The COVID pandemic caused many hotels to rethink their offering, with many introducing guest service innovations to improve their guest experience permanently.
Cloudbeds, the hospitality industry’s fastest-growing technology provider, recently released a new book titled, ‘More Reservations, Happier Guests: The Ultimate Guide for the Modern Hotelier’, as part of the company’s growing initiative to make hospitality education and resources more accessible. The book features an analysis of trends that were fast-tracked by the pandemic and appear destined to transform the hotel industry well beyond its recovery. While many hotels resumed their pre-pandemic guest service offerings, some found a silver lining in the service adaptations they made.
Let’s take a look at five hotels from around the world that have made the most of available guest service innovations in hotels.
Digital check-in and check-out
The first of the guest service innovations in this article is the ability for guests to check themselves in and out digitally using their phone.
Kimpton Hotel Palomar San Diego
As a result of the Covid-19 pandemic, the Kimpton Hotel Palomar San Diego has introduced convenient, digital check-in and check-out. Using the IHG app, guests can swiftly check in on their phone, reducing contact with staff and other guests, and allowing them to maximise their stay. The hotel is also continuing to uphold the high cleaning standards introduced during the pandemic so guests can feel safe and comfortable in their rooms and all communal areas, which include a spectacular rooftop swimming pool, state-of-the-art fitness centre and modern American restaurant.
Messaging platform for guest services
The introduction of a messaging app to create seamless communication with hotel staff is another excellent example of guest service innovations making a difference.
Four Sisters Inns, California
At the start of the pandemic, the Four Sisters Inns collection, which comprises 14 boutique hotels in various locations in California including Mendocino, Napa Valley and Monterey Bay, began using the Whistle Messaging app. Similar to texting, the messaging platform allows guests to communicate instantly and easily with innkeepers using their own mobile phones. Whether guests need more towels or want to order breakfast, they can easily do it via the platform. Initially, the inns utilised Whistle to minimise the need for face-to-face contact during the pandemic. However, they discovered that guests liked using the text platform instead of going to the front desk with requests, so they’ve committed to continuing the service.
Apps to give everything at a touch of a button
This hotel has made as many different features as possible accessible through its app, creating a streamlined and contact-free hotel experience.
CitizenM, South Lake Union Hotel, Seattle
Following the pandemic, CitizenM South Lake Union Hotel launched an award-winning app that enables guests to have a truly contactless experience. With the digital adaptation, guests are able to check-in to their reservation, unlock their rooms, deal with bar or taxi bookings, control lights, temperature and blinds, as well as access a chat function where they can request room service. The app allows guests to make the most of the luxurious hotel experience at just a touch of a button.
A fully contactless service
Digital keys and utilising technology means that phones can play a key role in guest service innovations.
Hilton Denver, Colorado
The pandemic rapidly changed the behaviour of travellers and so the Hilton Denver introduced numerous protocols to ensure the comfort of its guests is the main priority. Through a contactless experience, guests can personalise their stay with the ability to choose their rooms, check-in and out and use their phones with a digital key using the Hilton Honors app. Perfect for the post-pandemic workation boom, remote working options are available through WorkSpaces by Hilton. As well as this, guests now have more flexibility with cancellations with the modified cancellation policy.
Digital platforms for guests
Another great example of an app that has revolutionised the hotel experience is this one, simplifying any individual preferences and requests, as well as working as a loyalty scheme.
Four Points by Sheraton Ljubljana Mons, Slovenia
In a bid to minimise contact, Four Points by Sheraton Ljubljana Mons launched a digital platform for guests to use during their stay. With a digital key card, online check-in and out, a mobile chat and options to earn and redeem points, the app allows travellers to have everything they need at their fingertips.
Why guest service innovations matter
These examples of guest service innovations showcase the role of technology in hotels, as well as the benefits of identifying guest preferences and finding ways to meet their demands. By doing this, hotels can become memorable brands that encourage guest loyalty.
Holly brings a wealth of experience in both print and digital publishing and is very passionate about the hospitality industry.