I recall a time when I was a kid and my parents decided to take me to a hotel. What an excitement! I remember the large bed, a powerful shower, the television I could watch from the bed… All the things I did not have at home, and that made my experience so unique and special that I still remember it today!
Last week I took my own kids to a hotel. After just a few minutes in the room, they started asking me: “Dad, when are we going back home?” They were bored… I wondered why?
In less than 30 years, hotels have gone from unique and special to predictable and boring, losing their attractiveness towards the younger generations in the process. I never really understood what the marketing people meant by “Gen X, Y and Z” as I felt I was a part of them all. But clearly one could say Gen X are the ones that were excited by hotel rooms, Gen Y think of hotels as nothing special, Gen Z are already checking-in on airbnb and other services more in tune with their audience. Is this inevitable - can’t hoteliers do something about it? Tourism is still one of the largest industries worldwide. Doesn’t it deserve a better destiny?
Hotel brands must change to remain attractive to the new generations of guests. Bring back the culture of innovation and creativity that made them so special to begin with!
Here are a few ideas that I think would make hotels more attractive, in tune with expectations and “cool” to my kids:
Giving back control to the guest
First, hotels need to accept the idea that what guests want is often fundamentally different from what they deliver. Hoteliers often expect all guests to appreciate “personal service”. Personal service is very nice, but unfortunately often delivered under the pretext of “manual check-in”, also known as “waiting in line while the receptionists try to spell your name and assigning the room they think you want”. Guests are experts at their own name and know exactly what kind of room they prefer!
Times are changing! We often feel much more comfortable doing our own online reservations, checking in by ourselves, selecting the preferred location for our room and perhaps even setting the temperature and ambience before arrival. It’s all about being in control and having the ability to customize according to our own specific needs and preferences.
Adapting the guest experience
Hotels often choose the simple path, and force all of their guests through the same process, thinking one size fits all. This is regardless of if you are young or old, male or female, geek or tech adverse…
Wouldn´t it be cool to walk into a room fully customized to your personal preferences that were submitted during your personalized online check-in: Ambient lights configured to fit our mood, the ideal temperature, screens displaying artwork to your taste or perhaps even pictures from your own Instagram account!
Imagine a guest room where Wi-Fi is automatic, and as soon as you turn on the TV - all of your media content is available for you to pick-up where you left your favorite TV show at home!
This level of service is not science fiction or restricted to 5 star hotels. It can be turned into reality, with full automation in a technology driven process utilizing a mix of CRM, guest profiling and integrations between the available systems.
Re-inventing the service offer
Hotels have been offering the same kind of services for decades.
Yet guests have changed, society has changed, and we have changed. Our expectations are very different today, but basic hotel services remain the same…
We all accept the idea that hotels cannot offer everything for free. So yes, we understand that they need to make a choice; if they can’t offer services A or B, we at least expect them to offer what we really care for.
So please get rid of what we do not want and give us what we need! It doesn’t make sense to pay for Wi-Fi or a bottle of water, while there is still an expensive and unused telephone in the room or a minibar with dated chocolate!
More modern and efficient ways to check-in and service guests are now available that provide the chance to revamp a hotel’s offerings. If the majority of guests checked-in online and avoided the pleasure of “personal service” (standing in line waiting), many front desk positions could be used in better and much more creative ways. What about using the hotel staff to bring our luggage to our room, or even better - offer us a massage for every stay? Yoga, singing lessons or a chess tournament?
The field of possibilities is endless…
Hotel groups need to rethink their approach to the overall guest experience. At a time where home rentals are exploding (people try to find a feel of the local experience) and indirect booking channels are growing, hotel groups need to go back to their roots: offering a good night of sleep and giving a truly unique experience, thus once again ensuring each stay at a hotel is special and memorable.
Customers and partners worldwide are now pleased that FCS is no longer viewed as just a middleware or call accounting and voicemail company. FCS is truly an expert in delivering hospitality guest and operation solutions with customized consultative solution architect for mega gaming resorts, luxury and chain hotels...
With the recent launch of our new corporate video, you will be able to explore our world of possibilities and understand how FCS has evolved into a comprehensive hospitality solution and services provider. In the video, you will learn more about the numerous advantages of the FCS Rainbow Solution, professional services, major account offerings, partnership programs and our ability to offer multi-lingual global support. Don’t wait, watch the video to find out more about the new FCS now!
A truly unique end-to-end solution for online check-in/out with outstanding benefits for both hotels and their guests
Ariane’s award-winning online check-in system has been integrated with FCS e-Housekeeping, e-Connect and i-Guest Mobile App to fully automate the entire online check-in/out experience. The solution provides greatly enhanced guest convenience by eliminating the need to wait in long lines for a traditional front desk check-in. Hotel guests can now register and check-in before they arrive, through a mobile-friendly online check-in module or via FCS i-Guest, and then pick up their guestroom keycards from the key dispenser located on the property. Guests can also check-out online or via FCS i-Guest, while retaining the ability to request additional end-of-stay services.
Ariane will automatically check the guest in via the PMS on arrival day, and escalate a rush room request through FCS e-Housekeeping that prompts the assigned room attendant to clean the room as a top priority if it is not currently ready. Work orders are also opened automatically for other service requests made at the time of check-in/out via e-Connect. This newly created solution helps to boost hotel workflow efficiency while additionally improving the guest experience.
To schedule a demo or meeting for the combined FCS/ Ariane solution, please email [email protected].
The new version of e-Recovery enables you to manage all incidents and complaints with associated compensation costs from your iPad or Android Tablets.
FCS e-Recovery can run on desktop as well as on iOS and Android tablets in this new release. Its intuitive user interface design for incident logging on tablet devices allows front line agents to maintain proper eye contact and attention with guests. From the tablets, hotel staff and management can also track the status of complaints, accidents, injuries and emergencies alongside compensation and operational costs associated with a specific incident.
This version also provides access to the following new features:
As FCS expands across the globe, unique talents are drawn to FCS and have joined us to help carry the company’s vision to the next level. FCS is proud to announce these talents who have joined our team in recent months.
To strengthen FCS’ support of other technology forums for the hospitality industry, FCS participates in many events to showcase our various solutions. This allows customers in other parts of the world to get to know FCS better.