guest journey
Technostress and the Guest Experience, Part 2
Fran Worrall | December 21, 2023
By Fran Worrall Last week, in part 1 of this two-part series, Hotel Online talked with Samuel Lee, Ph.D., professor at the University of Nevada, Las Vegas (UNLV), about technostress and the guest experience. Lee, a faculty member at UNLV’s William F. Harrah College of Hospitality, led a research team that co-authored a groundbreaking study entitled Technostress and Hotel Guests: A Mere Hurdle or a Major Friction Point?, which examines the anxiety hospitality consumers experience as a consequence of technology use. The study is among the first to explore the concept of technostress in consumer behavior, namely hotel guests, as opposed to ...
Technostress and the Guest Experience, Part 1
Fran Worrall | December 14, 2023
By Fran Worrall The hospitality industry is increasingly dependent on technology to enhance the guest journey. Indeed, in recent years, hotels have allocated enormous financial investments to the implementation of solutions—from mobile keys to self-service kiosks--designed to streamline the delivery of guest services. Technology is changing the face of the industry, but at what cost? In many cases, it enhances the guest journey; yet in other cases, it introduces challenges that frustrate consumers and lead to dissatisfaction. Last year, Samuel Lee, Ph.D., Mehmet Erdem, Ph.D., Eda Anlamlier, Ph.D., Chih-Chien Chen, Ph.D., Billy Bai, Ph...
Decoding the Modern Guest Journey: Here’s How Hoteliers Can Stay Competitive
Joe Vargas | December 12, 2023
By Joe Vargas When booking hotels, guest journeys look very different now than they did just a few years ago. Mobile-centric consumers and ever-evolving expectations for more options transform linear touchpoints into more dynamic experiences. Guest values and social influence also play a greater role, with social media outpacing agents, publications, and entertainment as the main source of travel inspiration. Hotels still relying on outdated solutions and infrastructure designed for linear journeys of the past don’t just risk losing satisfaction and loyalty. They also miss out on accessing key guest insights—information that will he...
Charging Four Figures by Rethinking the Guest Journey
Adam and Larry Mogelonsky | May 24, 2023
By Adam and Larry Mogelonsky A broad prediction the two of us have for the rest of the rest of the decade is that luxury travel will boom, with many hotels easily surpassing four figures in their nightly rates. Hardly an outlier in this prediction, what many hoteliers may be taking for granted is the psychological expectations that occur when you cross this chasm. That is, with great rates come great responsibility. What you may be forgetting in this ‘rate inflation’ environment is that the luxury traveler is equally, if not more, savvy than the regular consumer. They know what they want and have plenty of options for other hotels s...
P3 Puts the Key Into Kiosk to Provide Hotels With Completely Contactless Online Check-In Capability
P3 Hotel Software | October 25, 2022
New affordable feature means guests can avoid front desk queues October 25, 2022 — Dublin & Denver — Hotel software solutions provider P3 has rolled out a new service which allows hotel guests who check-in online to collect their room key at a kiosk rather than join a queue at the front desk. The ‘collect your key’ kiosk service was initially integrated into self-service kiosks at selected properties in the UK and Ireland, and is now being implemented at properties in additional regions. Using the new P3 solution, guests arriving at a hotel can independently check-in and collect their own room keys in less than a minute before ...
Brand Building and The Guest Journey – An Unbreakable Bond
Róisín O'Keeffe | October 12, 2022
By Róisín O'Keeffe How hotels can turbocharge their reputation with a seamless and personalized digital experience Hotel organizations have always invested heavily in their brands. For that reason, both hotel groups and independent properties are highly protective of their brand identities, which is understandable since the brand embodies their reputation in the market. As Warren Buffet said, “It takes 20 years to build a reputation and five minutes to ruin it.” Thankfully, following the disruption of the hotel and travel industry over the past few years, it’s clear that the value of the world’s top hotel brands is on the ...
Maestro PMS and Hapi Streamline Salesforce Connectivity for Margaritaville Hotel
Maestro | June 7, 2022
The Margaritaville Beach Hotel in Pensacola Beach, Fla., can now centralize data and improve the guest journey; See Maestro in Booth 1325 and Hapi in Booth 1300 at HITEC Orlando Markham, Ontario, June 7, 2022 — Today, Maestro and Hapi have teamed to enable independent hotels to make more impactful connections with their guests. By integrating Maestro PMS with Hapi, hoteliers and technology solutions providers can now access and share data with Maestro as well as more than 100 other solutions providers by writing to a single Hapi API with little to no development work on the hoteliers’ end. The Hapi-Maestro integration is the next step ...
The Don CeSar Provides “InnSpired” Luxury and Convenience With Guest Experience Mobile App and Integrated Technology Suite From InnSpire
InnSpire | April 19, 2022
Iconic Florida property teams up with leading hotel technology provider to empower guests with unrestricted access to luxury amenities through a comprehensive mobile-based Digital Guest Journey that provides convenience at every touchpoint St. Pete Beach, FL, USA – April 19, 2022 – InnSpire, the leading provider of a comprehensive technology suite that helps drive a seamless, world-class guest experience for some of the world’s most iconic hotels and brands, has partnered with The Don CeSar, a historic property located on Florida’s Gulf Coast, to provide a comprehensive suite of technology solutions designed to maximize and streaml...
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