Clearly the habits of the current traveler have changed, for this reason hotel chains have had to innovate around the experience and demand of the current consumer. So I felt the need to ask, what are hotel chains doing when it comes to mobile technology?
One of the key components in the customer loyalty strategy is the design of applications. The strategic approach is aimed at returning consumers to book without the distraction of other offers on the web. Likewise, these applications enrich the user experience by offering others personalized benefits such as room selection, request for welcome amenities or reservations at the hotel’s spa or restaurant.
So which hotels started this trend? Among the pioneer hotels that have incorporated their own applications is the Hilton Worldwide chain. According to Geraldine Calpin, director of Marketing for the chain, the “Hilton HHonors app” application allows them to carry out the check-in process, select the room and what amenities they want before arriving at the hotel facilities.
Likewise, another hotel chain that has joined the digital world is Iberostar where, in addition to being able to make room reservations and check-in, you can request reservations within the hotel’s restaurants, have all the activities and events of said hotel at hand, such as also have access to a chat with a concierge.
Without a doubt, this industry has been evolving and this is essential when it comes to maximizing customer service. The objective must be oriented towards ensuring the improvement of the experience and communication channels with the client.