Take a moment to think about the technological conveniences that have become part of our daily lives. User-friendly smartphone applications and gadgets for security, comfort and design are common. In fact, a recent study found that 34 per cent of all households are now equipped with at least one “smart” device.
Now, imagine that you are planning to visit London for an extended period of time. It only makes sense that many of these same amenities should be taken into account when choosing a hotel or rental apartment. This observation has not been lost on property managers and you might be pleasantly surprised to learn how smart accommodations are changing the face of the entire industry.
Luxury and Cutting-Edge Comfort
Perhaps the most obvious role that technology will play involves the overall guest experience. The ultimate goal is to create an atmosphere that is warm, friendly and inviting. While things like free wireless internet access, and flat-screen digital televisions are obvious, clients now expect to be surrounded by modern “gadgets” such as tech-assistants and even dedicated mobile apps to communicate with staff members.
Providing these services will help to ensure steady occupancy rates and positive user reviews. Both of these metrics are critical in terms of establishing a solid reputation.
All About Advertising
The online demand for serviced apartments is growing at an incredible pace. This is likely due to the simple fact that travellers to major cities such as London are no longer satisfied with generic alternatives. Developing targeted advertising campaigns is therefore crucial and once again, technology will come into play.
Some typical examples include:
- The use of advanced CRM (customer relationship management) systems
- Identifying trends through the use of analytical tools
- Affiliate advertising campaigns
- Automated email solutions
- Leveraging the reach of third-party sites such as Booking.com and TripAdvisor
Addressing Common Pain Points
There are many ways in which a guest will rate his or her overall experience. One pivotal metric is associated with how effectively their pain points are addressed. For instance, guests need:
Seamless Check-in Process
Guests now want a direct online booking process where they can select the amenities and rooms, preferably without paying a broker. Through the use of mobile apps and digital platforms, guests can now complete the check-in and check-out processes smoothly and quickly. This eliminates the need for long queues at the reception desk and allows guests to access their apartment with ease.
24 Hour Access to Staff Members
Guests want to be able to contact staff 24 hours in case of help or emergencies.
Daily Cleaning
While booking a serviced apartment, guests consider how often are the rooms cleaned and re-stocked. The main goal in any of these cases is to achieve a “frictionless” sense of accommodation.
High Tech Security
Technologies such as keyless entry and one-touch mobile applications will help to guarantee that client expectations are met and exceeded. Let’s also remember that such a proactive approach is the best way to address minor issues before they evolve into justified complaints.
Technology has improved the security of serviced apartments, offering features like video surveillance, and secure digital locks. These measures provide peace of mind for guests, ensuring their safety during their stay.
Smart Home Automation
Many serviced apartments are equipped with smart home technology, allowing guests to control various aspects of their apartment through voice commands or smartphone apps. This includes adjusting the temperature, controlling the lighting, operating electronic devices, and even ordering room service.
Contactless Services
While this trend may have started to curb the spread of Covid-19 virus, many guests prefer contactless entry and service even after the pandemic is over. This is a personal preference, however, some guests prefer to bypass reception check-in and staff welcomes altogether. Instead, they want online booking, and straight-to-room check-in via a code or face-recognition technology.
High-Speed Internet Connectivity
While wireless internet has been a prerequisite for most guests in the past too, nowadays, guests prefer 40 Mbps or higher, without experiencing any connectivity issues, for their work-from-home and online streaming needs.
For guests who are traveling for business, technology enables seamless virtual communication and collaboration. With high-quality video conferencing tools and reliable internet connections, guests can conduct remote meetings and work effectively from their serviced apartments.
Entertainment Options
A wide range of entertainment options is preferred by guests, through smart TVs and in-room audio systems. They can access their favorite shows, movies, or music platforms, creating a personalized entertainment experience within the comfort of their serviced apartment.
Some ideas include providing a smart TV with streaming services, an e-reader with pre-loaded books or magazines, a mini home theater system, access to a music streaming service, or even a dedicated gaming console with popular games. These entertainment options can ensure that guests have a pleasant and enjoyable stay, whether they want to relax, unwind, or have some fun during their time in the serviced apartment.
Digital Concierge Services
Serviced apartments are increasingly implementing digital concierge services, providing guests with instant access to information and assistance. Guests can use their smartphones or tablets to request services, book transportation, explore local attractions, or get recommendations for nearby restaurants and activities.
We can now begin to see why modern technology has become essential within the accommodations sector. However, it should nonetheless be stressed that nothing compares to an unforgettable guest experience through person-to-person interactions. The main point here is that any successful property should strive to balance technological wizardry and organic relationships. This will result in a more satisfactory stay and ultimately, a higher return on investment.
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Shilpa Ahuja is a designer and editor of Decorisk Magazine. She has worked in hotel interiors at The Park Hotels, India, and has completed several home interior design projects as a freelancer.
She completed her Masters in Design Studies (MDesS) degree from Harvard University Graduate School of Design. She also has a Bachelor degree in Architecture (B.Arch) from Chandigarh College of Architecture. Her work has been published in Indian Design & Interior magazine and exhibited at Harvard University and at Aroma Hotel, Chandigarh.
Shilpa is also the Editor-in-Chief of Shilpa Ahuja Digital Media, which includes ShilpaAhuja.com, one of India’s most-read digital fashion magazines. Originally from Chandigarh, she is currently based in Chennai, and can be reached at [email protected].