web sites allowing for a better reservations experience. An example is the ease of navigating Starwood.com which allows the consumer to search for the nearest hotel to a certain address. Yet, a traveler does not have that option on Web sites such as Hyatt.com. Not offering what the competition offers may put your company at a disadvantage, swaying travelers from even researching your hotel.
Hotels are also gaining the competitive edge when it comes to guest experience. Some hotels are adding to the overall guest experience by incorporating very distinct amenities such as:
Some of the most creative hotel amenities that I have seen are not only unique to the consumer, but also very "buzz" worthy. My favorite is board games (Backgammon, Cribbage and Chess) available in the concierge lounge with special tables designated for matches.
Other very noteworthy innovations are:
A word of caution for these very creative items -- they can quickly become expensive, meaning a decrease profits, and become expected by the guest.
For example, take something as simple as bottled water, which use to be a nice perk, but now something guests expect to see.