PwC on Mobiles & Wearables in Hospitality
Hospitality Directions US: Spotlight on connected devices
these are excepts from a PwC pamphlet:
Download: Hospitality Directions US: Spotlight on connected devices
A few main drivers necessitate that hotel operators adapt quickly and develop plans to cater to connected guests: internal organization alignment, incremental revenue streams, and guest loyalty.
Developing a well-defined mobile strategy allows alignment of business and IT to power growth. Connected guests are loyal guests, thanks to the convenience of one-touch access. Mobile devices represent an opportunity for hotels to increase loyalty and enhance value of the overall guest experience, which may in turn drive up revenue per available room (RevPAR) through increased occupancy and/or higher room rates. More personalized and connected experiences, through mobile devices also opens opportunities for hotels to offer additional food and beverage, and other services, driving incremental revenue streams.
Deepen their knowledge of customer preferences by tracking guests during every touch point—from the moment they plan a visit, throughout their stay on a property, and until checkout. Based
on that data, offer incentives for future visits such as a rebate for a particular service or discounted room rates at certain times of year.
Even before guests actually arrive at the property, they receive a notification on their mobile device that reads something like this: Your room, 569, is now ready for check-in. Per your preferences, it is set to 71 degrees, includes an extra blanket, and is near an elevator. A copy of the The Daily Gazette will be delivered every morning during your stay.
Tap into guest preferences while they’re at a property to enable more efficient, personalized operations. For example, hotels can anticipate their guests’ drink preferences or provide extra bed linens, based on previous behavior and selections. While in the room, a guest can browse complimentary amenities and make requests from the in-room tablet.
Combine social listening with customer-tracking data for customer insights before, during, and after their stay. Social media offers deep insights into customer behavior—from the minute a
customer thinks about travel and asks for recommendations on social media, to his or her comments and photographs on social media both during and after the stay.
Management will need to continue to maintain customer trust while moving to mobile-enabled benefits such as keyless entry. Mobile keys, transmitted using secure encrypted technology are
thoroughly tested by an independent third party to expose vulnerabilities. Keyless entry allows hotels to offer tired travelers the kind of convenience that is as easy as opening their own front
door—thus skipping the long line at the front desk after long lines at airports or sitting in traffic in a car.
Image by PricewaterhouseCoopers LLP