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Hotels cause a lot of pressure on the environment

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民泊・ホテル運営のプロになるための情報がすべてここにあります。業界の最新情報や、当社システムの最新動向を含め、様々なトピックをカバーしています。

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# Benefits of applying loyalty programs in the hotel industry 
![ret](//images.ctfassets.net/q5m53pi41ft0/2zAcXkEzdZKhVVwLWHH6HX/359a87f9d29ec8c95570e20fadb21547/ret.png)
Image source: LS Retail. 
In order to improve customers’ experiences and increase revenue, several businesses have started to adopt various strategies. From upselling to collaboration between brands, businesses are aware of the perks of adopting the strategies. Specifically, running a successful loyalty program is one of the most lucrative methods, since it ties directly with the customers. 

There are some benefits of implementing a loyalty program in hotels as follows: improved customer experience, finding new clients and retaining current customers, gaining access to customers data, and increasing revenues.

## Loyalty programs improve customer experience 
By creating a loyalty program, hotels can directly enhance guests’ experience. Compared to the regular guests, those who are in the loyalty program now can enjoy great deals from hotels, such as some discounts and vouchers. 

![lp](//images.ctfassets.net/q5m53pi41ft0/2BSmfNWAmiCNyXRiyIGg8G/c38cde837b288235d19b50327d265009/lp.png)

Improving guests’ experiences. Image source: [Hotelogix](https://www.hotelogix.com/blog/2018/02/14/3-ways-to-personalize-hotel-guest-experience/). 

Forbes revealed that 22% of loyalty program members say they are very satisfied with the level of personalization they receive in the programs, and 37% of customers are willing to pay to upgrade to an enhanced tier of a loyalty program. Therefore, hotels should implement strategies to improve personalized experiences for guests. 

## Loyalty programs help hotels find new clients and retain current customers 
In order to form a relationship with customers, hotels start to adopt loyalty programs. Guests can earn and redeem points according to the services they use in the hotels. In exchange, guests will earn further benefits from collecting points, such as receiving discounts and vouchers. 

![lp1](//images.ctfassets.net/q5m53pi41ft0/6lFYmnPftEaMUT4kfHvjl9/9f4cf97b17f6b9bd3aefdb1f16242806/lp1.png)

Find new clients and retain current clients with guests. Image source: [Search engine journal.](https://www.searchenginejournal.com/get-new-clients/216661/) 
Loyalty programs help initiate a long term relationship with the guests and help hotels find new clients. By spending a few minutes to fill in the information, guests can later on enjoy future deals from hotels and get notifications to emails. Besides, loyalty programs can also keep the current guests in order to keep the guests returning to the hotels. These programs can be an incentive for guests to continue collecting points for hotels, which will increase the hotel revenue. 

## Loyalty programs can help hotels gain access to customers’ data 
Access to guests’ data could be a sensitive issue nowadays. Especially when hotels need to collect their data to carry out the loyalty programs, access to guests’ information has always been a challenge. Therefore, applying loyalty programs can help guests willing to give data for the hotels. However, hotels are also responsible for keeping the guests’ information securely to avoid breach and selling to third-party companies. 

![lp2](//images.ctfassets.net/q5m53pi41ft0/2laVMp2scgYG16p2qYzsbv/09f273bad5812a25f8d2e969d6fce6d8/lp2.png)
Getting access to customers’ data through loyalty programs. Image source: [Digital Marketing Institute.](https://digitalmarketinginstitute.com/blog/8-ways-to-extract-value-from-customer-data) 

Undoubtedly, applying loyalty programs can definitely increase hotels revenues. Forbes also revealed that 79% of consumers say loyalty programs make them more likely to continue doing business with brands. Aside from retaining the current clients, loyalty programs can improve hotel revenues by creating a brand for hotels. 

Benefits of applying loyalty programs in the hotel industry

![greenmarketing](//images.ctfassets.net/q5m53pi41ft0/4EdOKiZdttPEGrbT6Bv5De/42dea6f8296f1445555428e391127395/greenmarketing.png)
To find more about what green marketing is, click [here](https://emozzy.com/what-is-green-marketing-examples-benefit/). 

# Green Marketing Powerful Effects On Hotel Performances

A large body of research has revealed that the hospitality industry discharges a huge amount of waste into the environment. Several companies are taking steps towards promoting sustainability through green marketing. This is a way to promote their product and to protect the environment at the same time. Today, we are going to explore green marketing benefits and its relations to the hotel guests.

## The importance of green marketing in hotel performances 
Green marketing has proven to be effective, since it counts towards corporate social responsibility. This is somewhat related to corporate social responsibility, which indicates the activities that appear to dedicate to the society beyond the interests of the firm or obliged by laws. To find more about how hotels collaborate with other social organizations, click [here](https://airhost.co/resources/blog/great-benefits-of-business-collaboration-in-hotel-industry/) to see our previous article on this topic. 

![gm1](//images.ctfassets.net/q5m53pi41ft0/2U6ZSMnkT0NTDVsQJayKw9/3d41118e08dbcfb430970a50a8345079/gm1.png)
Several green marketing campaigns were adopted by companies. Image source: [E2E]
(https://www.e2exchange.com/articles/5-effective-green-marketing-strategies/).

The study by Ho et al. (2021) found that green promotion and green innovation are essential to green marketing strategies. The reason for this effect is that these strategies heavily impact customers’ green consumption, the firms’ profits and performance. Due to the spread of COVID-19, there has been little incentive to perform green marketing between hotels. Yet, this does not mean COVID plays as discouragement to these businesses in carrying out green marketing. 

![gm2](//images.ctfassets.net/q5m53pi41ft0/3Rkc3jjDjmXBuzgy6aPFBA/94b8a051b3f10eae7877d5914253b5a9/gm2.png)
Image source: https://timviec365.vn/pictures/news/2019/11/21/hlh1574340564.jpg 

Besides, the findings by [Yadav et al. (2016)](https://www.emerald.com/insight/content/doi/10.1108/IJCHM-05-2015-0233/full/html) also revealed that eco-friendly actions remarkably impact the corporate image of the hotels. To further discover how hotels can improve their branding image, click here. Since numerous businesses have exploited this strategy to promote brand awareness, green marketing also shows a positive impact over guests’ intentions to visit the hotel. 

## The impact of green marketing on attracting hotel guests 
The research by [Kumar (2013)](https://www.researchgate.net/publication/259293088_DOES_GREEN_MARKETING_WORKS_WITH_CONSUMERS) showed that some guests can reject using products and be conscious of deleterious consequences on the environment. The guests might disapprove of the production or disposal process from the producers, suppliers, or investors, and thus decide not to use the product. Due to the large amount of waste from the hotel industry, the hotels also need to acknowledge their impact on the environment. 

