Information is power in the luxury resort industry, where seamless access to details can transform a standard stay into an extraordinary one. Conversely, if your offerings are not visible, they cannot be appreciated.
In other words, no matter how exceptional your services are, they are rendered ineffective if they fail to capture the attention of your potential guests.
Yet, many resorts need more fragmented information, leading to guests' confusion and frustration.
This post delves into why centralizing information isn’t just a luxury but a necessity for delivering a top-tier guest experience and how resorts can achieve this with the right digital tools.
The fragmented information problem in resorts
Imagine arriving at a resort, ready to unwind, only to find that crucial information about activities, dining options, and services is scattered across various sources. Some details are in a room booklet, others are at the front desk, and more are passed along by word of mouth.
This disjointed approach can lead to confusion and diminish the overall guest experience.
Guests waste valuable time searching for information, which detracts from their enjoyment. Staff's constant need to answer repetitive questions reduces their ability to provide high-quality service. This fragmentation is a significant issue for high-end resorts striving to deliver exceptional experiences.
Moreover, a guest’s journey doesn’t start at check-in. Travelers enjoy exploring resort options weeks or months before their visit—viewing facilities, checking restaurant menus, exploring pools, spa treatments, and more. The more aware they are of a resort’s offerings, including premium services beyond the reservation price, the more likely they are to book additional services during their stay.
The 3 benefits of centralizing information
A centralized approach to information management can effectively tackle these challenges.
By consolidating all relevant details into a single, accessible guest app, resorts ensure that guests have everything they need.
Key benefits of centralizing information include:
- Enhanced guest satisfaction: Guests have immediate access to comprehensive information, reducing frustration and enhancing their stay.
- Improved staff efficiency: With guests finding answers independently, staff can focus on providing personalized service rather than answering routine questions.
- Increased revenue: The more aware customers are of a product or service, the more likely they are to consume it.
Case study: Vincci Hotels
Vincci Hoteles, with its rich portfolio of upscale properties across Spain, Portugal, Tunisia, and Greece, faced a significant challenge. Despite offering high-quality services, many guests needed to be aware of the full amenities available during their stay.
The traditional methods of informing guests through printed materials and reception desk briefings needed to be revised. Aixa Rodríguez Del Alisal, the Marketing and Communication Director, recognized that merely providing information was insufficient; it needed to be visible and easily accessible to enhance the guest experience. This realization led Vincci Hoteles to seek a digital solution to address these visibility issues.
The solution came from the STAY Guest Experience OS, transforming how Vincci Hoteles showcased its services. STAY allowed the chain to digitize its entire offerings, from spa treatments and dining options to room service and mobile key access. This modern app provided a centralized platform where guests could view and interact with all available services from their smartphones, even before arriving at the hotel. The ability to access and manage services digitally not only improved visibility but also streamlined the guest journey, reducing reliance on paper and enhancing overall efficiency.
The results were impressive. The Vincci App received over 7,000 positive ratings with an average score of 4.7/5, attracting nearly 470,000 unique users in 2022 alone. By digitizing the guest experience, Vincci Hoteles achieved its goal of maximizing service visibility.
Case Study: Dreams Natura Resort
Dreams Natura Resort in Cancun faced a similar challenge. With 553 rooms and a wide range of amenities, the resort printed up to 1,000 sheets of paper daily to inform guests. The goal was to transition to a more sustainable solution that could boost guest engagement.
Deyanira Martinez, Resident Manager at Dreams Natura, explains, “We wanted our guests to have easy access to information about our services while being more environmentally friendly. STAY was the perfect solution.”
With STAY, Dreams Natura reduced paper usage by over 1,000 kg annually. Guests receive a QR code upon reservation, allowing them to access detailed information about the resort’s amenities, dining options, and activities directly from their smartphones. “The app simplifies the guest experience and helps us provide real-time feedback. It’s a game-changer for both sustainability and guest satisfaction.” Martinez says.
How to implement a centralized information system in your hotel
To implement a centralized information system at your resort, follow these steps:
- Assess current information channels: Identify where information is distributed and pinpoint gaps.
- Choose a Guest Experience OS: Select a platform that consolidates all information into one accessible place. If guests can access information from anywhere and interact with staff, book room service, or make restaurant reservations, your reputation will soar.
- Train staff: Ensure staff are well-trained on the new system and understand how to assist guests. Make sure they know the benefits for both guests and themselves. They will be relieved of repetitive tasks that consume significant time. And last but not least, select a platform that offers comprehensive educational resources, including tutorials and certifications. This will facilitate the extended platform use across your entire hotel or chain, ensuring all staff are well-trained and can effectively utilize its features.
- Launch and monitor: Roll out the platform, monitor its performance, and gather feedback to make necessary adjustments.
Conclusion
In today’s competitive hospitality market, providing a seamless guest experience is essential. Centralizing information is a key strategy to achieve this. By making information readily accessible and up-to-date, resorts can enhance guest satisfaction, improve staff efficiency, and reinforce their commitment to sustainability.
Embrace digital solutions like STAY to transform the guest experience and maintain a leading edge in the luxury hospitality industry.
