How Technology Elevates Guest Engagement in Hotels

Guest engagement doesn’t stop at the front desk! Here are four ways technology can improve your guest engagement strategy.

1. Reward Repeat Guests

A loyalty program is a powerful marketing strategy to engage with hotel guests. With a loyalty program, properties can attract and retain customers by offering them discounts or rewards through a point system. The more they stay at your hotel, the better the rewards. Loyalty programs effectively engage your guests while gaining internal benefits. When your guests sign up for a loyalty program, they permit you to use their contact information, allowing you to email them about special events and promotions. It also enables you to track your customers and monitor trends to learn more about your customers and their habits. It’s easy to encourage your guests to use your loyalty program by delivering it through a mobile app. Mobile apps can provide many more opportunities to engage your guests and connect them with your property. A mobile app can help guests seamlessly book rooms, communicate with the front desk, and easily access hotel information such as daily events and activities. Mobile apps don’t have to be expensive and complicated to build. BBH’S DigiMobile is a brandable mobile app that eliminates the risk, high cost, and long lead times of creating a high-quality mobile app.

2. Provide Unbeatable Customer Service

Customer service is the heart of the guest experience. It’s what guests expect from a hotel and allows your property to build loyalty and engagement. According to datumize.com 81% of travelers say they want more digital customer service options from hotels. As the hospitality industry recovers from the pandemic, expectations for digital customer service aren’t changing. Here are a few tools that can help your property deliver exceptional customer service:

A mobile app: A mobile app can help guests seamlessly book rooms, communicate with the front desk, and easily access hotel information such as daily events and activities. A mobile app is a great way to promote your loyalty program and keep guests engaged. Mobile apps don’t require lengthy development timelines and expensive budgets. BBH’S DigiMobile is a brandable mobile app that eliminates the risk, high cost, and long lead times associated with creating a high-quality mobile app. 

Interactive Television: BBH’s ITV allows your guests to view dining options, make reservations, file maintenance requests, order room service, ask for items such as towels or pillows, and take part in contactless checkout. These requests are sent directly to the necessary department, which limits your staff’s time on the phone and allows them to focus on service fulfillment.

3. Enhance your Guest Experience 

Traveling can be exhausting for your guests. When guests visit your property, they’re leaving behind their favorite pillow, their preferred coffee, and the home entertainment they’re used to. By taking extra steps to make your guests feel at home, you can create an engaging experience they’ll never forget. You don’t have to be a luxurious resort with a high price point to offer great hospitality. Give them the amenities that they have at home like high-speed internet, live and on-demand TV options, and the ability to stream their favorite TV shows and movies through a casting solution like BBH Cast. BBH Cast is an affordable, easy-to-use casting solution that’s secure and reliable. It allows you to deliver the at-home entertainment experience that your guests want.

4. Level Up In-Room Amenities

Guests expect fast, reliable, free internet access at your property. It’s necessary when planning activities for the day, staying in touch with friends and family, and working from your property. Not having reliable WIFI can damage your property’s reputation and decrease guest engagement. Guests view free, high-speed WIFI as an essential amenity, so it is critical to work with a trusted provider to get the job done right. BBH offers solid, dependable WIFI solutions to over 1,000 properties across the US, with over 25 years of industry experience. As a high-speed Internet access design and deployment leader in the hospitality market, BBH offers free assessments and site surveys, which result in comprehensive low voltage proposals.