hotels on the mobile frontier

Hotels on the Mobile FrontierHow mobile is shaping a new standard in the guest experience

WEBINAR | July 14, 2016

Sponsored by

Presenters

Gautam LullaPresidentTRAVEL TRIPPER

Jos SchaapCEO -FounderSTAYNTOUCH

Drew PattersonCo-founder &

CEOCHECKMATE

Steffan BerelowitzModerator

Hotels on the Mobile Frontier | July 14, 2016

AgendaWhy hotels need to invest in mobile

Delighting guests from search to stay: how mobile is being used to improve the guest experience

Challenges and opportunities in mobile technology

Audience Q&A

Hotels on the Mobile Frontier | July 14, 2016

Why hotels need to invest in mobileNearly 2/3s of U.S. adults own smartphones now (Source: Pew Research)

60% of travelers globally are unwilling to go on vacation without a mobile device (Source: Egencia)

Mobile now represents 65% of digital media time, while desktop is becoming a secondary touchpoint (Source: Marketing Land)

Audience Poll #1Mobile in the Guest Experience

How well does your hotel employ mobile technology in the guest experience?

A.Excellent — we are completely optimized for mobile users!B.Good — we have started investing seriously in mobileC.Fair — we have some mobile technologies, but could do betterD.Poor — we have not yet invested in mobile

Hotels on the Mobile Frontier | July 14, 2016

Delighting guests with mobile: Search & Book

Mobile website traffic high, but mobile direct bookings need to catch up• Hotel searches on mobile are up 49% in 2015 (Source: Google)

• In 2015, for the first time, just over half (51%) of all traffic to hotel websites came through a touchscreen device (mobile + tablet)

• 1 out of 5 direct bookings is now done on a mobile device, up 50% from 2014

• OTAs generate 40% of mobile bookings, while hotel suppliers only generate about 20% (Source: Criteo)

Hotels on the Mobile Frontier | July 14, 2016

Delighting guests with mobile: Search & Book

Find and capture your guests on mobile:

• Optimize user experience on your mobile website• Enhance your mobile-specific marketing strategies• Adapt pricing and revenue strategies for mobile • Make the mobile booking flow quick and painless

Hotels on the Mobile Frontier | July 14, 2016

Delighting guests with mobile: Check-in & Check-OutAllow the guest to be in control!

• 84% of guests would take advantage of it • 60% would be more likely to stay • 76% of travelers have checked in using

automated kiosk and would do so again to avoid waiting in line at the front desk

• 63% of travelers prefer hotels with tech-enabled lobby

Hotels on the Mobile Frontier | July 14, 2016

Delighting guests with mobile: Check-in & Check-OutImprove guest experience from the moment they walk through the door• Front desk check-in is a transaction…

NOT a service!• Choice of Service: self, staff, or mobile

— the guest should decide!• Self-serve check-in/out and key pickup

stations • Mobile door keys to complete a

smooth experience

Hotels on the Mobile Frontier | July 14, 2016

Delighting guests with mobile: Stay

Guests prefer message-based interaction

• 78% of consumers wish they could text message with a business

• Text messages have a 98% open rate • Text messages have 8x the response rate of email

Hotels on the Mobile Frontier | July 14, 2016

Delighting guests with mobile: Stay

Messaging raises hotels’ service levels

• Tackle service recovery in the moment not on TripAdvisor

• Welcome guests with timely, relevant information throughout their stay

• Engage each guest in a one-to-one dialogue

• Empower your team with searchable record of every guest interaction

“Mobile is not the future, it is the now. Meet your customers in the environment of their choice, not where it's convenient for you.”

—Cyndie Shaffstall, Spider Trainers

Audience Poll #2Integrating Mobile

What is the biggest challenge to implementing mobile technology in your hotel?

A.Costs are too highB.Training the staffC.Choosing the right technology providerD.Justifying the ROIE. None of the above

Hotels on the Mobile Frontier | July 14, 2016

Challenges & OpportunitiesMyths vs. Facts: What are the biggest challenges to investing in mobile technology?

The Hype Tech Cycle: Is mobile technology truly transformational and revolutionary?

The Hotel of the Future: What does the hotel look like in 5-10 years? How does mobile impact it?

Audience Q&A

Thank you!

Please send questions and comments to marketing@traveltripper.com.

Replay and presentation will be made available on LinkedIn and respective company websites.