STUDY: Hotel Guest Satisfaction Increases When Using Your App

As a hospitality professional, travel may seem simple to you. For vacationers who may only travel once or twice a year or business people juggling a lot of demands, managing all the details involved in leaving town can be frustrating and confusing. Make the process just a little simpler, and guests will reward you with repeat bookings, recommendations and positive reviews.

If you’ve planned a trip recently, you’ve probably been pleasantly surprised by airline apps. You can manage every flight detail from the palm of your hand. Now that airlines have raised customer expectations, it’s up to you to meet and exceed them if you want to be the first-choice property for potential business and vacationing guests.

Why should you have your own app?

More and more consumers are booking on tablets and smart phones. Mobile apps improve the quality of that process. There are plenty of booking apps provided by discount sites. Lots of travelers use those, but you have no control over the user experience.

Third party apps can only go so far. Sure, they allow guests to book and leave reviews, but they don’t offer all the conveniences consumers appreciate during their stay.

If you have your own app, you can customize the features to your specific clientele – or the guests you hope to attract. For example:

  • Streamline the booking process
  • Allow guests to order room service
  • Give them the ability to request wakeup calls or book events
  • Enable electronic check-in and keyless entry

What’s in it for you?

When guests use a single app for every aspect of their stay, you can track statistics like abandon rate on your app and use push-notifications to tell customers about upcoming events. With your app as part of their smart phone real estate, travelers will come to you first when it’s time to book another trip. They will be less likely to use a third-party vendor if your app is simple to use.

J.D. Power and Associates released a new North America Hotel Guest Satisfaction Index Study and a substantial portion of the survey focused on the importance of mobile to a positive guest experience.

Looking for more ideas to keep up with a constantly changing industry?

Visit this blog regularly. You’ll always find the latest hospitality trends and best practices. Looking for some great people? Contact Horizon Hospitality, the hotel executive search firm. Our hotel recruitment experts can keep you up to date on the latest trends and attract top hospitality talent. Start your search for proven industry professionals today.

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