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A few weeks ago, I checked into a hotel in London, where I regularly stay while working at Planet’s office in Soho. Despite having visited many times, the receptionist asked me ‘Have you stayed here before?’. He also asked me to confirm my details before paying.
In a central London hotel, popular with business travellers, I’d assumed (incorrectly) that they’d automatically recognise their returning guests. And no, before you ask, I won’t name them!
It’s efficiency and ease that create a smooth guest experience. And it's the personal touches, like recognition, that make it memorable.
I’ve said it lots of times, but for me, innovation in hospitality is key to addressing issues like this. The technology exists, hoteliers simply need to embrace it.
One of the biggest areas of focus should be on connecting payments and hospitality technology. You can learn more about this as we’re about to launch a series of blog posts, each of which will dive into the benefits that this approach delivers.
They explore how integrated payments can help transform the guest experience, enhance security and add to the hotels’ bottom line. Before you dive into the content, here are my thoughts on how hotels can make the most of the payments opportunity this year
International travel is on the rise
This year, international travel is forecast to hit pre-pandemic levels according to the World Travel & Tourism Council. And the sector’s GDP contribution will increase to over $2.5TN in 2024.
The Paris Olympics and summer holiday period are coming up fast too. IATA predicts 4.7 people will travel globally by air this year. Plus, the return of Chinese spenders continues, with 2.5 times as many international trips taken during Chinese New Year this February.
Hotels should take advantage of this. Beyond streamlining operations for your staff, integrating your hotel payments enhances the guest experience.
Integrated payments mean you can welcome international guests without fragmenting their journey from booking online, to check-in, to paying for a spa treatment or at a gift shop in the hotel.
Instead of treating payments as an afterthought, consider them an essential part of a great experience for your international guests.
So using integrated payments to get your customers’ payment details ready and on your centralised platform saves time and means your guests don’t even have to think about reaching for their wallets at the end of their stay. They can check-in quickly and start enjoying their stay.
Give international guests a home-from-home experience
Every guest is different, so ensure you’re set up to cater to their different preferences. From different payment methods to currencies, integrating payments into your hotel tech stack means you can meet expectations online, at the front desk, and during guests' stay.
To do this, partner with a single provider who can cover the entire customer journey. The omnichannel experience is crucial to get right – it all adds to a positive brand experience and will help make your guests feel at home.
It's been great to talk with hoteliers at events this year and see a shift in mindset when it comes to recognising how important payments are. Top of mind seems to be the question: How can I manage payments efficiently for international guests at every touchpoint?
Make it easy for guests to spend with you
The answer is integrated payments. When it’s easy to add extras to the room bill, guests are more likely to spend. Payments should be almost invisible, allowing your guests to wander card-free throughout your hotel and enjoy the spa, restaurant, or other services without payment getting in the way.
Pre-authorisation and integrated payments mean your guests don’t have to think about paying at every step, their details are securely held thanks to tokenisation and easily transferred from online payments to in-person and back again.
Partner up to navigate a changing industry
Work with a single provider that offers all solutions on a centralised platform. This also helps with the growing challenge of legislation and compliance.
Gone are the days of thinking about payments on a local scale only. If you’re welcoming international guests you have to think globally. So, for hotel chains with complex payment flows, a tech stack that complies with the highest industry standards is essential.
Final thoughts
Putting payments at the centre of your hotel operations is the key to surviving and thriving in an industry where hoteliers are fighting to stand out, and guest expectations are high. The result? Loyalty from your international guests, who are inclined to spend more and leave great reviews.
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