#mobilemindset - Silent Traveler Signature Moves - Self Empowered

Hospitality app provider +LoungeUp published a comprehensive approach to reaching 'Silent Traveler'.

The Silent Traveler is self-empowered by mobile device, of the user's choice. Essentially, the Silent Traveler views and values a hotel  that offers mobile-focused hotel service:

• Single in-destination app for range of desired information + recommendations
• Ability to communicate hotel services desired - extra pillows, order room service, etc.
• Information provided in user's language preference
• Real Time responsiveness
• Device and operating agnostic - universal accessibility

There are a number of studies and articles detailing the preferences + behaviors of the Silent Traveler - BUT - silent is rather a misnomer.  Hotels need to listen + respond digitally to today's traveler.

An in-destination app  is more than a digital concierge - apps deliver hotel guest satisfaction via:

• Well curated, value added content
• Visually presented - mobile users navigate by image
• Expressive of the hotel's personality
• Staff committed to real time responsiveness

Full article on Lounge Up Blog here

#Hotels - In Destination #Mobile Services Imperative to YOUR Guest Relationship

+LoungeUp published an insightful blog post warning #hoteliers to act quickly and provide mobile services... or risk losing guest communication to OTAs.

Key Points from Lounge Up post

• 80% of travellers want to easily access local amenities on their devices (MCD study),
• This means think beyond the stay - think in destination, local experience
• Independent travellers increasingly look to mobile as a first choice in solving travel problems and want little face-to-face contact with a hotel front desk
• Priceline, TripAdvisor and other big budget online travel companies have purchased restaurant bookings sites, online tour + local activities booking sites

In short, these global companies seek to own the traveler from end to end... 

     the total guest experience

• Travel Inspiration
• Travel planning
• Booking - air, hotel, ground
• In Destination Bookings - restaurants, exhibits, activities
• Social Sharing Rewards
• Post stay communications
• Personal Referral Networks

This quote from Priceline's CMO should rouse all hotels to action

MTA Hotel Tonight has already added keyless mobile checkin to their app (Tnooz)

What to do:

• Create mobile services expertise in-house - a team approach is best
• Engage a hotel mobile services platform - as essential to hotels as booking engines
• Start with essential hotel concierge services 
• Enhance by adding local partners, events and 'insider' tips
• On an ongoing basis, increase mobile as a guest engagement point
• Communicate your mobile services at each digital touchpoint - email, site, Facebook, Google +, etc.
• I strongly recommend an identifiable icon - similar to WiFi 

Full article here  H/T LoungeUp

If you need some additional info, please get in touch - we are happy to help.