Guest engagement requires understanding the needs of guests, their preferences and expectations, and delivering personalized experiences that exceed those expectations. Effective guest engagement strategies can lead to increased guest satisfaction, loyalty, repeat bookings, and ultimately, higher revenue.

In today’s competitive hospitality industry, guest engagement is more critical than ever. 

With countless options available, guests have high expectations and are quick to share their experiences online. Prioritizing guest engagement can help to create memorable experiences and build lasting relationships with your guests. 

In this blog, we will discuss the benefits of hotel guest engagement and share proven techniques on how hoteliers can implement effective guest engagement strategies. We will also explore how to measure guest engagement and overcome common challenges.

Understanding Hotel Guest Engagement

Guest engagement involves connecting with guests and building relationships through meaningful interactions. There are three main types of guest engagement:

• Pre-stay engagement is when you connect with guests before they even arrive at your hotel.
• In-stay engagement is how you connect with guests during their stay.
• Post-stay engagement involves connecting with guests after they’ve checked out of your hotel.

There are many benefits to engaging with hotel guests throughout their journey. Some of the most important benefits include:

• Improved guest satisfaction: When guests feel like they are being heard and their needs are being met, they’ll be more satisfied with their stay. 
• Increased revenue: When you engage guests adequately, they will be willing to spend money on more services. 
• Positive reviews and reputation: When guests have a positive experience, they are more likely to leave positive reviews online. This can help to improve the hotel’s reputation and attract new guests.
• Loyalty: Engaged guests are more likely to become loyal patrons.

Pre-Stay Guest Engagement

Engaging with guests before their arrival is the first step in the overall guest experience as it sets the tone for the entire stay. It helps in building excitement for the upcoming stay and establishes trust between the guest and the hotel. This early connection can lead to increased guest satisfaction, repeat bookings, and positive word-of-mouth referrals.

There are many strategies that you can use to engage with guests before they arrive, which include:

• Personalizing your communications with guests by using their names and any other information that you know about them. This will help to make them feel like you are genuinely interested in their stay.
• Connecting with guests on social media by sharing photos and videos of your hotel, as well as information about local events and attractions.
• Providing guests with advanced mobile experiences that allow them to explore your property and amenities. Phunware has implemented these pre-arrival tools for leading brands and they routinely see a 50% increase in amenity bookings before arrival.
• Offering concierge services to guests before they arrive. This could include helping them to book reservations, make travel arrangements, or even just answer questions.
• Offering loyalty programs to guests. This will give them a reason to stay with your hotel again and again.

In-Stay Guest Engagement

In-stay guest engagement involves providing exceptional service and creating memorable moments during the guest’s stay. Focusing on effective in-stay guest engagement enables hotel staff to address any concerns or issues promptly and create a personalized experience tailored to each guest’s preferences.

The strategies for engaging with guests during their stay include:

• Customizing the guests’ experience to their preferences and interests.
• Using technology to engage with guests. For example, providing them with access to a mobile digital concierge.
• Offering special services such as late checkouts, free upgrades, or even just a complimentary breakfast.
• Providing local recommendations such as things to do in the area to make the most of their stay.
• Hosting events and activities such as welcome reception, wine-tasting sessions, movie nights, etc.

Here are some extra tips for in-stay guest engagement:

1. Be responsive to inquiries: If guests have any questions or concerns during their stay, be sure to respond to them promptly. This will help to ensure that they have a positive experience from start to finish.
2. Be proactive: Don’t wait for guests to come to you with their needs. Offer to help them whenever you can. This will show that you are genuinely interested in their well-being.
3. Go above and beyond: Sometimes, the little things can make the biggest difference. A small gesture of kindness can go a long way toward making a guest feel special.
4. Thank your guests: A simple “thank you for staying with us” can make a big difference. Let guests know that you appreciate their choosing your hotel.

Post-Stay Guest Engagement

Engaging with guests is the last stage of the overall guest experience. It is important to maintain a pleasant relationship with guests after their stay as this increases the likelihood of future bookings and creates brand advocates who will recommend your hotel to others.

The strategies for engaging with guests after their stay include

• Sending personalized follow-up and thank-you notes.
• Requesting feedback to know what they enjoyed and what they think you should improve.
• Encouraging guests to leave reviews on your website or social media pages, and to refer their friends and family to your hotel.
• Offering incentives such as discounts and gift cards to encourage guests to return to your hotel.
• Offering loyalty rewards to guests who stay with you multiple times. This will show them that you appreciate their business and that you want them to return to your hotel again and again.

