In-room devices such as tablets and IPTV, or allowing guests to use their own devices with hotel apps, provide an increasingly flexible connection between guest and hotel.
Rich user interfaces provide opportunities for so much more than traditional interactions. Digitally savvy guests love the simplicity of self check-in and digital keys, allowing them to skip the front desk entirely.
Hotels can also leverage tablets and apps to digitize their room compendiums, moving hotel and local information and room service and spa menus online to save the cost and waste of regularly updating physical versions. Studies have shown that guests are not only more likely to order room service when they are empowered to do so themselves, but the average order value also increases with the ease and temptation to add extras such as drinks and desert.
Room controls can also become seamlessly integrated, allowing a guest more granular control over their rooms locally or from a mobile device while out for the day. A guest who forgets to take DND off before they leave can now easily do so remotely, while a returning guest can pre-heat or pre-cool the room in readiness for their arrival.
Using digital assistants like voice or chatbots also provides increased convenience for guests. Recent improvements in natural language processing now allow for requests to be made in many ways and using different languages. While previously a specific command would need to be learned, guests can now simply ask “Is it cold in here?” for the system to understand that they are referring to environmental conditions, automatically offering to increase the temperature set point on behalf of the guest.