Eclat Insights | Customer /Guest Experience

If you have ever tracked a food delivery order or your cab on an app, you have been changed for life. The next time anything is sent to you, you expect that you will be able to track it. A courier? Yes, you say, I should be able to click a link and see exactly where it is.

This leads to interesting expectations from guests/customers. Even if no one in your industry is doing it, because it is something that the guest has experienced, she knows that it is possible. It is real, she has already seen it. She is now irritated when she calls the In-Room Dining or Room Service in a hotel to check where her order is. 'Why can't they put it on an app?' she complains to her partner, then to her circle and maybe to everyone she meets.

She does not care if that is "not done" in the hotel industry, nor does she think that for something like this a tracking app may not be required. "We deliver all our meals in time, ma’am" I can hear the manager saying, "Yes, but can't I see it happening?" exclaims the guest.

From the hotel's point of view or worse, the manager's point of view, why can’t the guest just sit back and relax. "We told her it will take 25 minutes. Can't she wait?" he laments. From the GPOV or Guest Point Of View, she now has formed a mini-habit, something she does naturally when she orders food at home. She looks at the estimated time and may decide to use that time to make a call or run a bath or meditate. The alert/notification gives her timely updates. She can get ready to receive the order.

That does not happen at the hotel. Sometimes the order comes faster, and it is a direct knock on the door. No alert whatsoever!

This is just one of the many things that have changed for our guests. The last best experience that your guest has anywhere becomes the minimum expectation for the experiences they want with you.

Brief about writer

Prabhjot

Bedi

is an Hospitality Ideator. A process innovator, trainer, and professional speaker, he has worked with the Taj Group of Hotels, conducted training programs for hospitality leaders, launched a National Council Accredited Hospitality Institute as Principal, successfully launched and sold three hospitality businesses. He now assists hospitality leaders and educators in creating superlative services and products. He also edits the very popular www.hospemag.com - the largest hospitality career e-mag