Why Hotels Should Master the Fundamentals of Guest Experience Before Adding the Bells and Whistles

NBA legend Michael Jordan famously said, “You can practice shooting eight hours a day, but if your technique is wrong, then all you become is very good at shooting the wrong way. Get the fundamentals down, and the level of everything you do will rise.” The same can be said for the hospitality industry. At least it is what Joe Vargas, SVP & General Manager, Infor Hospitality believes as he shares an article on HospitalityNet.org about mastering the fundamentals of guest experience. We live in a technologically inspired world and innovation is present in our daily lives. In hospitality, innovative features have the potential to undoubtedly elevate guest experiences. However, Vargas says that hotel executives aiming to close the experience gap must first lay a strong foundation by perfecting core operations. Concentrating on essential elements ensures guest satisfaction and creates a stable infrastructure that supports further technological enhancements. For example, your hotel’s website must balance the traditional guest booking experience before you add flashy bells and whistles. “When it comes to frictionless service,” Vargas notes, “people often recognize the link between technology and guest experience only when tech fails, is slow, or disrupts the process. Guests look for elegantly designed, user-friendly websites, booking engines, and mobile apps, with automation simplifying the check-in process. But, these elements must be supported by technology to ensure speed, convenience, and adequately timed information to enhance the experience.”

 

Bridging the guest experience gap
When it comes to guest experiences, the margin for error is  very thin. On the other hand, Vargas says that meeting or exceeding guest expectations brings measurable business benefits, and the guest experience gap presents a golden opportunity. By bridging this gap, where technology complements rather than complicates the human element of the guest experience, hotels can unlock new levels of guest satisfaction. Vargas highlights the following strategies for hoteliers to enhance this experience for their properties.

• Invest in Modern, Unified Technology
• Empower Your Workforce
• Deliver Personalized Experiences
• Create Emotional Connections
• Proactively Manage and Respond to Feedback

Vargas concludes that mastering the fundamentals with the help of modern hotel technology is the key to ultimate guest experience. “To triumph in the guest experience race, align your experience goals and hotel systems with what truly matters to your guests. When guests feel appreciated, the tangible business benefits include enhanced guest loyalty and capturing a larger share of their spending.”

 

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