Understanding ROI in Hospitality

Return on Investment (ROI) is a measure of the profitability of an investment. In the hospitality industry, ROI is often calculated by comparing the revenue generated from an investment to the cost of that investment. For example, if a hotel invests in a new guest service system that costs $100,000 and this system helps generate an additional $200,000 in revenue, the ROI would be 200%.

Achieving a high ROI is essential because it means that the investment is paying off and contributing to the overall success of the business. However, not all investments are created equal. Some excellent investments may offer a higher ROI than others, and it is up to hospitality managers to identify and prioritize these high-value investments.

Strategic Investments: Where to Focus?

To maximize ROI acquisition, it’s essential to make strategic investments in areas that will provide the most significant returns. In the hospitality industry, these areas often include:

1. Guest Experience Enhancements: Investing in improving the guest experience can lead to higher guest satisfaction, better reviews, and increased loyalty. For example, offering personalized services, improving room amenities, or enhancing the overall ambiance of the hotel can significantly impact guest satisfaction and, ultimately, the ROI.
2. Technology and Innovation: Technology is playing an increasingly important role in the hospitality industry. From booking systems to guest apps, technology can streamline operations, reduce costs, and improve the guest experience. Investing in the right technology can lead to substantial long-term gains.
3. Employee Training and Development: Well-trained staff are more efficient, provide better service, and contribute to a positive guest experience. Investing in employee training and development can lead to lower turnover rates, higher productivity, and better overall performance.
4. Marketing and Branding: A strong brand and effective marketing strategy can attract more guests, leading to higher occupancy rates and increased revenue. Investing in marketing efforts that target the right audience can provide a high ROI.

The Role of Technology in Maximizing ROI

Technology has become a game-changer in the hospitality industry. By automating processes, improving communication, and enhancing the guest experience, technology can significantly impact ROI. This is where companies like Phunware come into play.

Phunware offers a range of solutions designed specifically for the hospitality industry. Their platform provides hotels with tools to engage guests, manage operations, and gather valuable data. For example, Phunware’s mobile apps allow guests to check in, order room service, and access hotel information directly from their smartphones. This level of convenience can lead to higher guest satisfaction and repeat business, ultimately boosting ROI.

Additionally, Phunware’s data analytics capabilities allow hotels to better understand guest preferences and behaviors. By analyzing this data, hotels can tailor their services to meet guest needs more effectively, leading to increased revenue and a higher ROI.

Conclusion

Achieving a high ROI is crucial for staying competitive in the hospitality industry. By making strategic investments in guest experience, technology, employee development, and marketing, hotels can maximize their returns and secure long-term success. Phunware’s mobile solution offers a powerful tool for hotels looking to enhance their operations and boost ROI. As the industry continues to evolve, those who invest wisely in technology and strategic initiatives will be well-positioned to thrive.

The key to understand “where is the ROI the highest” in hospitality lies in making informed, strategic investments that align with your business goals. By leveraging technology and focusing on areas that offer the most significant returns, you can drive success and ensure a bright future for your business.

Ready to maximize your hotel’s ROI with strategic investments and innovative technology?

Connect with Phunware today to discover how our solutions can boost your profitability and enhance guest satisfaction.

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The Role of Mobile Apps in Modern Hospitality

Mobile apps have become an essential part of the hotel industry. They offer guests a convenient and seamless way to interact with the hotel before, during, and after their stay. From mobile key access to ordering room service, these apps are designed to make the guest’s stay as smooth as possible. But beyond convenience, guest apps are powerful tools for generating ancillary revenue.

Hotels can use their apps to offer additional services directly to guests, such as spa treatments, dining reservations, or even local tours. These services enhance the guest’s journey and provide opportunities for hotels to increase their revenue. By making it easy for guests to book these extras through the app, hotels can boost their RevPAR (Revenue per Available Room) and overall profitability.

Enhancing the Guest Experience 

One key benefit of hospitality mobile apps is their ability to personalize the guest experience. Hotels can gather data on guest preferences and behaviors through the app, allowing them to tailor their offerings to individual guests. For example, guests who frequently order room service might receive a special discount on their next order. This level of personalization not only increases guest satisfaction but also encourages guests to spend more.

Another significant feature of mobile apps is wayfinding technology. Large hotel properties can be confusing to navigate, especially for first-time visitors. With wayfinding, guests can easily find their way around the hotel, whether looking for the gym, pool, or conference rooms. This feature improves the overall guest journey by reducing frustration and helping guests make the most of their stay.

Driving Incremental Revenue Through Digital Concierge Services

The introduction of digital concierge services has further enhanced the functionality of hotel apps. A digital concierge can handle various tasks, from making restaurant reservations to booking transportation. This service is available 24/7, ensuring guests can access assistance whenever needed. By integrating these services into their apps, hotels can offer higher convenience, increasing guest spending on services like dining, tours, and activities.

Location-based services are another powerful feature that can drive incremental revenue. These services use the guest’s location within the hotel to provide timely and relevant offers. For instance, a guest near the spa might receive a notification offering a discount on a massage. This type of targeted marketing is highly effective because it reaches guests when they are most likely to purchase.

Optimizing Hotel Operations

Beyond enhancing the guest experience and increasing revenue, mobile apps also contribute to operational efficiency. By automating tasks like check-ins, room service orders, and maintenance requests, hotels can reduce the workload on their staff. This allows hotel employees to focus on providing more personalized and attentive service, further improving guest satisfaction.

Moreover, mobile apps can integrate with a hotel’s existing systems, such as Property Management Systems (PMS) and Customer Relationship Management (CRM) tools. This integration ensures that all guest data is centralized, making it easier for hotels to track preferences, manage bookings, and deliver a cohesive experience across all touchpoints. This seamless operation enhances the guest’s stay and optimizes hotel revenue.

