Delivering Exceptional Guest Experiences in the ‘Next Normal’

Fiserv helps hospitality businesses drive revenue, improve operating efficiency and mitigate risk. We understand the challenges that you face and the importance of being ready for the “next normal” in wake of changing guest preferences and behaviours shift.

The article covers trends and best practices to help you redefine your guest journey, from security and fraud protection, handling currency efficiently, to offering your customers the best‑in-class payment and reward options.

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We chose to partner with Fiserv for our omnichannel payment infrastructure with the objective to simplify, digitise and integrate our payment processing. Particularly with Shangri‑La’s property management system using Oracle Payment Interface, this solution offers streamlined payment processing which enhances operational efficiency for our staff with greater convenience for our guests at every step of their engagement with us, so we can dedicate our resources and focus on what is important – delivering world-class hospitality and more personalise experiences for our guests.”

Ann Lin Khoo
Vice President – Finance, Treasury Management, Shangri-La International Hotel Management

Preparation for Post-COVID-19 Recovery
Build Trust
  • Intensify cleaning protocols, especially in high-touch areas
  • Reorganize common spaces into more compartmentalized environments to observe social distancing recommendations
  • Implement new service protocols that emphasize safety, for example, leave a branded face mask instead of chocolate on the bed
Cater to a New Marketing Mix
  • Target the right demographics with the right messaging and packaging, for example, demand from local market is expected to pick up before fly-in
  • Launch an email campaign to prompt cancellations to rebook with an added complimentary bonus perk
  • Implement a flexible cancellation policy to encourage bookings
Communicate effectively
  • Communicate health and safety standards regularly with guests, to build and even rebuild your community and their trust
  • Implement temporary signage to provide visual cues that let guests know that sanitation is a priority
  • Use all channels available (website, social media, email) to relay your empathy towards your guests’ concerns
Update Website and Online Presence
  • Keep your website updated and relevant, especially the FAQ page, providing a list of services open (including business hours) or affected by the COVID-19 situation
  • Update Google My Business, Facebook, Instagram pages, and communicate with ‘Top of the page banners and pop-ups’
Enhance Guest Experience with Technology
  • This is the right time to make the move to automation and implement new technology
  • Ensure efficient processes, from getting a new guest through your website to the check-in process and the post stay email
  • Consider fully digital check-in options with pre-arrival web check-in or by kiosk at reception
  • Include touchless and voice-activated systems and ways to wirelessly connect directly to in-room and guest services
  • For example, hotel-specific apps will enable guests to use smart devices to enter rooms, access amenities and control functions from turning on the lights to setting the in room thermostat
  • In-room media should allow guests to leverage robust intranet technology to conference, do business and host virtual meetings
Work with a Trusted Integrated Payments Provider for the Hospitality Industry

As an Oracle Validated Integration partner, we offer an integrated solution for the hospitality industry that eliminates the need for extensive integration effort with Oracle Property Management System (PMS), leveraging the latest Oracle Payment Interface (OPI) with tokenisation support. The solution offers an elevated experience for guests and also allows hotels to manage payments centrally, simplifying the operations and reconciliation process for front-line and back office staff.