Impact of the BYOD Revolution in the Hospitality Industry
BYOD or bring your own device refers to a business trend where clients and employees prefer to use their devices rather than those provided by the business. Ultimately, the trend has been a game changer for companies in the hospitality industry as it has led to drastic changes in their human resource and customer relations policies. The BYOD trend is unstoppable, and businesses that are unable to adapt are likely to stagnate as they face low customer satisfaction and low levels of employee motivation. Below are a few ways BYOD has affected the hospitality industry.
The modern tourist is connected to an array of online platforms. As such, he or she may be disinterested in dealing with companies that communicate exclusively on voice calls. Remember that voice calls can be inconvenient at times because of roaming data charges. Tour companies have adapted to this by ensuring that they are present in all social networks. This allows them to communicate to prospective clients, market their services and seek feedback from their clients.
In-flight entertainment is one of the services that airlines use to attract customers. As such, you will find video screens where customers can watch movies as they travel. However, in recent years, customers are more interested in staying connected to their phones, tablets and laptops. Consequently, the video screens have become unpopular as customers now want Wi-Fi services as they travel. Some airlines have done away with the screens on their aeroplanes. They offer high-speed internet to allow passengers to stream their favourite TV shows, movies and music as they travel.
The hotel industry is probably the most affected by the BYOD revolution. Wi-Fi services have become a standard feature in motels and hotels. Since customers are no longer interested in pay television, hotels can cut on operating costs. Most hotels have used BYOD as a way of improving customer experience. For instance, a customer books a room through the hotel's mobile application.
He or she then checks in through the app and a digital key card is sent to his or her device. The customer uses the key card to get into his or her room and makes an order for food and drinks through the hotel application or third-party applications. Such an experience can help increase business as the customer does not have to communicate with hotel staff or queue during booking or check-ins.
BYOD is slowly changing the face of the hospitality sector. For stakeholders, it is important to embrace the trend as it means more business for your enterprise.