4 Pillars of a Guest-Centric Cloud PMS
July 19, 2021
Technology’s role is to empower your staff to deliver exceptional service, while always keeping their primary focus on the guest. —Justin DeRise Great technology empowers
5 Ways Hotels Can Use Technology to Provide Better Customer Service
With the right hotel tech, customers can complete the registration process remotely, self check-in, access their room & more.
—Justin DeRise
Technology has changed the way we travel. Travelers today, regardless of which generation they are a part of, carry and use mobile devices, they crave convenience, automation of pretty much
everything, oh and an experience built around them. Not much to ask, right? Well, with the right technology you can provide better customer service. Here are five such ways:
(1)
Serve guests more efficiently
Well-executed operational functions are a key determinant of whether a guest’s stay meets their expectations and whether they check out satisfied. The right technology can augment your staff making it possible to operate a complete guest centric approach. With a cloud based mobile PMS hoteliers have the flexibility to efficiently run services and operations of their hotel remotely. Staff are free to
move around the hotel servicing guests directly resulting in more face-time and enhancing their overall guest experience. Similarly, a mobile housekeeping solution synchronized with the front desk can update room status in real time letting front desk personnel know when guest rooms are ready, helping to expedite the check-in service and deliver a more efficient customer service.
(2)
Allows guests to help themselves
These days, customers want to travel as efficiently as possible.
They are more hands-on and have a desire to be self-sufficient and retain greater control of their stay. With the right hotel tech, customers can complete the registration process remotely, self check-in, access their room, keep track of their expenses, settle their bill, along with a host of other services that they might choose to engage in such as making a
reservation at your hotel restaurant or appointment at your spa facilities. Offering your guests self-service options doesn’t replace the customer service traditionally provided by your staff, but instead satisfies an expanded definition of customer service now grounded by the conveniences of the instant gratification economy.
(3)
Guestroom Automation
In-room automation has potential to elevate the guest room service autonomously but at the same time also allows guests the freedom of creating their own environment – such as controlling room temperature, lighting, access to streaming services like Netflix or Hulu, music streaming services etc. Similarly, automation allows you to
automate mundane operational tasks. Staff no longer spend time manually inputting or completely tedious repetitive tasks which not only reduces manual errors but it allows your hotel to spend more time creating a positive experience for your guests and thus providing a better customer service.
(4)
Enhances Communication
There are approximately 5 billion people worldwide using messaging as a key way of communicating. Whatever the service used, most of us are fully hooked on messaging both in our private and professional lives – So it’s not overly surprising that guests report significantly higher satisfaction ratings when using instant or direct messaging channels to communicate with their hotel. Today’s travelers want their hotel stay built around their changing needs, including a desire to communicate on their terms.
Implementing messaging technology makes it both more convenient and a practical option for guests to get in touch with any queries and likewise it enables staff to respond directly and resolve issues quickly, heightening the guest experience and making them feel valued.
(5)
Facilitates Personalization
Another way to deliver great customer service is through personalization.
Personalization has become key make your guests feel valued. Using the right hotel technology and software, hoteliers can track, record and collate pertinent guest stay information, everything from service purchases, to amenities used, frequently visited locations, their food and music preferences, even down to the pillows they like. Utilizing this data effectively hoteliers can anticipate guest needs and provide a more personalized service elevating the overall customer service experience.
And, on top it off, according to a study by Qubit, brands that create personalized
experiences by integrating data and advanced technologies are currently achieving revenue increases of between 6% and 10%. So not only will you have happier guests but a healthier bank balance too.
Delivering top-of-the-line customer service is the best way for a brand to retain a greater share of the market. As technology continues to advance hoteliers will find new ways to interact with guests more efficiently, anticipate their needs, and provide the best customer service possible.
