2021 Hospitality Benchmark Report: Mobile and Contactless Maturity Analysis
Mobile and touchless options are now a given for hoteliers. Guests expect them and staff need them to work efficiently. Embracing such innovations brings benefits to every step of the guest journey, improving operations and elevating service to new heights. Oracle Hospitality partners with research firm Capstone Insights to deliver a comprehensive report on the path forward for hospitality.
Key findings of the 2021 Hospitality Benchmark Report
66% of respondents
said they effectively promote their mobile applications and rely on it for conveying guest communications and handling requests in real time anywhere on property
52% of respondents
reported they had recently introduced mobile guest messaging services or were currently working to implement them.
47% of respondents
already offered contactless payment options at check-in and many were introducing the throughout the guest journey. In fact, only 11% of respondents did not offer contactless payment options for on-site dining.
What benefits do we expect from mobile investment?
Overall
Nearly 77% of respondents agreed or strongly agreed that it would improve customer experience.
Prearrival
Nearly 70% of respondents reported using pre-arrival communications to provide highly-personalized information, including property wellness guidelines and updates on check-in procedures.
Check-in
88% of respondents reported creating room keys in advance, which was the most popular check-in adjustment.
Stay
67% of respondents reported using text messaging or other mobile options to communicate with guests, field requests, or even schedule housekeeping services.
Food and Beverage
About 90% of respondents reported using waitlist and table management technology to comply with municipal social distancing requirements.
Checkout
Checkout provides an opportunity to leave guests with a lasting good impression. Mobility can play a vital role in achieving that goal.
Read the full report for more survey results.
Explore the regional infographics for a deeper dive into trends by country
Trends for Australia (PDF)
When asked about use of mobile during check-in and at on-site restaurants, Australian respondents were much more likely to agree or strongly agree that their systems were “state of the art” than respondents from other regions.
Trends for Germany (PDF)
Compared to all other countries (UK included), Germany demonstrated the highest level of facility updates related to COVID-19.
Trends for Hong Kong (PDF)
Respondents from Hong Kong were more likely than average to have mature mobile strategies in place, but hesitated to strongly agree with mobile savviness statements.
Trends for Japan (PDF)
Japanese respondents were more likely than average to mention reduced operational cost as a top value driver, but also prioritized guest satisfaction.
Trends for Mexico (PDF)
The perception of mobility’s impact is higher in Mexico versus other surveyed countries, with a much higher percentage of respondents strongly agreeing with statements about value drivers.
Trends for United Kingdom (PDF)
Respondents from the United Kingdom were 10% more likely to focus on minimizing contact as a first priority for mobility.
Trends for United States (PDF)
Respondents from the United States placed higher importance on increasing guest satisfaction than reducing operational costs compared to other countries.
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