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Why mobile-first is the new normal
The data overwhelmingly indicates a global preference for mobile interactions, and the travel sector is no exception.
Dominance of mobile usage
For most of the world population, smartphones have become the primary devices for accessing the internet, including travel research, booking, itineraries, and last-minute travel decisions.
On-the-go nature of travel
A typical traveller is constantly on the move and heavily relies on their smartphones for instant access to information, recommendations, and services.
Evolving customer expectations
Modern consumers expect seamless and intuitive mobile experiences across all industries. A clunky or non-responsive mobile presence leads to frustration and lost bookings.
Search engine prioritisation
Competitive pressure
Insights
- As of 2025, people using mobile devices contribute to over 62% of all website traffic.
– Statista
- Google’s mobile-first indexing means the mobile version of a business website is now the primary version used for indexing and ranking.
– Content Whale
The benefits of mobile-first technology in hospitality
Investing in a mobile-first strategy yields significant advantages, impacting both guest satisfaction and the bottom line.
Increased bookings and revenue: A seamless mobile booking experience directly translates to higher conversion rates and increased revenue.
Enhanced guest satisfaction and loyalty: Providing convenient and personalised mobile experiences leads to positive reviews and happier guests who are more likely to return.
Improved operational efficiency: Mobile tools for staff streamline workflows, reduce errors, and improve response times, leading to cost savings and better service delivery.
Stronger brand image: A modern and user-friendly mobile presence enhances the property’s brand image and positions it as forward-thinking and customer centric.
Better personalisation: Mobile interactions offer valuable data on guest preferences and behaviour, enabling more effective personalisation of guest service and hotel marketing.
Competitive advantage: A robust mobile strategy provides a significant edge over competitors with outdated or non-existent mobile experiences.
Ready to lead the mobile-first revolution? Transform guest experiences with IDS Next’s mobile-first tech solutions. Contact us now!
Applications of mobile-friendly hospitality
A mobile-first strategy permeates every aspect of the modern guest journey, transforming how hospitality businesses connect with their guests. It is a seamless way to reach digital-savvy travellers at every touchpoint, from initial inspiration to post-stay feedback.
Mobile-optimised websites and booking engines
Ensuring a user-friendly, seamless mobile booking experience is crucial for converting mobile traffic into reservations. Simplify bookings with clean layouts and responsive designs in websites and booking engines to adapt perfectly to smaller screens. Prioritise large, easy-to-tap buttons, intuitive navigation, one-click reservations, and simple checkout processes that minimise steps and data entry, making booking a breeze for guests on the go.
Dedicated mobile apps
Feature-rich, dedicated mobile apps can greatly enhance guest engagement and streamline their stay by ensuring a more personalised service. Think of utilising mobile solutions for contactless check-in and check-out, digital room keys for effortless access, and in-app messaging for instant communication with hotel staff. Furthermore, these apps can provide tailored recommendations and allow guests to conveniently order room service, book spa appointments, or even control in-room amenities like lighting and temperature.
Mobile concierge services
Hospitality business owners can elevate the guest experience directly through mobile channels, providing real-time assistance for directions, local recommendations, and effortless booking options for tours or restaurants. Chatbots seamlessly integrated into websites or mobile apps can offer 24/7 support and information, promptly addressing guest queries, and greatly improving convenience and efficiency. With IDS Next’s mobile-first platforms, integrating chatbots and in-app messaging becomes effortless and reliable.
Mobile payment options
Digital and mobile payment integration offers unparalleled convenience and security for guests throughout their stay. The flexibility of mobile payment options caters to diverse guest preferences, boosting speed and efficiency of transactions at check-in, for in-hotel purchases, and at check-out, for a smooth, modern payment experience. Beyond traditional credit cards, consider supporting popular options like Apple Pay, Google Pay, and other local mobile wallets.
Location-based services
Leveraging GPS technology strategically allows hospitality businesses to offer contextually relevant information and services, significantly enhancing the guest experience. For instance, sending a push notification to a guest upon their arrival suggesting nearby restaurants, hotel amenities, or special offers available within the property can be extremely valuable. This proactive approach leverages location data to provide timely and personalised recommendations, helping guests make the most of their stay.
Mobile marketing and communication
Proactively reaching guests with tailored offers, timely updates, and compelling promotions directly on their mobile devices is a powerful marketing tool. For example, consider sending targeted promotions for spa services to guests who have previously booked treatments, or reminding them of an upcoming event. Leveraging SMS, push notifications, and in-app messages facilitate direct, impactful communication, fostering loyalty and encouraging repeat bookings by staying top-of-mind.
Mobile hotel management
Empowering employees with dedicated mobile solutions significantly improves efficiency and response times, especially with the demanding nature of guest service. These tools streamline operations, reduce manual processes, and enable staff to provide quicker, more attentive service for a memorable stay. For example, IDS Next’s mobile-first solutions are designed for these requirements. FX Front Desk empowers staff to manage guest requests from their devices. Similarly, the housekeeping and guest services modules help staff members to attend to maintenance or guest request needs on the go.
Mobile-friendly experiences, more memorable stays
In a society where smartphones have essentially become an extension of the average person, mobile is no longer just a channel; it is the primary gateway for the businesses to reach out to and attract guests. For brands to thrive in the modern era, a mobile-first strategy is fundamental when engaging with, satisfying, and retaining guests. Investing in smart mobile solutions is a major catalyst for driving success and long-term competitiveness in the world of hospitality.
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Author
Senior Vice President – Sales, South Asia & South East Asia
He brings extensive industry experience and a track record of success in selling technology and services to global clients across hospitality markets. He has proven to be essential and crucial Sales personnel who is primary involved and contributing to acquiring new clients in South Asia and South East Asian regions.
