Since the pandemic, guests expect self-service options they can access from their mobile device. With more and more reservations occurring on mobile and a full 70 percent of American travelers preferring self check-in, a streamlined digital journey is an expectation, not a luxury.
Leverage an automated property management system (PMS) like WebRezPro to facilitate a seamless mobile guest experience at your hotel, from booking to check-out.
At a Glance
To meet modern guest expectations, independent hotels must prioritize a mobile guest experience that removes friction at every stage of the customer journey.
- Mobile-First Design: Prepare your website and booking engine for the 83 percent of travelers who research on mobile.
- Automation: Use your PMS to automate routine communications for quicker responses and targeted upsell opportunities.
- Self-Service: Empower guests with self-service options available from their mobile device, including online bookings and check-in and check-out, to streamline operations and increase satisfaction.
Build Your Mobile-First Hotel Website to Welcome Guests
Your website is the digital face of your business and should be as welcoming as your front desk—the guest experience it offers can make or break your direct booking strategy. Aside from the travelers who ultimately reserve on mobile, another 83 percent conduct research there, making a mobile-first website a necessity. Furthermore, because Google uses mobile-first indexing, your site’s mobile performance drives search engine visibility.
Essential mobile-first website features include:
- A responsive design that automatically adjusts the layout for any screen size
- Fast load times
- Touch-friendly buttons and other easy mobile navigation capabilities
- Clear calls to action
- Professional, authentic property photos
Implement a Mobile Booking Engine that Drives Conversions
Your online booking engine (OBE) is a key website component and must also be mobile first. With an intuitive reservation process, touch-optimized interfaces, and prominent calls to action, you create an effortless path to conversion from your homepage to the final booking. Link to your booking engine via your website’s primary menu and call-to-action buttons.
Build guest confidence with a brand-customizable, SSL/TLS encrypted platform to protect sensitive data and ensure your OBE synchronizes with your PMS to reflect real-time availability, preventing overbookings and other errors.
Your booking engine should also connect with your Facebook page to capture any guests you’ve intrigued while scrolling—there’s a call to action that can be set up as a “book now” button that takes users directly to your engine.
Automate Communications Via Email and SMS to Nurture Guest Relationships
While capturing mobile bookings is a vital first step, the digital guest journey must remain seamless throughout the stay. By maintaining high-quality service and strategic communication beyond the initial reservation, you transform a single transaction into a long-term customer relationship.
Strategic communication begins well before arrival, encompassing the guest lifecycle from confirmation and pre-stay touchpoints to check-in and post-departure engagement. This workflow enables the consistent delivery of essential property information while creating opportunities for personalized upsells.
Automated emails, powered by pre-set templates within your PMS, increase operational efficiency while minimizing errors. However, they must be mobile-first as well, as more than 75 percent of email opens happen on a mobile device. WebRezPro’s default email templates are automatically optimized across devices, adjusting layout according to the user’s screen size.
You may also invest in a SMS mobile messaging platform like Akia or Kipsu—some of which have AI capabilities to automate routine inquiries and capitalize on marketing prospects. With SMS open rates at a staggering 98 percent, this channel virtually guarantees visibility, increasing engagement, ancillary revenue, and guest satisfaction.
Add Frictionless Self Check-in to Streamline Front Desk Operations
Self check-in is a strategic imperative. Seventy percent of American travelers prefer properties that allow them to skip the front desk and begin their stay immediately. This transition not only enhances the guest experience, it gives staff the ability to focus on higher-value responsibilities that truly build loyalty and drives property-wide sustainability (no printed receipts or plastic keycards). It’s a win-win-win for guests, staff, and the environment.
Email self check-in instructions and guest agreements / registration cards using the automated templates within your PMS. WebRezPro’s mobile-friendly guest agreement template empowers you to collect ID, credit card details, vehicle information, and a digital signature prior to arrival. By utilizing automated triggers fueled by real-time reservation data, you ensure every guest receives their instructions at the appropriate time. The system shows any incomplete registrations so that staff know to follow up with those guests directly.
With digital key integration and embedded payment processing, your property delivers a fully autonomous guest journey that bypasses the front desk. However, we still recommend having staff available in person to greet arrivals and offer assistance as needed. WebRezPro supports numerous digital key integrations including: AccuLock, AssaAbloy, dormakaba, Goki, Loxe, Lynx, MIWA Lock Company, MTech Locks, Onity, OpenKey, Operto, PointCentral, RemoteLock, Saflok, and Salto Systems.
For more tips, read our guide on hotel self check-in best practices.
Enhance the In-Stay Experience with Mobile Requests and Casting
Mobile-first engagement elevates the on-property experience by providing guests a direct, effortless channel to submit requests or inquiries. Your guest messaging platform matches incoming communications with reservation information from your PMS so that staff (or AI) can instantly identify the guest and resolve their request. With the right messaging platform, you also improve ancillary revenue by automatically triggering targeted offers—such as spa promotions and room service—at optimal points along the guest journey.
However, answering requests is far from the only way mobile touchpoints personalize and enhance the stay.
Just because they’re traveling doesn’t mean guests don’t want home comforts… like their favorite Netflix show. In fact, 72 percent of hotel guests watch either streaming TV or premium channels, and implementing an in-room casting solution allows them to stream preferred media from their mobile devices to the guestroom TV.
Taking it a step further, 34 percent of guests would like to control lighting and room temperature with their mobile. By integrating IoT (internet of things) smart room technology, properties provide environmental customization and boost satisfaction—as long as their chosen system works easily.
And last, but far from least, guests need fast (and free) Wi-Fi for a smooth digital experience, regardless of the device used. Slow, unreliable internet negatively impacts repeat business and leads to poor reviews.
Provide Seamless Self Check-out for a Strong Last Impression
Your guests have had a wonderful stay, but all good things come to an end. Offer a streamlined departure process that leaves a positive impression and encourages future bookings.
Self check-in solutions also enable guests to check themselves out with their mobile device. Integrated with the PMS, the system sends guests a message upon check-out, inviting them to review their bill and approve payment. The mobile room key automatically deactivates, and a check-out receipt is emailed.
After the guest departs, send a mobile-friendly post-stay message to thank them for their stay and invite them to leave a review.
Create a Robust Mobile Guest Experience with WebRezPro
Crafting a robust mobile experience isn’t just important for meeting expectations. It allows hoteliers to go above and beyond, offering personalized, memorable stays.
Key Takeaways
- Capitalize on the shift toward mobile-first travel planning by ensuring your website and booking engine perform well across all devices.
- Enhance guest satisfaction and reduce operational strain by implementing a mobile self check-in solution.
- Use a modern PMS like WebRezPro to automate mobile touchpoints throughout the guest journey, ensuring frictionless service.
Want to learn more about how it works? Schedule a demo to see WebRezPro’s features in action.
