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Hotel Touch Less Services New Normal & Post COVID - 19
Guests will arrive with a new desire for a touch less hotel experience. Guests will prefer to check-in on their mobile device, receive a digital key on their mobile device and proceed directly to their room. They will want to check-in for their spa treatments or fitness classes on their phone and complete any intake questions on their own device—with brand new questions added now, “would you like your therapist to wear a mask”. They will want to self-serve all of their experiences in the hotel by curating their own wellness itinerary themselves--self-exploring on their own mobile device and booking spa treatments, classes and activities, dining reservations and golf tee times directly. They will use their mobile device as mobile ID to present and access their privileges and facilities as a guest or member. Touch less mobile payments will be the preferred method of payment instead of “chip-and-pin” transactions on perceived “dirty” pin-pads. Guests will avoid the crowds at the bar and order from their pool chair, table or room service via their own device. Check-out will forever change as guests review their room folios on their device, bypass the front desk and settle from mobile.
So, although guests will have a pent-up desire to receive human touch again in the safe, clean and controlled environment of a spa, they will also increasingly desire a “high tech, high touch” aspect to their hospitality experience where they can control it. Hotel marketing may change forever as brands focus on their cleaning processes, sanitized environments and a touch less experience enabled by mobile technology that a guest already has in their own (washed) hands.
As the hospitality industry begins to reopen, enhancing the digital guest experience becomes more significant today as guests seek a more touch less and seamless guest experience in the future using their own (self-cleaned) mobile devices. Here are the top features to consider in delivering a mobile app-enabled touch less hospitality experience for your guests: • Mobile Booking • Mobile Check-in (with registration card completion) • Mobile Digital Keys • Mobile Payments • Mobile ID (barcode ID, charge to room/member account) • Mobile Spa Check-in (intake forms) • Mobile Facility access (NFC/Bluetooth) • Mobile Messaging • Mobile Guest Requests • Mobile Guest Issues (PM) • Mobile F&B Ordering • Mobile Check-out • Mobile Event & Meeting
1. Online Mobile Bookings Fed up with table bookings jotted down on scraps of paper that are forever getting lost? The cloud restaurant POS by Clock offers you a better way to do it. You set the rules, clients book what suits them best, the system shows all table bookings on a calendar or in a list, whichever you prefer. All neat and tidy.
Clients book tables online When clients try to book a table, they are presented with the initial screen, where they select the meal they want. Then they choose the exact time, leave contact details and book. Finally, they receive an email confirmation of their booking. With the special Note field clients can also ask for a specific table location, or some other special treatment they would like to receive.
You get a clear list of table bookings Check the table bookings for the day table by table for each meal, or all together grouped by meals. Both monitors let you create, edit or cancel bookings, too, even breaking the rules you have set (see below).
It takes just a moment to get it going All you need to do is specify the types of your tables depending on the number of diners they seat, the meals that can be booked, and the time slots for those meals. Your restaurant software will select the best table for each guest party automatically based on the information provided in the booking.
Credit card pre-authorization & guarantee Step 1: An automated email prompts guests to guarantee their booking. Collect credit card details for payment pre-authorization. The PCI DSS environment of Clock PMS+ hotel app ensures financial peace of mind for both hotel and traveler.
Select or Assign room Step 2: Guests select their rooms or - if you’d rather they didn’t - they have one auto assigned. Additionally, here they can make their special requirements.
Fill registration card & e-Sign Step 3: Registration cards filled by guests while they are still preparing their trip, so when they arrive all that is left is to check and sign them at Reception, and get their key. Or, they can skip Reception and do all that at the hotel kiosk.
Favorite rooms & special requirements Self check-in
Self Check-In Guests checking in on their own save time and effort, yours and theirs.The My Booking Portal of Clock PMS+, together with the automated mailing system and real time status updates make this not just possible, but easy. No extra apps, no installations. Send check-in invitations Shortly before the arrival of your guests is due, send an automated email inviting them to check in online in advance. The message will provide all they need to access the self service portal.
Guests fill & sign registration cards Using the PIN in the invitation message, guests log in My Booking Portal and fill in their registration cards. With the special e-signature function they can even sign them online. The information required for the online checkin can be selected specifically for the MyBooking Portal registration cards.