The Impact on RevPAR and Ancillary Revenue

The ultimate goal of any hotel is to maximize revenue, and mobile apps are proving to be a valuable asset in achieving this goal. By offering a range of services and experiences through the app, hotels can significantly increase their RevPAR. For example, in-app dining reservations, spa bookings, and activity sign-ups can all contribute to higher ancillary revenue.

Hotel analytics also play a crucial role in this process. By analyzing data collected through the app, hotels can identify trends and preferences that inform future marketing and operational strategies. For instance, if the data shows that guests frequently book spa treatments after visiting the gym, the hotel might offer a special package that includes both services. This data-driven approach to revenue generation ensures that hotels meet guest needs while optimizing their bottom line.

Embracing the Future of Hotel Technology

As hotel digital transformation continues to evolve, mobile apps’ role in driving revenue will only grow. Hotels that invest in smart hotel technology and continue innovating in their mobile platform use will be well-positioned to succeed in the competitive hospitality landscape. Whether through contactless guest services, personalized guest experiences, or hotel analytics, the future of hospitality lies in leveraging technology to enhance guest satisfaction and revenue.

Hospitality mobile apps are more than just a tool for convenience—they are a powerful driver of incremental revenue and a key component of modern hotel operations. By focusing on the guest experience, optimizing operations, and using data to inform decisions, hotels can maximize their revenue and ensure their guests have an unforgettable stay. As the industry evolves, those who embrace these innovations will create a more personalized, efficient, and profitable hospitality experience.

Ready to transform your guest experience with cutting-edge mobile technology? Book a meeting with Phunware today and see how we can help you maximize RevPAR.

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The Age-Old Challenge of Wayfinding

Wayfinding is a term that has been introduced previously. It refers to the methods and tools we use to navigate complex environments. Think of the signs at an airport, the maps in a shopping mall, or even the breadcrumbs left by Hansel and Gretel. But in today’s fast-paced world, traditional signs just don’t cut it anymore, especially in hotels, where guests want to maximize their stay without getting lost.

Mobile Apps: The Modern Compass

Personalized and timely communication is essential for providing a positive pre-arrival experience. Endeavor to reach out to guests to welcome them, confirm their reservation, and provide them with information about your hotel and its amenities.

• Personalized Navigation: Imagine an app that not only tells you where your room is but also suggests the quickest route to the pool, gym, or dining area based on your preferences. Personalization is key!
• Instant Updates: No more outdated signs or maps. Mobile apps can be updated in real time, ensuring guests always have the most accurate information.
• Interactive Experience: With augmented reality (AR) and virtual reality (VR) features, some apps offer an immersive experience, allowing guests to “walk through” the hotel before even stepping out of their room.

The Impact on Guest Experience

Guest experience is at the heart of the hospitality industry. Hotels that understand and prioritize it always stand out. How does wayfinding via mobile apps enhance this experience?

• Reduced Stress: No one likes getting lost. Mobile apps ensure guests spend less time wandering and more time enjoying their stay.
• Enhanced Engagement: With interactive features, guests can explore the hotel and its services at their own pace, increasing engagement and satisfaction.
• Tailored Recommendations: Based on a guest’s preferences, apps can suggest dining options, spa treatments, or events happening in the hotel.

The Journey of a Guest: Before, During, and After

Mobile apps aren’t just about navigating within the hotel; they play a pivotal role in the entire guest journey.

• Before Arrival: Guests can explore the hotel, check out amenities, and select their preferred room. Some apps allow for virtual tours, giving guests a sneak peek of what awaits them.
• During Stay: Apart from navigation, guests can use the app for room service, spa bookings, or to communicate with the concierge. It becomes an all-in-one tool for a hassle-free stay.
• After Departure: The journey doesn’t end at checkout. Guests can provide feedback, book their next stay, or even access loyalty programs via the app, ensuring they remain connected with the hotel.

Why Every Hotel Needs an App

In today’s digital age, having a mobile app is no longer a luxury but a necessity for hotels. Here’s why:

• Staying Ahead of the Competition: Guests expect modern amenities and digital solutions. Hotels with intuitive mobile apps stand out and attract more bookings.
• Data Insights: Mobile apps can provide valuable data on guest preferences, helping hotels improve and personalize their services.
• Increased Revenue: With features like in-app bookings, promotions, and personalized recommendations, hotels can drive more sales and increase revenue.

Challenges and Solutions

While mobile apps for wayfinding are revolutionary, they aren’t without challenges.

• Technology Integration: Integrating new apps with existing hotel systems can be complex. However, with the right tech team and robust platforms, this can be smoothly addressed.
• User Experience: A poorly designed app can be more frustrating than helpful. Hotels must invest in user-friendly designs and regular updates.
• Adoption: Convincing guests to download and use the app can take time and effort. Offering exclusive promotions or features accessible only via the app can be a solution.

Adopting the Trend: Success Stories from Leading Hotels

In the ever-evolving hospitality landscape, numerous hotels have already embraced mobile apps for wayfinding, setting benchmarks for others. Here are some success stories that highlight the transformative power of these apps:

• The Tech-Savvy Resort: A luxury resort in the Maldives introduced an app that not only provided guests with navigation but also allowed them to book private dinners on the beach, spa sessions, and even scuba diving lessons. The result? A 25% increase in their in-resort bookings and rave guest reviews about their seamless experience.
• The Urban Business Hotel: Situated in a bustling city, this hotel’s app became a lifeline for business travelers. Besides in-hotel navigation, the app offered real-time traffic updates and the best routes to the city’s business hubs. Guests appreciated this thoughtful feature, leading to a spike in repeat bookings.

These success stories underline a simple fact: when hotels align technology with guest needs, magic happens. And in this digital age, mobile apps are at the forefront of creating memorable guest experiences.

Conclusion

The role of mobile apps in revolutionizing wayfinding and enhancing guest experience in hotels cannot be understated. As technology advances and guest expectations evolve, these apps will only become more integral to the hospitality industry. Hotels that recognize and adapt to this trend will undoubtedly lead the way in offering unmatched guest experiences.

