guest journey
Mapping the Guest Journey to Technology to Enhance the Guest Experience: Is Your Tech Stack Up to Par?
Gregg Hopkins | September 10, 2024
by Gregg Hopkins, Founder & Principal Consultant of Get Hoppy Consulting Hospitality is about people helping people, a process that technology can enhance and support through robust infrastructure and tools the workforce can learn and enjoy using while delivering the experience guests have grown accustomed to when on vacation or a business trip. It is essential for every hospitality organization to prioritize the evaluation of its current technology stack, process workflows, data infrastructure, and security. This is to ensure that they effectively support internal distribution, sales, operational controls, and the desired customer...
InnSpire Integration With Optii Leverages AI to Optimize Hotel Operational Efficiency, Guest Service and Satisfaction
InnSpire | May 23, 2024
Strategic AI-powered technology partnership to enhance operational efficiency at The Don CeSar, while ensuring a seamless end-to-end guest experience. Stockholm & Washington, D.C. – May 23, 2024 – InnSpire, the leading provider of innovative hospitality technology solutions that help drive seamless, world-class guest experiences for some of the world’s most iconic hotels and brands, has announced a strategic partnership with Optii Solutions, a leading hotel operations and service delivery platform. Optii leverages machine-learning and predictive intelligence to automate and enhance hotel housekeeping, maintenance, servi...
Technostress and the Guest Experience, Part 2
Fran Worrall | December 21, 2023
By Fran Worrall Last week, in part 1 of this two-part series, Hotel Online talked with Samuel Lee, Ph.D., professor at the University of Nevada, Las Vegas (UNLV), about technostress and the guest experience. Lee, a faculty member at UNLV’s William F. Harrah College of Hospitality, led a research team that co-authored a groundbreaking study entitled Technostress and Hotel Guests: A Mere Hurdle or a Major Friction Point?, which examines the anxiety hospitality consumers experience as a consequence of technology use. The study is among the first to explore the concept of technostress in consumer behavior, namely hotel guests, as opposed to ...
Technostress and the Guest Experience, Part 1
Fran Worrall | December 14, 2023
By Fran Worrall The hospitality industry is increasingly dependent on technology to enhance the guest journey. Indeed, in recent years, hotels have allocated enormous financial investments to the implementation of solutions—from mobile keys to self-service kiosks--designed to streamline the delivery of guest services. Technology is changing the face of the industry, but at what cost? In many cases, it enhances the guest journey; yet in other cases, it introduces challenges that frustrate consumers and lead to dissatisfaction. Last year, Samuel Lee, Ph.D., Mehmet Erdem, Ph.D., Eda Anlamlier, Ph.D., Chih-Chien Chen, Ph.D., Billy Bai, Ph...
Decoding the Modern Guest Journey: Here’s How Hoteliers Can Stay Competitive
Joe Vargas | December 12, 2023
By Joe Vargas When booking hotels, guest journeys look very different now than they did just a few years ago. Mobile-centric consumers and ever-evolving expectations for more options transform linear touchpoints into more dynamic experiences. Guest values and social influence also play a greater role, with social media outpacing agents, publications, and entertainment as the main source of travel inspiration. Hotels still relying on outdated solutions and infrastructure designed for linear journeys of the past don’t just risk losing satisfaction and loyalty. They also miss out on accessing key guest insights—information that will he...
Charging Four Figures by Rethinking the Guest Journey
Adam and Larry Mogelonsky | May 24, 2023
By Adam and Larry Mogelonsky A broad prediction the two of us have for the rest of the rest of the decade is that luxury travel will boom, with many hotels easily surpassing four figures in their nightly rates. Hardly an outlier in this prediction, what many hoteliers may be taking for granted is the psychological expectations that occur when you cross this chasm. That is, with great rates come great responsibility. What you may be forgetting in this ‘rate inflation’ environment is that the luxury traveler is equally, if not more, savvy than the regular consumer. They know what they want and have plenty of options for other hotels s...
P3 Puts the Key Into Kiosk to Provide Hotels With Completely Contactless Online Check-In Capability
P3 Hotel Software | October 25, 2022
New affordable feature means guests can avoid front desk queues October 25, 2022 — Dublin & Denver — Hotel software solutions provider P3 has rolled out a new service which allows hotel guests who check-in online to collect their room key at a kiosk rather than join a queue at the front desk. The ‘collect your key’ kiosk service was initially integrated into self-service kiosks at selected properties in the UK and Ireland, and is now being implemented at properties in additional regions. Using the new P3 solution, guests arriving at a hotel can independently check-in and collect their own room keys in less than a minute before ...
Brand Building and The Guest Journey – An Unbreakable Bond
Róisín O'Keeffe | October 12, 2022
By Róisín O'Keeffe How hotels can turbocharge their reputation with a seamless and personalized digital experience Hotel organizations have always invested heavily in their brands. For that reason, both hotel groups and independent properties are highly protective of their brand identities, which is understandable since the brand embodies their reputation in the market. As Warren Buffet said, “It takes 20 years to build a reputation and five minutes to ruin it.” Thankfully, following the disruption of the hotel and travel industry over the past few years, it’s clear that the value of the world’s top hotel brands is on the ...