![gm3](//images.ctfassets.net/q5m53pi41ft0/MHsLsg57Rh8aXozmTlrAj/3a343b15e07434dcf30e1e8a80bb60ae/gm3.png)
Increase guests’ loyalty with green marketing. Image source: [Guestfriend](https://blog.gastfreund.net/en/2019/01/10/guest-loyalty-how-hotel-guests-become-regular-guests/).

Green marketing can also be an effective strategy to lure guests into hotels and increase their satisfaction with the services. [Rosenbaum and Wong (2015) ](https://www.emerald.com/insight/content/doi/10.1108/JSM-07-2013-0167/full/html?journalCode=jsm)found that when hotels achieve sustainability, this sense of fulfillment can increase guest loyalty. Aside from that, they have strong opinions on the reputation of green buildings, satisfying the requirements of residents, and conserving energy. In other words, the guest perception might pertain to the degree to which green buildings understand the true concept of quality of life.

In conclusion, while adopting green marketing, it is important to consider the environmental impacts. Also, hotels should also take actions to tackle environmental issues instead of solely adopting green promotion for outreach or profits. 

To find out more about how to limit the amount of waste in hotels, click [__here__](https://airhost.co/resources/how-to-reduce-various-kinds-of-hotel-waste/).

Written by: AirHost Marketing Team.

Green Marketing Powerful Effects On Hotel Performances

# AirHost ONE Go Green Functions: Hotel Management and Environmental Benefits

In order to mitigate the environmental impacts caused by the hotels, we initiated the Go Green Campaign and embedded them into the products. Each of the AirHost products will contribute its part in limiting the use of paper, and also make the hotel staff work more manageable. Here are the 4 highlighted functions in the AirHost Go Green campaign. 

## AirHost One Function #1: E-Concierge
[![Go green with E Concierge](//images.ctfassets.net/q5m53pi41ft0/5vQDciMecgAd0sIbw7uGni/42e1368792d8138bf7cf5c6c1bf6588e/Go_Green_with_E-Concierge.jpg)](//assets.ctfassets.net/q5m53pi41ft0/4m4wDt93zY0zsDs3g8oCTR/bebea245a1f6f335725890dff2ff4255/watch)

AirHost E-Concierge. Visit [AirHost](https://airhost.co/) for more.

E-Concierge would be a great companion for hotel guests.
Traditionally, the hotel front desk will display a rack of tour & local events brochures and flyers. With the E-concierge function, instead of having a hotel staff to assist the guests with this service at all times, the guests can plan and sign up for the events at their fingertips. This service would be associated with other services such as purchasing of theater tickets, tour packages or restaurant reservations. 

## AirHost One Function #2: Digital Cleaning Calendar 

[![Digital Cleaning Calendar](//images.ctfassets.net/q5m53pi41ft0/40P125T13njgZuvaH7Dgt7/0cc455055d86a27e56575ca5bd9da5b9/Digital_Cleaning_Calendar.jpg)](//assets.ctfassets.net/q5m53pi41ft0/GOa7f0LcxorhLiV1aobpf/19949795cbd0268f3e21cf739c0a37b9/watch)

Digital cleaning calendar. Visit [AirHost](https://airhost.co/) for more.
For some hotels and even some businesses, the cleaning staff will have a cleaning calendar on what to do on a particular day. The tasks will be printed out on paper, and the staff will manually tick their boxes if they finish a task. 
However, with the AirHost digital cleaning calendar, hotel staff will receive notifications on their to-do list. The cleaning staff will receive instant notifications when the guests leave the hotel properties or when they need to prepare the rooms for guests. Tasks can be assigned based on needs or presets. Therefore, cleaning staff can proceed to clean the room and save some more time. Hotel staff and cleaning staff can also leave notes on the calendars to keep track of each guest. 

## AirHost One Function #3: E-booking of Hotel Facilities 

[![AirHost ONE - E-Booking Facilities](//images.ctfassets.net/q5m53pi41ft0/5nrmP3c6siMipwaUCVddOb/b7edf7cea0aba8883b8fc5fae8226ed6/AirHost_ONE_-_E-Bookin_Facilities_.jpg)](//assets.ctfassets.net/q5m53pi41ft0/6AjN8O8GjFtpikT8siV4G7/1a9cbd2537aeb0efcc34c567055666c7/watch)
E-booking for hotel facilities. Visit [AirHost](https://airhost.co/) for more.
During check-in procedures, hotel front desk staff will be the one taking notes and arranging the guest bookings for breakfasts, pool & gym usage. With the AirHost ONE Hotel Facilities E-booking system, hotel staff can manage hotel facility bookings and reply to guests directly by sending e-notes regarding a specific booking. 

## AirHost One Function #4: Cashless Payment Management 

[![Go Green - Guest Payment Management](//images.ctfassets.net/q5m53pi41ft0/3vAriDbSnGOOyT0AzjIKOJ/cc870682eaec65a00d693c5e4894663b/Go_Green_-_Guest_Payment_Management.jpg)](//videos.ctfassets.net/q5m53pi41ft0/39RDrQbMsPoxgiByHrUuMD/a64b16e741f37825f75826d8f5c1ac76/Go-Green-Guest-Payment-Management-1.mp4)
Cashless payment management. Visit [AirHost](https://airhost.co/) for more.

Cashless payment management is an automatic payment function that meets security standards for handling credit card information securely. No matter where your guests are, we integrate with top payment gateways to ensure fast and secured transactions. 

The payments will be accepted quickly, with safe and secure money transfers. The property owners can check the payment history easily, since the system will constantly update credit card statuses to limit errors. 

Written by: AirHost Marketing Team.


AirHost ONE Go Green Functions: Hotel Management and Environmental Benefits

![waste](//images.ctfassets.net/q5m53pi41ft0/4H5XktehgAhTVBXenUA2MZ/2731ba7381cff81b63bedb18436d690d/waste.jpg)
Hotels cause a lot of pressure on the environment. Image source: [Hotel Management. ](https://cdn.hotelmanagement.com.au/wp-content/uploads/2018/09/31114313/TravMedia_Australia_1300171_DoubleTree-by-Hilton-Melbourne-Flinders-Street_DT-Melb-Platform-270-kitchen-waste-recycle.jpg)

# How to reduce various kinds of hotel waste

The hospitality industry has provoked numerous environmental concerns. These concerns revolve around hotel waste management on food, energy, and packaging. Open Access Government reveals that hotels produce 289,700 tons of waste annually, including 79,000 tons of food waste. Besides, the hotels also have to spend a lot of energy to avoid sudden power cuts to operate smoothly. These are some ways hotels can manage waste to tackle the issues above and move forward to more sustainable operations. 

