Hotel Reputation Depends on Service as Apps Skyrocket

What can’t you do with a hotel app these days? Marriott’s hot on mobile check-ins, even offering a notification service that tells you when your room is ready; Best Western offers a room service app, and Hilton’s Conrad Concierge App allows guests to schedule airport pick-up, make spa appointments, and choose bath amenities. And those are just a few examples.

Many guests appreciate this fingertip access to everything, but don’t be fooled… this doesn’t mean you’re catching a break on staffing or service. In fact, it’s just the opposite. For every single thing you offer via app, iPad, or otherwise, personal hotel service becomes even more important. Fewer experiences with your staff mean the touchpoints guests do have with your service really REALLY count. If you think you can reduce staffing eventually, count on hiring the very best of the best for the positions you do have. Apps can’t save a hotel reputation when it slides.