Enhancing The Guest Experience Through Technology
Technology is having a major impact in hospitality sector in a positive way. In today’s highly competitive market, hoteliers are leaving no stone unturned to retain its customers. Treebo Hotels, India’s tech based budget hotel chain is incorporating customer friendly technologies to enhance its overall guest experience and convenience.
Sidharth Gupta, Co- founder of Treebo, believes in enhancing supply creation, quality assurance and customer experience. He is a graduate in Mechanical Engineering from IIT Roorkee and holds an MBA degree from IIM Bangalore. Working with Mc Kinsey and then with Myntra and Flipkart, Gupta with his passion decided to do something on his own.
According to Gupta, the biggest thing to attract and retain the guest for any hotel is the value for money the hotel provides to its customer. “We are using technology to give superior experience to our customers and to give them the best pricing by doing very intelligent revenue management,” he says.
Treebo hotels is a large and distributed hotel chain but each property of the hotel is very small with just 20 to 35 units. In order to keep control on quality and guest experience the hotel chain has developed a Quality Management System (QMS). “We convert every single touch points of the hotel, whether it is about water pressure in the faucet or seepage in the rooms we convert it into data points and use this information and technology system to conduct quality audits to be able to quantify quality” Gupta explained to BW hotelier.
Speaking about the impact of technology on overall guest experience and convenience Gupta says, “Mobile apps today are not just a booking tool but are experience tools. We are working on web check-in or remote check-in that will enable the guest to register them even before they reach the property which will save a lot of their time.”
“We are also working on a solution where in the customer might be able to go to the property and directly get the key from either a key dispenser machine or could directly go to the hotel and open the door using their mobile phones.” he added.
Treebo hotels has recently partnered with the travel- tech company Goomo, commenting on the tie up Gupta says, “India is still about 85 percent offline and only 15 percent of hotel booking are online so the partnership was an interesting thing to do. We are a hotel product and we are very open to working with multiple third party distributors who want to sell our hotels through their platform.”
Speaking about Treebo’s future plans, Gupta shared, “We were the first one to introduce a tablet based Property Management System keeping in mind the skill level and the maturity level of the kind of staff that works at budget properties.”
“In future we will continue to work on various technologies both for guest experience as well as for revenue generation and will continue to be the best value for money option for our customers” Gupta concluded.
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