You are duly notified When guests complete their registration cards, the cards can be seen in the respective booking and in the hotel registry. All that is left to do when they arrive is give them their key and show them to their room.
An important part of Touch Free check-in is the possibility to access the hotel room digitally through Mobile Access. A plastic keycard can be considered unsanitary to hand out to every guest staying at the hotel every day. Hence, replacing a plastic key card and having a mobile hospitality solution enabling guests to get a digital key on their own phone is a must. With a digital key solution your hotel can communicate that it’s safe to stay at the hotel. Simultaneously, the hotel saves a lot of money on plastic keycards. AeroGuest is integrated with the lock vendor market leaders in hospitality, such as AssaAbloy, Salto and DormaKaba. 3. Mobile Digital Keys
4.1. Booking a Room • (Payment) • The majority of bookings now are made and paid, or at least guaranteed online. ClockPMS makes sure that all these online payments are secure.
4.2. Tokenizing All credit cards are instantly tokenized when they come through the hotel booking engine, the integrated channel manager or the guest self-service portal (and even off-line bookings).
4.3. Pre-authorizing Guarantee with a Click A single click and a guarantee against possible damages is also blocked to be captured or released on check out, as the case may be.
4.4. Taking Multiple Payments Tokenized credit cards can be used for more than one payment for the same booking. Every extra service can be charged on the booking and paid, even if the card is not physically present at the moment
4.5. Checking Out Tokenized credit cards can be used both by Reception and by guests. Either way, checkout payments take one click.
4.6. Refunding Pre-authorized amounts can be captured partially or in full if there are damage fees to be covered. If everything is fine, they can be released, again with just one click.
Mobile ID (barcode ID, charge to room/member account) Hotel & resort administrators can issue and manage mobile ID cards via the ID Management System. As QR for Door and other transactions. Once installed in the app, members can present their mobile ID cards to staff members while also using it for hotel and restaurant discounts, and admittance to VIP areas — pools, sauna, spa, nightclubs, and more.
7. Mobile Spa Check-in (intake forms) Get, Create, Make and Sign Spa client intake form template Book Sauna Book Massage Book Beauty
8. Mobile Messaging Guest Mailer If you like to enhance guest communication with your hotel and stay as close as possible to guests’ email accounts and mobile devices during their entire holiday, the guest mailer will help you send personalized content
Design beautiful templates, personalized with guest and booking details Design your own layouts for each email message you’d like to automatically send your guests. Use the WYSIWYG Rich text editor to insert images, format texts, change alignments, add colors - do anything without any coding. Or, create unique and responsive designs with an HTML editor. Insert any of the predefined parameters, such as guest name, booking period, etc. to personalize the messages. Tip: Use an HTML editor to create mobile responsive emails.
Set rules to automate sending and adapt to the context Choose when the types of email messages to be automatically sent in relation to the time of booking creation or guests’ arrivals and departures, etc. Have the guest mailer send emails with different content depending on the context - if it is an OTA or direct booking, for example.
Don’t just inform: include links for self service interaction Include links in the automated email messages to introduce your guests to the Self Service Portal and its features. Don’t just send messages adapted to the context of each particular moment of their holiday, but let today’s tech savvy guests take control.
Even send manually Keep your options open. You can always stop the automatic email sending for a given booking. Edit the content of any automatically generated email and send it manually to address a specific case at a moment of your choosing.
9. Mobile Guest Requests In the digital guest portal guests can choose their rooms and select the extra items they want to find in them, like flowers, welcome drinks, etc. Everything they choose is displayed in the booking details and generates a notification on the desktop of your Clock PMS. Ask about your guests’ preferences It’s always easier to make guests happy when you know what they want. An automated email to your guests sent a few days before their arrival and offering they choose their room and let you know of any other specific requirements can do the trick. They choose their (favorite) room In the ‘Select your room’ section, guests can choose the room they would like to stay in. If they have been in the hotel before, their profile will have been stored in the system and it will know to offer them their previous room first. and make their special requests Guests can choose from the variety of special treatments you have specified in the self service portal settings: flowers, chocolates, champagne in the room, etc.
