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因人而鏈 未來客房將不再屬于酒店而是客人 - 酒店資訊-輝視資訊_旅游及大住宿業專業媒體 - 輝視-旅游及大住宿業門戶

新聞來源:宏輝智通 發布日期:2019-04-11 瀏覽次數:934

  就在10年前,iPhone是一個新的現象,現在幾乎每個客人都隨身攜帶一個,它是每個客人住宿的中心點,所有的客房內的技術都必須適應它。

  Airbnb和其他“共享經濟”企業已經為那些希望為客人提供個性化、真實的本地體驗的旅游供應商提高了門檻。

  對于酒店來說,新的環境意味著重新考慮酒店與客人之間的關系——在很多方面,客人體驗的基礎需要被刷新重置。

  酒店業主請注意:它不再是你的酒店客房!

  今天的旅行者把酒店當做一個身臨其境的旅行體驗的一部分——從預訂開始,并繼續通過多個接觸和觸摸點去體驗。

  為了滿足他們,必須明確的是,這個價值鏈每一步的中心都是客人——而不是酒店,也不是他們所從事的任何其他旅行商。

  事實上,這不是“酒店”的房間——它屬于客人,至少在他或她逗留期間。

  正如新型的客人互動塑造了酒店公共領域的體驗、靈感概念,如ACE、CitizenM 和Public所創造的品牌體驗一樣,我們現在需要開始考慮把客房當做酒店業主和客人之間一種共享空間。

  當然,業主控制了實物資產;但客人已向房間內提出要求——他們希望它以自己的方式傳遞給他們,方便到通過一個按鈕就可以實現。

  酒店業主和品牌如何提供?

  理解和整理新技術

  傳統的成功的客人交付標準:在好的地理位置上,提供一個干凈、安靜、舒適的客房;但現在只是一個整體的客人要求。最復雜的技術,我稱之為Uber個性化,現在也是一個預期的組成部分。

  從供應商的角度來看,它應該理想地通過一個強大的骨干系統集成的酒店系統無縫連接在一起。這應該包括CRM,PMS,需求管理系統,客人反饋系統和室內設備——控制從燈到恒溫器、電視機、智能淋浴器和門鎖的所有設備。

  許多行業領導者正在致力于無縫地實時滿足客人的需求。

  其中包括ALICE這樣的公司——提供了酒店員工之間的點對點通信,個性化的客房服務和酒店管理。

  同時,對于起源于客房外的任何解決方案,技術的發展速度太快,以至于不能100%追趕上消費者的口味變化。

  就在10年前,iPhone是一個新的現象,現在幾乎每個客人都隨身攜帶一個,它是每個客人住宿的中心點,所有的客房內的技術都必須適應它。

  僅在六年前,Netflix就開始在家里為你的電視機提供原創內容。

  今天,對于許多旅行者來說,沒有他們自己的電影庫存和個性化的視頻體驗是不可想象的。

  這給酒店帶來了挑戰——例如,在數百個客房中同時獲得能夠同時支持多達三四個設備的帶寬。

  在 DigiValet,我們回到客房作為客人體驗的核心。

  以最新的物聯網思維為線索,我們認為客房中的每一個重要特征都可以通過一個單一的聯系點與客人聯系起來。

  操作恰當,客人滿意度的巨大飛躍將隨之而來。

  例如,客人應該能夠在大屏幕上直接將他們自己的視頻內容流到他們的房間,定制他們需要的客房服務,并且在任何時候都可以購買門票以獲得任何演出的場外演出。當他們需要休息的時候,可以躺在床上或者按摩椅上,通過單個設備/觸摸屏,關燈關窗戶。

  行業研究表明,一旦客人有這種舒適和方便,他們就不想放棄。

  當然,要想完全實現這一愿景,還有很多工作要做,目前世界上一些最高檔的豪華酒店正在引領潮流。

  然而,有一件事是非常清楚的:未來的酒店客房將是一個完全連接的、完全共享的體驗,通過客房內的一個堅實的技術骨干連接起來。

  酒店品牌和業主越快為客人創造客房體驗,他們的發展會越快超越他們的預期。

   (本文由輝視網編譯自phocuswire.com,原題《Why hotel rooms belong to guests - not hoteliers》)

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