Chat with us today to discover how we can help you revolutionize your mobile app strategy in hospitality!

The post Finding Your Way to Exceptional Stays: The Mobile App Revolution in Hospitality appeared first on Phunware.

For services, the digital front door is the key that gives you access. It’s revolutionizing how people access the services they need and it’s becoming more essential now that services are transitioning online.

The digital front door is more than access to service alone, it also facilitates other important aspects of services. It enables providers to personalize their services and tailor them to their specific customers. It also allows for more streamlined security protocols to help protect customers’ data. 

In this blog, we’ll delve into the digital front door and how it is changing how consumers access services. We’ll explore the technologies that power these innovative platforms, examine real-world examples of thriving digital front doors, and the prospect of digital front doors and their potential impact on industries worldwide.

The Basics of the Digital Front Door

A digital front door is a virtual entry point that allows users to access a wide range of services and resources from businesses, organizations, or governments through a single, unified platform. This concept has gained significant traction in recent years, as more services are moving online to meet the growing demand for digital access and convenience. 

From healthcare to hospitality, the digital front door is revolutionizing how we interact with the services we rely on every day.

The key elements of a digital front door include:

1. User Experience (UX) – a well-designed user experience is crucial for any digital front door, as it ensures that users can efficiently navigate the platform and access the services they need with ease. This means having a clean, intuitive interface, with clear calls-to-action and seamless navigation.
2. Accessibility – a digital front door should be accessible to everyone, regardless of their technical skills or abilities. This means that the platform should be designed and developed with accessibility in mind, ensuring that it complies with relevant accessibility standards and guidelines.
3. Security and Privacy – as users will be sharing sensitive information through the digital front door, robust security measures and strict privacy policies must be in place to protect user data and maintain trust.
4. Integration – a successful digital front door should feature seamless integration with existing databases, customer relationship management (CRM) systems, or even external APIs.
5. Scalability – as the demand for services continues to grow, digital front doors need to scale to accommodate increased traffic, new features, and additional services. This means having a flexible architecture and infrastructure that can adapt and grow as needed.
6. Customization Options – an effective digital front door should offer personalization and customization options. This will allow your users to tailor the experience to their individual needs. For example, you could allow customers to choose their preferred language, and opt for targeted promotions, and personalized content. Delivering personalized experiences will enable you to better engage with your customers and foster long-lasting relationships.

Benefits of Implementing a Digital Front Door

There are many benefits to implementing a digital front door, which include:

Enhancing Customer Experience and Satisfaction

A digital front door can help to enhance the customer experience by making it easier for them to access the information and services they need. For example, a digital front door can allow healthcare patients to schedule appointments online, view their medical records, and communicate with their doctors through secure messaging. This can lead to reduced wait times, improved communication, and increased patient satisfaction.

A digital front door can help to enhance the customer experience by making it easier for them to access the information and services they need. For example, a digital front door can integrate with EHR (Electronic Health Record) systems to enable patients to manage appointments online, view their medical records, pay bills, and communicate with physicians and healthcare professionals through secure messaging. This can lead to reduced wait times, improved communication, and increased patient satisfaction.

Additionally, a digital front door can be used to provide wayfinding and location-based services to help users find their way around a facility and to locate specific services or departments.

Streamlining Access to Services

With a digital front door, customers can access a range of services through a single online platform. Gone are the days of confusing phone menus, long waiting times, and trips to different departments. The digital front door provides a seamless and intuitive experience, allowing customers to find the information with a few clicks.

Improving Efficiency

Organizations can also benefit from a digital front door if they leverage automation and digitization of processes. Automation improves an organization’s efficiency and scalability thereby reducing costs.

Case Studies of Successful Digital Front Doors

Case Study 1: Atlantis Paradise Island Resort

An outstanding case study is how Phunware’s tech helped Atlantis Paradise Island to provide guests with convenient services with an innovative digital front door. The solution enabled guests to discover and book unique vacation experiences, access interactive self-guided tours, and access real-time navigation across the resort.

Case Study 2: Virginia Hospital Center

Another interesting case study of a successful digital front door implementation is Phunware’s powerful healthcare solution for Virginia Hospital Center (VHC). 

VHC’s digital front door enabled patients to schedule both virtual and physical appointments, manage prescriptions, and find a doctor. The digital front door also integrates with MyChart, which allows patients to view information on their vital signs in real-time along with lab results, medications, and medical procedures.

Implementing a Digital Front Door Strategy

To launch a digital front door, we recommend you start by assessing your organization’s unique needs and goals. This involves evaluating your current service delivery methods, identifying gaps and inefficiencies, and understanding your customers’ expectations.

Having this clear picture of where your organization stands can help you better determine which features and functionalities your digital front door should include to address these needs and align with your overall business objectives.

Once you’ve identified your organization’s needs and goals, then you can start creating a detailed roadmap outlining the implementation process. This should include milestones, timelines, and resources required to bring your digital front door vision to life. A well-defined roadmap can help ensure that all stakeholders are on the same page and that you’re progressing as planned. 

Overcoming Challenges

Implementing a digital front door strategy often comes with challenges. For technology teams, the obstacles often include concerns about deployment timelines and internal investment from staff. For finance teams, you often need to justify the ROI on the investment. 

At Phunware we pride ourselves on needing minimal time from internal IT teams and we provide ROI analysis for all of our prospects to win over their internal teams.

Digital Front Door Technologies and Solutions

The core technologies that make up digital front doors include Software Development Kits (SDKs), Application Programming Interfaces (APIs), cloud computing, responsive mobile apps, and web development. Two or more of these technologies are often combined to build digital front doors. The three essential solutions of a digital front door include identity verification, authentication, and account optimization.

Identity verification solutions for example in EHR systems verify users’ digital identities, helping detect and prevent fraudulent activities. Authentication technologies are used to authenticate users, granting them access to digital services. Account optimization solutions allow businesses to tailor their customer service for a particular customer, creating a more personalized experience. 

