Guest Journey

Leveraging technology to improve the hotel guest journey

Planning and booking

Technology is changing how hotel guests navigate their individual travel journeys. With a few taps on a mobile device, travelers can customize their experience by seeking information, requesting services, making purchases, and interacting with hotel team members and other travelers. Here’s a quick look at some of the ways technology is impacting the consumer travel experience.  

Planning travel has never been easier for consumers. Whether it’s for business or leisure, travelers can turn to social media and online search to research their destination and find a hotel that best fits their needs. Once they’ve narrowed their search, direct and third-party booking channels make reserving rooms and purchasing add-ons simple and seamless. After booking, email communications and apps keep guests updated with important information pertaining to their upcoming stay.

On-property experience

The evolution of the on-property arrival experience is in full swing. While hotels will always rely on team members to deliver top-notch customer service, some properties offer travelers the ability to digitally check-in, secure their room key, and enter their room all without stopping by the front desk.

Lobby kiosks and in-room tablets are changing how guests interact with hotel team members during their stay. With digital access, travelers can efficiently request services, access amenities, and initiate check-out to enhance their stay.

After departure

After guests check-out, they have an opportunity to continue building their relationships with hotels as well as other travelers who may be planning their next trip. Online review sites provide a platform for travelers to share their experiences publicly so hotel team members can read and respond accordingly and potential guests can take their feedback into consideration when selecting a property.

The impact technology is having on the consumer journey is also reshaping independent hotel operations. With innRoad’s cloud-based hotel management software, our hotel clients are positioning themselves to handle tomorrow’s tech innovations today. Contact one of our hotel technology experts today to learn how innRoad can prepare your hotel for the future, simply click here or call us at 1-855-INNROAD.