All hotels know the importance of delivering a great guest experience. Yet the explosion in digital communication makes it a huge challenge to do this on a consistent basis.
Hotels are bombarded with requests from countless channels as guests get in touch via phone, email, messaging platforms, mobile apps and social media. Staying on top of this (and trying to offer great face-to-face service at the same time), means it’s easy to get overwhelmed.
The reason it’s overwhelming is that some hotels still rely on old-fashioned manual processes to track service requests and assign tasks. A survey from Software Advice found that 25% of U.S. hoteliers still rely on pen and paper to manage their properties. A further 16% admitted they had no system in place at all.
Unsurprisingly, this paves the way for mistakes and inefficiency.
Relying on fragmented technology creates similar headaches for hoteliers. If staff are using different systems to track progress on tasks and guest requests, it’s easy to see how errors can be made.
Management are also left with a limited overview of operations, and lots of unanswered questions. Are staff being as efficient as they can be? Are guests receiving the high level of service they expect? Is the brand promise being delivered consistently? It’s incredibly hard to know these things when information exists on paper, or lives on multiple systems.
Automation requires an industry-specific tool that acts as a central resource for all departments. This kind of technology can carry out a number of roles, including tracking requests from guests, automating and streamlining hotel employee workflow to increase efficiencies, reducing costs and personalizing the guest experience.
