eSignatures improving customer satisfaction in the hospitality industry

Learn how eSignatures are improving customer satisfaction in hospitality industry by reducing wait times, eliminating manual errors, etc.

Rachana Chotia

May 25, 2023

2023-05-25

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min read

eSignatures improving customer satisfaction in the hospitality industry

The tourism and hospitality industry contributed 1.3 trillion to the US GDP in 2021. That speaks volumes about how big a role the hospitality industry plays. However, running a hospitality business successfully is an uphill task. The success of the hospitality industry entirely hinges on good customer experience.

Customer experience is not confined to warm greetings and friendly experiences. You must be able to keep your customer happy and satisfied throughout their journey with you. To improve customer satisfaction in hospitality industry, it’s necessary to leverage technologies like eSignatures.

By incorporating electronic signatures into the hospitality workflow, hotels, and resorts can provide guests with a seamless and modern experience. Guests can complete necessary paperwork digitally, eliminating the need for lengthy manual processes and simplifying check-in.

How can hotels improve customer service with eSignatures?

The quality of customer service determines whether the customer will visit or avoid your hospitality business in the future. Hotels and travel companies that excel in delivering a superior customer experience are the ones that enjoy greater customer loyalty and profitability. One way to improve customer satisfaction in hospitality industry is by improving document and contract workflows.

Streamlined and efficient document workflows lead to a more seamless and enjoyable guest experience. Technologies like digital document management, electronic signatures, and automation can help hotels reduce wait times, eliminate manual errors, and enhance the overall efficiency of tasks such as check-in, check-out, and handling guest requests.

The hospitality industry relies on various documents that require signatures. An improved document and contract workflow, with the help of eSignatures ensures accuracy, reduces paperwork, and enhances data security, instilling trust and confidence in guests. A smooth and hassle-free document workflow ultimately translates into higher customer satisfaction, positive reviews, and increased guest loyalty.

Guest experience forms and contracts

Guest registration forms: These forms collect guest information, including personal details, contact information, and agreement to hotel policies.
Check-in and check-out forms: These forms confirm the guest’s arrival and departure, specifying room assignment, duration of stay, and any additional services requested.
Consent forms: Hotels may require guests to sign consent forms for activities such as spa treatments, adventure sports, or guided tours.
Room service orders: Guests may need to sign room service orders, verify their selections, and authorize charges.
Car rental agreements: Hotels often collaborate with car rental agencies, and guests may need to sign rental agreements specifying terms, conditions, and responsibilities related to the rented vehicle.
Loyalty program enrollment forms: Hotels and travel companies may have loyalty programs where guests can earn rewards and benefits. Signed enrollment forms acknowledge the guest’s consent to join the program and agree to the program’s terms and conditions.

Hotel 1926, a luxurious hotel and spa complex in Malta, went paperless by adopting eSignatures. Guests could easily sign credit card authorization forms electronically, eliminating the need for printing and scanning. By leveraging eSignatures, Hotel 1926 streamlined their internal paperwork, eliminated contract signing delays, and provided a seamless and eco-friendly experience, exceeding customer expectations. Read more

Event and partner-related forms and contracts

Event contracts: Hotels hosting events, conferences, or weddings often require signed contracts outlining the terms, pricing, and services provided.
Group reservation agreements: For large groups, hotels may require signed agreements specifying room allocations, rates, and cancellation policies.

Cleartrip, a leading online travel marketplace, transformed their hotel partner onboarding process using eSignatures. With faster contract setup, real-time tracking, and easy access to signed contracts, Cleartrip eliminated delays, streamlined operations, and achieved stronger partner relationships. Read more about their success story here.

Employee and vendor contracts

Non-disclosure agreements: Hotels may require staff, vendors, or partners to sign non-disclosure agreements to protect confidential information.
Employment contracts: Human resources departments require new hires to sign employment contracts detailing terms, job responsibilities, and compensation.
Vendor contracts: Hotels engage various vendors for services such as catering, transportation, or equipment rental, requiring signed contracts for agreed-upon terms and conditions.

La Cabana Beach Resort & Casino in Aruba streamlined their document workflow using eSignatures, enhancing employee satisfaction. With the mobile-friendly app, their HR department collected “instant signatures” and streamlined internal communications. Integration with Microsoft Outlook simplified their work, allowing seamless document handling and signature requests. The automation and document tracking features ensured hassle-free signature collection, improving overall operational efficiency at La Cabana. Get details here.

What are the benefits of eSignature in the hospitality industry?

eSignatures can significantly contribute to improving customer satisfaction in hospitality industry. The top benefits include:

Convenience and efficiency: eSignatures eliminate physical paperwork, allowing guests to sign documents electronically at their convenience. This streamlines the check-in process and reduces wait times.
Remote signing: eSignatures enable guests to sign documents remotely before their arrival. Guest registration and consent forms can be sent electronically, allowing guests to sign them before check-in, further expediting the process.
Enhanced security: eSignatures offer enhanced security compared to traditional paper signatures. Digital documents are encrypted and securely stored, minimizing the risk of document tampering or unauthorized access.
Accuracy and legibility: eSignatures provide clear and legible signatures, ensuring accuracy and reducing potential errors or misunderstandings.
Audit trail and compliance: eSignature platforms often provide an audit trail, capturing the date, time, and IP address of the signer. This trail of digital evidence ensures compliance with legal requirements and regulations. In the case of incident reports or consent forms, the audit trail can be valuable for liability purposes and for demonstrating compliance with health and safety protocols.
Seamless integration: eSignature solutions can seamlessly integrate with hotel systems and processes. They can be integrated with property management systems (PMS) or guest relationship management (CRM) software, allowing for seamless data capture and document management.
Environmental sustainability: Adopting eSignatures aligns with sustainability goals by reducing paper consumption and minimizing the environmental impact of printing, storing, and disposing of physical documents. This showcases the hotel’s commitment to eco-friendly practices, which can resonate positively with environmentally conscious guests.

Customer-centric innovation: Boost satisfaction with eSignatures

Meeting expectations is essential for customer satisfaction in hospitality industry, but you must go beyond the ordinary to leave a lasting impact. Exceptional customer service creates happiness and builds brand loyalty. Happy customers not only return but also become advocates for your brand.

To enhance customer experience, develop a robust strategy and leverage tools and technologies that can take it to the next level. With Signeasy, you can optimize your document workflow for your business in the hospitality industry. Streamline processes, save time, and provide a seamless customer experience.

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Frequently asked questions

Why is customer experience important in the hospitality industry?

Customer experience is important in the hospitality industry because customers are the lifeblood of the industry. Happy and satisfied customers build a loyal customer base and gain a competitive advantage. They are more likely to spend more money, make repeat visits, and refer the business to others, all of which are essential for the success of the hospitality business.

How would you make a customer’s experience better with eSignatures?

With eSignatures customers can easily sign registration forms and agreements digitally, either before or upon arrival, they can avoid the inconvenience of filling out physical paperwork and quickly and securely sign documents from their mobile devices.

Rachana Chotia

Rachana is the Content Marketing Manager at Signeasy, where she works with the product & customer teams to create content related to eSignature and contract workflows. In her free time, she enjoys going for walks, watching anime, and reading a good book.