Yes, your luxury guests are also digital-first. Are you serving them on their terms?

In the hotel market, the idea of a digitalized visitor experience is rather questionable in the high-end sector. When experiencing the concept that a visitor would be informed by means of their phone of a deal to update their space, the high-end hotelier’s reaction is typically that digital engagement deteriorates their brand name of social service. With innovation playing an ever-increasing function in our lives, it is high time to eliminate the misconception that digital interaction with visitors is in some way at chances with high-end hotel experience.

If you believe your visitors are too elegant for digital – reconsider.

While it holds true that hotels are “physical” companies, given that the introduction of the Internet, cell phones, OTAs and reserving engines, numerous parts of business have actually moved online. Numerous high-end hotel GMs think that ‘digital’ is contrary to the brand name image of their premium item in the mind of their wealthy consumers.

But, this is merely not the case.

Let’s begin with the observable truth. Nowadays, everybody has a phone in their pocket and it’s how all of us interact, record, captivate ourselves, research study, and purchase things. We have actually pertained to anticipate customization and control from the brand names we enjoy with a minimum level of individual interaction. The luxury high-end visitors have comparable– if not greater– expectations.

Many high-end retail brand names currently offer a digital experience for their consumers who likewise take place to own the most recent and most sophisticated individual digital gadgets. According to the consultancy McKinsey, in 2025 a fifth of purchases of high-end items (that’s $91 billion in financial terms) will be made online. And currently today 80% of these purchases are “digitally affected,” that is, in some way affected by material seen online.

As highlighted in an post that appeared on Forbes, “ E-commerce has actually not left out high-end products however rather provided a chance for high-end brand names to be at the service of their upscale and hectic customers. The e-commerce websites for designer style brand names, Net-A-Porter, Farfetch, and a host of others have actually shown that there is a market for high-end services online which upscale consumers do not mind spending for without the attention they would get at any high-end brick-and-mortar shop.” And they anticipate the exact same experience with your hotel as they currently have with high-end retail.

There are numerous methods to specify high-end in the hotel area. Can you specify a hotel as glamorous without digital innovation? “ Tastes progress and alter. Individuals’s concept of high-end still consists of components of area, convenience, and quality, however significantly includes advanced innovation” David Pretty erstwhile Chief Executive of the UK’s Barratt Group.

So, if your hotel’s service level implies offering service the visitor on their terms, then, significantly, that implies offering service by means of digital user interfaces too. And, yes, that implies offering upgrades digitally.

Luxury hotel Brands Already Believe in Digital

While on the hotel level, GMs might pride themselves on the concept that high-end visitors are ‘above’ digital engagement, their moms and dad brand names appear to disagree with them. As proof, we provide:

Clearly, high-end hotel brand names definitely sign up for the idea that they can reach and supply service to high-end visitors through cellular phones.

” But upselling to the wealthy is ugly and off-brand.”

Regardless of the previously mentioned proof that your visitors are taking a look at their phones, there are hoteliers that will still recoil at the idea of upselling to a high-end luxury visitor.

But let’s clean up some terms. “Upgrades” are the item. “Upselling” suggests a rate. Hotels require to separate the concept of upselling with the capability to supply upgrade alternatives as quickly as they appear, provided to your future visitor on the user interface of their option– their phone. Upgrades are truly a method of empowering stay modification and brand name engagement.

Or more basically, if you do not wish to charge for upsells, then do not. That is your authority. You still require to offer your visitors the high-end of providing an upgrade when it is operationally offered (see True Availability). And you still wish to offer your visitors the comfort that they can check-in early or remain later on And if you truly desire delighted visitors, provide a method to ensure a high flooring, far from the elevator with a terrific view And you do not need to charge them anything if you choose. That is completely approximately you. If you still believe that all of this should just be done in individual, you require to ask yourself, “ Exactly on whose terms am I serving? The visitor’s? Or mine?

Here is another trick: visitors do not wish to ask you for favors. It’s a concern. Service that expects requirements is terrific, however you require to be intellectually sincere– you are not a mind reader. Innovation such as that provided by ROOMDEX can use schedule, immediacy and comfort to your visitors, provided through a digital user interface. By welcoming digital, a hotel will enhance the high-end visitor experience.

Luxury hotel GMs should adjust to the digital world

Today, high-end tourists desire a practical digital experience, combined with extraordinary individual service. The power to buy services or upgrades at their fingertips is the embodiment of a raised experience. And most importantly, in a post-pandemic world, where hotel operations are leaner, digital can enhance operations and offer maximization of service while reducing the expense for all the parts associated with the procedure.


ROOMDEX is the innovation leader in the hotel upselling software application area. Its hotel upsell software application automates, monetizes and eventually streamlines the hotel space upgrade procedure by putting the power of option in the hotel visitor’s hands.

ROOMDEX Upsell Automation utilizes hotel appointment, visitor information and its exclusive True Availability TM and Dynamic Pricing algorithms to provide customized digital deals, significantly improving the visitor experience. The hotel upsell tool eliminates hoteliers of the labor time needed by other upselling services while providing high margin income and a significant ROI.

ROOMDEX is now the unique supplier of ABS Upselling Attribute-based selling re-imagines hotel stock retailing, providing a distinct and better visitor fulfillment and increased hotel earnings.

ROOMDEX leverages hotel functional and software application experience gotten by our employee while in management functions at business such as MICROS (now Oracle Hospitality), Nor1, Duetto, StayNTouch and Shiji to establish our developments in hotel automation, vibrant rates, functional accessibility and attribute-based selling. Because establishing in spring of 2020, ROOMDEX has actually signed numerous hotels throughout North America, Europe and Asia Pacific.

Twitter: @ROOMDEX
Youtube: click on this link

Paul Peddrick


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