Measuring Hotel Guest Engagement

An essential step that helps to foster effective guest engagement is to measure your performance. You can measure your guest engagement using different metrics, then use the information to improve the service you provide and create a more enjoyable experience for guests.

The metrics you can use for measuring hotel guest engagement include:

1. Guest satisfaction scores: they tell you how satisfied guests are with their stay. You can collect these scores through surveys, interviews, or even just by observing guests’ behavior.
2. Guest loyalty: a measure of how likely guests are to return to your hotel in the future. You can track this by evaluating the reviews guests leave after their stay and repeat bookings.
3. Revenue Per Average Guest: This metric tells you how much money customers are spending in your hotel and the average cost per guest. It’s a good way of determining how effective your engagement strategies are, as customers spending more are likely to be those most engaged with your services and offerings.
4. Cumulative Revenue: This is the total amount of money your hotel has obtained from guests over a period of time and is a good indicator of repeat customers. If your Cummulative Revenue is increasing, it’s likely to mean you are engaging customers effectively and they are returning.

Challenges in Hotel Guest Engagement

Several challenges can make it difficult to engage guests effectively. Some of the most common challenges include:

1. Running a hotel with limited resources, which can make it difficult to invest in guest engagement initiatives.
2. A communication gap between hotel staff and guests, which can make it difficult to understand and address guests’ needs.
3. Difficulty in measuring results and tracking progress.
4. Inconsistent service quality, which can lead to a negative experience for guests.

To overcome these challenges, you should consider

1. Investing in staff training and development to improve service quality and communication skills.
2. Leveraging technology to streamline processes and enable your staff to be more efficient 
3. Establishing clear goals and objectives for your guest engagement initiatives
4. Personalizing guest experiences and empowering them to find the information they need at the right time with a unified digital experience.
5. Using data-driven insights to measure success and make improvements.

Case Studies of Successful Guest Engagement

Let’s explore how three leading hotel brands have implemented successful guest engagement strategies. These case studies will provide valuable insights for hotel owners and stakeholders in the hospitality business.

Atlantis Paradise Island Resort

An interesting case study is how Phunware’s guest experience solution helped Atlantis Paradise Island to deliver an astonishing experience for its guests. The solution enabled guests to manage their trip, seamlessly find their way to exclusive amenities around the resort, and allow them to book special excursions and dining experiences.

Gaylord Hotels

Another impressive case study is how Phunware’s Smart Hospitality Solution enabled guests to access all hotel details while also linking them to Marriott Bonvoy® for reservations, mobile check-in, and door access. The innovative solution features an on-property resort guide, activity calendar details, and interactive and real-time mapping as well as enabling guests to get reservations for restaurants and other leisure activities.

Trends in Hotel Guest Engagement

As the hospitality industry continues to evolve, hoteliers must stay updated on the latest trends in guest engagement. This will help ensure they can adapt to meet guests’ changing needs and preferences.

Innovations such as Mobile Engagement enable hotels and resorts to increase guest satisfaction, grow loyalty, and usher guests toward a delightful experience before and during their stay.

Realtime Wayfinding is another important technology reshaping the hospitality industry. Providing Wayfinding will ensure guests never get lost in a resort.

Hotels and resorts are also leveraging Geofencing to improve guest engagement. For example, Geofencing can be used to signal to staff that a new guest has arrived and to begin the check-in experience. Geofencing can also trigger automated and custom communication with guests.

Conclusion

Guest engagement in the hospitality industry is essential to provide a memorable experience for all guests. By implementing effective guest engagement strategies pre-stay, in-stay, and post-stay engagement, hoteliers can build relationships with guests, create a personalized experience tailored to each guest’s preferences, and increase their revenue.

Additionally, there are several trends in guest engagement such as Wayfinding, Mobile Engagement, and Geofencing that can empower businesses in the hospitality industry to offer innovative services. 

The importance of effective guest engagement is clear – it helps to ensure your guest have a positive experience, and come back to your hotel, ultimately increasing your revenue. 

At Phunware, we understand the importance of fostering a memorable experience for hotel guests, thus we provide you with the solutions you need to succeed. Whether you are looking to enhance your guest engagement strategies or need to build one from scratch, Phunware’s comprehensive mobile solutions can deliver the technology you need for robust hotel guest engagement. 

Chat with us today to discover how we can help you achieve guest engagement success!

The post The Art of Engaging Hotel Guests: Strategies and Tips for Effective Guest Engagement appeared first on Phunware.

