Focus: Mobile applications
09 August 2010
Many mobile and wireless applications have debuted recently, most geared toward helping the guest navigate within and around the hotel. Vendors assure hoteliers these services are meant to enhance the traditional concierge, not replace it.
“Nothing beats a knowledgeable concierge who knows the surrounding area,” said Mike Murray, president of TripCraft. “Mobile apps will simply make it easier to get at a wider range of local points of interest or can be used when you don't have access to a concierge.”
Mobile applications are meant as an add-on and to provide a self-serve facility for those guests who do not want to use concierge services, said Warren Dehan, president of Northwind-Maestro PMS, which unveiled ResWave booking engine for social media sites and mobile devices at HITEC 2010.
“The concierge will continue to serve a key role in assisting guests,” he said.
Some mobile apps are actually built to increase the communication between the hotel staff and the guest.
“Runtriz allows concierge and hotel staff to communicate with guests, even outside the four walls of the hotel,” said Matt Allard, president of Runtriz. “Every request is sent to a staff member who manages the request and follows up with the guest with a personalized message.”
Depending on the service level and segment, some hotels have chose to offer iPads in each guestroom. Others decided that having a few available in the lobby would be more financially feasible.
“I'm not sure if every room needs one, since some guests may not be comfortable using them or prefer more personal service,” Murray said. “But for guests that are tech-savvy or want hotel services at their fingertips, an iPad seems like an easy choice.”
Allard said a few of his boutique customers have put an iPad in every room, and others have gone with an iPod Touch in each room. But, “most will put an iPad in the suites only because it’s more cost effective and they are at a higher rate,” he said. “Pretty much all of our hotels provide a few to loan at the front desk.”