Hotel Transfers The perfect integration between hotel and restaurant is one of the cutting edges of the systems provided by Clock Software. Saying nothing of the digital room service where hotel guests order straight from the restaurant eMenu and have their food charged on their rooms, bills from the restaurant POS can be transferred to the hotel PMS with just a click and an e-signature. For a complete picture, such transfers can be identified, modified, or included in the consolidated reports of your organization just as easily.
Link bills to destination folios at any stage Restaurant bills can be linked to the folio they will be transferred to at any stage. Whether it is an event bill linked to the event folio at the start of the event, a business lunch linked to the company hotel folio at its end, or just a hotel guest dinner linked to the room folio some time during the meal - it all works regardless. A folio must be set to accept transfers explicitly.A room can be locked for transfers.
Get bills e-signed before transfer Having bills signed is not a system requirement as such, but it is a standard procedure that saves potential problems. The electronic signature makes things a lot easier, since no paper slips need to be passed around and stored.
All charges are transferred and tracked easily If not closed in a different way, restaurant bills are transferred in their entirety, tips and all. In the destination folio they are marked as POS bills. The items in them can be listed in detail or they can be sorted by food and drink, so you can always find them and check what the bill contained. Even charges have been transferred around between folios.
Edit or cancel transfers simply As it’s easy to check the contents of a transfer, it’s also easy to see if a mistake has been made: wrong bill, wrong folio, changes needed in the bill, or something else. Then all you have to do is cancel the transfer, make what changes you must, and transfer the bill again. The charges in the hotel sort themselves out.
Consolidated reports give you the complete picture The shared database ensures that revenue reports can be drawn across accounts without any additional transfers or transactions. Just select the hotels and restaurants you want to include in the Charge Summary or in the Accounts Receivable reports and get full information about what has to be paid and by whom.
10. Mobile Guest Issues (PM) Mobile Guest Service Trends: Smartphone in hotels
Mobile GuestExperience Mobile Guest Experience is an innovative way to interact with guests through technology to make their stay more convenient. The guest can interact with the whole hotel and not only with the front desk from booking, to room service and tocheckout. It allows the guest to have a unique and complete serviceexperience. For example: Through an app, the guest can order an extra pillow or contact the concierge to book a restaurant, taxietc.
“At StayNTouch, we understand the power of giving your guests achoice in service, that's why we offer a simple, seamless, guest facing solution designed to enhance the guestexperience!”
MARRIOTMOBILE SERVICE - We can discuss with a Marriott employee before, during and after the stay - We can directly ask to the concierge extra pillows, amenities or an assistance for the luggages - Check in from anywhere. Check out faster - The key is directly in the app - Many innovations presented
Both are very efficient with extra services like city guides or reward points. One is focused on the travel experience –Marriott- and the other on the Business experience –Accor- These two app are well structured with a good design and with good rates. Guests are clearly convinced and pleased about the guest service app. COMPARISON
11. Mobile F&B Ordering Tablet e-Menu Increase sales and revenue The e-Menus of the online restaurant system Clock POS let you interact with your clients on a whole new level, without adding to your workload. They help you give a better presentation of your menu and promote your specials and offers. They contact the kitchen directly and make service significantly faster. And they are set with minimum effort. Entice and tempt. Tease all the senses.
Full HD pictures to showcase Chef's labor. The full HD pictures in the tablet menu of Clock POS let you show the dishes on your menu in the best possible way. See, like, want, right? After all, who can resist the picture of a crispy crust? Mouthwatering descriptions to tickle their imagination. If you have a way with words, describe your fresh salads, fragrant herbs, hearty soups, spicy dips, heart-warming stews, juicy roasts, creamy sauces, or feather-light soufflés in a way that no one can resist. If you don't, find someone who does. Nothing can beat an appeal to the imagination.
First page promotions to sell more of what you want. All your promotions, happy hours, day specials can be displayed on the first page of the e-menu so clients see and find them easily. It goes both ways – you sell more of what you want and your clients benefit from the better prices.
Let clients do it themselves. There is nothing like the feeling of control. Being able to browse and order on their own gives that to your restaurant guests. It's like a direct communication with the Chef. Several taps on the tablet e-menu, a change of mind before sending the order to the kitchen perhaps, a final tap to confirm, and that's it. Later, when they are done, they can even check their bill on that same tablet.
