High-Tech Meets High-Touch
Advanced Connectivity Delivers Exceptional Guest Service
By Alexandra Sewell Vice President of Mid-Market & Enterprise Marketing, Comcast Business | April 17, 2016
A smiling face behind the check-in desk. Prompt and unobtrusive room service. Eager hands to help with luggage. A friendly greeting. "It's my pleasure." "You are quite welcome." "Please, let me help." These are just a few of the personal touches that define exceptional guest service.
Human interactions are indeed the cornerstone of the guest service mission at most hotels. Get those human interactions right, and you have a satisfied and loyal guest who is likely to sing your praises to others. Get those human interactions wrong, and they can damage your reputation and your business. Any casual viewing of hotel review sites reflects this: It's often the negative voices that ring the loudest and get the most attention.
Good guest service depends on more than the human factor, however. Hotel companies need to consider how technology - specifically, advanced connectivity solutions - can support and enhance guest service. From providing guests with in-room, home-like video entertainment options and meeting the needs of the "always connected" traveler, to supporting the back-office systems that help hotels provide seamless guest service, advanced connectivity solutions make it possible for hotels to provide a positive and welcoming experience for guests.
The Connected Traveler
The proliferation of mobile devices means people are never far away from the latest call, email or text. While many guests continue to expect hotels to provide quality HD programming for in-room viewing, most people also now carry entertainment - in the form of streaming movies, music and TV shows - right in their pockets. Mobile devices have changed not only how we interact with each other but also how we expect businesses to engage with us.
An estimated 40 percent of hotel guests travel with three or more devices. To attract and create loyalty among these highly mobile, always "on" travelers, hotel operators need a technology strategy to connect guests to high-speed Internet, no matter where they are on the property. Strong WiFi access is critical for this connectivity. According to TripAdvisor, free in-room WiFi is the number one guest service amenity travelers expect. In fact, many travelers seek out and stay at properties where the WiFi is free, in an effort to avoid extra charges on their data plans.
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