The rise of digital technology and marketing in the hospitality industry has created a new kind of traveler who is adept at all available online and mobile tools. They use these tools to jump across all industry-defined silos. These new travelers do not require a lot of handholding, they shun human interaction and know their way around everywhere they go.
These travelers were documented in a Skift report titled, “14 Global Trends That Will Define Travel in 2014.” How can you reach these travelers and keep them satisfied during their stay at your property? Let’s take a look at some options that are geared towards the newly emerging “Silent Traveler”.
Mobile Check-in Opportunities
No traveler really enjoys the tedious process of a front desk check-in. Waiting in line can be a hassle, and Silent Travelers do not always feel comfortable with extended amounts of face-to-face interaction. One of our recent blog posts, “Hotels Expand Mobile Check-In Options” discusses steps hotels are taking to make the check-in process simpler and mobile-driven.
Third Space Creativity
Silent Travelers still need a place to be able to operate the technology they travel with, putting a premium on creating a usable third space on your property. All travelers are looking for Wi-Fi connectivity, and most of them believe this should be a complimentary service. Click here to learn more about third spaces.
Response to Feedback
If the hospitality — the actual human to human interaction — part of the travel industry becomes less and less important, how does the industry define itself? How does it understand the needs of its customers and fulfill them?
Although these Silent Travelers may not be talking to people face-to-face, they are often jumping on review sites, or a property’s own website, to leave feedback about their stay. It is important to manage these channels and respond to this feedback as soon as possible. This ensures that the voice of the Silent Travelers is being heard, and their concerns are addressed like those of any other guest.