Wayfinding is the process by which people orient themselves in physical space and navigate from one location to another. It’s like a compass for your brain, guiding you through unfamiliar territory.

Long before GPS and digital maps, people relied on natural landmarks, celestial navigation, and even the behavior of animals to find their way. Fast forward to today, and wayfinding has evolved into a multidisciplinary field that encompasses everything from signage and maps to architectural design and technology.

In this blog post, we will explore the fundamentals and complexities of wayfinding and share effective strategies for designing a functioning wayfinding system. We’ll also cover:

• Types of wayfinding 
• How wayfinding exists in different environments
• Wayfinding and how it relates to user experience (UX), accessibility, and technology.

Elements of Wayfinding

Wayfinding is an essential component of any environment, as it helps people to navigate their way around buildings, cities, and other spaces. The elements of effective wayfinding are

1. Signage – one of the most important elements of wayfinding. Well-designed signs can help people quickly and easily find their way to their destination. Signs should be clear, concise, and easy to read. They should also be consistent in their design and placement.
2. Lighting – well-lit spaces are easier to navigate than dark spaces. Lighting can also be used to highlight landmarks and other important features in a space.
3. Color – aids wayfinding by creating visual cues that help people to orient themselves in a space. For example, a common way to indicate the direction of travel is to use a consistent color scheme for directional signs.
4. Materials – the materials used in a space can also affect its wayfinding properties. For example, smooth surfaces are easier to navigate than rough surfaces. Materials can also be used to create visual interest and to help people to orient themselves in a space.
5. Architecture – well-designed buildings and other structures can help people easily find their way around. For example, open floor plans with clear sightlines make it easier for people to see where they are going.
6. Technology – technologies such as digital maps and real-time navigation via GPS, beacons, and WiFi can help people to find their way around even in unfamiliar places.

Types of Wayfinding

As people navigate through various environments, it’s crucial to have effective wayfinding systems in place. However, not all spaces are the same, and different situations call for different types of wayfinding solutions. The types of wayfinding available include:

Static Wayfinding

The most traditional form of wayfinding. This type includes physical signs, maps, other non-digital elements and static digital images that provide users with essential information about their surroundings. These systems are cost-effective and need little maintenance, making them popular choices for many environments. However, they may not be as versatile or adaptable as some of the more advanced options.

Dynamic Wayfinding

A newer type of wayfinding that uses technology to help people find their way. Dynamic wayfinding systems use digital technology to display real-time information and updates. Examples include digital screens showing live transportation schedules or directories that can be updated remotely. This type of wayfinding is more flexible than static systems, as the information can be easily changed to reflect current conditions or events.

Interactive Wayfinding

A type of wayfinding that takes user engagement to the next level by allowing users to interact with the system and receive personalized guidance. This can include blue-dot wayfinding, touchscreen kiosks, mobile apps, or even augmented reality experiences.

Interactive systems provide users with more detailed information and tailored directions, improving overall navigation efficiency and satisfaction.

Auditory Wayfinding

A type of wayfinding that uses sound to help people find their way. Auditory wayfinding can be used in conjunction with static wayfinding to provide a more accessible wayfinding experience for people with visual impairments. Examples of auditory wayfinding include spoken directions from a mobile app or strategically placed speakers that emit distinctive sounds to guide users along a path.

Wayfinding in Different Environments

Different environment presents unique challenges and requirements, making it crucial to tailor wayfinding solutions to meet specific needs.

Hospitals

Hospitals and healthcare facilities are often large and complex, with many different departments and services. Wayfinding can help patients, visitors, and staff to find their way around the facility quickly and easily thereby reducing stress and confusion.

Hotel and Resorts

Hotels and resorts are complex environments that often encompass a wide range of facilities and amenities, such as guest rooms, restaurants, conference halls, spas, and recreational areas. Wayfinding signs and directions in this type of environment is integral for guests and staff to easily move around and find their way to their destination. A great wayfinding system for hotels will integrate signage with maps, digital kiosks, and apps to provide guests with detailed information about the area. 

Airports

Effective wayfinding in airports helps to ensure a smooth travel experience. With thousands of passengers navigating through terminals, security checkpoints, and boarding gates, airport wayfinding should cater to these diverse audiences, using clear signage, digital displays, and interactive kiosks to provide real-time information and directions.