## 1. Waste of hotel food
In hotel restaurants, chefs will discard the food that cannot be preserved. However, for those hotels that serve buffets for many guests, food waste will be more significant. Waste & Resources Action Plan (WRAP) showed that the UK hospitality and food service sector generates around 920,000 tons of food waste yearly. Therefore, besides setting goals to reduce environmental harm,  hotels develop ways to eliminate food waste. 

![Hotels cause a lot of pressure on the environment](//images.ctfassets.net/q5m53pi41ft0/1LqUbzIVH8oTr4R1r19ZVl/85f8d0d5ef81681ed8978323526efb69/pasted_image_0__1_.png)
Managing food waste in hotels. Source: [The Altruistic Traveller.](https://thealtruistictraveller.com/blog/how-to-help-the-hotel-industry-eliminate-food-waste/)

Hotels could turn the food waste into fertilizer to properly handle the discarded food. In big cities with implementations of waste management systems, households could turn their waste to into plant fertilizer. Specifically, innovative machines can help alleviate the issue of excessive waste. For example, Westcom Solutions’ waste-to-fertilizer technology largely depends on micro-bites to break down leftovers in Singapore. By putting the leftover food into the digesters, it will turn into odorless fertilizer. 

![pasted image 0 (2)](//images.ctfassets.net/q5m53pi41ft0/2hSnerV1oWuZUoeaYLSzbq/30cfcc10f4a0a9fb197b4015e48da3be/pasted_image_0__2_.png)
Food waste digester in Singapore. [The Straits Times. ](https://www.straitstimes.com/singapore/hotel-recycles-500kg-of-food-waste-into-fertiliser-within-24-hours-using-food-waste)

Food manufacturers and caterers will be encouraged to modify their production methods. For example, Grand Hyatt, a hotel near Orchard Road in Singapore, has saved $100,000 a year by managing its waste by using a food-waste digester. Introducing waste management policies on handling discarded food for hotels is also an effective measure for hotels. Even though different cities have different waste management systems and policies to alleviate food waste, hotels in other cities should manage food waste. 

## 2. Tackling energy waste
Energy consumption in hotels is a startling concern. Hotels have to spend a vast amount of money to pay electricity and water bills to maintain operation. Therefore, there are some ways to tackle this issue, such as measuring and tracking energy performance. By providing lists of facilities with specific energy consumption measurements, hotels can decrease their usage. Regarding the cost-effective method, hotels can install solar panels. Using natural energy can greatly reduce the costs of electricity and energy waste. Installing solar panels might be exorbitant at first, but they will prove as one of the greatest assets in the long run. 

![pasted image 0 (3)](//images.ctfassets.net/q5m53pi41ft0/6JAr931sACBq5RymUhwrSi/fb7417ea6f5b72e6c4eb52647bd5b06c/pasted_image_0__3_.png)
Installing solar panels for hotels is a great way to preserve the environment. [Hotel Management. ](https://www.hotelmanagement.net/operate/how-sustainable-hotels-are-recycling-future-bookings)

Sometimes, the main source of light is also important. Therefore, the hotels should design their rooms in a way to optimize natural light to penetrate. For example, some hotel restaurants can design transparent glass instead of building walls to optimize natural energy sources. In this way, the guests could also see the exterior landscape while enjoying their meals instead of feeling trapped in the four walls. 

![pasted image 0 (4)](//images.ctfassets.net/q5m53pi41ft0/4YKoA8Fa9D4sTdrSFdZ19C/f40dd96add885a3e52793de77b86fe0f/pasted_image_0__4_.png)
Maximizing light in hotel restaurants. Image source: [Pexels](https://images.pexels.com/photos/3201922/pexels-photo-3201922.jpeg?cs=srgb&dl=pexels-quark-studio-3201922.jpg&fm=jpg). 

Lastly, the guests are the determining factor in contributing to the hospitality industry. Therefore, educating guests in saving energy could be an effective way. Changes could not happen from one side. Hotels should motivate guests with products to participate in this process. For example, various hotels have designed a green plastic card at the bed counter. If the guests do not want to change their mattress, they can put the card onto the bed. Imagine having to wash 5 bedsheets after 5 different nights; how wasteful could that be!

## 3. Pay attention to plastic materials to save the environment 
Have you ever noticed that hotels wrap the necessities for guests with lots of plastics, such as toothbrushes? Or sometimes, they only provide guests with plastic knives and spoons? Plastic materials are undeniably cheap, but there has not been an alternative yet. Consequently, plastic waste has been causing an immense strain on the environment. Therefore, the optimal solution is to find alternative biodegradable paper to wrap these products. Often, replacing plastic single-use items such as cups could also be an efficient way. So which hotels have taken this measure to maintain sustainability? 

![pasted image 0 (5)](//images.ctfassets.net/q5m53pi41ft0/1MHkiqhCD96qPAoFcMx9Wc/6083d786a8b8bc91d9b893acce79128c/pasted_image_0__5_.png)
Some plastic products from hotels. Image source: [Accor](https://group.accor.com/-/media/Corporate/News-images/2020/01/21/20200122_Plastique_SiteCorpo.jpg?c=1&cw=1400&ch=700&version=1). 

Rotana Hotel, for instance, has replaced straws, containers, and plastic bottles while remaining a positive and eco-conscious experience for guests. Besides, some prominent chain hotels have also adopted a plastic-free approach, such as Hilton (eliminated plastic water bottles from its conference rooms) or Six Senses (paper, bamboo, and lemongrass straws). You can find some other examples of hotels and resorts promoting alternatives to plastic products here. By radically taking steps, hotels can soon reduce the burden of waste discharge annually and protect the environment. 

How to reduce various kinds of hotel waste

![pasted image 0 (5)](//images.ctfassets.net/q5m53pi41ft0/1Qd1S1bReSXdObnK1FaDZZ/040aa8c6797cf0e5a545bf750e37dccb/pasted_image_0__5_.png)
Staff replacement with technology. [Image source.](https://c.files.bbci.co.uk/E58C/production/_111846785_gettyimages-920743046.jpg)

# Will technology replace staff in the future? 

Regardless of the COVID-19 spread, numerous businesses have started replacing staff doing manual work with robots. For example, some hotels or restaurants install robots to supplant receptionists and waiters in the hospitality industry. However, is this a positive development, or will technology be a force to be reckoned with in determining the fates of hotelier employees? 

## Technology can reduce manual work for staff
Technology is one of the greatest assets when it comes to handling manual work. Some of the manual work might include: 

### Contactless check-in process
Nowadays, guests do not have to wait in the hotel lobby for the receptionists to process their check-in procedure. Instead of managing guests, the hotels can let the guests automatically check-in by themselves. Hotels display check-in tablets so that the guests can scan their QR codes or necessary documents. This is an excellent alternative for waiting for the receptionists to quicken the check-in procedure. By putting tablets at the reception, hotels can expect the system to operate smoothly. Besides, this can save much time for both guests and staff. 

