How Mobile Technology is Changing the Pre-stay, In-room and Post-stay Experience
By Pedro Colaco President & CEO, GuestCentric Systems | July 17, 2011
With the buzz surrounding mobile Internet usage for travel, many hoteliers are wondering whether to adopt mobile as a component of their strategy both on-property and online. This article is the result of a study of over 300 properties using mobile technologies and discusses the most important items to take into consideration when thinking about the mobile experience whether pre-stay, on your property and what happens after your guests have left:
The Mobile Mega-Trend
Three articles in the last few days have caught my attention:
- Forrester predicts mobile commerce to hit $32 billion by 2016
- Meraki says mobile devices have overtaken PCs in WiFi usage
- Paypal expects to do $3 billion in mobile payments this year
All these articles have caught my eye because they represent different facets of the same reality shift that is happening before our eyes: access to information on the Internet has become truly always on with mobile access. This ubiquitous access means that Internet consumers are increasingly multi-tasking and making decisions on the fly, while they are mobile.
What does this new reality entail in the World of hospitality? Three different realities:
- Pre-stay consumers will rely heavily on mobile access to content to get inspired, gain information and make decisions on where to stay.
- During the stay hoteliers must leverage mobile technology to provide better service, anticipate guest needs and engage guests to provide them a truly unique experience at the destination.
- Post-stay hotel managers must create touch points to maximize possible positive reviews and feedback and be vigilant to stifle negative feedback.
Mobile Pre-Stay is Here Now