Interactive Guest Service


How do digital technologies help keep your guests safe?

15/02/2021 09:30 Blog


For over a year, the whole world has been, at first, fighting and now, slowly learning to live with the invisible enemy, Covid-19. The new reality in which we live in has forced us to fundamentally change our behavior and habits. To reduce the risk of infection, we use disinfectants, we wear masks, and consequently minimize interactions with other people. The recently introduced vaccination program will certainly help reduce transmissibility and result in a rolling back of restrictions introduced to fight the spread. However, the imprint on human behavior left behind by this fight will undoubtedly not change immediately.
In the hotel industry, the highest quality service is of the utmost priority. One of the most pressing challenges is how to find new ways of meeting and exceeding our guest’s expectations without endangering them. Fortunately, technology can help us with this.


First, let’s start with the check-in process and the use of a mobile application which the guest can quickly and easily use on their smartphone. This solution simplifies check-in procedures by direct integration with the hotel management system (PMS), payment system and room lock supplier. This allows guests to avoid close contact throughout the entire check-in process; from standing in line with other people before check-in, to eliminating contact with hotel staff while filling out a form at the reception desk, and lastly by transferring physical keys between guests after check-out. Additionally, during their stay, a guest can use the same application to quickly familiarize themselves with various hotel offers and then remotely order products and services to their rooms or reserve them for a specific time.


If you think that through this solution removes the ability of a hotel operator to establish a relationship with the guest, we have a pleasant surprise for you. The most frequently used functionality of the mobile application is a text chat with hotel staff, which means that you can provide immediate and frictionless communication between the guests and staff.


The effectiveness of this solution is proven by numbers.  Over the last 5 years, mobile applications produced by the iLumio team have been downloaded and used by hundreds of thousands of users, generating an increase in revenues and positively influencing guest satisfaction.


An equally important part of contactless solutions are visual systems which, through the screens available in the hotel, provide information on the procedures, communicate current offers, and provide entertainment. In this area, the iLumio hotel TV system stands out. It can be operated by guests using a smartphone application. In addition to watching TV channels, it gives guests access to use the TV screen in their room to view content from applications such as Netflix, HBO GO or Spotify. Thanks to the integration with hotels social media accounts and marketing campaign modules, the guest has the opportunity to receive notifications about new products and be more involved in what is happening in the area.


These tools are not only safe, but they are also convenient to use. This is possible thanks to the iLumio CMS common content management platform, which allows the marketing department and the reception to serve the guest in an efficient and convenient way.


The use of interactive and integrated tools to engage with guests will not only help hoteliers regain the trust of their guests, but also raise the prestige and reputation of the property by improving and increasing sales offers, and above all, ensuring a sense of safety during a pandemic. At iLumio, we have been developing these technologies for 9 years, which are today becoming an essential element of every hotel.


Please contact us for a free consultation about our solution and how can we adjust our tools to match your business needs.


Don’t hesitate to contact us


Dawid Ślusarczyk General Manager

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