The Foundation of Mobile Engagement in a Hotel

By Tom Moore Retail and Hospitality Industry Lead , Zebra Technologies | January 11, 2015

In today's fast-paced world of the hotel industry, guests are demanding that they have the ability to engage on property with their smartphones. What if you knew when a particular guest was arriving as he or she walked in? What if guests had the option to skip the check-in line and go right to their rooms? And what if you could send personalized messages to guests based on their loyalty program data and previous behavior? Beacon technology can now make all of this possible, and it will enable the next generation of guest engagement and a much deeper level of personalized interaction with guests than ever before. With a blend of Bluetooth® Smart and Wi-Fi indoor locationing technologies, hoteliers can provide every guest with the ultimate in personalized service from the moment they walk into the hotel to the moment they walk out.

The challenge moving forward is delivering the ultimate in personalized customer service to improve guest loyalty and sales. All hotels and resort properties face the same challenge - today's guests have so many choices, and the competition is always just a few keystrokes away. Outside of price, service has become the key differentiator. To earn the sale of a room and repeat visits, hoteliers need to deliver the very best in service every time a guest walks through the door. And indoor locationing technology can make that happen - automatically.

While indoor locationing is not new, the latest generation of this technology allows hotels to provide their guests with the one thing they crave and the one thing they demand in return for their loyalty - the ultimate in personalized service. Today's indoor locationing technology can unlock the door to a new level of business success, allowing hoteliers to achieve and exceed goals for guest satisfaction, guest retention and revenue.

The first step in determining whether an indoor locationing solution is right for a hotel and its guests is to understand the underlying technologies and their benefits. As indoor locationing evolved, three
facets of the technology emerged: Wi-Fi locationing, Bluetooth Smart locationing and analytics. It is the
combination of a mobile loyalty application and these technologies that form the foundation of an indoor locationing solution capable of delivering mobile engagement and personalized service in the hotel.

For Background, It's Good to Understanding the Evolution of Indoor Location Technologies

Phase 1: Monitoring the Location of the Workforce and Assets Inside the Enterprise

Choose a Social Network!

The social network you are looking for is not available.


Hotel Newswire Headlines Feed  

Kathleen Hayn
Tony Heung
Eugenio Pirri
Megan (Sterritt) Taylor
Bruce Seigel
Janelle Schwartz
Tim Peter
Dean Minett
Sridhar Laveti
Gio Palatucci
Nicholas Pardon
Renie Cavallari
Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.