Digitalization of customer-hotel exchanges: advantages and best practices

In a world where the speed of information and the ease of access to services have become standards, the hotel sector is facing an urgent need: to digitize exchanges between the customer and the hotel. The digitization of these exchanges, which includes everything from pre-arrival communication to requests during the stay, offers a host of advantages for both customers and establishments. However, for digitalization to be successful and effective, it is crucial to follow some best practices. This article explores in depth the benefits of digitizing customer-hotel interactions, shedding light on how solutions such as SUNVER's Guest Apps transform the hotel experience, without requiring integration with hotel property management systems (PMS) for check-in or check-out, thus adding to the efficiency and simplicity of the process.

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October 10, 2024

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2 min of reading

Benefits of Digitizing Client-Hotel Exchanges

Improving the Customer Experience

Digitalization offers a seamless customer experience, where information and services are at your fingertips. Customers appreciate the speed and autonomy that a Guest App allows, capable of providing instant answers to their questions, offering them services in one click, and giving them access to a wealth of information about the establishment and its surroundings. This results in increased satisfaction and increased loyalty.

Increased Operational Efficiency

For hotels, the digitalization of exchanges means streamlining operations. With a Guest App like the one offered by SUNVER, hotel teams are relieved of numerous repetitive requests and can focus on tasks with higher added value. In addition, the lack of integration with PMS systems for check-in/check-out functionalities reduces technical complexity and implementation times, which is a significant time saver for the establishment.

Data Collection and Analysis

Digitalization is transforming every interaction with the customer into an opportunity for data collection. This data, processed and analyzed correctly, can provide valuable insights into customer preferences and behaviors, allowing hotels to optimize their offer and to further personalize their communication and services.
Best Practices for Digitizing Exchanges

User Centered Design

For a Guest App to be effective, it must be intuitive and easy to use. A user-centered design, with an engaging interface and smooth navigation, is crucial. It's also important to make sure the app is accessible and inclusive, taking into account different age groups and abilities.

Rich and up to date content

The information provided in the app must be comprehensive, accurate, and constantly updated. This includes not only details about hotel services and FAQs, but also information on local events, tourist attractions, and practical tips for travelers. Rich and up-to-date content not only enhances the guest experience, but also helps to position the hotel as a reliable source of information.

Interactive Features

Integrating interactive features such as instant messaging, customer reviews and feedback, or the ability to book services directly through the app, can significantly enrich the customer experience. These features also encourage guests to use the app more frequently, giving the hotel additional communication and sales opportunities.

Data Security and Confidentiality

With digitalization, the issue of data security and confidentiality is becoming essential. It is essential to ensure that the app complies with current regulations, such as the GDPR for the protection of personal data, and to adopt IT security best practices to protect customer data.

Conclusion

The digitalization of customer-hotel exchanges is more than a trend; it is a necessary evolution to meet modern customer expectations and improve operational efficiency. With solutions such as the SUNVER Guest App, creating a digital communication and service platform is within the reach of all establishments, without the complications associated with the integration of PMS systems. By following the best practices outlined in this article, hotels can not only optimize their communication with customers, but also enrich the customer experience, build customer loyalty, and pave the way for more agile and data-driven management of their operations.

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