It’s all about the guest
In Hospitality and Leisure, and in particular family parks, resorts, destination hotels and attractions, it has never been so important to excite your customers. In this article, we are going to share 5 Ways to Improve Customer Experience.
As a result of the current social and political uncertainty created by BREXIT, holidaymakers are less inclined to travel abroad for their holidays and are instead ‘Staycationing’ in the UK. In fact, ‘Staycations’ have risen by 13% in the UK this summer compared to last summer.
This is, of course, fantastic news for Hospitality and Leisure establishments based in the UK, and a great opportunity to capitalise on if approached correctly. The most important thing to focus on is what delights your guests, not only will this give your business a competitive edge, but it is also what will turn your guests into fans, and fans into regulars.
Digitise, Mobilise, Innovate?
Is the key to improving customer experience in Hospitality and Leisure, technology?
Yes*.
*But only if the technology is helpful to your guest.
The rapid growth in new technology and recent technological advances such as AI, VR, IoT, Robotics, 5G, plus the pressures of digital transformation and the want to become more competitive through innovative tech has blindsided all too many businesses. The consequence? Basic, practical technological customer needs are ignored.
This certainly does not contribute to a positive customer experience.
The majority of the time, your guest does not require a robotic receptionist to check them in or check their ticket. Instead, focus on the different areas of your Hospitality and Leisure establishment that excite your customers the most, and then add value by utilising technology there.
Adding value through tech: real-life examples
- Area of excitement for your customer: Attractions, rides and entertainment.
Add value: Reduce queuing by digitising paper-based systems, or mobilise from desktop to mobile devices. Less time waiting in line makes for happier customers. Ensure such mobile devices are built rugged to endure any drops or weather conditions that consumer devices cannot.
- Area of excitement for your customer: Swimming pools and water parks.
Add value: Introduce water-proof, interactive screens to enhance the swimming experience, tracking progress and race stats. Don’t forget your pool-side staff, their levels of productivity can be boosted through the use of drop-proof and waterproof mobility, ensuring the safety and maintenance of pools and park.
- Area of excitement for your customer: A quick, tasty meal in between other activities.
Add value: For customers, particularly families who value convenience, introduce large, interactive but robust self-service screens. Guests can place their orders themselves, easily tailoring them to their family’s needs and be in and out at their own pace.
- Area of excitement for your customer: Rest, after a day of fun and activities.
Add value: Being able to relax in a clean and tidy space is important for your guests. Deploy robust mobile devices to housekeeping employees to assist the completion of rounds in the most efficient way. Having all staff connected on one application eliminates any missed rooms, plus the rugged elements of the devices reduce breakages – impacting positive productivity!
- Area of excitement for your customer: Having trust in your family park, resort, hotel or establishment.
Add value: Things go wrong from time to time, that’s inevitable. Whether the hot water is not running, the heating or A/C is broken or an accident occurs – give your guests the confidence that you will be there to resolve things. By equipping your maintenance and even health and safety staff with durable, mobile communication devices – those that are drop-proof, all weatherproof, dustproof and can work in extreme temperatures – help can be arranged from anywhere at any time.
Discover more about ruggedised mobile device solutions, and bespoke projects and screens here.
About Conker
Founded in 2008, Conker is a British producer of business rugged tablets, touch screen and mobile devices, providing durable and reliable systems for successful digital transformation. The firm’s consultative approach delivers fit-for-purpose solutions that improve productivity and streamline business processes, supported by its easy-to-work with UK based service team. Customers include Eastern Forklift Trucks and the food waste company, Winnow Solutions. Conker has a partnership with Fusion UEM by VXL and intends to expand its technology partnerships.
Led by founder and CEO, James Summers, Conker’s collaborative approach now empowers mobile workers to measurably improve productivity and make their lives easier by automating the mundane and streamlining business processes. The business has received recognition within The Financial Times’ FT 1000: Europe’s Fastest Growing Companies (2018) and Deloitte’s Technology Fast 500 (2017). The company legally trades as Tablet Technologies Ltd.
