Smart mobile devices present a major opportunity for hotels to personalise the customer experience.
Yet the sector is lagging behind other industries, many of which are already using mobile technology to provide accessible, customised and relevant customer services. Hotel companies that can deliver effective mobile-centric personalisation will become brands of choice for the guests of 2020. Smartphones today are ever-present, but their rate of adoption remains surprising. Although in existence since the 1990s, the market took off after Apple launched the iPhone in 2007. Just seven years later, there were 1.75 billion smartphones in circulation. Hoteliers can assume that most guests have a smartphone or similar device – and that the ones who don’t will get one soon.