![pasted image 0 (6)](//images.ctfassets.net/q5m53pi41ft0/72Xz2lAMRez7gAc4u6IRjl/c5368ce272d0ac083f74fff19bf365dd/pasted_image_0__6_.png)
Contactless check-in using tablets.[ PINN Hotel in Sapporo, Hokkaido.](https://airhost.co/portfolio/pinn/) 

### Managing different channels 
Some hotels have installed systems for updating rates and inventory to avoid losses. However, Hospitality Net reveals that these losses can happen from overbooking when the demand for traveling surges. We can notice this issue during the peak of the vacation period, where hotels have fully booked rooms, and they cannot manually organize. Instead of manually putting guests in available date and room slots, hotel staff can instantly get it done with automatic channel management. 

![pasted image 0 (7)](//images.ctfassets.net/q5m53pi41ft0/6T18VmKllBXAWYBbegWaqp/f3e70a0a8ced2798101e5c37811f4d33/pasted_image_0__7_.png)
Some channel managers such as [Cloudbeds](https://hoteltechreport.com/revenue-management/channel-managers/cloudbeds-myallocator) (myallocator). 

![pasted image 0 (4)](//images.ctfassets.net/q5m53pi41ft0/3NyXubaGa7KiQPlQ5TfdZR/3249914f02c3ead90c315132a0c6f6bd/pasted_image_0__4_.png)
See more about [Channel Manager at AirHost here.](https://airhost.co/products/channel-manager/) 

## The downsides of technological gadgets in hotels 
While technology is a great friend to hoteliers, it is associated with some concerns: Increasing employee unemployment rate and unfavorable customer reception. 

### Employee unemployment rates might get worse 
In the general landscape, when automation dominates, the unemployment rate will increase. Nowadays, technological devices can carry out tasks that humans could do in the manufacturing sector. In chain production, to cut down the costs of the workforce, companies invest in cutting-edge technology to increase efficiency. However, according to Forbes, automation will replace 85 million jobs by 2025.

![pasted image 0 (8)](//images.ctfassets.net/q5m53pi41ft0/5NxnMcLgp7tMkGUNPKz7Ax/6c187a9709e4fe0e7a5f9dc36b537d58/pasted_image_0__8_.png)
Technology might supplant humans in some economic sectors. Image source: [The Conversation. ](https://theconversation.com/can-government-actually-predict-the-jobs-of-the-future-141275)

With the proliferation of auto check-in and check-out technology, AI robots will potentially replace hotel staff. However, with this ever-increasing pace of technological developments, soon, automation will replace all the hotel staff. Hotels can install a system that tracks the faulty/malfunctioned facilities, and they can automatically fix the system without the help of technicians.

### Technology can hardly replace human interactions 
According to Liu and Hung (2021), customers’ and hoteliers’ perceptions depend on whether traditional human services surpass technology. For example, traveling with friends or significant others was shown to encourage self-service technologies since a sense of accompanying can help alleviate technological anxiety. However, when it comes to traveling alone, human interactions will be absent. 

Lastly, hotels operated on technology mainly dedicated to technology-savvy. When it comes to senior travelers, they might not get used to these advanced devices. The core value of the hospitality industry is human interaction. If technologies strip away communication among humans, the meaning will somehow be lost. Therefore, staff still play a crucial role in assisting these demographics. 

## What will the future be for hotel staff? 
![futurestaff](//images.ctfassets.net/q5m53pi41ft0/6Kx5L1Rpby7065QrTRPoUj/ba23b2a7bcfe4c0e9cc9bb31eba02f4f/futurestaff.png)
The future of hotel staff might still be certain. Image source: [SiteMinder](https://www.siteminder.com/r/trends-advice/hotel-insights/hotel-industry-2020-predicting-future-difficult/).

The future of hotel staff might still be certain. Image source: SiteMinder.
Just a reminder: we do not intend to worry anyone here. While technology is undeniably incredible, nothing can replace the feeling of human connection. The hospitality industry primarily operates on human contact. But, if we cut down all the human interactions and replace them with technology, the guest experience will be dampened. 

Smart AI can offer excellent service. But when it comes to meeting the customers’ needs by analyzing their facial expressions, staff still exceed. Not to mention, implementing technological gadgets can be costly, especially multifunctional robots. Therefore, hotel staff is still an essential part of maintaining hotel operations. 

Written by AirHost Marketing Team


Will technology replace staff in the future? 

![pasted image 0 (1)](//images.ctfassets.net/q5m53pi41ft0/6bFCOcUnQ1TmUDWvnkpJsi/069df00b4ade2576eeaafdd2537cbbdf/pasted_image_0__1_.png)
Self Check in Kiosks for Hotels. Source: [Hospitality & Catering news](https://www.hospitalityandcateringnews.com/2019/07/case-study-latest-self-check-kiosks-hotels/)                 

# Self check-in pre and post COVID-19 with AirHost 

The hospitality sector remains the most affected industry due to the pandemic. The sudden spread of the contagious virus shut down the hospitality sector for more than a year. As the new normal takes shape, it is important for the hospitality industry to adhere to new rules.            

Self-check-in has been one of the prominent features of AirHost way before even COVID-19 existed. It is our responsibility to keep evolving to serve our clients a better and optimal experience. Here’s how agile AirHost has been in catering to client’s needs while fulfilling market needs.

## Before COVID-19 
### The industry 
Smart capacities and services were considered add-ons in the pre COVID-19 world. Ordering through phone services was an add on special service in pre-COVID times.
Earlier, mobile check-ins were reserved for loyalty reward members, making it a luxury. There were many touchpoints in the whole experience and it was majorly human to human interaction.

Therefore, training staff can cost hotels a great fortune. The farthest hotels could go was mobile check-ins, which was also like a luxury and was limited to only a few. 

### AirHost: Hotel Contactless Solution

AirHost has been supporting self check-ins since 2015. Previously,  AirHost operated on web pre check-in and onsite tablet check-in. Self check-ins have been showing their presence on web, tablet and kiosk with different formats. 

Since 2015, AirHost PMS clients allow guests to check in securely and safely with a signature, verifying their passport by taking selfie photos. Guests would be notified with key and room information after they check in. Besides, guests will also receive information in advance about luggage storage or rental facilities, which would be useful for travel planning after registration.

