Hotel revenue is closely tied to quality customer service and experience. In the hospitality industry, a guest's experience is determined by the service they get during their stay. Its no wonder that one of the latest emerging trends in hospitality is using chatbots to provide guests with everything they need to enjoy their stay.
Well, technological standards have changed very much and an average guests needs are quite different today than 20 years ago, especially with newer generations getting accustomed to the Internet as a big part of their lives.
It has become quite difficult to keep track of such changes without the use of technology. Hotels all over the world rely on modern technology to identify the characteristics of their guests in order to appeal more to them and their various and diverse needs. Naturally, hoteliers realized that modern hotel technology can help them better understand those needs and sell more services to their guests based on that knowledge.
The hospitality industry fully relies on the power of modern technology to satisfy the needs of their guests. And, especially so when it comes to chatbot systems.
Hotel Revenue and Management Controlled by Chatbots
Chatbot systems handle all the work before and during the stay of their guests. Chatbots answer questions, collect data (Integration with a hotel software can help in gathering essential data about the hotels guests), generate revenue and allow guests to purchase, book, and reserve hotel services through a simple app. They augment and automate the guests experience by allowing them to communicate their requests, demands, and needs quickly, easily, and effectively.
Even though they are precious to customer service improvement, they can do much more than that. While chatbots are perfect for answering all sorts of questions, they can generate revenue as well. In fact, numerous specialists said that chatbots are the most lucrative solution to driving revenue in the hospitality industry.
There are three simple ways how chatbots can drive hotel revenue:
1. Giving quick answers to simple requests
2. Understanding guests' thoughts regarding the hotel's offerings, services, and facilities
3. Online reviews mean more revenue
Chatbots Revolutionized the Hospitality Industry
Every conversation involving guests is essential to driving hotel revenue and improving management. If a guest has a simple request but is unable to get a quick answer, that might lead to their dissatisfaction. Such simple requests can be processed with better efficiency through the use of chatbots. This solution will also provide a necessary and elevated guest perception of the customer service in a particular hotel.
Many guests feel embarrassed to ask particular questions at the reception but will use a chatbot to ask those questions. They find it easier to open up about such things that way. That's a perfect opportunity for upselling. Based on common keywords, hotels can offer other products and services to guests in a natural and fluent way.
That's the most efficient way to use chatbots to not only drive revenue but to also improve the guests experience and satisfaction by directly answering their requests and needs. Knowing their commonalities, preferred activities, and priorities gives hotels an opportunity to make their stay more pleasurable and enjoyable.
Hotels can easily find out if their services measure up to the guests satisfaction and expectations while managing each situation more effectively.
Chatbots Are a Way to Keep Up with the Emerging Trends in Hospitality
Guest reviews are one of the latest trends in hospitality and recent studies showed that hotels with such options were able to increase their revenue. Reviews are very important to guests as such a personalized approach gives them a sense of worth and appreciation. Reviews boost reputation as people are more willing to stay at a hotel with good reviews.
In such situations, reviews are testimonials that serve as an example to others. They can see what they can expect if they decide to book a particular hotel. The speed and quality of the provided services determine the level of success in one hotel. Chatbots can significantly increase both the quality and the speed of the service.
When it comes to the latest emerging trends in hospitality, chatbots are the hottest thing right now across the entire industry, surpassing hotel services as we know them. Guests can now request any information, order food, book an airplane ticket and a hotel thanks to chatbots. So, chatbots are a direct way to drive hotel revenue with absolute success.
About the Author
Deepak Chauhan VP (Cloud Solutions)
Deepak is responsible for marketing and positioning of “mycloud” platform and is a veteran in the hotel software industry with over 25 years' experience giving him a strong understanding of the product requirements in the industry. He has very rare mix of working in operations of various hotels and chains for over 10 years and then co-founding a software product and service company, servicing 5 star hotels and chains for 14 years.
Deepak has led the development and marketing of cloud based hospitality systems to meet the specific, business objectives of small and mid-size properties across the globe and has worked closely with a diverse group of hoteliers and hotel technology vendors.
About mycloud Hospitality
mycloud (award-winning hotel software) has been developed by Prologic First, an independent, private company with over a decade and halfs experience delivering end to end technology solutions to the hospitality industry across the UK, Asia, Africa and the Middle East. Prologic Firsts WISH brand is used across 30 plus countries by over 1,600 clients representing the whos who of the industry. Some of our most popular and most adopted solutions like WISH, Touché & Web ProlIFIC. Our technological leaders and best in class solutions in the market place, offering some of the most advanced features to hospitality professionals.