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Improving the customer experience is one of the basic objectives for professionals in the hotel sector; we could say that it is in their own DNA. In recent decades, positive customer experiences have been directly related to new technologies and, as a result of the health emergency caused by COVID-19, digitization and technological positioning have emerged as a key strategy in the expected recovery of the sector. 

Do you want to strengthen your competitiveness by improving the customer experience in your hotel through technology? In this article we review the technological trends that most influence when it comes to optimizing your hotel's guest journey.

What are the most valued aspects in the customer journey of a hotel?

The most valuable tool that a hotel has to improve the experience of its clients (or the guest journey) is the analysis of its guests' data. The key is to combine the data available in the hotel's own databases: reservation information, past stays, loyalty programs, etc. with the information published on the Internet, such as reviews on specialized platforms and social networks.

With this information, the hotel can act proactively, even anticipating the needs of its customers, with details such as rectifying some aspect of the buffet or changing that pillow that causes allergies. And these are just two examples of many possible.

What technological trends help improve the guest journey of your guests?

The increase in competition forces hotels to be more innovative, in order to make the life cycle of their clients as pleasant and enriching as possible. The objectives are usually focused on the use of connectivity and other digital technologies to achieve high-value personalized experiences. 

Technological trends – guest journey – more aligned with the objective of improving the costumer journey of guests are those that allow the creation of an ideal environment for interaction, personalization and streamlining of procedures, if possible through their own mobile devices and even thanks to elements that favor interaction and communication with the hotel such as the IPTV

The contactless experience

When we talk about the contactless experience in the hotel sector, we refer to implementing the necessary technology to get the most out of the guest's smartphone or tablet, so that they can carry out such practical and interesting procedures as:

  • Check-in and check-out online.
  • Open and close rooms using a cloud-connected app, instead of traditional key cards.
  • Pay for any service with your mobile phone without the need for cash.
  • Establish instant messaging communication services with hotel staff.
  • Control the temperature and lighting of the hotel with the mobile itself.

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Updated and personalized information through IPTV and display screens

In addition to establishing a personalized communication with the client, through: individualized messages, information about hotel services, special offers, etc. IPTV (Internet Protocol TV) and display screens currently have a new and important utility.

As a result of the very special situation caused by COVID-19, a IPTV system and the display screens can also be used as an effective communication channel to report on the measures implemented by the hotel to prevent contagion.


Currently, hotel guests highly value all the measures and efforts aimed at improving safety and hygiene measures, and reinforcing their personal care and health as much as possible.

It may interest you: Discover the benefits of an IPTV service to improve communication with your customers

Cerium IPTV in Fitur

The rise of home automation and the technological empowerment of the guest

Some hotel chains have launched to incorporate home automation and IoT (internet of things) in the rooms and common areas of hotels, in order to provide greater autonomy and resources to their guests.

Issues as important to the customer experience (or guest journey) as climate control or turning lights on and off and their intensity can, today, be controlled from a small remote or the guest's own mobile.

In addition to offering a pleasant personalized experience and fully aligned with guest expectations for technology, today's IoT solutions can help also in the administration of the hotel, reducing costs and optimizing operations in real time.

Network and Wi-Fi infrastructure design adapted to the needs of each guest or area of ​​the hotel

Thanks to GPON technology (Gigabit-capable Passive Optical Network) it is possible to bring the highest quality Internet to every corner of the hotel, through a FTTR network (Fiber To The Room). This system makes it possible to offer greater bandwidth and, in this way, respond with guarantees to the needs of the different traveler profiles and the hotel areas themselves. Some examples would be:

  • A remote worker, something very frequent as a result of the pandemic. A traveler profile that requires maximum connection quality to transfer documents, make video calls, etc.  
  • A family whose members already travel with with different devices and demand a large video consumption. 
  • An area of ​​the hotel with a high volume of data consumption, for example a convention room or common areas such as the swimming pool or the gym. 
  • A hyperconnected room with new home automation or IPTV services, for example. 

Carry out an exhaustive study of the hotel's own infrastructure, its current Wi-Fi coverage and the different densities of users by area, is key to optimizing the connection and offering the best WiFi quality throughout the hotel.

Keep learning: 5 ideas to improve the guest experience in your hotel

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Installation of a GPON fiber optic cabling

Traditionally, for the interconnection of network equipment, such as APs and the different services that make use of it, switches have been used to interconnect all devices. The problem is that the bandwidth and latency that are demanded make a technological change in the core of the network necessary, since fiber offers us higher bandwidths than the traditional copper cabling network and at a significantly lower cost. 

One of the most important points of the GPON fiber optic network is that the distribution network with fiber has a useful life of more than 25 years, compared to 5 years for a wired network with conventional electronics. Also, as a new technology service is added, the copper network becomes obsolete and requires new and costly upgrades. However, with the network GPON it is only necessary to replace the final equipment, that is, the headend (OLT) and the client equipment (ONT). 

In summary, thanks to GPON you will be protecting your investment in technology and facilitating the technological update of your hotel.

Improving the user experience in the direct sales channel through Progressive Web Apps (PWA)

Hotel reservation ecommerce traffic is mostly mobile, but sales through this channel are still far from the volume of reservations through desktop computers. How can you boost conversion through mobile? The answer is simple: betting on Progressive Web Apps (PWA).

pwa

PWAs drastically improve performance compared to a mobile version of a website, generating an experience similar to native apps in terms of speed or usability, with development that is simpler than a traditional app.

On the other hand, they are linkable, indexable from search engines and easily integrated with the hotel website and its purchasing process. They have undoubtedly become an increasingly popular tool for optimizing the conversion rates of the hotel's direct sales channel.

It may interest you: How to improve direct sales in hotels and reduce intermediation

Have you heard of them? Cerium's eCommerce area develops this type of solutions to improve our clients' direct sales platforms.

Cerium, a technological ally in the search for the best customer experience

In the implementation of all these technologies there is a common denominator: the need for a renewed network infrastructure and Wi-Fi adapted to the present and future needs of your hotel. This technology is essential to be able to incorporate new technological solutions and generate the best experience or guest journey: building loyalty and increasing revenue in your hotel establishment.


In Cerium, as technological integrators of the hospitality sector, We design, implement and manage fiber optic networks and your hotel, offering a guaranteed and scalable technological base on which to incorporate new data and communication services between the hotel and your clients.

Are you interested in improving the experience of your guests? Do you want to incorporate new technologies in your hotel? Contact us and tell us more about your projects.