![im-1](//images.ctfassets.net/q5m53pi41ft0/144i6gmGtvSODb3sbHArid/2d3923c92d0bb0c380266fdd42c69962/im-1.jpg)
[Minpaku Hotel in Japan. ](https://www.a-hotel.com/japan/134992-kasugai/3312813-1-minpaku-momotaro-bekkan/)

The benefits of self check-ins are not just limited to convenience and ease but also the decrease of operation cost. For instance, Minpaku in Japan aim at maximizing their revenue alongside lowering their costs and maximizing their profit. With AirHost hotel contactless solution, hotels have the option to choose from a partial contactless hotel management or a full contactless hotel management. 

![pasted image 0 (2)](//images.ctfassets.net/q5m53pi41ft0/Twra9IireOYjdvxm70Bq8/0e34d5a36052792fab01573ac9aa893e/pasted_image_0__2_.png)
Simple self check in ways. Source: [AirHost.co](https://airhost.co/products/airhost-one/)

This contactless change is for the long run. By switching to self check-ins, customers gain a contactless and convenient experience. When it comes to hotels with limited resources, automated self check-ins can replace manpower thus reducing costs and ensuring safety especially given the current circumstances. 

## Post COVID-19 Self Check-In
### Industry
Due to the pandemic, the modes have definitely changed. Travel bans, border closures, event cancellations, quarantine mandates and the fear of spread have placed extreme challenges on the tourism and hospitality industry. 
In the post COVID-19 world, hygiene and safety is more important than ever. Hotels are investing into safety accessories like disinfectants or sanitizers while following safety measures for guests and employees.
Now, hotels are investing in advanced technology which can ensure a smooth contactless, convenient and safe process such as self check-ins, AI technology, Face recognition, and Smart lock to avoid human contact.  In the contemporary world, hotel contactless check in / hotel mobile solutions are no longer a luxury, they are a necessity. 

### AirHost: Web check-in & contactless hotel solutions

With the introduction of AirHost mobile self check-ins, there are additional features which make the stay convenient from checking in to checking out. 
With One Stay mobile check-in App, payment options, reservation scheduling, room services, facilities booking, local events alerts will become more convenient. Guests can customize the features according to their preferences in the main menu of the mobile apps. 
AirHost ONE Hotel Contactless Check-in offers solutions such as add-on Mobile Check-in apps, POS Upsell, Facilities reservation, CRM, and live chat communication function.

![pasted image 0 (3)](//images.ctfassets.net/q5m53pi41ft0/jDZjAWkaoHaAxTkHKmJTA/928c73d0fbf36ad2d80a592d3f0062a1/pasted_image_0__3_.png)
Check In with AirHost Contactless Solution. Source:[ Airhost.co ](https://airhost.co/products/airhost-one/)

![pasted image 0 (4)](//images.ctfassets.net/q5m53pi41ft0/3NyXubaGa7KiQPlQ5TfdZR/3249914f02c3ead90c315132a0c6f6bd/pasted_image_0__4_.png)
AirHost PMS. [AirHost.co ](https://airhost.co/products/airhost-one/)

AirHost One enables comfortable and convenient stay with inbuilt features ranging from booking, self check-in to checkout. It has managed to transform the hotel industry in just a span of time. 

With AirHost One, guests  experience a pleasant stay with COVID-19 guidelines in line and almost little to no human interaction.  AirHost  plans to develop and provide services which match the needs and requirements of our customers.
In the post pandemic world, while human touch is irreplaceable safety and hygiene still remains priority.  Self Check ins and check outs have become a mandate almost everywhere. 

Read more about [the most common check in hotel practices here.](https://airhost.co/resources/the-most-common-3-hotel-check-in-practices-now/)


Self check-in pre and post COVID-19 with AirHost 

![lateroom](//images.ctfassets.net/q5m53pi41ft0/6gruFCBIeEidqRfTL6nh9L/b0cd616720d46d895289f310fe5eef67/lateroom.png)
Hotels offer room upgrades for customers. Source: [LateRooms.com](https://blog.laterooms.com/2011/10/10-tips-for-getting-a-free-hotel-room-upgrade/)

# How to upsell hotel products - 3 things to consider

## 1. Upsell with Deals and Steals (and… technology!)
For some hotels, the staff often offer deals and exclusive vouchers to guests when the booking is confirmed. The hotels could recommend spa deals or restaurant discounts when the guests use the services. Upselling can also happen when guests are in the booking process. When the booking is confirmed, the hotels can display some options for the accompanied services for the customers to choose from. From these products, the website shows the comparisons between the products before and after upgrading. Then, it will make it easier for the guests to analyze the benefits of getting an upgrade. 

![1](//images.ctfassets.net/q5m53pi41ft0/RxrtC6naYgxQUhNJ3YVLe/df19c75e1da15eb4187264f5f97e41cc/1.png)
Some deals and vouchers offered by hotels. Image source: [Hoteljob.vn](https://www.hoteljob.vn/uploads/images/19-03-20-15/voucher-la-gi-01.jpg)

Besides, some brands focus on the integration of technology to upsell their products (as most of the upselling process tends to occur online). Some hotels have integrated email marketing to provide guests with links to the vouchers, push notifications when customers open their email. Some hotels even design applications so the guest might receive the notifications from the app directly, without bombarding the guest emails. 

According to Guillet (2020), hotels utilize technologically advanced systems at the center of their decision-making processes, and consumers are increasingly embracing computer technology to reserve hotel accommodation. Some PMS companies have started to also integrate POS functionality and/or create their own POS functions in their check-in system to enhance guests’ experience such as AirHost or Oaky.  Other applications such as Easy Way Smart Upselling also helps reach out to guests with the right offer on their favorite messaging applications such as WhatsApp, WeChat, or even iMessage. 

## 2. Collaborations with other brands 
This strategy has been no stranger to various brands. Brands might decide to aggregate, and then promote their products through collaborations with related services. If the hotel is not a full scale hotel, they could work with close by business and provide more services to guests. Travellers might have the urge to sign up for tours, and thus hotels can aggregate with tour companies to organize the tours for these travellers. The hotels then group up the number of guests joining the tour package. After that, the hotels and the tour company can divide the profits according to their contract. 

![11](//images.ctfassets.net/q5m53pi41ft0/3bpWVZbMRJxgeZ9xIZRH5B/cf5d19062af82784e8795d7c2f2fc5d2/11.png)
Brand collaboration at The Mark Hotel. Source:[ A Table For One. ](http://www.atableforone.com/?tag=the-mark-hotel)

Following the article by Wang and Goldfarb (2017), the research reveals that there has been an increase in the number of customers using both online and offline channels when they are shopping, since these channels complement each other. Therefore, while promoting the products online can be manageable and cost-effective, businesses can also apply offline methods to gain more consumers. Some instances of brand collaborations between hospitality businesses can also be found [here](https://airhost.co/resources/blog/great-benefits-of-business-collaboration-in-hotel-industry/), where we dedicated an article on brand collaborations. 