Ensuring Security and Privacy in the Digital Front Door

One of the most important steps when designing a digital front door system is to establish a strong security policy. This should include measures such as

• Stringent password protection and two-factor authentication (2FA). 
• Preventing data breaches with techniques like privilege systems and strict access control policies. 
• Leveraging encryption to ensure only trusted users with a decryption key can read the data. 
• Implementing a firewall and anti-virus to deter malicious actors from accessing the system.
• Performing regular system reviews to identify potential security flaws. 
• Informing users on how you collect and use their data

Digital Front Doors in Different Industries

Digital Front Door in Healthcare

One industry where the digital front door has made a significant impact is healthcare. With the advent of COVID-19 and the ongoing digital transformation, healthcare providers are leveraging this innovative approach to enhance patient experiences and streamline their processes.

A survey conducted by Accenture found that 21% of Americans surveyed are willing to pay for digital health services. The survey also found that access to healthcare has improved for 26% of the respondents.

From telemedicine to appointment scheduling and remote patient monitoring, the digital front door is reshaping the healthcare experience. For example, instead of having a paper-based or phone-based system, healthcare organizations are now able to offer integrative scheduling, tracking, and payment systems. This helps to reduce administrative burdens while ensuring that healthcare organizations can meet the needs of their users.

Remote patient monitoring has also made it possible for activities such as vital signs monitoring, remote physiological monitoring, and mobile laboratory monitoring. These features enable patients to be monitored even when they are not physically present in the clinic. This helps to reduce the need for face-to-face visits, while also promoting improved access to care.

Digital front doors are not limited to remote services; they also play a crucial role in managing the entire patient journey, even when they visit a physical healthcare facility. From navigating to the facility, finding parking, and onsite wayfinding, digital front doors can guide patients every step of the way, ensuring a seamless experience.

With digital front doors, healthcare facilities can now offer mobile check-in options, allowing patients to check in for appointments using their smartphones. This reduces wait times and administrative burdens while providing patients with a convenient and efficient way to access services.

Digital front doors can also help healthcare organizations monitor dwell time – the amount of time patients spend in waiting areas or exam rooms. By analyzing this data, providers can identify bottlenecks and make improvements to enhance patient satisfaction. Additionally, digital front doors facilitate the distribution of follow-up surveys, enabling healthcare providers to gather valuable feedback and insights for continuous improvement.

Digital Front Door in Hospitality

The hospitality industry is one of the most customer-facing industries, and as such, it is constantly looking for ways to improve the customer experience. Hotels are now leveraging digital front doors to enhance guest experiences and streamline operations.

With digital front doors hotels can:

• Provide seamless check-in and check-out experience. Long gone are the days of waiting in queues at the reception desk to check in or out of your accommodation. With digital front doors, guests can now complete these processes through their smartphones or other devices, saving time and reducing stress. 
• Personalize their service and recommendations for individual guests by leveraging the power of data analytics from digital front doors. This personalization can create memorable experiences that keep customers coming back.
• Enhance guest communication with hotel staff and improve service delivery such as housekeeping, and query and issues resolution. This instant communication channel not only improves guest satisfaction but also enables hospitality providers to address concerns proactively and efficiently.
• Become more sustainable and thus save costs. For example, by replacing traditional key cards with digital keys, hotels can reduce plastic waste and save on production costs.

Digital Front Door in Government Services

Governments around the world are switching to digital front doors to transform their services. Digital front doors can help governments to:

• Improve access to services thus, enabling citizens to access services regardless of their location. This is especially important for citizens who live in rural areas or who have difficulty getting to a government office.
• Improve the citizen experience by providing a more convenient and personalized way to access services. Citizens can use digital front doors to find information, apply for benefits and permits, and pay taxes from anywhere.

Digital Front Door in Banking and Finance

In recent years, the emergence of the digital front door has completely changed the customer experience around banking and finance.

Digital front doors enable customers to access banking services from their computers, tablets, and phones. With online access to their bank accounts, customers are now able to manage and track their financial activities within a few clicks.

Digital front doors also give the convenience of logging in to complete tasks opening new accounts, paying bills, transferring money, and managing investments any time of the day.

A digital banking experience report found that about four out of ten customers now have an online bank, and 36% of them check it at least once a day.

Digital banking and investment planning services have especially made it easier for customers to monitor their financial activities. This objective for enhanced customer experience has led to the rise of a growing trend of ‘fintech’ companies that are using digital technologies to deliver innovative financial products and services, such as mobile payments, automated financial advice, and new methods of investing.

Digital Front Door in Education

The digital front door is revolutionizing access to and the delivery of education. From online courses to virtual learning, digital front doors pioneering more accessible learning.

For those of us who grew up going to school five days a week, the idea that education can now be accessed anytime and anywhere is mindboggling. Digital front doors are opening up educational opportunities to far more individuals around the globe than ever before. And from the comfort of school buildings or homes, students are reaping the benefits.

From reducing the cost of attending university to increasing the number of courses available, the introduction of digital front doors in education has been incredibly beneficial. With less time spend commuting and traveling, students now have much more time to focus on their studies. It has also enabled students to access the latest development in their field while saving money on textbooks and other resources.

For educators, the use of digital front doors allows them to offer custom and dynamic content. It also allows for quicker enrollment and feedback by using online forms, surveys, and real-time tracking systems. This helps educators stay connected with their students, to keep the students on track with their studies.

Measuring Success and ROI of a Digital Front Door

A well-designed and optimized digital front door will not only drive cost savings, but also improve customer satisfaction, reduce operating expenses, and lead to more efficient public services. 

Some useful metrics for measuring the value generated and return on investment (ROI) of a digital front door include:

1. User experience: This metric indicates customer satisfaction with the overall user experience. It includes assessing how easily customers can find information, complete tasks, and access services and other forms of support. 

To measure user experience effectively, consider incorporating various indicators that can provide insights into aspects such as customer acquisition rates, customer satisfaction, and most importantly, customer service quality and efficiency.

