Digital touchpoints: Making a connection with every guest

The key to profit

You may want to get rid of plastic key cards and go fully digital, but you must assess whether it is right for your hotel. Ask yourself, does mobile key entry makes sense for your business? If so, what is the return on investment? The upfront investment covers lock hardware, integration with your property management system (PMS) and staff training, but will this offer savings against plastic key cards and reduce front desk staffing pressures? In the end, many independent hoteliers find it takes three to five years to break even.

When it comes to any guest-facing app, you must ask yourself what percentage of your target market are likely to use it. Some may not want to download yet another app, especially if they are only staying one or two nights, but the alternative is a mobile-web or QR-based entry to your digital services.

The price of a guest-facing app ranges from £1.50 to £7.50 per room per month, depending on the scope of the services provided. Implementation varies from two weeks for plug-and-play guest-info portals or chat-only modules, to two months for deeper integrations (mobile keys, customer relationship management and loyalty systems, etc).

Ensuring guests can access their streaming accounts when they are in their room without having the hassle of a manual log-in means displaying QR or pairing codes on the TV’s home screen and/or ensuring that your TV system supports casting protocols of both Google’s Chromecast and Apple’s Airplay.

To accommodate streaming, aim for a WiFi speed of at least 25Mbps per room. Use WiFi 6 or higher for better performance in high-density locations. Make the guest WiFi login page attractive and on-brand, with terms of use, optional email capture and tiered access (free basis versus paid premium) if appropriate.

Always separate guest and staff/business WiFi networks by VLANs and firewalls. This separation prevents guests from accidentally, or maliciously, accessing sensitive systems like your PMS and electronic point of sale (EPoS) system.

“Technology should enhance, not overshadow, the human touch. Invest in robust WiFi that just works, but ensure controls are simple for both guests and staff.  Data security and accessibility trump flashy features. The best guest experiences are supported by invisible technology, allowing your team to focus on genuine hospitality,” says Custódio Barreiros, founder of the EIP MGT consultancy.

The Technology Buying Guide 2026

• AI: How to use artificial intelligence to take away tedious tasks
• Booking tools: Software that eases the path to the final click
• EPoS: Ways to make your electronic payment system work for you
• Property management systems: A practical guide to choosing your next PMS
• Workforce management systems: Organise shifts, take care of HR and look after your staff

Sponsored content

• How hoteliers are rethinking PMS with Apaleo
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