HF Holidays highlight winter breaks

HF Holidays highlight winter breaks

Tuesday, 25 October 2016 14:00

HF Holiday...

Flybe puts more summer 2017 routes on sale

Flybe puts more summer 2017 routes on sa…

Tuesday, 25 October 2016 11:00

Flybe has put more early release routes on sale as part of its preliminary summer 2017 schedule.

YHA submits plans for London’s first ‘Super Hostel’

YHA submits plans for London’s first ‘Su…

Tuesday, 25 October 2016 08:00

A planning application has been submitted by YHA (England and Wales) to open its first Super Hostel in London.

£2.3million immigration hall upgrade plans at Bristol Airport

£2.3million immigration hall upgrade pla…

Monday, 24 October 2016 14:00

Following a major overhaul of the security search area for departing passengers, Bristol Airport has unveiled plans to address congestion in arrivals.

Intrepid targets socially conscious Gen Z with new Geckos age-range

Intrepid targets socially conscious Gen …

Monday, 24 October 2016 11:00

30 year olds will be ‘too old’ for Geckos Adventures next year, as the Intrepid Group has announced that it will cut the age range to meet a growing demand...

New survey reveals just one in 12 Brits manage to wangle an upgrade

New survey reveals just one in 12 Brits …

Monday, 24 October 2016 08:40

New research from Jetcost.co.uk has revealed that only 8% of British travellers have actually managed to secure a free upgrade for their holiday, with flight upgrades and hotel room upgrades...

Just You launches travel trade solo experience

Just You launches travel trade solo expe…

Friday, 21 October 2016 14:00

Just You has announced its largest investment to support the travel trade with the launch of 200 joint marketing events to promote solo travel.

Spontaneous people are happier according to Snaptrip survey

Spontaneous people are happier according…

Friday, 21 October 2016 11:00

Spontaneous people are often believed to lead more exciting or glamorous lifestyles and a new study has confirmed that they are happier in all aspects of their lives.

Top Brighton attractions on Combi-Saver tickets for half term

Top Brighton attractions on Combi-Saver …

Friday, 21 October 2016 09:00

Visitors to Brighton this October half term can save up to 20% on its top three paid-for attractions with combination tickets now available for British Airways i360, SEA LIFE Brighton...

Free cabin upgrades with Cosmos Tours

Free cabin upgrades with Cosmos Tours

Thursday, 20 October 2016 14:00

There still’s time for agents to book a Croisieurope river cruise for their customers with a free cabin upgrade on a range of river cruises throughout Europe, when booked with...

Last minute autumn breaks available at Haven

Last minute autumn breaks available at H…

Thursday, 20 October 2016 11:00

Agents can still give their customers a last minute family break this autumn from £99 when booking a Haven holiday between now and November 5.

Skiers urged to head east for best piste costs reveals new report

Skiers urged to head east for best piste…

Thursday, 20 October 2016 08:00

Cash-conscious skiers can avoid the slippery slope of higher prices for their annual downhill trip by heading to ski resorts in Eastern Europe.

Design an anniversary poster for DFDS competition

Design an anniversary poster for DFDS co…

Wednesday, 19 October 2016 14:00

Ferry operator, DFDS, is putting out a call to professional and amateur artists to create a poster that will be used in their 150th anniversary celebrations this year.

Savings on worldwide adventures with Explore

Savings on worldwide adventures with Exp…

Wednesday, 19 October 2016 11:00

Explore has launched a new collection of worldwide adventures with a launch offer of up to 10% discount on all new trips booked by November 7.

New route to Seattle makes it one to watch for 2017

New route to Seattle makes it one to wat…

Wednesday, 19 October 2016 09:12

Seattle is expected to be one of the fastest growing US destinations for UK travellers next year with a Virgin Atlantic direct non-stop daily flight launching March 2017, new hotel...

Air Transat launches 2017 programme with increased connections across Canada

Air Transat launches 2017 programme with…

Tuesday, 18 October 2016 14:04

Air Transat has expanded its programme of flights from the UK to Canada with increased capacity and connections for travel in 2017.

Alongside reasonable rates and availability, the trick to harnessing strong relations with guests is down to an engaging brand experience. This is essential to a hotel’s operation. After all, great service is all about anticipating guest needs and responding to these requests immediately and promptly; great service generates repeat custom.

Visitors have already embraced technology as a core part of their home and work lives, so hotels must make smart use of digital amenities as an integral part of their brand experience.
Modern hoteliers have the benefit of a wide variety of devices and service providers that can deliver digital amenities to meet the high expectations of today’s guests. But simply purchasing HDTVs, digital signage and the like is not necessarily enough and it certainly doesn’t maximise the potential of these devices to add value to the customer experience. Hotels need to ensure that the technology provides something which will enhance the guests’ stay, so enable relevant services, deliver dynamic content choices, and open up valuable dialogue. This must be done intuitively and consistently because it is about embedding value for each of these communication channels to enhance the overall guest experience.
Hotels’ high footfall locations such as the entrance (inside and out), lobby and hallways are ideal locations for digital signage and bespoke screen experiences comprising text, graphics and video. Customer engagement can be achieved prior to entering the hotel when interactive screens and digital signage are strategically placed.
Since guests are always on the move when they encounter these devices, message brevity is key. Content strategy should be to enhance guest satisfaction with the hotel service, so the content itself must be focused on the most commonly requested information – anticipating guests’ needs before they realise it – and be short and easily digestible within seconds. Local weather forecasts, news headlines, daily events in the hotel and surrounding areas, travel information, and quick dining promotions are all ideal features to include; touch-screens and interactive installations offer interactive menus and wine lists as well as reservations, while some hotels are embedding touch-enabled local maps on the screens. And in addition to the practical benefits, these devices create revenue, advertising and sponsorship opportunities for the hotel. But they should always be viewed as a complement to service provided by the hotel staff. Working together, they can form a powerful combination of marketing and service that generate an exceptional guest experience.
Once guests are in their room, they expect an experience that is just like home if not better. Large screen HDTVs with dozens of channels and on-demand entertainment are now the standard, but the new potential of IP-delivered interactive television offers unique opportunities that should be explored in order to personalise further the guest experience. In addition to video, text and graphics can be integrated much like an online environment, enabling the guest to find out more information at their convenience.
Mobile devices are also an ideal platform for extending the guest conversation – particularly since Wi-Fi networks are one of the most crucial amenities of any hotel stay. A recent survey by Hotels.com ranked free Wi-Fi / Internet as the most important in-room amenity, and the third most desirable overall hotel property amenity, for guests. To maximise the value of this desire for Wi-Fi engagement, however, hotels must put personalisation at the heart. Hotels must offer incentives or a reason for guests to download an app. While many hotels have mobile apps or optimised websites, they are often limited in scope to reservation booking functionality only, leaving on-site interaction features off the table. Text messaging or alerts to keep guests informed is a great way to do this. It could be as simple as asking all guests if they want their room cleaned, or as complex as offering a VIP guest a last-minute opening for a visit to the on-site spa.
Hotel companies should strive to integrate all on-site digital devices – including mobile - and employ the strengths of each as part of a concerted communication effort that is consistent with the brand. Staff must also be trained to be familiar with the features of each device or service to make them active users of the marketing features – it will change the way a company does business.

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