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What are Digitalised Guest Experiences and How Can They Improve Your Hotel’s Reputation?

Posted on 25 July 2023

Venue Management


Picture a world where technology seamlessly enhances every aspect of a guest's stay, ensuring exceptional service and establishing a strong reputation in the highly competitive hotel landscape. From tailored personalisation to convenient self-service options, instant communication channels, and robust data security, hotels now have an incredible opportunity to leverage technology and elevate guest satisfaction to new heights.


We’re diving into the concept of digitalised guest experiences and exploring how they can significantly boost your hotel's reputation. By embracing the power of personalisation, offering convenient self-service features, facilitating seamless communication, and prioritising data security, you can create truly remarkable guest experiences that leave a lasting impression.


When we think back to our most memorable hotel stays, what stands out the most is the personalised experience that made us feel valued and understood. Today, thanks to digitalisation, hotels can access vast amounts of guest data that reveal individual preferences, needs, and expectations. By gathering and analysing this data, hotels can tailor their recommendations, amenities, and services to each guest's needs and desires.


By analysing past guest data, your hotel has the opportunity to greet guests by name, suggest local attractions based on their interests, and provide personalised discounts. The result is delighted guests who feel they truly belong, leading to increased loyalty and word-of-mouth promotion. By putting personalisation at the heart of your hotel's approach, you can enhance your hotel's reputation and make your guests feel valued.

How to Use Personalisation Effectively

iVvy_Icon-431. Collect and collate hotel guest data from sources including:


- CRM system
- Social media 
- Email subscribers
- Forms/contact enquiries

2. Create subscription groups and tailor your communication

Organise your guests into sub-groups based on specific categories (i.e. business or leisure visitors). You can then leverage your data to offer more personalised experiences. Remember, the key is to tap into your guests' personal interests and provide tailored offers, relevant information, or helpful resources. The more you cater to their individual preferences, the greater the likelihood of enticing them to return for future visits.



As technology advances, guests expect more self-service options that provide greater control over their hotel experience. Thanks to digitalisation, hotels can now offer a range of self-service options such as mobile apps, online portals, and kiosks that allow guests to manage various aspects of their stay. From digital check-in to mobile room service, and booking tour activities online, these options offer hotel guests more convenience, flexibility, and efficiency.


Self-service kiosks reduce wait times and eliminate the need for guests to queue up at reception, allowing them to focus on enjoying their stay. By offering digital check-in services, you can also improve your hotel’s reputation as a modern, guest-centric establishment that prioritises convenience and technology. Self-service options also help hotels to save time and resources, enabling staff to focus on other critical tasks and provide more personalised attention to guests.

Additionally, consider expanding your online booking portal to allow guests to indicate any special requests, pre-order amenities, or access supplementary services such as spa treatments, room upgrades, airport transfers, guided tours, in-room dining, or special event arrangements.  By leveraging digitalisation to offer these options, you can provide a more convenient, flexible, and efficient hotel experience that caters to individual preferences. The result is a more satisfied guest, increased loyalty, and additional revenue.


Self-Service Opportunities for Your Hotel

iVvy_Icon-62Online Booking: Allow guests to book rooms, suites, accommodation or event space instantly through the hotel's website or mobile app.

Mobile Check-in/Out: Offer check in/check out via smartphones, with entrance to rooms via a digital room key or access code.

In-Room Tablets: Install tablets in guest rooms that provide information about hotel amenities, room service, local attractions, and more.

Digital Menus: Replace traditional paper menus with digital menus accessible through QR codes or the hotel app, making it easy for guests to browse and order from the restaurant or room service.

Virtual Tours: Provide virtual tours of the hotel and its amenities on the website, giving guests a better understanding of what to expect.

Room Customisation: Offer guests the ability to customise their room preferences (e.g., temperature, lighting, TV channels) through a room tablet or mobile app.

Digital Guest Surveys: Request feedback from guests through digital surveys sent via email or the hotel's app.  


Instant Communication


When it comes to guest satisfaction and overall experience, clear and prompt communication is crucial. Thanks to digitalisation, hotels now have the means to establish instant communication channels, allowing real-time interactions with guests. 


