Vandana BrarMay 10, 2018

Seven Ways Avaya Vantage Can Transform the Hotel Guest Experience

Perhaps no other industry has as much potential for transformation as hospitality, nor as much on the line if Customer Experience (CX) improvements aren’t made. Consider that nearly 70% of travelers today see little to no noticeable difference among hotel chains, a stark difference compared to other travel sectors like airlines, where 57% recognize significant brand differences. To competitively differentiate, hotels must reimagine the guest experience.

To get ahead, industry leaders are turning to digital technology to enrich the hotel 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 in-room phone.

The In-Room Phone is a Major Missed Opportunity in Hospitality

A third of hospitality leaders perceive the in-room phone as “virtually irrelevant” and haven’t upgraded their phone systems 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 hotel guest experience would be significantly improved by enhanced in-room and on-property services.

Technology has evolved to the point where the in-room phone no longer operates as a static solution. Avaya’s innovative customizable communications device opens the door to limitless possibilities. Avaya Vantage creates opportunities for communications as a contextual part of application workflows. It supports simple, instant and natural engagement for unparalleled hotel guest experiences.

Seven Ways to Innovate with Avaya Vantage

Here are seven ways you can use Avaya Vantage to have an immediate transformational impact on your guest experience:

  1. 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. An open, customizable device such as Avaya Vantage is in the center of the new omnichannel world.
  2. Automatic notifications: Research shows that most guests prefer updates via automatic notifications. For example, 88% of guests would like notifications about 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.
  3. 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. Avaya Vantage lets hotels offer a contextual mobile app experience in which omnichannel service is seamlessly integrated, along with intelligent resource matching that helps ensure guests are always put in touch with the right subject matter expert, regardless of where that expert resides within the organization.
  4. In-room help/recommendations: This could be a list of nearby activities with directions. It may be an online property map that helps guests easily navigate the grounds. Perhaps it’s a real-time view of table availability at a guest’s favorite on-site restaurant. Avaya Vantage lets hotels integrate IoT technologies and operations by offering advanced in-room help and recommendations, with the option to initiate and/or escalate to chat, video and voice as needed.
  5. In-room control: Over 70% of guests say they’d like to use a smartphone or tablet to control in-room needs (i.e., lighting, curtains, alarm clock, room service). Avaya Vantage effortlessly supports these advanced AI initiatives with flexible application integration, supported by Android.
  6. 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. Avaya Vantage can track the services and facilities guests use and then identify key patterns and preferences.
  7. 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. Avaya Vantage enables hotels to hone in on how and when guests want their data applied. For example, a guest may be fine with you holding their room after noticing a delayed flight status. They may not, however, approve of you emailing them coupons based on transactional data.

Most guests today want tech-driven experiences, yet unanimously agree that personal service trumps digital advances. Avaya Vantage combines the best of both worlds, enabling brands to strike the perfect balance between high tech and high touch.

Seven Ways Avaya Vantage Can Transform the Hotel Guest Experience

Vandana Brar

Vandana Brar is Senior Product Manager at Avaya, leading new video desktop device innovation as part of the Endpoints portfolio. Vandana is responsible for the introduction and go-to-market initiatives of the Avaya Vantage Franchise. With an engineering background, Vandana has over 20 years experience in telecommunications hardware, software, and cloud product management.

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