Oliver BengtssonNovember 09, 2017

The Big List of Guest Experiences Possible with an Innovative Phone

To competitively differentiate, hotels must reimagine their guest experiences. And our innovative phone (really, it’s so much more than a phone) the Avaya Vantage™ Device—opens the door to limitless possibilities for creating fresh, techy applications that guests will love.

Most guests today want tech-driven experiences, yet unanimously agree that personal service trumps digital advances. An innovative phone combines the best of both worlds, enabling brands to strike the perfect balance between high-tech and high-touch. So, how exactly does an innovative phone transform the guest experience? We can think of a few ways…

Mobile booking: Specifically, with a live agent. Nearly 90% of guests believe that mobile booking with live travel service professionals will be more important five years from now. Imagine guests being able to initiate or escalate to chat, video, or voice with just the touch of a button, right from their mobile device, during the booking process.

Automatic notifications: Research shows that most guests prefer updates via automatic notifications. For example, 88% would like notifications of issues or changes to bookings, while 84% want updates on room readiness. Imagine front desk workers having a holistic view of every checked-in guest, and being able to send automatic notifications based on reminders and messages that are integrated into their daily workflows.

Integrated mobile app experience: 40% of guests already have a hotel mobile app, with 30% inclined to soon download one. As such, 81% of hotels are planning to create high-functioning mobile apps within the next five years. An innovative phone allows hotels to offer a contextual mobile app experience in which omnichannel service is seamlessly integrated, along with intelligent resource matching that ensures guests are always put in touch with the right subject matter expert, regardless of where they reside within the organization.

In-room help/recommendations: This could be a list of nearby activities with directions. It may be an online property map that allows guests to easily navigate the grounds. Perhaps it’s a real-time view of table availability at a guest’s favorite on-site restaurant. An innovative phone lets hotels offer advanced in-room help and recommendations, with the option to initiate and/or escalate to chat, video and voice as needed.

In-room control: Over 70% of guests say they’d like to use a smartphone or tablet to control their in-room needs (i.e., lighting, curtains, alarm clock, room service). Our innovative phone, for example, effortlessly supports these advanced AI initiatives with flexible application integration, supported by Android Marshmallow OS.

Preference-based service: Nearly 90% of guests want hotels to select their room based on personal preferences (i.e., window location, bed arrangement). Meanwhile, 73% would like their thermostat automatically adjusted based on preference. An innovative phone can be used to track the services and facilities guests use to identify key patterns and preferences.

Data-driven details: 75% of guests are willing to share personal information to enhance their experience. However, 80% want to control how that data is used. An innovative phone enables hotels to hone in on how and when guests want their data applied. For example, a guest may be fine with a hotel holding their room after noticing their delayed flight status. They may not, however, approve of a hotel emailing them coupons based on transactional data.

In Hospitality, It’s Time for New Guest Experiences

Perhaps no other industry has as much potential for transformation as hospitality—nor as much on the line if CX improvements aren’t made. Consider that nearly 70% of travelers today see “little to no noticeable difference” between hotel chains. This is a stark difference compared to other travel sectors like airlines, where 57% recognize significant brand differences.

To get ahead, industry leaders are turning to digital technology to enrich the guest experience. They’re contextualizing communications, personalizing messaging and using data to enhance the end-to-end brand journey. What many don’t know, however, is that they can capitalize on these CX opportunities using a tool that has been largely overlooked in the industry: the phone.

The Phone: One of the Greatest Missed Opportunities in Hospitality

One-third of hospitality leaders perceive the in-room phone as “virtually irrelevant” and haven’t upgraded their phone system in over five years. Because of this, only half of hotels today can communicate outside of phone and email (only 11% via video). All the while, research continually shows that the quality of the guest experience would be significantly improved by enhanced in-room and on-property services.

Technology has evolved to the point where a phone no longer operates as a static solution. But, an innovative phone like the Avaya Vantage device creates opportunities for communications as a contextual part of application workflows. It supports simple, instant and natural engagement for unparalleled guest experiences.

Oliver Bengtsson

Oliver Bengtsson is Senior Product Manager of IP Endpoints at Avaya, leading new device innovation. Oliver is responsible for the introduction and go-to-market initiatives of exciting new solutions such as Avaya Vantage.

Read Articles by Oliver Bengtsson


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