Consider integrating a chatbot into your hotel website to provide immediate responses to initial inquiries, offering information about services, amenities, or any other queries guests may have. Chatbots can efficiently handle routine tasks, freeing up staff to focus on more complex guest requests, and improving overall operational efficiency.


In-room tablets provide another avenue for instant communication. Guests can conveniently use these to access hotel services, make special requests, or report any issues they encounter during their stay. Staff can respond promptly and address any concerns, ensuring a seamless and enjoyable experience for guests.


By embracing these instant communication methods, your hotel can demonstrate a commitment to guest-centric service. Prompt responses to inquiries, immediate resolution of issues, and proactive communication throughout a guest's stay contribute to their overall satisfaction. 


Moreover, this emphasis on instant communication fosters a positive hotel reputation. Satisfied guests are more likely to share their positive experiences with others, whether through word-of-mouth recommendations or online reviews. This positive reputation can attract new guests and contribute to increased bookings, ultimately leading to improved business performance.


8 Ways to Offer Instant Communication to Your Guests

1. Mobile Apps: Develop a hotel-specific mobile app that allows guests to communicate with the front desk, concierge, or other hotel staff instantly.

2. Messaging Platforms: Implement messaging platforms like WhatsApp, Facebook Messenger, or WeChat, which guests can use to contact the hotel directly.

iVvy_Icon-513. Live Chat on Website: Provide a live chat feature on the hotel's website, enabling guests to ask questions and get immediate responses.


4. In-Room Tablets: Install tablets in guest rooms with a direct messaging system to reach the front desk or other hotel departments instantly.

5. Digital Kiosks: Place digital kiosks in the lobby or other common areas with an option for guests to request information or assistance.

6. QR Codes: Use QR codes strategically throughout the hotel, allowing guests to scan and access information or contact staff directly.

7. Push Notifications: Utilise push notifications on the hotel app to send updates, promotions, and important information to guests in real time.

8. Digital Comment Cards: Replace traditional comment cards with digital versions, allowing guests to provide feedback instantly.


Data Security


Guests are becoming increasingly aware of the importance of their data privacy, and they expect establishments they choose to prioritise it as well. By investing in robust data security measures, you demonstrate your dedication to safeguarding guest information and strengthening trust and loyalty.


To safeguard guest data effectively, it is essential to implement strong cybersecurity measures. This includes employing encryption techniques to secure sensitive information, setting up firewalls to protect against unauthorised access, and utilising secure payment gateways to ensure safe transactions. These measures create layers of protection, making it significantly more difficult for hackers to gain access to valuable guest data.


Furthermore, compliance with relevant data protection regulations, such as the General Data Protection Regulation (GDPR), is crucial. Adhering to these regulations demonstrates your commitment to guest privacy and confidentiality. It reassures guests that their information is handled responsibly and in accordance with established standards, building trust and reinforcing your reputation as a reliable and trustworthy hotel.


Your Digitalised Hotel Checklist:

-  Collect and collate hotel guest data from various sources
- Create sub-groups and tailor communication to each specific group’s wants and needs
- Offer contactless check-in via mobile or self-serve kiosks
- Expand your online booking portal to include pre-order amenities or supplementary services
- Provide an avenue for guests to send and receive instant communication during their stay
- Review current cybersecurity measures to ensure compliant data collection, handling, and use


Going Digital for Greater Guest Satisfaction


Embracing digitalised guest experiences is no longer an option but a necessity for hotels seeking to thrive in the modern hospitality landscape. By harnessing the power of personalisation, self-service convenience, instant communication, and data security, your hotel can enhance guest satisfaction and elevate its reputation to new heights. The transformative impact of digitalisation goes beyond providing exceptional service; it allows you to create memorable experiences that leave a lasting impression on your guests.


Seize the opportunity to differentiate your hotel by embracing the possibilities offered by digitalisation. Embrace innovation, leverage technology, and constantly evolve to meet the ever-changing needs and expectations of your guests. By doing so, you'll position your hotel as a leader in delivering unparalleled guest experiences and establish a reputation that will attract new guests, foster loyalty, and drive long-term success.


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