Finding a Place for Mobile Technology in Today’s Independent Luxury Hotels
Ever since Apple released the first iPhones and iPads, the hospitality industry has been discussing how best to utilize these devices in a real hotel setting. While there is a wide range of innovative mobile applications and services available, they are not yet a common sight in operation at many hotels. Some properties have found a way to lead the adoption of this mobile technology to improve guest service and response times.
Luxury hotels and resorts pride themselves on guest service and hesitate at the thought of relegating guest service completely to apps and mobile devices. “You always want that guest interaction, we like our guests to actually talk to our team,” commented Meghan Roe, Director of Guest Services at Sunriver Resort. For Sunriver, utilizing staff-driven PMS technology on an iPad allows them to assist guests during big check-in days while not losing that personal service and interaction. “This is great technology that we have now that we didn’t have before. It’s a great step in speeding up the process,” commented Roe.
Focused on serving the modern business traveler, Club Quarters Hotels has long recognized that their business guests value a fast and easy check-in and check-out process. Club Quarters led the industry in adoption and use of guest self-service technologies and now they are extending their guest service with the use of the iPad-based SMS|Host Anywhere mobile property management solution.
“Club Quarters Hotels have long been an innovative user of Springer-Miller’s solutions and we’re excited to see them embrace the guest-service opportunities available with our mobile PMS. This solution gives Club Quarters the opportunity to service guests as they arrive for check-in in the lobby, increasing guest satisfaction.” commented Michelle Young, Senior Director of Major Accounts for Springer-Miller.
Other properties are more focused on ensuring that their websites and booking engines are responsive. “We want to make the mobile experience enjoyable for the guest to see what the resort has to offer and book a stay,” commented Ian Maw, Director of Sales & Marketing for Harrison Hot Springs Resort & Spa.