2. Cost savings: This metric indicates the cost savings of using a digital front door over traditional service methods. To measure the cost savings associated with your digital front door, you can check for the reduction in required physical space and improvement in staff and operational efficiency.

To ensure you are getting the most out of your digital front door, it is important to regularly measure and review all these metrics. Doing this will help you understand what is working and what isn’t, and provide you with insights on how to improve the effectiveness of your digital front door.

Conclusion

Digital front doors are transforming how businesses interact with their customers and service delivery to users across different industries. With features such as solid user experience, accessibility, security and privacy, integration, scalability, and customization- digital front doors have become essential for businesses looking to stay competitive in today’s digitally connected world. 

Digital front doors are proving revolutionary across various industries, such as healthcare, hospitality, government, banking and finance, and education, bringing users the convenience, cost savings, and personalized service they desire. As digital transformation continues, the power of the digital front door will only increase, driving further innovation and allowing companies to provide an even greater level of service to their customers.

At Phunware, we understand the importance of digital front doors for businesses of all types, thus we provide you with the solutions you need to succeed. Whether you’re looking to attract new customers with cutting-edge digital front doors or need to offer more convenience for your existing customers, Phunware’s comprehensive digital front door solution can deliver the technology you need.

Chat with us today to discover how we can help you transform service delivery!

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Guest engagement requires understanding the needs of guests, their preferences and expectations, and delivering personalized experiences that exceed those expectations. Effective guest engagement strategies can lead to increased guest satisfaction, loyalty, repeat bookings, and ultimately, higher revenue.

In today’s competitive hospitality industry, guest engagement is more critical than ever. 

With countless options available, guests have high expectations and are quick to share their experiences online. Prioritizing guest engagement can help to create memorable experiences and build lasting relationships with your guests. 

In this blog, we will discuss the benefits of hotel guest engagement and share proven techniques on how hoteliers can implement effective guest engagement strategies. We will also explore how to measure guest engagement and overcome common challenges.

Understanding Hotel Guest Engagement

Guest engagement involves connecting with guests and building relationships through meaningful interactions. There are three main types of guest engagement:

• Pre-stay engagement is when you connect with guests before they even arrive at your hotel.
• In-stay engagement is how you connect with guests during their stay.
• Post-stay engagement involves connecting with guests after they’ve checked out of your hotel.

There are many benefits to engaging with hotel guests throughout their journey. Some of the most important benefits include:

• Improved guest satisfaction: When guests feel like they are being heard and their needs are being met, they’ll be more satisfied with their stay. 
• Increased revenue: When you engage guests adequately, they will be willing to spend money on more services. 
• Positive reviews and reputation: When guests have a positive experience, they are more likely to leave positive reviews online. This can help to improve the hotel’s reputation and attract new guests.
• Loyalty: Engaged guests are more likely to become loyal patrons.

Pre-Stay Guest Engagement

Engaging with guests before their arrival is the first step in the overall guest experience as it sets the tone for the entire stay. It helps in building excitement for the upcoming stay and establishes trust between the guest and the hotel. This early connection can lead to increased guest satisfaction, repeat bookings, and positive word-of-mouth referrals.

There are many strategies that you can use to engage with guests before they arrive, which include:

• Personalizing your communications with guests by using their names and any other information that you know about them. This will help to make them feel like you are genuinely interested in their stay.
• Connecting with guests on social media by sharing photos and videos of your hotel, as well as information about local events and attractions.
• Providing guests with advanced mobile experiences that allow them to explore your property and amenities. Phunware has implemented these pre-arrival tools for leading brands and they routinely see a 50% increase in amenity bookings before arrival.
• Offering concierge services to guests before they arrive. This could include helping them to book reservations, make travel arrangements, or even just answer questions.
• Offering loyalty programs to guests. This will give them a reason to stay with your hotel again and again.

In-Stay Guest Engagement

In-stay guest engagement involves providing exceptional service and creating memorable moments during the guest’s stay. Focusing on effective in-stay guest engagement enables hotel staff to address any concerns or issues promptly and create a personalized experience tailored to each guest’s preferences.

The strategies for engaging with guests during their stay include:

• Customizing the guests’ experience to their preferences and interests.
• Using technology to engage with guests. For example, providing them with access to a mobile digital concierge.
• Offering special services such as late checkouts, free upgrades, or even just a complimentary breakfast.
• Providing local recommendations such as things to do in the area to make the most of their stay.
• Hosting events and activities such as welcome reception, wine-tasting sessions, movie nights, etc.

Here are some extra tips for in-stay guest engagement:

1. Be responsive to inquiries: If guests have any questions or concerns during their stay, be sure to respond to them promptly. This will help to ensure that they have a positive experience from start to finish.
2. Be proactive: Don’t wait for guests to come to you with their needs. Offer to help them whenever you can. This will show that you are genuinely interested in their well-being.
3. Go above and beyond: Sometimes, the little things can make the biggest difference. A small gesture of kindness can go a long way toward making a guest feel special.
4. Thank your guests: A simple “thank you for staying with us” can make a big difference. Let guests know that you appreciate their choosing your hotel.

Post-Stay Guest Engagement

Engaging with guests is the last stage of the overall guest experience. It is important to maintain a pleasant relationship with guests after their stay as this increases the likelihood of future bookings and creates brand advocates who will recommend your hotel to others.

The strategies for engaging with guests after their stay include

• Sending personalized follow-up and thank-you notes.
• Requesting feedback to know what they enjoyed and what they think you should improve.
• Encouraging guests to leave reviews on your website or social media pages, and to refer their friends and family to your hotel.
• Offering incentives such as discounts and gift cards to encourage guests to return to your hotel.
• Offering loyalty rewards to guests who stay with you multiple times. This will show them that you appreciate their business and that you want them to return to your hotel again and again.

Measuring Hotel Guest Engagement

An essential step that helps to foster effective guest engagement is to measure your performance. You can measure your guest engagement using different metrics, then use the information to improve the service you provide and create a more enjoyable experience for guests.