Shopping Centers and Malls

Malls and shopping centers can be overwhelming for visitors due to their size and complexity. A well-designed wayfinding system can enhance the shopping experience by guiding visitors to stores, restrooms, and other amenities. Incorporating digital directories and interactive maps can also help users find their desired locations quickly and efficiently.

Universities and Educational Institutions

Navigating sprawling campuses can be challenging for students, faculty staff, and visitors alike. A comprehensive wayfinding system will enable its users to locate classrooms, administrative offices, and other facilities. By combining static signage with digital solutions, universities can create an intuitive navigation experience that caters to the needs of their diverse populations.

Urban Environments

Urban environments present unique wayfinding challenges due to their scale and complexity. Public spaces, parks, and transportation hubs all require effective wayfinding systems to guide users through the city. Integrating traditional signage with digital solutions, such as mobile apps and interactive kiosks, can create a seamless navigation experience that connects people to their surroundings.

Designing Effective Wayfinding Systems

The foundation of an effective wayfinding system lies in understanding the people who will use it. Consider factors such as age, cultural background, and accessibility needs when designing your system. Observe how users navigate your space and identify any areas where they may struggle or become disoriented. For example, a hospital may have patients with mobility issues, requiring clear paths and easy-to-understand signage.

Once you understand user needs and behavior, the next step is to develop a wayfinding strategy. This strategy should outline the goals of the wayfinding system, as well as the specific steps that you’ll take to achieve those goals. The wayfinding strategy should also be aligned with the overall design of the space.

After developing a strategy, make sure to collaborate with stakeholders like architects, engineers, and other professionals who are involved in the design of the space. Stakeholders can provide valuable input on the wayfinding system, and they can also help to ensure that the system is implemented correctly.

The final step in designing an effective wayfinding system is to incorporate sustainability. This can be done by using materials that are environmentally friendly, and by designing the system in a way that minimizes its impact on the environment. Sustainable wayfinding not only benefits the environment but can also enhance your organization’s reputation and appeal to eco-conscious users.

Wayfinding and Accessibility

Creating an inclusive environment is essential for any public space, and wayfinding plays a significant role in ensuring accessibility for all users.

Individuals with disabilities may face unique challenges when navigating public spaces. For example, visually impaired users may struggle to read standard signage, while those with mobility impairments may require ramps or elevators to navigate different levels. Understanding these challenges is crucial for designing a wayfinding system that accommodates the needs of all users.

Adopting a Universal Design – an approach to design that considers the needs of all users, including people with disabilities, can help to create wayfinding systems that are accessible to everyone. Therefore, ensuring it is both functional for users with disabilities and intuitive and efficient for all other users.

In many countries, there are legal requirements for public spaces to be accessible to individuals with disabilities. For example, the Americans with Disabilities Act (ADA) in the United States sets specific guidelines for signage, pathways, and other elements to ensure accessibility. Complying with these regulations is not only a legal obligation but also a demonstration of your commitment to inclusivity.

Best Practices for Inclusive Wayfinding

To create a truly inclusive wayfinding system, consider the following best practices:

• Use clear, high-contrast signage with large fonts and symbols that are easy to read.
• Incorporate tactile elements, such as Braille or raised lettering, to assist visually impaired users.
• Include auditory cues, such as spoken directions to guide users with visual impairments.
• Ensure pathways are wide enough to accommodate wheelchairs and provide ramps or elevators where necessary.
• Provide clear, easy-to-understand information about accessible routes, entrances, and facilities.

Wayfinding Technology

Technology is revolutionizing wayfinding, providing innovative solutions that enhance user experience and streamline navigation. Here are some of the ways technology has improved wayfinding:

Digital Signage and Displays

Digital signage and displays offer dynamic, real-time information to users, making them an essential component of modern wayfinding systems. 

Mobile Applications

Mobile applications have become increasingly popular for wayfinding, as they provide users with personalized, on-the-go navigation assistance. By utilizing GPS technology, beacons, and WiFi signals, mobile apps can offer turn-by-turn directions, location-based recommendations, and even real-time updates on accessibility features.

Augmented Reality (AR)

Augmented reality is an emerging technology that superimposes digital elements onto the user’s view of the physical world. In wayfinding, AR can provide users with visual routes as they walk or navigate through an environment. Popular AR apps like Pokemon Go showcase the immense potential of this technology in the wayfinding domain.

Artificial Intelligence (AI)

Artificial intelligence has made significant strides in recent years, including in wayfinding. AI-powered chatbots and virtual assistants can understand and respond to natural language queries, helping users find their way by providing personalized guidance and recommendations based on their current location. AI can also recommend the best route to a destination based on the user’s preferences and the current traffic conditions.

