Digital transformation in hospitality: how to improve the customer experience

In this post, we’ll look at ways to improve customer experiences in the hospitality industry through technology by creating a modern, mobile way of working.

Mobility: the key to driving better customer experiences in hospitality

Digital technology is transforming the business landscape across all industries. Businesses that drive forward with powerful technology and cloud computing can expect to benefit from the following:

  • Improved productivity and efficiencies
  • Reduced costs
  • Better security in a complex cybersecurity landscape
  • Staying competitive in disruptive industries
  • The ability to attract top talent
  • Improved customer experience

For the hospitality industry, the last of these is particularly important. Customer expectations are constantly changing with the advent and subsequent rise of digital technology like smartphones, social media and instant messaging. Customers expect quick, seamless customer experiences. Businesses in the hospitality industry must take advantage of the opportunity that new technology can bring – failing to do so will result in them losing customers to their competitors.

EXAMPLE: The opportunity for hotel companies to embrace mobile technology

Think of the way Airbnb disrupted the hospitality industry, by creating new experiences for customers. The success of Airbnb’s business model is not just about cheap prices; it’s about quick, seamless, online experiences for its customers, who can quickly find a place to stay, all from their smartphones.

The large hotel chains can’t compete with Airbnb in terms of price. But what they can do is further improve what they have always excelled at: a stellar customer experience both onsite and online. New technology, such as the combination of Microsoft’s Office 365 and Surface devices, can improve how companies approach the customer experience so employees have all the tools they need and are connected with their colleagues at all times.

Hotel managers are on their feet for large parts of the day, moving around the hotel dealing with problems as and when they arise, greeting guests and managing lots of people in a wide range of different roles. What they need is a device that is portable and powerful and connects seamlessly with the apps that they need to use.

Surface devices are versatile, powerful, fully portable and are designed to work with Office 365 apps. This makes it easier for the manager to connect with their staff, using Microsoft Teams to check up on their progress as the day develops. If a problem occurs, anywhere in the hotel, the manager can be contacted immediately and resolve the problem before it affects customers.

The mobility provided by the Surface device provides the hotel manager more freedom to carry out tasks on the move. Microsoft Surface devices are the perfect solution for the hospitality industry because they are:

  • Mobile
  • Boost collaboration and communication
  • Incredibly secure

Centrality are with you all the way

Every business is unique with its own specific problems. At Centrality, we have over 20 years of expertise and experience working with businesses in a wide range of industries, including the retail, leisure, education and public sectors. For us the key is getting to know our customers’ businesses inside and out, e.g. what makes their employees productive, what business goals are the company striving for? etc. To make a success of digital transformation you need to find technology that works for you and fits into your work culture.

Centrality are Microsoft experts focused on leveraging the right Microsoft solutions in the right combination to deliver true digital transformation for your organisation. For more information and guidance, get in contact with our team.