The health crisis of Covid-19 has brought the world economy and especially travels to a halt for very long months, plunging the tourism industry into one of the biggest crises in its history. From reorganizing the production of an agile and adaptable service, to designing a 360° experience, to taking into account societal and environmental issues, today more than ever, is the time to reinvent tourism and the guest experience.
DIGITAL, A REAL ALLY FOR A DIFFERENT EXPERIENCE
Lockdown has forced us all to use tools that are now well known to us all to get online. A GlobalData study reports that the Covid-19 crisis has changed the behavior of Internet users, who now spend more time on social networks. Forced to create more physical distance between people, hoteliers and restaurateurs very quickly saw the potential of digital technology to simplify interactions between staff and guests in their properties. The interest is to make the guest more autonomous in booking services, and to dematerialize communication media that are still mostly paper-based, such as room service cards or restaurant menus.
According to Astrid Lelièvre, from the Barrière Group: "Our group is all the more affected by this imposed distance, and this is prompting us to accelerate our digital revolution." As soon as the lockdown ended, the group launched the new version of the "Barrière App", which provides access to all the services offered by the property, designed to "become our guests' new companion during their stay: sharing the station's news on the application, presentation of activities, service reservations, city map, etc."
Hôtels en Ville uses WhatsApp to communicate with its guests within its hotels, with a test on the Eugene En Ville property, as well as a robot on its hotels website.
The website is naturally a strategic tool for effective communication, a showcase for the presentation of the property's services, but also for the actions implemented in the current period. It is therefore essential today that it is "Responsive" and adapts well to mobile navigation, that it is compatible with all browsers and screen sizes, that the navigation is fluid with short tree structure menus and that the pages load quickly, that it fits in well with the seduction operation...
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