Smart Cities

As cities become smarter and more connected, wayfinding is set to reach new heights. According to research, the global smart city market is expected to reach $820.7 billion by 2025. This growth is driven by the integration of IoT devices and sensors, enabling real-time data collection and analysis, which greatly enhances wayfinding capabilities.

In a smart city, digital kiosks, connected streetlights, and other infrastructure can communicate with each other and with users, making navigation seamless and efficient.

Wayfinding and User Experience

User experience (UX) is the experience a user has with a product or service. It includes the way the product or service is designed, how easy it is to use, and how enjoyable it is to use.

Leveraging a user-centered design helps you to focus on the needs of users and create a positive user experience with a wayfinding system.

The Benefits of Positive User Experience

A positive user experience has the following benefits:

• Increased satisfaction from using a product or service
• Increased loyalty to a brand
• Increased recommendation via word-of-mouth and social media.

The wayfinding experience can have a significant impact on users. When users are able to find their way without stress, they feel confident and in control. However, when users get lost or confused, they can feel frustrated and anxious.

The emotional impact of wayfinding can be influenced by a number of factors, including the design of the wayfinding system, the user’s familiarity with the environment, and the user’s individual personality.

Case Studies of Successful Wayfinding and User Experience

Case Study 1: Virginia Hospital Center

An incredible case study of a successful wayfinding system is Phunware’s powerful healthcare solution for Virginia Hospital Center (VHC). We provided VHC Health with wayfinding solutions to enable their patients, visitors, and staff to access interactive maps that direct them to their destinations in real time. 

The wayfinding solutions work on both iPhones and Android devices and enhance navigation around the VHC Health facility including floor levels.

Case Study 2: Atlantis Paradise Island Resort

Another interesting case study is how Phunware’s tech helped Atlantis Paradise Island to offer both its staff and guests a sophisticated mobile engagement platform. The solution helped to enhance the Atlantis brand experience by providing their guests with Location-Based Services (LBS), interactive mapping, wayfinding, and indoor positioning, thereby improving operational and staff efficiencies. 

Future of Wayfinding

New technologies are constantly reshaping the wayfinding landscape, offering exciting possibilities for the future. Some notable advancements include:

1. Geofencing: current developments in geofencing will strengthen hotels, resorts, and healthcare organizations in providing more personalized services for their guests such as location-based services (LBS).
2. Beacon Technology: Beacons use Bluetooth signals to transmit information to smartphones, enabling real-time indoor navigation and personalized experiences and marketing based on user location.
3. Virtual Reality (VR): VR has the potential to revolutionize wayfinding by allowing users to explore and familiarize themselves with an environment before physically visiting it.
4. Autonomous Vehicles: As self-driving cars become more prevalent, wayfinding systems will need to adapt to facilitate seamless navigation and communication between vehicles and infrastructure.

The future of wayfinding presents opportunities for innovation such as harnessing the power of data analytics and machine learning to create smarter and more personalized wayfinding systems. It’s also possible to integrate game-like elements into wayfinding to make navigation more engaging and enjoyable thus, encouraging users to explore their surroundings and discover new experiences.

Conclusion

Effective wayfinding is essential for any environment as it helps people to navigate their way around environments easily. The elements of effective wayfinding include signage, lighting, color, materials, architecture, and technology. They can be used individually or in conjunction with one another for different environments.

User experience is an important component of wayfinding as it enhances the creation of a smooth and enjoyable navigation experience. Creating an inclusive environment is essential for any public space, and this should include making sure wayfinding systems are accessible to everyone. 

Technology is revolutionizing wayfinding, providing innovative solutions that enhance user experience and streamline navigation. 

The future of wayfinding presents opportunities for innovation and greater sustainability, and the use of data analytics and machine learning can create smarter and more personalized ways of navigating around an environment. 

By now, you’d have understood that effective wayfinding is essential for a variety of environments and to create an efficient and inclusive wayfinding system, you must ensure that users’ preferences and needs are taken into account. 

If you’re looking to reduce the stress and frustration of patients, clients, visitors, and users, or you’d like to improve your existing wayfinding system to incorporate the latest technologies, Phunware provides wayfinding development solutions for organizations to enable them to provide users with the state-of-the-art navigation experience. 

Chat with us to get started toward your wayfinding success!

The post Finding Your Way: An In-Depth Guide to Wayfinding appeared first on Phunware.