The metrics you can use for measuring hotel guest engagement include:

1. Guest satisfaction scores: they tell you how satisfied guests are with their stay. You can collect these scores through surveys, interviews, or even just by observing guests’ behavior.
2. Guest loyalty: a measure of how likely guests are to return to your hotel in the future. You can track this by evaluating the reviews guests leave after their stay and repeat bookings.
3. Revenue Per Average Guest: This metric tells you how much money customers are spending in your hotel and the average cost per guest. It’s a good way of determining how effective your engagement strategies are, as customers spending more are likely to be those most engaged with your services and offerings.
4. Cumulative Revenue: This is the total amount of money your hotel has obtained from guests over a period of time and is a good indicator of repeat customers. If your Cummulative Revenue is increasing, it’s likely to mean you are engaging customers effectively and they are returning.

Challenges in Hotel Guest Engagement

Several challenges can make it difficult to engage guests effectively. Some of the most common challenges include:

1. Running a hotel with limited resources, which can make it difficult to invest in guest engagement initiatives.
2. A communication gap between hotel staff and guests, which can make it difficult to understand and address guests’ needs.
3. Difficulty in measuring results and tracking progress.
4. Inconsistent service quality, which can lead to a negative experience for guests.

To overcome these challenges, you should consider

1. Investing in staff training and development to improve service quality and communication skills.
2. Leveraging technology to streamline processes and enable your staff to be more efficient 
3. Establishing clear goals and objectives for your guest engagement initiatives
4. Personalizing guest experiences and empowering them to find the information they need at the right time with a unified digital experience.
5. Using data-driven insights to measure success and make improvements.

Case Studies of Successful Guest Engagement

Let’s explore how three leading hotel brands have implemented successful guest engagement strategies. These case studies will provide valuable insights for hotel owners and stakeholders in the hospitality business.

Atlantis Paradise Island Resort

An interesting case study is how Phunware’s guest experience solution helped Atlantis Paradise Island to deliver an astonishing experience for its guests. The solution enabled guests to manage their trip, seamlessly find their way to exclusive amenities around the resort, and allow them to book special excursions and dining experiences.

Gaylord Hotels

Another impressive case study is how Phunware’s Smart Hospitality Solution enabled guests to access all hotel details while also linking them to Marriott Bonvoy® for reservations, mobile check-in, and door access. The innovative solution features an on-property resort guide, activity calendar details, and interactive and real-time mapping as well as enabling guests to get reservations for restaurants and other leisure activities.

Trends in Hotel Guest Engagement

As the hospitality industry continues to evolve, hoteliers must stay updated on the latest trends in guest engagement. This will help ensure they can adapt to meet guests’ changing needs and preferences.

Innovations such as Mobile Engagement enable hotels and resorts to increase guest satisfaction, grow loyalty, and usher guests toward a delightful experience before and during their stay.

Realtime Wayfinding is another important technology reshaping the hospitality industry. Providing Wayfinding will ensure guests never get lost in a resort.

Hotels and resorts are also leveraging Geofencing to improve guest engagement. For example, Geofencing can be used to signal to staff that a new guest has arrived and to begin the check-in experience. Geofencing can also trigger automated and custom communication with guests.

Conclusion

Guest engagement in the hospitality industry is essential to provide a memorable experience for all guests. By implementing effective guest engagement strategies pre-stay, in-stay, and post-stay engagement, hoteliers can build relationships with guests, create a personalized experience tailored to each guest’s preferences, and increase their revenue.

Additionally, there are several trends in guest engagement such as Wayfinding, Mobile Engagement, and Geofencing that can empower businesses in the hospitality industry to offer innovative services. 

The importance of effective guest engagement is clear – it helps to ensure your guest have a positive experience, and come back to your hotel, ultimately increasing your revenue. 

At Phunware, we understand the importance of fostering a memorable experience for hotel guests, thus we provide you with the solutions you need to succeed. Whether you are looking to enhance your guest engagement strategies or need to build one from scratch, Phunware’s comprehensive mobile solutions can deliver the technology you need for robust hotel guest engagement. 

Chat with us today to discover how we can help you achieve guest engagement success!

The post The Art of Engaging Hotel Guests: Strategies and Tips for Effective Guest Engagement appeared first on Phunware.

With the continued focus on mobile listed as one of Education Dive’s 5 Trends Poised to Shake Up Higher Ed in 2018, now’s the time for higher education to deliver more mobile utility and make the mobile experience more personal. The smartest approach capitalizes on mobile’s hybrid physical and digital nature to serve students, faculty, staff and campus visitors more effectively.

“A smartphone is a digital device, but it moves through the physical world and includes highly specific geographic location technologies that collegiate mobile apps can leverage.”
– Phunware CEO Alan S. Knitowski (Read more)

Start with Mobile Wayfinding

Because they travel around with users, mobile devices have always been the perfect platform for location-based technologies. Since higher education campuses tend to be sprawling and difficult to navigate, nearly every campus app features a map.

PDF maps aren’t enough any more. Integrating mobile wayfinding capabilities can turn your campus app(s) into an interactive digital guide for students, instructors, staff and visitors, providing turn-by-turn directions from any starting point to any location, indoors and out. If your campus doesn’t have a good mobile wayfinding solution, consider adding one ASAP.

Your campus wayfinding solution should be built on a flexible platform that can work with a wide range of hardware partners and configurations, and preferably integrates well with the existing campus wireless infrastructure. Advanced mobile wayfinding also requires location-enabled hardware like Wi-Fi access points and physical or virtual Bluetooth beacons to provide greater location specificity and implementation flexibility.

The good news is, incorporating mobile wayfinding doesn’t have to be a forklift. You can start with static wayfinding (wayfinding that uses pre-programmed routes, rather than moving with each user in real time) building-to-building or only in key complexes, and expand from there with greater beacon or Wi-Fi density and location specificity. The best solutions make it easy to adjust maps as needed to route users around construction, storm-damaged areas, etc.—and to add, change or remove points of interest at any time.

