Although the world of hospitality is constantly evolving and adapting, the guest experience will always be the heartbeat of any hotel operation. As hoteliers continually seek innovative ways to improve their businesses, hotel mobile ordering systems have gained traction over the last several years, revolutionizing the way guests interact with hotel brands. While mobile ordering tech can have a huge impact internally, improving operational efficiency while making life easier for your staff, at the end of the day, the goal is to make your guests happier.
From in-room dining to on-demand turndown service to F&B delivery anywhere on-site, mobile ordering offers a seamless and personalized experience, ultimately leading to better reviews, word-of-mouth marketing, and return visits.
The Importance of Guest Reviews and Return Visits:
Before we dive into the intricacies of mobile ordering, let’s underscore the significance of guest reviews and loyalty in the hospitality industry. Positive reviews serve as powerful social proof endorsements, attracting potential guests and influencing their booking decisions. On the other hand, negative feedback can tarnish a hotel’s reputation and deter prospective guests.
According to a recent survey, 81% of travelers say they “always or often” read reviews before booking their accommodations. Along with that, Expedia found that 72% of the time, guests will choose a hotel with a higher review score over one with a brand name or a lower price.
Generally speaking, 35% of a business’ revenue comes from repeat customers who make up only 5% of the total customer base. So if you can wow your guests with an amazing experience (digitally and IRL), you can turn them into return visitors. These loyal guests not only contribute significantly to a hotel’s revenue but also serve as brand ambassadors, promoting the hotel through reviews and word-of-mouth recommendations.
How Mobile Ordering Can Impact A Hotel’s Reputation:
Convenience:
Mobile ordering offers speed and convenience by giving your guests control over how, when, and where they engage with the amenities your hotel has to offer. With a few taps on their phone, guests can order room service or receive their F&B order at the pool, business center, lobby, or any other designated area on-site. Similarly, Order@Table, Pay@Table, and OpenTab features allow guests at hotel bars or full service restaurants to order, add items to their tab, and easily pay via mobile or charge-to-room.
While F&B ordering is the main use case for this kind of tech, hotels can expand mobile ordering to create a 360° experience. In this scenario, guests can use their phone to reserve a table at a hotel restaurant, book and pay for a spa appointment, request turndown service, order extra towels or other in-room products, buy a souvenir from the gift shop, or even book a tour.
And, perhaps one of the more overlooked benefits of guest experience tech – mobile tipping. You can get rid of that awkward dance when the guest fumbles with their wallet and doesn’t quite know who or how much to tip, as mobile tipping allows guests to leave gratuity at their leisure, paid to individuals or departments.
Personalized Service:
Whether it’s a specific dietary requirement or a craving for a particular cuisine, mobile ordering platforms can showcase various menus and offerings, ensuring that every guest’s preferences are met. With data gathered from previous orders or a pre-stay questionnaire, hotels can gain insights into guest preferences, enabling personalized offers and services tailored to meet individual needs. For example, if a guest prefers vegan food, the hotel can proactively suggest vegan-friendly options on the mobile room service or restaurant menu page. This level of attention through a data-driven personalized approach enhances the overall guest experience and makes them feel valued and well-cared for.
Service Efficiency:
By automating the ordering process, hotels can reduce wait times and minimize errors, while detailed order tracking and notifications allow guests and staff to stay informed about the status of requests, ensuring a smooth and hassle-free experience.
Moreover, mobile ordering allows hotels to efficiently manage their inventory and resources. By having a clear overview of the orders placed, hotels can plan their kitchen operations, staff allocation, and procurement more effectively, giving staff more time to focus on guests.
Generating Additional Reviews & Feedback:
All of the aforementioned benefits create positive sentiment from your guests, which of course influences reviews, but the tech can also be used to generate additional reviews and feedback. A simple post-stay “thank you” confirmation screen can enable guests to submit feedback, or you can provide links to leave reviews on Google, TripAdvisor, or any other review page.
This makes the review process as simple as possible, encouraging guests to leave reviews who may not have done so otherwise.
Putting It All Together:
When you pair this type of digital 360° guest experience with a well-trained, friendly, and knowledgeable staff to provide personal touches, your guests will leave your hotel happy and excited to come back again.
By seamlessly integrating technology into every aspect of the guest journey, from in-room dining to personalized experiences, hotels can establish a reputation for superior service that resonates with guests long after their stay. Embrace the power of mobile ordering to not only streamline operations but also to forge meaningful connections with your guests. Remember, each satisfied guest is a potential brand ambassador, and every positive review can attract more discerning travelers.
As the hospitality industry continues to evolve, it’s clear that investing in guest experience technology like mobile ordering is not just a trend, but a strategic move to thrive in a competitive landscape. So, if you want to see how CardFree Concierge Hotel Services can evolve your hotel guest experience, get in touch to set up a demo.