What should Digital App offer?
With all the focus on innovation and technology, the biggest challenge for the hotel industry is still how to achieve customer satisfaction and loyalty. Hospitality business built on service excellence is no longer limited to traditional players but also welcomes the new tech ones. Digital innovation helped new segments to enter the market and grow.
In this blog post, we will take a closer look at what hotel concierge software is, its key features, as well as determine the best concierge app that you can start using today.
What is the Hotel Concierge Software?
Hotel concierge software empowers the hotel to meet guest expectations. It enables concierge and front desk staff to act as a team, managing all guest requests and guest communication with one system. The software helps create opportunities for upselling, get the payment, and improve the guest experience.
Why do hotels need Mobile Concierge?
Today, smartphones and tablets control almost every aspect of our lives with self-service claims becoming the currency of the present age. When it comes to the hospitality industry, both hotel staff and guests want to experience the same self-service alternatives. Zebra's Global Hospitality Vision Study reported that 66% of guests had a better experience when hotels used the latest technology.
That said, going mobile allowed hospitality businesses to offer better self-service opportunities and deliver a more engaging brand experience that makes Mobile Concierge beneficial to both sides:
● Guests. It’s easier to use an app to check-in or contact the front desk, than staying in line or making a phone call. The concierge also helps avoid language issues. Plus, guests can order meals, room service or book spa through the app.
● Hotel staff. They have a digital record of the guest’s request with, again, no language issues. Hoteliers also get a digital trail of guests’ in-house activity like what services they looked for or tours they’ve booked and thus boost sales.
Besides improving your customer service and increasing sales performance, concierge software can help a hotel to:
● Share knowledge across shifts. Leverage shared calendars, reminders, and internal notes to ensure your concierge team is aware of all guest requests. Concierge software provides transparency to the entire guest services team and an improved way to collaborate on guest request.
● Enhance the guest experience. By providing excellent organization and communication tools to a concierge, these apps are able to elevate the guest experience. Concierge software allows you to build a knowledge base of your valued guests so you can improve guest service and make it even more personalized for returning customers.
What are the key features of the Digital Concierge?
With experiences becoming increasingly important to guests and hoteliers, the concierge system should also have the key features, which are as follows:
● Fast Check-in/Check-out
● Additional services and special offers provided by property object
● Calendar with orders
● Reservation notifications and order status change notifications sent to guests and hotels
● Real-time messaging including additional wishes and preferences with the order
We will focus on the most important things to consider when selecting concierge software for your hotel:
● Text Messaging. Some guests may not want to download an app so communication with the hotel chat improves engagement.
● Hotel-branded documents. Branded letter confirmation, recommendations or itineraries may elevate the guest experience making your hotel team look polished for guests.
● Personalized policies, taxes, fees, etc. Working in conjunction, they are best suited for your business.
● Reporting. It adds operational transparency and helps make decisions based on data instead of intuition.
● Package Management. Record, maintain and easily access a log of incoming and outgoing packages without leaving your concierge system.
● PMS Integration. It allows hotel staff to access all guest information and requests associated with the booking.
If you’re looking for an app that incorporates all the features above and even more, consider the Concierge app from HotelFriend – a leader in providing full-service solutions and products for the hospitality industry.
HotelFriend Guest App: the best hotel concierge of 2020
HotelFriend Mobile Concierge is an innovative solution, which offers 360-degree interaction. This personal travel assistant app provides booking services and allows guests to get deals, special offers, and packages, as well as order and pay for hotel services from any device.
The software delivers a comprehensive VIP experience, which can be described as “the whole hotel in your guest's pocket”.
Website: hotelfriend.com
In addition to great customer experience, HotelFriend Concierge App offers an array of features, which help hoteliers improve guest interaction:
● Mobile check-in and no need to fill in papers.
● Instant service orders with payment and detailed reports.
● Direct access to the reservation and canceling a booking.
● Track the balance and manage the travel budget.
● Online payment solution for hotel services.
● Real-time chat with hotel staff.
● A portfolio where a guest may discover upcoming hotel events and view live entertainment schedule.
● Hotel digital service card generator.
● Guests may extend their stay while the hotel may approve it through the app.
Software languages include German, English.
That said, the case of Lopota Lake Resort & Spa Hotel, which implemented the Concierge from Hotelfriend showed that guests who interacted with the app spent more time in the hotel than those who did not, and they were more satisfied with their stay in the hotel.
Final Thoughts
Today’s guests want and expect much more when it comes to their experience at hotels. According to Deloitte Analysis, there are 5 factors that lead to consistent guest satisfaction, namely listening, knowledge, engagement, empowerment, and surprising moments.
In fact, the abovIn fact, the above-mentioned factors are the reasons why hotels turn to concierge software. Thanks to technology, hoteliers may manage multiple channels, services, and control all aspects of the guest cycle and experience in a more personal way.
Taking the above into consideration, HotelFriend Concierge App is just such software. It can help deliver the next-generation guest experience and bridge the gap between guests and hoteliers.
Together with common features, it offers some additional ones, such as hotel digital service card generator or instant service orders with payment and delivery zone options, which can help create new opportunities for hotel staff and build the guest relationships that are at the heart of hospitality.
We’ve highlighted the HotelFriend app features, which can help improve the way your hotel interacts with guests, and each can be put into place right now. So what are you waiting for?
Public relations: Stephanie Moench
