Booking and staying in a hotel is not what it used to be. Remember the days when you’d look for the old school, neon “Vacancy/No Vacancy sign” to know if a room was available that night?
NB: This is an article from TrustYou
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Hotels that offered turndown service, a pool, and mini-bars weren’t so common. Fast forward several decades and technology has taken the industry by storm. You can check in and enter your room without ever speaking to a human if you so wish. Robots can deliver things right to your door. Hotels are solar powered, WiFi equipped, and there’s a touch screen to manage your amenities. Times are a changin’.
Staying One Step Ahead of the Game
There are countless options to choose from when booking a hotel starting with quirky, roadside inns to luxurious all-inclusive resorts and everything in between. Finding the perfect accomodation has never been more accessible with phones and computers where you can book a stay in minutes. Travelers can browse pictures, read thousands of positive and negative reviews, and even see virtual tours all before making a decision.
Hoteliers are constantly focusing on innovative strategies to anticipate the unique needs of their guests. With the advancement of technology, the need to personalize, and the impact of global events on travel behavior, hoteliers are leveraging a wide range of tools and resources to stay ahead of guest expectations. In the current hospitality scene, hoteliers are staying ahead of guest expectations by tapping into the power of data analytics, utilizing guest feedback platforms, harnessing AI-driven solutions, and reimagining traditional service offerings. This approach to anticipating guest needs showcases a proactive and dynamic response to both the challenges and opportunities that hoteliers everywhere will encounter at some point or another.
What steps can (and should!) be taken to anticipate the evolving needs of guests? Here are 5 ways to ensure you are understanding the needs and expectations of your future guests.
Collecting Guest Feedback
Collecting and analyzing guest feedback is crucial for hotels to gain deeper insights into their guests’ experiences and preferences. According to a study, 78% of travelers rely on online reviews before making a booking decision, making guest feedback an influential factor in hotel selection. TrustYou’s CXP enables hotels to not only gather feedback but also analyze it comprehensively, allowing them to understand the key drivers of guest satisfaction and identify areas for improvement. For instance, by tracking trends in feedback related to amenities, room cleanliness, or customer service, hotels can prioritize areas for enhancement, ultimately leading to greater guest satisfaction and positive reviews. This proactive approach to understanding guest perceptions supports hotels in tailoring their services to meet guest expectations.
