Self-service technology in hotels is becoming increasingly commonplace, from mobile apps to self check-in when arriving at the hotel. This trend allows guests more control over their hotel experience, providing a more streamlined check-in process and allowing them to manage the details of their stay, such as using the hotel’s application to book in-house experiences as well as tours and restaurants.
These technology solutions also make the jobs of employees easier, eliminating their role in the check-in process and giving them time to focus on improving other aspects of the guest experience. However, not all guest needs can be met with automated systems, and no automated system works perfectly all of the time. Thus, the role of employees changes from primary to secondary assistance, but their aid is still indispensable, especially to guests who are not comfortable using the self-check in or mobile features that the hotel provides.
Ultimately, these solutions are about improving the guest experience, and it is important to treat them as such. As with any improvement, it originates from the heart of the hotel, meaning that guest-facing solutions should not be the only ones adopted. It is key to remember that guest satisfaction is directly affected by employee satisfaction, and that the hotel as a whole will reap any benefits that come from employees feeling like they work for a hotel who cares about making their tasks easier and more efficient to perform. Investing in employee-facing technology solutions will do more for improving the guest experience than adding guest-facing solutions alone.
Keeping up with technology trends is important for staying relevant to guests, but also for showing guests that the hotel strives to give them the best experience possible. Adopt applications to help the hotel, but always keep in mind the people behind it- the guests for whom the experience is enhanced by the solution, and the employees whose jobs are made easier by it.