## 3. Loyalty program
Loyalty Program  has been one of the effective strategies to create customer relationships with the brand. When the connection is established, the customers will associate more with the brands, and will be more likely to use the products more. By maintaining the point systems, various brands have fostered relationships with customers efficiently and helped the companies earn substantial revenue and outreach. 

![111](//images.ctfassets.net/q5m53pi41ft0/4JpRSS9IzfKXzE9vdGu3sJ/e25633c8449510be13e95b6afa22c27b/111.png)
Maintaining customers loyalty program. Source:[ Always 5 Star](https://www.always5star.com/blog/5-benefits-of-joining-a-hotel-reward-program)

This phenomenon might rely on the consumer culture, where the guests might buy more to achieve a prize from the business. [Marriott](https://www.marriott.com/loyalty/redeem/hotels.mi), for instance, has been promoting points redemption to receive for a better suite, or the guests can receive a complimentary night when you redeem for five consecutive nights. If the resorts have golf courses, the hotels are able to push their products for a round of golf game. 

For any service they use at the golf resort, these points can be added to the loyalty program, or the guests could use points to purchase souvenirs from E-gift shops. Besides some prominent hotels, online travel agencies such as [Traveloka](https://www.traveloka.com/en-vn/loyalty-points) also promote loyalty points redemption for customers by booking hotels and flights.

These are some of the strategies that hotels could adopt to upsell their products based on their size and budget. The incorporation of technology in upselling is important, yet it is also crucial to combine offline selling techniques. Finally, hotel room pricings are highly competitive, and upselling may create more revenue than purely selling rooms if done correctly. 

Written by: AirHost Marketing Team.

How to upsell hotel products - 3 things to consider

# Increase hotel brand and customer loyalty with AirHost POS Upsell Functions

![pic](//images.ctfassets.net/q5m53pi41ft0/7icqVKXIGdh0Laf6BqXPXE/539ed1c03c6bcc2315057b184ffbcb56/pic.webp)
Image source: AirHost ONE Contactless

It has become a norm that more and more hotels are adopting contactless solutions to support a better guest stay experience. These solutions allow guests to check in and out by themselves, make room services and restaurant reservations, as well as shop for merchandise. All these actions are able to be performed by guests without being in contact with hotel staff, if they choose to.
AirHost POS upsell, a function that provides a contactless solution to bridge the guests and hotels. POS upsell provides 3 main categories: 
1. Reservation Feature 
2. Customize menu 
3. Upsell

## 1. Reservation Feature
This feature allows guests to make reservations in advance for restaurants, rental supplies, private hot spring baths, and airport transfer services. 
It is especially useful for the hotel’s reopening post COVID-19. By implementing this function, hotels are able to  manage the number of guests to be accommodated for each service. It also provides guests with greater autonomy to pre plan their trip and avoid wasting their time as much as possible. Additionally, it lets guests an option for a contactless service.

![pic2](//images.ctfassets.net/q5m53pi41ft0/9czzmL14FGpyrlhXMePMU/0969dea70530a36e94bb47f16d622fe6/pic2.webp)
AirHost POS Reservation Feature: [AirHost ONE Contactless](https://www.youtube.com/watch?v=jEz1Ob3pv3I)

## 2. Customized Menu
Information about the hotel, local sightseeing information and event announcements can be displayed and delivered to guests in the customized main menu.

By introducing In-house content, hotels can continuously provide valuable information to the guests, and build a good relationship with them. Guests can plan their trip and make their stay more comfortable by knowing this information, and any service congestion information in advance. This will bring benefits to hotels in terms of brand and customer loyalty, and ultimately generate revenue for the hotels with the upsell. 

![pic3](//images.ctfassets.net/q5m53pi41ft0/5zFIQYkJSzmdSTrltXaJna/be95e3a4ecc047aaad17558e99b6f097/pic3.webp)
Image source: [AirHost POS customize menu](https://airhost.co/ja/products/airhost-one/)

## 3. Upsell
AirHost POS Upsell makes shopping fun and easier for guests than before. Room upgrades, early check-in and late check-out requests, facial and spa treatment packages, e-gift store shopping for souvenirs, and more, are now available for guests within clicks. Guests could use their smart devices to make purchases or simply use the web version, whichever is more convenient to the guests. 

Making a reservation for various optional services, shopping and ordering room services are the functions of Upsell. For example, guests can purchase souvenirs at e-gift stores, make reservations for beauty treatments and spa treatments, upgrade their rooms, and apply for early check-in and late check-out using their smartphones.

Guests can easily shop any time and purchase higher-ranked services, which increases their purchasing motivation and helps improve the per-guest rate.

![pic4](//images.ctfassets.net/q5m53pi41ft0/5S6c5hEnnnqQRgajfIi3Gi/97e8f7ce083d15d2e754300e6a1dc4e5/pic4.webp)
Image source: [AirHost POS upsell](https://airhost.co/ja/products/airhost-one/)

## Conclusion
For hotels, better guest management, advertise and promote hotels in one main menu, increase hotel revenue by upselling, and make possible with AirHost POS. For guests, hassle-free advance reservations for services, well informed with valuable information before travelling regarding their upcoming destination, and convenient options for advance purchases, all of which are made possible with AirHost POS.

It will highly increase guest’s travel experiences, and will benefit the hotels in return. In addition, since all services are provided via electronic devices, it is unnecessary to utilize a ton of paper as in the traditional method, which leads to eco-friendliness.

It is also effective against infection with COVID-19, and guests can stay safe. Hotel contactless solutions could help cordoned off COVID-19, and provide a safer stay for guests. Since the solutions promote the unnecessary use of paper, hotels are indirectly helping the environment, this makes it an Eco-friendly Hotel software solution. 


Increase hotel brand and customer loyalty with AirHost POS Upsell Functions

![Untitled](//images.ctfassets.net/q5m53pi41ft0/4jVysSfbL3zRYp71UwL4s7/a0a8ae1021298efed01dfa2d9b9636ed/Untitled.png)
ビジネスコラボレーションは、両社の目標を達成するための有効な手段となります。得る。出典：[Business2community](https://www.business2community.com/communications/achieve-collaboration-company-01014548).

