Enhancing Guest Experience Through Digital Innovation

Enhancing guest experience is a top priority for those running successful businesses in the short-term rental and holiday lets sector.

Property owners and managers need to ensure guests feel at the top of the priority list from the get-go to keep a competitive edge. However, even the smallest of human errors can put guests off. This is where digital innovation in the property industry can be very useful. 

Property managers looking for their next step forward should seriously look into the digital space and learn about the tools available to ensure they give their guests the best possible experience. 

Why are property managers introducing digital technology into their properties?

Property managers often manage multiple properties or units, and the more they have in their portfolio, the greater their profit margins. Digital technology makes it possible to properly manage more properties than was physically possible in the past, which is why new integrations have taken off so rapidly. 

It’s challenging to ensure guests' satisfaction at all times when managing multiple properties in different locations. New innovations in the property industry can help increase productivity, guest satisfaction, administrative processes, and reputation retention. 

Examples of digital innovations

Property management is a dynamic career, and managing all the aspects of the job alone is a challenge, whether for one property or several. Digital technology can consolidate these aspects into single platforms, making it much easier for property managers to focus on the guest experience and drive up their reviews, reputation, and satisfaction. Some of the most useful tools to use in property management include the following: 

Virtual/mobile check-ins 

Some top guest satisfaction requirements are privacy, convenience, and exclusivity. Mobile check-ins enable guests to access a property without organising a meeting time for check-in. It also allows guests to arrive at their accommodation whenever convenient. With mobile check-ins, guests can access where they’re staying using their mobile devices, with authentication integrations like QR codes or access pins being prime examples of mobile check-in tools.

Mobile apps

Hotels and holiday lets can use apps that facilitate communication with guests, building managers, maintenance teams, and housekeeping to ensure the relevant parties are alerted upon guest demand. Teams can also use apps for internal comms, allowing proper facility management and efficient service when needed. Apps also provide an interactive platform where guests can leave reviews, take advantage of exclusive offers or events, and learn about what to do in the area if travelling for leisure. 

Digital room keys/contactless tech

In line with the preferred contactless trend growing within the property management industry, digital room keys are an absolute winner. Used in conjunction with mobile apps, guests can gain access to their rooms or holiday lets using virtual keys activated by authorised personnel from a remote location. 

Near-field communication (NFC) technology has been a game-changer in digital and contactless key access. Hotels and property managers can grant guests access to rooms from anywhere, provided they have been instructed to utilise the correct technology on their phones. 

Personalised digital experiences

As mentioned, guests' main focus is exclusivity when they reflect on their overall stay. By using information and data gathered from the booking process, during-stay communications, and additional information provided pre-arrival, property managers can add touches to make their guests feel all the more special. 

For example, technology can help gather information about a particular occasion a couple or family may be celebrating, so staff can provide something special to the guests on arrival. Similarly, guests can communicate allergies or comfort preferences beforehand, allowing properties or hotels to accommodate accordingly. 

In-room tablets

Guests also want to feel as relaxed and self-sufficient as possible, especially if travelling to escape their busy everyday lives. Smart-home integrations like in-room tablets allow guests to make atmospheric adjustments to their rooms. Anything from the room’s temperature to lighting and maybe even mood music can be controlled from an in-room tablet. 

Smart tech can also double as a communication tool, allowing guests communication access with hosts, property managers, or concierge services throughout their stay from the comfort of their unit. 

How to embrace digital innovation in your property

With these technological innovations in the property industry continuing to accelerate, it can be challenging to keep up and understand how best to make the most of them in your business. You need to put yourself in your guests’ shoes to get started. Think about how you want them to feel and how you picture their experience. From here, you can start scoping out the technology you wish to integrate that will make your guests feel special and their stay much more convenient. Here are a few steps to help you out:

• Picture what you want your guest experience to be. You need a direction before you start exploring new digital technology to improve it.
• Think about your existing technology and build on additional integrations from there. Often, the existing systems serve as good foundations for new tech. For example, you don’t need to waste money on new hardware if you have reliable laptops or computers. A simple software installation may be all you need.
• Think about where you can improve. The key to progress is ascertaining where you’re at compared to where you want to be. Once you know where to improve, it’s easier to find the technology to help you.
• Research and experiment with new technologies. Tech is changing and improving constantly, so find something that will help you provide the guest experience you want. Then, make purchases that will serve you in the long run.
• Implement your new tech. It’s easy to spend ages researching and finding the right tech, and it’s seldom 100% perfect. It’s best to decide and install new tech early on to start moving forward.

Conclusion

There’s no doubt that using digital innovation in the property industry can greatly help enhance the guest experience. The trick is understanding what your guests want and how you can best deliver on their demands. By keeping your finger on the pulse surrounding technology and keeping up to date with guest requirements, you’ll soon be running a smart business that never misses a trick.