Excellent guest service has been the bedrock of the hospitality industry since ancient travel times and remains so today. Guests enjoy being recognized, rewarded, and they particularly love special treatment. Whether traveling for business or leisure, their decision to revisit depends largely on their experience, and how it aligns with their expectations. As a result, operators must rely on a multifaceted approach toward delivering an exceptional guest experience that likely includes front desk operations, housekeeping services, manager interaction, rewards and so on.
With the advent of smartphone technology, operators can now give their guests the option to take some measure of control over their experience, allowing them to manage various aspects of their stay in a way that suits them. Irrespective of age, gender, education or other factors, mobile usage is common now-a-days and information presentation on a smart device has become amazingly intuitive – kudos to UX designers. Traditionally, operators relied on inter-personal skills and face-to-face interaction with the guest to provide a desirable experience, but today these operators are challenged with unprecedented guest safety and comfort concerns due to COVID-19 that limit face-to-face guest interaction. How do hoteliers maintain or exceed service levels in such times?