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  • February 13, 2017

Finding the Balancing: Human Engagement vs. Convenience of Technology (Hotel Guest Experience Report)

Stacey Truman
Senior Manager, Global Hotel & Cruise Marketing

For hoteliers finding the balance between personal customer service and convenient, technology-enabled self-service to ensure an optimum guest experience can be a bit tricky, especially as today’s hotel guests are more demanding than ever before.  However, understanding your guests’ preferences can give you a significant edge. 

Oracle Hospitality recently commissioned a research study asking guests about their hotel experiences.  We learned a large majority (93%) of U.S. hotel guests prioritized room cleanliness and 72% prioritized staff helpfulness as very/extremely important to their stay satisfaction.  Additionally, 60% indicated they prefer to speak in-person to staff at the front desk and the concierge.  Guests are saying that they want human interaction and superior service from hotel staff (and providing that service will likely keep them coming back!).

Interestingly, guests also want innovative technology from your hotel that enables them to quickly and easily get the service or information they desire.  Specifically, guests said they wanted to use a hotel app to do the following: (53%) get recommendations for nearby activities; (47%) request extra pillows/toiletries; (45%) make restaurant reservations; and (39%) order room service.

As hoteliers, you may never meet every guest’s expectations each time they stay, but gaining a better understanding of what your guests want from your staff and from technology in your hotel certainly gives you the insight you need to find the perfect balance.

To learn more about what guests said they wanted, check out Creating the Coveted Hotel Guest Experience.

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