Using technology to lend a helping hand
Have you noticed how often technology companies debunk the fear of technology dehumanizing the guest journey by claiming that it empowers teams and businesses to work smarter, be efficient and have more time for staff to spend with guests. Let’s examine this further.
Today’s technology does lend a helping hand. The long-standing (pun intended) tradition of facing a physical barrier (front desk counter), demarcating which side the guest should stay whilst the front desk team remain captive on the other side has been shattered – thanks to Cloud technology. Now, receptionist can go and meet, seat and even sit with guests, and as they sip their welcome drink, check them in with a tablet. This setting encourages more time to communicate and engage with the guest.
Another option that offers various advantages such as reducing waiting times and increasing both guest satisfaction (to some) and cost savings is to entirely digitize the check-in and check-out process, This even allows hotels to offer check-in at night without requiring night reception staff. Self check-in /out technology is good for ensuring a speedy and comfortable arrival and departure. Remember though, that a terminal for self check-in is mostly limited to this single function.
It may appeal to business people and digitally savvy guests, who desire quick room access, but not to those who continue to seek personal contact, and above all, detest checking-in or – out, anonymously.
One solution is to provide guests the option between automated self-service and a personal check-in and/or check-out at the reception, so that the benefits from automation and a personalised service is enjoyed by those who seek one or the other.
Extraordinary hospitality normally stems from extraordinary workers. Perhaps more than any other industry, our industry relies on the human touch to curate and deliver memorable experiences. One of the proven methods of enabling one’s team to do exactly that is to empower employees.
Empowerment is not only about giving staff the freedom to take certain decisions on their own. It is also all about giving your teams the ability to work effectively, whether that’s through smart software or improving trust and engagement.
To avoid arbitrarily purchasing new yet unnecessary technologies, or being seduced to every new trend that is marketed, it is vital to ask yourself: What are the needs of modern hotel guests? What do my guests want? What does it take to exceed their expectations?
Don’t forget to talk to your staff as well, before taking decisions. No one understands the pain points of daily operations better than the people in the trenches. Ask your team what part of the job frustrates them the most and what could be done to improve their workflow and workload. This encourages your team to take ownership over their roles, which is a great source of empowerment, aside of obtaining their ‘buy-in’ when introducing new technology.
Ilzaf Keefahs is a freelance writer who enjoys focusing on hospitality related matters that he is passionate about, and likes to share his views with hoteliers and customers alike. He delves into the heart of hospitality to figure out both customer service and consumer trends that impact the industry
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