Memories that Matter: Hotels Revolutionize the Guest Experience with Digital Signage

For hotels, the guest experience really is everything.

And as the sector becomes more and more competitive—and as guests increasingly influence others by talking about their experiences through review sites and social media—properties must take every opportunity possible to deliver exceptional levels of guest experience for repeat and new visits and positive reviews. 

Delivering an exceptional guest experience creates memories that matter long after check-out. We’ve all been there. We’ve been to a hotel or resort where we had a great time, where the staff was friendly and efficient, where we ate well, had fun, and the atmosphere was awesome—and as soon as we checked out, we wanted to go right back there! Not only that, but we also told our friends about it.

It’s the virtuous circle of hotel hospitality.

While a hotel’s people—everyone from high-profile front-of-house to rarely-seen kitchen or backroom staff—are pivotal at every point of that circle for the creation of an awesome guest experience and wonderful memories, technology is playing an increasingly significant role, as it is in almost every aspect of our lives.

And of the full technology menu available for hotels today to enhance what their people can deliver in a uniquely human way,digital signage is in a league of its own because of its immersive nature and the wide range of communication challenges it can solve.

This is important because a sector that is so enormous and growing so quickly—valued at just under five trillion U.S.dollars globally this year—needs every tool in its armory to give it an edge. One of the key tools for a positive guest experience is the personal touch and personalized messaging, which digital signage is ideal for.

We almost take it for granted today when we check into our hotel room that there’s a personalized greeting on the guest-room TV. But that’s only the tip of the iceberg—the hospitality industry thrives on creating multi-layered lasting memories for guests. From the moment they step into the lobby to the time they check out; every detail contributes to the overall experience.

But in an age where travelers are bombarded with information and seek personalized experiences, traditional methods of hotel communication are no longer enough. This is where digital signage emerges as a game-changer, transforming the guest experience by delivering dynamic, interactive content that informs, entertains, and creates lasting positive impressions. Yes, it’s the memories that matter.

Before we dig deeper into the ways digital signage can contribute to an exceptional guest experience, it should be noted that it can also play a significant role in delivering a great employee experience.

Indeed, few would argue that ensuring that you get your employee experience right is the essential first step to being able to deliver the type of guest experience you need to be successful in any customer-facing business, particularly in the hospitality industry.

At Poppulo, we’re keenly aware of this because we partner with some of the most successful global hospitality players, such as the Hilton chain of hotels, where digital signage plays a key role in delivering benchmark guest and employee experiences. But more on that later.

First, let’s delve into the essentials of hotel digital signage.

From First Impressions to Memories that Last

Even before check-in, strategically placed digital screens can help guests feel welcome as well as showcase the various amenities the hotel has to offer. From check-in until departure, digital signage can act as a 24-hour virtual concierge, readily providing all sorts of information about the hotel as well as local attractions.

Beyond Announcements: A Platform for Engaging Content

There’s far more to digital signage than displaying static messages. Hotels can leverage digital signage to create a platform for engaging and visually captivating content that caters to a diverse guest base:

• Personalized Greetings: Leverage guest data to display personalized welcome messages or special offers, fostering a sense of connection and exclusivity.
• Interactive Wayfinding: Utilize interactive maps and touchscreens to help guests navigate the hotel complex effortlessly.
• Destination Inspiration: Inspire guests with captivating visuals and video walls that highlight the hotel’s amenities in a highly immersive way, as well as the city's cultural attractions and historical landmarks.
• Local Recommendations: Showcase curated lists of nearby restaurants, bars and attractions, and hidden gems, allowing guests to explore the city like a local.
• Real-Time Information: Display flight schedules, weather updates, and local transportation options, empowering guests to plan their stay efficiently.
• Art and Entertainment: Transform lobby spaces into mini art galleries by displaying local artists' work or curated photography exhibits. Additionally, digital displays can be used to entertain guests with live music feeds, sporting event updates, and more.

Urgent Safety Messaging

Digital signage is also an almost peerless communication tool for hotels that need to get urgent messaging to guests quickly and clearly across what in many cases can be very large hospitality complexes. Take, for example, the HiltonHawaiian Village Waikiki Beach Resort in Honolulu.

One of the largest hotels in the world, with 3,386 rooms spread over its 22-acre footprint, the complex also sits in a part of the world prone to tropical storms and other potential natural disasters, so the ability to urgently inform all guests of any danger is paramount.

This led Hilton Hawaiian Village Waikiki Beach Resort to deploy digital signage powered by Poppulo across the entire complex, underpinning its commitment to guest safety as an integral part of the customer experience.

Of course, in addition to guest safety, the resort's extensive digital signage network also fulfills the many added benefits mentioned above.

Driving Event Bookings and Return on Investment

To highlight just how versatile digital signage is for hotels today, the Hilton chain’s complex in San Fransisco’s Union Square illustrates how it can be leveraged to drive revenue as well as deliver a memorable guest experience.

The hotel initially deployed digital signage powered by Poppulo Harmony to help guests navigate its three towers at the Union Square complex. The signage network was extended when Hilton Union Square’s Parc 55 was built.

Once the wayfinding challenge was solved for guests, the hotel successfully leveraged its digital signage network to further drive an important revenue stream: event bookings. You can read more about how this was accomplished here.

If you would like to find out more about how Poppulo Harmony’s digital signage can enable you to deliver exceptional guest experience and also drive revenue, we’d be delighted to help. Contact us here and we’ll be in touch!