Nederland
Articles about the “reception of the future” are published regularly. Very often this revolves around digitization (for example replacing a counter with employees by digital kiosks), discontinuation (no reception check-in) or a futuristic interpretation of the furniture. This mainly concerns the check-in process This while the reception can play a much broader role in the customer journey of the guest. In short: it is time for a reorientation on the role of the reception in the future.
Functions and personal attention
However, the reception can fulfill even more functions. In addition to checking in and out, the reception is often the location where guests can go for first aid on arrival, questions or complaints, booking certain services, ticketing or information about the area. In some places, the reception performs combination functions, such as a bar, lobby or a shop with a limited range.
Integrate the environment into the accommodation
However, in 9 out of 10 cases, receptions remain boring places with a business-like appearance. That is striking, because “experience” has been an important creed in the tourism sector for years. It is a matter of waiting for the first reception, which will mainly focus on inspiration and excellent service in the periods outside check-in and check-out, and will also make this explicit in the appearance, telling stories and interactions. This not only offers opportunities for the experience and inspiration of guests, but also for upselling products and services at both the park and the surrounding area.
Finally: we are still talking about “the reception” here. With the reception’s changing role due to increasing digitization, it may no longer be necessary in the long term to locate it at the entrance. This can create an alternative inspiration and service point at a different location in the accommodation.
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