Can mobile concierge improve the guest experience in hotels & deliver staff efficiencies?
Mobile concierge (also known as digital concierge or service requests) can unlock a host of benefits for both staff and guests alike and deliver new ways of optimising resources and driving revenue.
According to Hospitality Technology’s 2022 Customer Engagement Survey, 73% of guests want to interact with hotels via their smartphones, so what better way than providing guests with an online means of making requests or accessing information in the palm of their hands?
Here, we explore how mobile concierge can fulfil a host of needs for both hoteliers and guests…
Mobile concierge or online service requests can elevate the hotel's guest experience by providing guests with a convenient and efficient way of accessing information and making requests.
And by providing guests with this service, hotels can streamline staff resources by reducing the need for staff to answer repetitive questions or perform routine tasks. This enables staff to focus on providing more personalised service and addressing more complex guest needs.
How can mobile concierge improve the guest experience in hotels?
Digital concierge services provide guests with personalised, timely information and assistance through a mobile app or website. Guests can use the service to make reservations, request housekeeping or maintenance services, and access information about the hotel and local area. Overall, it can improve guest satisfaction and enhance the guest experience by providing guests with more control and convenience during their stay.
The 7Pines Ibiza Resort uses IRIS’s mobile concierge and digital guest directory to provide their guests with a first-class and efficient service:
“It gives our guests a seamless means of communicating with us to and the ability to order their favourite food and drink items online.
With the app, guests can make quick and instant service requests to staff – from requesting extra pillows and using the laundry service to asking general questions to the concierge team; staff will receive these requests online and facilitate them quickly and efficiently, communicating with the guests if need be. Requests can be made in just one click, and guests can add messages to housekeeping if required.
Additionally, the guest directory provides a sustainable, cost-effective way for guests to find information about the hotel, our facilities and the local area, at a click of a button.”
How can hotels improve staff efficiencies & optimise resources?
Mobile concierge services can automate repetitive tasks and provide guests with instant access to information, thereby freeing up staff resources.
Digital guest requests for room service, housekeeping, and transportation, can be directed to the individual departments concerned thereby streamlining processes and providing the guest with a more efficient and relevant service. Staff can easily view and respond to each request and alerts/escalations can be set up to suit your operations - whether that’s SMS, Email or Voice.
“Guests are craving convenience and value more than ever which is leading to an unprecedented demand for tools that allow customers to manage their own experiences and requests online. Digital ordering and service requests enable hoteliers to reach guests in a way that suits them and satisfies this demand for mobile experiences.
It also helps alleviate ongoing staffing challenges – online requests can take the strain off your staff and spread the work across various departments rather than solely relying on the front desk to handle the queries for example. In short, the more guest-facing services you can make mobile, the better.”
Why are digital requests preferable to more traditional methods of communication?
24/7 Convenience: Having a mobile concierge allows guests to access information and request services at any time, from anywhere, using their own devices. This eliminates the need for guests to wait in line, search for a member of staff or call the front desk. Useful for guests who arrive at the hotel late at night or have urgent requests.
Speed: Online service requests can be processed quicker than traditional methods. For example, guests can use a mobile app to request housekeeping services or book a taxi in seconds.
Tailored to guest’s individual needs: guests can receive a more personalised experience by allowing them to customise their requests and preferences, and view their history of requests or orders.
Cost efficiency: Hotels can optimise staff resources and increase operational efficiencies, which can lead to cost savings. As everything is digital (and updated online) printing costs are reduced, if not eliminated entirely – a benefit to the hotel’s bottom line and the environment.
Accessibility: online services and information are accessible for guests with disabilities or language barriers, which can be difficult to provide with traditional methods. The services are also accessible (mainly via QR codes) to all the guests, wherever they may be on your property (or off-site) and at any time.
Improved guest satisfaction: with real-time information, instant requests and recommendations at their fingertips, the guest’s needs will be satisfied more efficiently, enriching their overall experience.
Easily editable: as it’s online, the information can be edited and updated in minutes, at the click of a button.
Data tracking: hotels can access valuable data about guest preferences and behaviour which can be used to improve the guest experience and tailor marketing efforts.
Increased revenue opportunities: By providing a wider range of services and recommendations, having a hotel service app can increase revenue for hotels through upselling and cross-selling opportunities.
The Mallorca Ç Collection uses IRIS’s app to give their guests a sustainable, digital experience that enhances their stay:
“Our guests are just one tap away from accessing hotel information, ordering drinks and food, and making service requests online.
The app provides a wealth of information on the hotel, its amenities and services and local attractions which helps the guest to personalise and enrich their stay, all whilst providing the hotel with additional incremental revenue and an easy means of satisfying guest requests.
As it’s all digital, we can edit the information easily, so we consistently provide accurate information to guests and reduce the reliance on the front desk.
Guests make service requests like ordering extra sheets, collecting their tray or booking luxury spa treatments. This enables the hotel to easily and quickly fulfil their needs, all whilst driving sales through additional bookings of spa packages etc.”
How to implement digital requests and mobile concierge
Mobile concierge and service requests need to be clearly promoted and accessible via a web page or a mobile app.
Hotels generally promote their web page or app through QR codes, displayed at check-in, on pre-arrival emails and in guest bedrooms. Make it clear what information the guests can access and what services are available so they instantly know where to go to get information about the hotel and local area, and to make requests.
