Mobile use by hotel staff helps efficiency, guest satisfaction

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Hotels and vendors are realizing that hotel staff using mobile devices, whether their own or a hotel-provided device, can offer efficiency benefits, often leading to increased guest satisfaction. “It has untethered the entire operation—you no longer need to be near a [personal computer] or have a piece of paper handy,” said Douglas Rice, executive vice president and CEO of Hotel Technology Next Generation.

The systems that alert housekeeping when a guest has left the room and even the property, can allow time savings since the housekeeper doesn’t have to knock on doors to find an empty room to clean. “Mobile tracking of people and things can lead to operational efficiency,” Rice said. “Roomservice, laundry to be picked up, etc. can alert the closest hotel staff to accomplish the task, saving five to 10 minutes of labor.”

With the use of mobile devices, hotel staff can be more nimble in solving problems and being in-tune with guests’ needs.

“For hoteliers, using keyless entry results in streamlined front-desk operations and reduced staff time,” said Lihong Wu, president of North America for Assa Abloy Hospitality. “With more free time, the front-desk team can focus on other important aspects of guest service, driving loyalty and revenue.”

Hotel brands expect to increase bookings when travelers use their loyalty apps, said Casey Fale, manager of product management and marketing with Onity. When integrated into brand loyalty apps, mobile key solutions help offer a consistent guest experience, from booking to check-in to guestroom entry.

“From a hotel’s perspective, there are operational benefits as well: reduced expenses on keycards, fewer requests for replacement keycards, and, depending on a hotel’s preferences, an expedited guest check-in experience,” Fale said. “As the percentage of hotel guests who are millennials increases, it will become increasingly important for hotels to offer mobile-based services.”