Why Hotels are Investing in Mobile Technology in 2023
The Hospitality Industry has undergone a digital transformation, the pandemic accelerated the use of hotel technology and now travelers have an expectation of mobile and self-service options during their stays. 73% of travelers were more likely to stay at hotels that offered self-service technology. Guests also wanted more control of their hotel stays, 73% of guests wanted to use their mobile devices to manage their hotel experience. Guests want the ability to order room service from their mobile devices or a chatbot and wanted a fully self-service model, with staff only available upon request. Mobile technology will help hotels to provide guests with the technology experience they want and increases the likelihood of guests returning.
The Use of Mobile and Self-Service Technology is Increasing
Travelers want more mobile and self-service technology, and more hotels are making the investment. The 2023 Lodging Technology Study surveyed 18,000 properties worldwide and discovered that hoteliers are embracing mobile and self-service technology. The study found that hoteliers currently offer or plan to offer the following hotel technology in 2023:
Mobile reservations -100%
Mobile Check-in – 100%
Mobile Key – 100%
Guest Messaging – 95%
Smart TV/ Content Streaming – 94%
Contactless Payments – 88%
Digital Signage – 76%
Voice Controlled Devices – 54%
Benefits for Hotels
Operate More Efficiently
Businesses could free up 69% of their time by automating data processing duties. Mobile and self- service technology could automate tasks normally performed by front desk staff, such as recording guest information and taking payments, allowing hotels to perform more efficiently.
Seamless Check-in Experience
A five-minute wait during check-in has the potential to decrease guest satisfaction by 50%. Hotels can simplify the check-in process and reduce the amount of time guests spend waiting in line, filling out paperwork and verifying their identity with mobile check-in and mobile key.
Hotels can Better Compete
Guests are looking for a more high-tech hotel experience, 74% wanted hotels to use AI to offer guests more tailored services and 77% were in favor of using automated messaging or chatbots for their customer service requests. Hotels can use technology to better attract guests who are looking for a hotel that provides them with the technology experience that they want.
Attract Prospective Employees
87% of hotels are experiencing staffing shortages and 36% considered those shortages to be severe. 65% of hoteliers said incorporating new technologies for employees best describes their strategy to withstand labor shortages and attract new employees.
Offer Guests More Control
Mobile technology allows hotels to provide guests with everything they need in one place. Guests can easily access hotel amenities, food and beverage options, directories, and local attractions from their desired devices, without contacting the front desk for assistance.
Vendor Spotlight: IRIS Guest Experience Platform
IRIS Guest Experience Platform offers hotels a convenient hospitality platform that helps hotels to increase revenue, reduce costs, and deliver a quality contactless experience to guests. The platform helps hotels to enhance the guest experience by offering guests the convenience of making digital service requests, ordering and paying for food and beverage and accessing the hotel’s directory with the device of their choice.
IRIS Guest Directory
IRIS’s guest directory allows hotels to offer guests the most up-to-date information without costly reprinting by staff. The solution makes it easy for guests to access information about the hotel and its facilities with their mobile devices. Hotels can provide guests with recommended activities, restaurants, and other hotel experiences. Guests can also instantly access information about the local area.
IRIS Food and Beverage Order and Pay Solution
IRIS’s F&B Order and Pay solution allows hotel restaurants to provide guests with a quality digital experience that is simple, quick and convenient. Guests can have more control of their dining experience, instead of alerting the wait staff, guests can use their mobile devices to order and pay for their meals and drinks. IRIS gives guests the ability to browse menus, place orders and have their meals delivered directly to their tables or to their rooms, guests can also have the option to pick up their orders. Hotels can use the IRIS’s F&B feature as a stand-alone without integrations or can easily integrate it into their POS and manage and all food and beverage orders in one place.
IRIS Digital Service Requests
IRIS’s digital service requests enable guests to communicate with hotel staff and make requests in their preferred language and removes language barriers that could cause miscommunication for international guests. Guests can use IRIS to digitally access, browse and book different treatments and facilities that the hotel offers. Hotels can also use the solution to promote their services and allow guests to manage their own bookings.
Guests can also use IRIS to make requests for additional items without the need to go directly to the front desk. Guests can use their mobile devices to request extra towels, fresh linen, pillows, turn down service and to request all the services that the housekeeping team offers. IRIS places access to the Concierge at guests’ fingertips, allowing guests to schedule transportation ahead of time and giving staff more time to collect luggage.
IRIS helps hotels to address guests requests more efficiently by routing direct requests to specific departments, allowing staff to easily view and respond to each request. Hotels can tailor alerts and escalations can be set up to fit the hotel’s operations, staff can be notified via SMS, Email or Voice. The IRIS Guest Experience Platform can also be integrated into the hotel’s existing systems.