Learn more about wayfinding and other location-based solutions from Phunware here.

VISIT THE LOCATION-BASED SOLUTIONS PAGE

Adding mobile wayfinding to your campus app can do more than just help students get to class:

• It can enhance security. Use day / time rules to direct app users via paths that are lighted at night. Highlight emergency call boxes as points of interest so users can navigate to them easily.
• It can increase accessibility. With the appropriate user onboarding process, you can provide wheelchair-accessible routing for students who need it. You can even offer relevant verbal cues for users who are blind or visually impaired.
• It can streamline traffic during large events (move-in day, football games, graduation). Anytime there are large numbers of visitors on campus, there are large numbers of people feeling lost and confused. Mobile wayfinding helps these visitors find their way confidently and with minimum frustrated wandering. You can make things easier by installing permanent or temporary points of interest to help these big-day visitors—for example, recycling bins and unloading stations for move-in day, picture spots for graduation or big football games, etc.
• It can help coordinate maintenance, deliveries and equipment requests. Campus staff can utilize the same mobile wayfinding platform to navigate the most efficient routes and save valuable time. Mobile equipment can be outfitted with beacon technology to facilitate asset tracking as well.

Next Steps: 3 Ways College Mobile Apps Can Get More from Location Technologies

Once you have a mobile platform and infrastructure to support location-based use cases, there’s so much more you can do. Here are three smart ideas (and they’re just for starters).

1. Location Sharing. This functionality allows app users to share their locations with each other (with permission control). It really comes in handy for retail, healthcare, and hospitality brands—and a surprising number of use cases for college campuses.

• Shuttle bus drivers can make their location publicly available so riders can see exactly how long they have to wait for the next bus.
• Professors, TAs and tutors can share their location with students during library or office hours, allowing students to message them directly or find them easily to meet in person. Groups such as recreational sports teams, lab groups, etc. can enable location-sharing for events and easily find each other, even in crowded libraries or intramural fields.
• Students in a potentially unsafe situation can share their location with the nearest security officer, who can navigate directly to the student by the fastest possible route.

Want to know more about location technology? Download our Location Tech 101 eBook to learn more about different location technologies and how they can work for your strategic goals.

DOWNLOAD THE eBOOK

2. Mobile Engagement. Universities can use location-based triggers to send messages to individual users or groups of users, and even to customize their in-app experience. Messages can be segmented by user, location, behavior and events.

• On move-in day, the school can send informative messages to new students and parents and trigger a “welcome to campus” experience in the app.
• The school can set geo-fences around buildings to trigger messages to students the first time they enter that location, or on special dates (homecoming, graduation, midterms…)
• School PR and sports marketing teams can promote events to students who are likely to attend. For example, say the Athletics department wants to fill the student section for a women’s volleyball game. The university could geo-fence nearby dorms, restaurants, coffee shops or bars and send a message to students within those geo-fences offering free admission. Analytics can also capture the number of attendees who received this message, proving attribution for the marketing effort.
• Student Health Services can message all students with vaccination reminders and other important health updates. When students come within a certain radius of the health building, when they leave their dorms, at orientation, etc.
• Student Life can promote involvement and retention with targeted messaging based on student behavior. For example, students who visit the rec center five times in a month might receive notification of relevant sports clubs they could join, whereas students who attend multiple events in the fine arts complex might receive notice of upcoming art shows. This approach is much more effective than the usual paper flyer or email because notifications can include a link to more information and schedules within the app.

These messages can get even more targeted with additional mobile data. For example, the Phunware platform touches hundreds of mobile apps and a billion devices worldwide each month. If a given device ID uses your college app and, for example, is a frequent golf mobile gamer, you can target that user with a message about an intramural golf team.

Interested in learning more? Download our Mobile Marketing Automation eBook for a helpful overview and key considerations for getting started!

DOWNLOAD THE eBOOK

3. Analytics. By collecting data over time about app user traffic patterns, university administration can understand what’s really happening across the campus. This data can assist in event planning, construction decisions, building updates, climate control and lighting decisions and more. It can also help the school better understand its student body and faculty.

Phunware can help you make the most of your mobile strategies.

Our team has years of experience with indoor and outdoor mobile wayfinding across all kinds of large facilities, including hospitals, airports and mixed-use developments. What’s more, Phunware’s expertise in mobile app lifecycle management and our full suite of mobile solutions means we’re an ideal partner for any organization’s mobile-first future.

To learn more about our offerings, download Phunware’s Higher Education Feature Sheet.

DOWNLOAD THE FEATURE SHEET

The post 4 Ways Higher Ed Can Get More from Mobile and Location Technology appeared first on Phunware.

But what about environments where people want to explore—such as resorts, casinos or theme parks? In these environments, mobile wayfinding really shines. It puts a personal explorer’s guide right in the user’s pocket, helping people discover new points of interest and make the most of their stay. And while enhancing the guest experience, mobile wayfinding can also help drive incremental on-property spend and improve guest services’ efficiency and performance.

5 Reasons Mobile Wayfinding Is a Smart Investment for Hospitality Brands

A recent article in Techzone360 describes how mobile and location technologies are powering the smart hotel of the future, yet the hospitality industry as a whole seems confused about how to start or where to go next. According to Econsultancy’s Digital Trends in the Travel and Hospitality Sectors, mobile experiences and analytics represent the top priority for tech investment in 2018. However, another survey—The 2018 Lodging Technology Study from Hospitality Technology—declares that just 26% of hoteliers plan to upgrade their guest-facing mobile apps in 2018, while 22% plan to add or upgrade location technology.

Confusion aside, mobile-first digital transformation is coming to the hospitality industry, and large properties stand to benefit significantly. Whether it’s added to an existing app or anchoring a new one, mobile wayfinding is a strategic way to gain quick advantages now, while building a scalable foundation for your mobile-first future.