# ホスピタリティ産業における企業間コラボレーションの大きなメリット

より多くの顧客を獲得し、支店を拡大するために、多くのブランドがお互いに協力することを選択しています。異なる企業が集まることで顧客との関係を築くことができるだけでなく、連携することでブランドは収益を上げることができるのです。ファッションブランドが玩具メーカーと提携するなど、ホスピタリティ業界でのコラボレーションは昔から盛んに行われています。ホテルやサービスにおいて、ブランドが連携するメリットは何でしょうか？

## ブランド認知度の向上 

ブランドアライアンスは、関係するすべての企業にとって公平な競争の場であることを証明します。なぜなら、お客様は一括購入を期待しているからです。あるブランドの商品を購入すると、企業はその商品に関連した別の企業の商品を提供しようとします。

例えば、お客様がホテルを予約する際に、予約リンクから近隣のレストランへの招待や、お土産屋さんの割引券などの限定商品を提供する。これにより、お客様はホテルと提携しているレストランブランドやその他の施設を認知するようになります。認めることになります。それ以降、お客様はお勧めのサービスを利用するようになり、提携したホテルとレストランの双方が利益を得ることができるのです。

![Untitled (1)](//images.ctfassets.net/q5m53pi41ft0/21RyhB8tFF6DsxYHYuo9U8/a53e3cc00e6195af1569f9b6774c4aca/Untitled__1_.png)
ブランドの認知度を高めて、収益を上げます。[Tim Viec Marketing. ](https://img.timviecmarketing.com/2021/06/brand-awareness-la-gi-1-min.jpg)

興味深いことに、環境保護活動に参加したり、慈善団体や非政府組織に参加したりと、社会貢献のために提携している企業もあります。これは、企業の利益を最大化すると同時に、社会的存在感を高めるための方法でもあります。[Weinstein and Cook (2011) ](https://www.proquest.com/docview/905224411?pq-origsite=gscholar&fromopenview=true)の調査によると、社会的責任を示すために、一部の企業は人気のある慈善団体に金銭的な配分をする傾向があることが明らかになっています。

しかし、ただ寄付をするだけでは不十分で、慈善団体と企業の間に関連性がなければならないこともあります。そのためには、企業と社会的責任を果たす団体を結びつける戦略的なマーケティング・スキームを導入することで、信頼と信用を育むことができます。醸成することができる。NGOを見つけられなかった企業やホテルにとっては、人々の幸福を促進するいくつかの組織やプログラムと提携することが有益です。である。有名なチェーンホテルの例については、次のセクションでさらに検討していきます。する。

![Untitled (2)](//images.ctfassets.net/q5m53pi41ft0/1Hv0AWdZQMXPy5UVSmLBEa/65e828dd246bab5ae07d6308f19421f2/Untitled__2_.png)
NGOと企業の信頼関係を構築し、より良い社会の実現に貢献します。出典：はこちら [AsianNgo](https://asianngo.org/magazine/post-magazine/article/article-detail/195/building-trust-in-ngo-business-collaboration)

## お客様の体験を高める

今、ブランドはいかにしてゲストの好みに合わせたにパーソナライズされた体験を提供するかに注目しています。これまでは、お客様の体験は同じものでした。しかし、テクノロジーの大幅な発展に伴い、ブランドはプラットフォームを革新し、ゲストが自分の体験をカスタマイズできるようにする必要があります。

カスタマイズのプロセスは、ホテルのシステム自体に組み込むことができます。例えば、ゲストは部屋を予約したいと思っていますがるが、現在のホテルのインターフェースは整理されていませんない。そこで、ホテルはクラウドベースのシステムを採用して、自分たちのタスクを管理するとともに、ゲストに自分たちの体験を最適化させるようにしなければならない。

ホテルチェーンのダイナミックな未来の開始に関する[Richard (2016)](https://www.emerald.com/insight/content/doi/10.1108/JTF-06-2016-0018/full/pdf?title=hotel-chains-survival-strategies-for-a-dynamic-future)の研究によると、ミレニアル世代はソーシャルで直接的な交流を求めたいと考えており、ソーシャルメディアのプラットフォームで自分の瞬間を共有することに深い関心を持っているといいますいう。そのため、包括的な予約システムを構築することで、ゲストが提供されたサービスがパッケージに含まれたホテルの部屋を簡単に予約できるようにしています。

この手法は、お客様が購買意思を決定する際に必要不可欠な要素であることがわかっています。ブランドの認知度を高めることは、ブランド・ロイヤリティを高めるための重要なポイントとなります。お客様は購入前に製品の品質を評価し、何が自分にとって最も有益かを考える必要があるのです。

[Shahid et al. (2017)](https://core.ac.uk/download/pdf/234694288.pdf)によると、ブランドを認知するプロセスは、知覚されたブランド品質と呼ばれています。このプロセスは、企業が効果的なマーケティング戦略から一貫した顧客を獲得するのに役立つかもしれません。ホスピタリティ業界では、ニューヨークの豪華なザ・マーク・ホテルがバーグドルフ・グッドマンとコラボしてペディキャブで移動したり、[JW Marriott Hotels and Resorts’ ](https://news.marriott.com/news/2017/11/13/jw-marriott-hotels-resorts-worldwide-launches-behind-the-barre-on-demand-barre-workouts-and-themed-pop-ups-in-key-cities-across-asia-pacific)マリオット・ホテル＆リゾートがビハインド・ザ・バーと提携してゲストの体格と精神性を高めたりするなどの例が挙げられます。

![Untitled (3)](//images.ctfassets.net/q5m53pi41ft0/3Cuv1i3LgSOjoJdi2cOyAk/eb55f200cfeb7ad42adac4ecfa93e7d2/Untitled__3_.png)
JWマリオットとBehind the Barreのパートナーシップ。出典：ソースはこちら [LatteLuxuryNews](https://latteluxurynews.com/2017/11/16/jw-marriott-launches-behind-barre-workout-videos-demand-guest-rooms/).

日本では、リバホテルがユニバーサル・スタジオ・ジャパンとのコラボレーションにより、スヌーピーやジュラシック・ワールドのデコレーションを追加しました。このような著名なホテルブランドの事例に学ぶことで、他のブランドのお客様へのアプローチを高めることができるでしょう。著名なチェーンホテルがビッグブランドと提携してお客様に素敵なサービスを提供していることについては、ペガサスのこちらのページでご紹介しています。

![liberhotel](//images.ctfassets.net/q5m53pi41ft0/5m7ZIWYK8pr5aTEsZkM7Zz/00957a27de69d02bf572b186301296a6/liberhotel.png)
ユニバーサル・スタジオ・ジャパンとコラボレーションしたリバネスホテルでお楽しみいただけます。出典： モシモシニッポン。


ホスピタリティ産業における企業間コラボレーションの大きなメリット

![image (3)](//images.ctfassets.net/q5m53pi41ft0/6VFH47r6KQLa2Ak4g4VLQz/baabcfba13f6dba61a7f11857b49da36/image__3_.png)

