Hotels Go Mobile to Enrich the Guest Experience Mobile & Text Guest Engagement Helps Hoteliers Build Strong Bonds with Mobile-Social Guests By Andrea Baptiste
What do Millennials and Gen Xers want from luxury hoteliers? And how will hoteliers deliver it? A closer look at new mobile & text guest engagement technologies and trends reveals new ways to increase guest satisfaction, improve guest recovery, drive better TripAdvisor reviews and capture market share among these prized demographics. New Engagement Trends Drive the Guest Experience Engage a New Generation of Core Guests As their earnings, spending and travel inclinations grow, Millennials and Gen Xers are emerging as the new core hotel guests. This age bracket is impatient, unpredictable, emotional and driven by technology and automation. Their behaviour offers a glimpse into a new 58 ILHA
culture of connectedness, brand co-ownership and immediacy. Mobilesocial Millennial and Gen X guests feel strong bonds with their preferred brands. In exchange for their loyalty, they want a say in how these brands operate. They want the ability to voice their concerns digitally and have these concerns addressed on the spot. Hoteliers need to be devising ways to capture the hearts and minds of these highly valued consumers.
Engage in the Digital Domain Technology is evolving the guest experience and transforming the way guests connect and communicate with their preferred hoteliers. This transformation is changing the way guests think about loyalty, advocacy and bookings. Social-mobile guests expect hotels to treat their loyalty with respect. They expect hotels to pay attention to their needs, acknowledge