3 ways that hotels create a great guest experience
This month, two of our sales rockets got the chance to head to Lisbon for the Design Hotels Arena conference.
This month, two of our sales rockets got the chance to head to Lisbon for the Design Hotels Arena conference. Design Hotels is a collective of hotels who all share a common focus on great design and all-round authenticity, so it was fantastic to meet them and share in their vision. The theme this year was ‘re-engagement’. It can feel hard to focus when we’re surrounded by constant digital distractions and updates - the world seems to be moving faster than ever before. It can be especially hard to keep the attention of potential customers and hotel guests when there is so much competition out there made easily accessible online. Inspired by the philosophy of Design Hotels, we’re taking a look at 3 ways in which hotels cultivate a strong brand and stand out from the crowd!
It’s all about mobility
The iPhone has just celebrated its 10th birthday and in those 10 years it has completely transformed our travel experiences. Think back to 2006 and your Nokia 3100 - could you have imagined Google maps, Tripadvisor or looking up flights right from your phone? It’s no secret that purchases and transactions from mobile users are steadily creeping up on desktop, so making sure your hotel has the best mobile site will really pay off! One of the most important factors is the speed of the site. Research shows that 47% of mobile users expect a site to load in two seconds or less and 40% of users will abandon a site if it takes more than 3 seconds to load. Make sure that your website has a good mobile version that is able to load quickly for mobile users who might be using their data to browse - keep it looking clear with no big images or fancy media, text suitably sized and all hyperlink buttons fully, and quickly, functional. People can be easily put off by a bad website or one that doesn’t work correctly, so making sure everything runs smoothly from the get-go should be a top priority.
Find your voice!
The best venues, restaurant and brands all seem to have one thing in common - a clear personality. Part of a hotel stay is experiencing the hotel - do you want your guests to feel as if they are just drifting through a temporary stay, or should they be feeling at home and enjoying the unique atmosphere of your hotel? If you want to make your hotel feel more individual, make it represent your ideas and passions. What was your original idea behind the hotel? What’s your philosophy in life? Think of little ways you can incorporate this into different aspects of your hotel, like the decor or food. Another good way to find your voice is to use collages, moodboards, or a site like Pinterest to gather all your ideas in one place so you can create an outline.
Adapting the way you handle customer service to fit the modern era is vital. As we discussed earlier, mobile is becoming a huge part of the travel experience, and this extends beyond just your website! Make sure that your hotel is visible and easy to contact online - this might mean setting up a Facebook page or checking your hotel’s reviews on Tripadvisor or Yelp frequently. Being available to answer queries and respond quickly to users through social media is a great way to boost your customer service - and a lot of people now expect to be able to interact with businesses in this way. You can also upgrade your service in your hotel - let your guests check in and out, pay and open doors using just their smartphone with conichi!
It’s more important than ever to make sure that you stand apart from the crowd with so many options around for consumers. Building on your hotel’s brand and unique feel is a sure-fire way to make sure it provides an individual experience that will captivate your guests far more than your average chain hotel! Having good visibility online and an excellent website will also ensure that you are catering to all the needs of the modern, digitally enabled traveler. Let us help your hotel stand out - find out more about conichi here.