# OTAsホテルのゲストレビュー調査（東京・アムステルダム）
＊このブログは一部自動翻訳を利用しています

## イメージ
どのような職種においても、ブランド価値を高める上でお客様は常に重要な役割を担っています。お客様はレビューを通じてブランドのステータスや評判に貢献する決定要因でもあります。Agoda、Booking.com、Travelokaは、ゲストがホテルの宿泊予約に利用する大手予約サイトです。今日は、東京とアムステルダム2つの主要都市でのホテル宿泊客の満足度の高い体験について見ていきましょう。

## データ収集
この調査の目的は、オンライン旅行会社（OTAとも呼ばれる）を通じて、大都市の都市型ホテルで宿泊客がどのように感じているかを調査することです。Skiftによると、Agodaは設立以来1,800万人以上のお客様にご利用いただいています。Condorferriesによると、Booking.comでは毎年1億4,830万件の旅行予約がオンラインで行われており、Expediaでは32カ国で2,400万人のアクティブなExpedia Rewards会員がいることが明らかになりました。

![pasted image 0 (3)](//images.ctfassets.net/q5m53pi41ft0/4hqPZ9nzVV2QLH6JEoNgX9/4f4fd2e488b5c1b5db869462e106aacf/pasted_image_0__3_.png)
オンライン旅行会社　イメージ[Traveling for miles.](https://travelingformiles.com/wp-content/uploads/2019/02/otas.jpg)

選ばれた場所は、東京とアムステルダムで、これらの場所を訪れるゲストが多く見受けられたからです。3つのプラットフォームでのホテル選択の基準は 3つ星から4つ星のホテルで、総合スコアが約9以上であること。次のセクションでは、調査結果を見て、新たなパターンを見ていきます。

## 調査結果
このセクションでは、ホテルがさらにサービスを向上させることができるように、ゲストからの評価が高いレビューをカテゴリー毎に分析します。

### ホテルのロケーション

交通・施設へのアクセスが良いホテルがより好まれます。出典： TheCrazyTourist.
データによると、アムステルダムと東京の宿泊客は、レストランや最寄り駅、ショッピングモールなど、さまざまな場所や施設にアクセスできるホテルに滞在したいと考えていることがわかりました。3つのサイトの600件のレビューを見ると、53.2%のホテル利用者が、レストランや娯楽施設へのアクセスが良いホテルに泊まりたいと考えていることがわかりました。また、トラムやバスを使って目的地に行くのに便利だから、駅の近くの部屋を予約したいと考えています。アゴダのアムステルダム旅行者の場合、58%が、優れたロケーションアクセスを好む傾向にありますが、日本への旅行者では32%でした。興味深いことに、Booking.comのレビューでは、日本人旅行者の73％、アムステルダムの59％と、他の2つのサイトに比べて立地に関する言及が多くなっています。ホテルに宿泊する人にとって、特に都心部にあるホテルでは、娯楽施設に立ち寄るのに便利な立地条件が欠かせないことがわかります。アムステルダムへの旅行者の多くは、ダム広場の近くや運河の近くのホテルを予約して景色を楽しむ傾向にあります。一方、日本への旅行者は、豊洲駅やららぽーとなどのショッピングモールの近くに宿泊するのが一般的です。

 ### 宿泊施設とサービス

![image (5)](//images.ctfassets.net/q5m53pi41ft0/6e6m0AYX6Sumt2orJz9jVe/d9e41fd2e33aa7e51dc53c824c10f0c2/image__5_.png)
ホテルサービス　イメージ[Graceful Owl Bed and Breakfast. ](https://www.gracefulowlbedandbreakfast.com/wp-content/uploads/2017/12/Luxurious-Hotel-Services.jpg)

宿泊客は宿泊施設に興味を持つ傾向にあります。一般的に、ホテルの宿泊客の57.3%がホテルの設備や関連サービスに大きな関心を寄せていることがわかっていますが、その多くはアムステルダムからの旅行者です。アムステルダムからのBooking.comのレビューでは、快適な滞在の一部としてホテルの設備に言及しているものが約70％あり、AgodaとExpediaでは、設備とサービスに関するレビュー数がそれぞれ47％と62％を占めています。部屋について特筆すべき点は、部屋からの眺めの良さに満足される方が多いことです。ホテルの部屋の中には、他の部屋よりも良い眺めに恵まれているものがあり、ゲストの体験を著しく向上させます。例えば、アムステルダムでは静かな運河が見える部屋が観光客に喜ばれていますが、日本のホテルのお客様は、街の風景を上から眺めることに没頭する傾向があります（東京では26件のゲストレビューに街の風景が挙げられていますが、アムステルダムではその数はそれほど多くありません）。旅行に行って、窓から雄大な景色が見える部屋を予約することを想像してみてください。それはどれほど満足できることでしょうか？

ホテルの部屋からの眺めが良いと、お客様の満足度が高まります。出典： エリテトラベラー
また、ホテルによっては、部屋の内装、部屋の設備（シャワー、バスタブ、ベッドシーツ）、ホテル内（プール、ジム、景観）などを評価する場合もあります。具体的には、日本人旅行者の口コミが約7割を占めています。ホテルの建築は、通常、ゲストに深い印象を与えます。ホテルによっては、ユニークな建築様式を採用していたり、斬新な装飾が施されていたりすることで、レビューのランキングが高くなることがあります。したがって、ゲストはこれらの宿泊施設の品質を判断基準とすることになります。 

![image (7)](//images.ctfassets.net/q5m53pi41ft0/UFnbYaxo94uidDyYu1Q16/c34be7c3d315c5b0895f73895087f89e/image__7_.png)
ホテルのデザインは、お客さまの満足度を左右する要素です。出典： [EHLInsights](https://hospitalityinsights.ehl.edu/redefining-luxury-hotel-service)

## スタッフのサポート
ホテルを円滑に運営するための重要な要素のひとつに、スタッフの対応が挙げられています。アムステルダムのお客様は、ホテルスタッフの対応について、「親切」「優しい」「英語が上手」などと回答しています（全体の52％を占める）。しかし、東京のホテル利用者では、スタッフの対応について、「丁寧」「気配りができる」「積極的に荷物を運んでくれる」と言及しているのは31％にとどまりました。また、具体的な口コミの中には、スタッフがお客様に観光スポットを提案してくれたという内容もありました。ホテルのスタッフには、周辺地域の知識を身につけてもらう必要があります。このように、ホテルはお客様のニーズに応えるために、これらのポジティブなコメントを考慮して、さらに運営改善を行っていく必要があります。

![image (8)](//images.ctfassets.net/q5m53pi41ft0/3LFLijzEX1zN7JU4qWFVei/f8d7affed85b53f5295871d7d6f2578e/image__8_.png)
お客様のニーズに応えるためのスタッフの重要性　イメージ[Institute Hub.](https://www.instituteshub.com/wp-content/uploads/2015/12/Hospitality1_080612.jpg)