The hotel industry is growing at a steady clip. A full contactless experience, for example, may have seemed impossible ten years ago, but it is now a trend. And it’s not going anywhere.
A contact-free interface allows guests to book and pay for a room without ever having to walk into the lobby. If your hotel has a mobile app, your guests can access all of the information they need upon arrival or check out directly from the app.
By just using their phones, customers can also:
- Chat with the front desk
- Order room service
- Book a wellness treatment
- You have access to as many services as you want to provide.
In terms of customer satisfaction, this is extremely convenient. Because it’s all about pleasing the guests.
We’ll look at some of the most popular examples of contactless hospitality services and delve into the details. You’ll quickly see why the hospitality industry should promote the contactless experience.
First of all, what’s a contactless guest experience?
When you read the title of this post, the first thing that comes to mind is: what do we mean by contactless technology, and how is it used by hotels?
To summarise: allowing guests to do everything they can with their smartphones during their stay.
This has the potential to improve the efficiency of our business processes. Guests can do almost anything with the touch of a button thanks to all of these technological solutions. This means fewer sheets of paper, plastic, and energy. Not to mention the speed.
Contactless technology has become a priority since the COVID-19 pandemic threw us into a world of contamination risks. To keep up with the times, the hospitality industry had to embrace contactless technology.
After two years, digital transformation and contactless hospitality have become the norm. However, even before the pandemic, the concept was gaining traction in the hotel industry.
Contactless solutions, contactless payments, digital concierge services, and real-time decision-making tools are now directly linked to the customer experience.
Why are top hoteles investing in contactless guest experience?
Are these just passing fads? Definitely not. In a contactless post-Covid-19 world, guest experience policies are safer and more convenient. A contactless guest experience boosts guest satisfaction, expands revenue opportunities, and lowers hotel operating costs.
Today’s traveller expects instant gratification, such as instant access to their rooms via mobile keys. Or check out right away. Communication that is immediate. Or room service controlled by their devices. In short, customers can enjoy services that are quick, personalised, and modern.
If you’re still not convinced about why the best hotels are investing in this trend, consider the following:
The shorter the path, the faster the sale
While booking has always been a contactless activity, by allowing prepayment through guest apps, you can reduce interactions between guests and property staff. You can also boost revenue by providing upsells on the booking engine and during pre-arrival communications.
Do you want to boost your revenue? Keep in mind that if the path to consumption is shorter, guests are more likely to purchase a product or service. Make it easy for them to buy whenever they are tempted.
Avoid phone calls, paper menus, and lengthy wait times. They might hesitate otherwise. This is not in the best interests of the hotelier.
Sustainable is the new normal
Hotels are becoming more environmentally conscious. Some do it because they truly believe it is necessary. Others do so in order to attract more customers. In any case, as Forbes points out, guests do consider the environment when booking.
- In the last year, 68% of millennials purchased a product with a social or environmental benefit.
- A company that supports social or environmental issues will have a more positive image in the eyes of 87% of consumers.
- A company that supports social or environmental issues will have 88% more loyal customers.
- If given the opportunity, 87% would purchase a product with a social and environmental benefit.
Particularly the younger generations.
As a result, contactless technology is desirable: by digitising its service offering, it eliminates a lot of plastic and paper from the hotel’s daily life. Physical menus or instructions are not required.
The guest’s life will be much more comfortable, while tonnes of paper and plastic will be saved. Hoteliers will increase the visibility of services while improving upselling and streamlining staff operations by providing a contactless experience. This is a win-win situation.