Published on : Wednesday, April 24, 2019
About 91 per cent of hotel executives said that the mobile technologies are critical to improving guest experience and cultivating loyalty as per The 2019 Hospitality Benchmark – Mobile Maturity Analysis study, which was conducted by Oracle.
The Oracle study focused on three key areas of mobility: the ability to offer WIFI to guests throughout the property, guest-facing apps to enhance the customer experience; and staff-facing mobile to improve the hotel team’s daily operational workflow.
Greg Webb, senior vice president and general manager of Oracle Hospitality feels that the hotels need to provide mobile innovations to meet the requirements of today’s savvy consumers, yet some haven’t started their mobile journey. The properties that can’t deliver these kinds of mobile experiences will quickly lose to those that can make the engagement simple and seamless for their customers.
Ninety per cent also added that the guest experience could be enhanced by the ability to use smartphones to manage basic services such as booking a room and managing the check-in and check-out processes. And 91 percent said their guest-facing mobile app is the preferred way they’d like guests to request service from hotel staff. About 66 per cent of respondents said that reduction of operational costs was another major driver for embracing mobility.