Here are five reasons mobile wayfinding is ideal for large-property hospitality brands:

1. It personalizes the navigation experience. People carry their smartphones with them everywhere these days and they’re used to relying on mapping apps to navigate when traveling. Mobile wayfinding brings that convenience to app users when they’re on property, even indoors. Digital signage and paper maps just tell people where things are. Mobile wayfinding tells app users where they are in relation to every point of interest on your property and provides turn-by-turn navigation anywhere they want to go.
2. It streamlines the necessities for your guests. By helping app users find their rooms or parking spots quickly, you’re reducing frustration and speeding them towards the enjoyment (and hopefully spending) part of their stay.
3. It facilitates discovery. As users explore their interactive map of your property, they discover points of interest along the way and can quickly and easily tap or swipe to get more information. Push notifications also invite further exploration—for example, as an app user passes a particular shop or spa, a push notification could be triggered to entice or incentivize a visit. (Mobile engagement also opens up potential revenue-driving partnerships with retailers and food service concessionaires.)
   Learn more in this eBook: Mobile Marketing Automation: Why It Matters and How to Get Started

   DOWNLOAD THE eBOOK

4. It can be built on a scalable and flexible foundation. Because the most advanced mobile wayfinding works with a wide range of sensor and location technologies and at different levels of granularity, you can start with the most affordable approach and expand your investment and use cases over time. For example, you can lay a foundation with static wayfinding, enabled by GPS and your existing Wi-Fi infrastructure, then move to real-time “blue dot” wayfinding with more extensive beacon, vBLE and/or smart lighting implementations as your roadmap extends. Increasing beacon density enables greater precision and accuracy and, as you expand, also enables you to use those beacons to trigger more use cases. For example, increasing beacon density on a casino floor might enable app users to navigate directly to their favorite slot machines or tables, or enable a virtual treasure hunt experience for resort patrons with kids.)
5. It’s attractive to multiple target audiences.
   • For vacation travelers, mobile wayfinding offers an added convenience, intriguing technology and a more personalized experience.
   • For meeting planners, it’s a way to help attendees reach specific events and locations relaxed and on time, navigate complex floor plans and even attract conference partners by extending wayfinding to the booth level on a convention floor.
   • For large group travel, mobile wayfinding offers a way to keep large groups connected with tour leaders, find each other easily and navigate to specific meeting points and events with ease.
   • For online travel agents, it’s an added proof point that your property is staying on top of consumer technology trends and ensuring an ideal guest experience.

Use Cases for Enhancing the Guest Experience

With a personal explorer’s guide to your property, guests will be able to:

• Find their rooms quickly and with less frustration
• Discover new points of interest on every journey—including retail and food services, entertainment venues, rides and experiences, etc.
• Locate empty parking and find their cars later (with parking system integration)
• Take the fastest route to amenities and points of interest (especially useful when running late to a show, for example, or hurrying to get to a specific ride or spa appointment)
• Use location sharing to find friends and family anywhere on property or to locate the nearest staff member

Use Cases for Improving Operations and Driving Revenue

Mobile wayfinding isn’t just for guests. By adding wayfinding to employee mobile apps, you can empower even temporary staff to be more efficient and productive while gathering valuable contextual data about both employee movement and guest behavior on property.

With mobile wayfinding in guest and employee apps, your organization can:

• Integrate with RFID or use beacons to track luggage or cleaning carts and more
• Utilize location sharing between staff and supervisors to help optimize headcount at key locations and times
• Share staff member locations with guests to facilitate order delivery, first aid and general guest support
• Add analytics to track guest traffic patterns and help alleviate bottlenecks
• Integrate with your guest management platform to personalize staff touchpoints, push notifications and more
• Collect contextual data on app user behavior while on-property—where they go, where they don’t, frequency of visits, times of day, etc.—then integrate with your guest management platform to better inform your profiles.
• Improve productivity by optimizing employee routing for room service, food and drink order delivery and more.
• Partner with retail, food / drink, entertainment and other guest-service concessions for special location-triggered offers, etc.

Among hotel execs, managers and staff:

• 91% think it’s important to generate insights from guest data to improve the guest experience
• 86% agree that all hotel employees require mobile access to be most effective in their jobs

Source: The 2017 Smart Decision Guide® to Hotel Guest Experience Management

Choosing a Mobile Wayfinding Partner

Mobile changes fast. Even if you have a digital team that’s familiar with mobile strategy, they may not have the necessary skills or bandwidth to enable mobile wayfinding. That’s why it’s usually best to seek an experienced development partner with a licensable wayfinding solution.

If you need to build a new guest- or employee-facing mobile app, look for a provider with a complete, brandable solution and/or custom development program. If you’re just adding mobile wayfinding to an existing app, look for a provider that offers easily integrated mobile building blocks (known as SDKs, or software development kits) that enable indoor and outdoor mapping, routing, and blue-dot navigation and can be customized for your needs.

In addition, look for a mobile wayfinding partner with:

• The flexibility to use your choice of enabling technologies (or a combination), as mobile wayfinding can work with GPS, Wi-Fi, physical beacons, virtual beacons and even smart lighting
• A user-friendly interface that allows you to change maps and points of interest (POIs) easily
• A proven track record of success with mobile wayfinding (ask for case studies)
• Experience working in today’s sprawling hospitality and entertainment environments with super-high ceilings and tight corners, huge indoor / outdoor spaces and labyrinthine corridors
• A lifecycle approach to ensure your mobile presence is built for scalability, expanding use cases and interoperability with myriad mobile technologies

Phunware has been at the forefront of mobile wayfinding for years now, helping organizations across multiple verticals guide and delight app users with personal mapping and navigation tools. Our experience extends from luxury residential to retail and mixed-use properties, large entertainment venues, hospitality environments and more. To learn more about our approach, check out our wayfinding solution videos or download our Hospitality Solution Overview.

WATCH THE VIDEOS

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