Digital Transformation in HoReCa: How Mobile Apps and Websites Boost Revenue and Improve Customer Experience

Digital transformation is radically changing the hospitality industry (HoReCa), affecting all aspects of operation — from management to customer interaction. One of the key elements of this transformation is mobile apps and websites, which play an increasingly important role in boosting revenue and improving the customer experience.

1. Convenience and 24/7 Access to Services
Mobile apps and websites provide users with 24/7 access to services. Guests can book tables, rooms, or order food directly from their phones at any time. This enhances the comfort and satisfaction of customers. As noted by McKinsey research, 80% of users prefer to book services online when given the opportunity. A convenient and functional website or mobile app reduces the time a customer spends searching for information, increasing conversion rates.

2. Personalization and Enhanced Customer Experience
Mobile apps allow businesses to collect data on guest preferences, enabling them to offer personalized services. This could include recommending dishes based on previous orders or offering individual promotions based on visit frequency. Personalization makes interactions with the brand more meaningful for the customer and increases the likelihood of repeat purchases. According to Accenture, 91% of users are likely to choose brands that offer a personalized experience. This not only boosts customer loyalty but also increases the average check.

3. Enhancing Operational Efficiency
Integrating mobile apps and websites with internal management systems helps automate processes — from booking to order management. This reduces errors and speeds up service. For instance, automating orders and payments through mobile apps helps cut wait times in restaurants and improves the organization of customer service. Deloitte research shows that automating restaurant services can increase operational efficiency by up to 30%. Fast and seamless operation is essential not only for guest comfort but also for increasing establishment revenue.

4. Improved Interaction Through Omnichannel Solutions
Digital transformation allows HoReCa businesses to utilize omnichannel solutions for customer interaction. For example, a visitor can start a booking on the website and then continue it through a mobile app or chatbot. This approach makes interacting with the brand more flexible and accessible. McKinsey research confirms that omnichannel strategies increase customer loyalty by 20%, directly impacting revenue growth.

5. Increasing Revenue Through Online Orders and Loyalty Programs
Mobile apps provide new channels for increasing revenue through online orders and loyalty programs. Using mobile platforms, establishments can offer special discounts, bonuses for repeat orders, or for referrals to other users. This encourages customers to place more orders and return more often. According to Paytronix research, using loyalty programs in mobile apps increases purchase frequency by 30%. Moreover, online orders typically lead to higher average checks, as users are more likely to add items to their cart without time constraints.

6. Feedback and Service Quality Improvement
Mobile apps and websites simplify the process of gathering customer feedback. Guests can easily leave reviews directly in the app, helping businesses promptly address issues and improve service quality. Reviews integrated into the platform help maintain high service standards and attract new customers. According to BrightLocal, 87% of users trust online reviews as much as personal recommendations.

Conclusion
Mobile apps and websites are becoming indispensable tools for digital transformation in HoReCa, helping boost revenue and enhance the customer experience. Personalization, ease of use, and process automation lead to increased customer loyalty and profitability. Implementing digital solutions not only streamlines guest interactions but also opens up new opportunities for business growth and development in an evolving market.