With advanced technologies that are still revolutionizing the hotel industry, it is impossible to deliver improved guest experience without the help of accurate tools and transforming technologies that support the trends in CRM.
FREMONT, CA: Hospitality is known as a people industry. Especially in the guest communications space, meaning that nothing will make the customer feel more confident in a hotel's follow up activities than direct interaction with an in-person agent. But, at present, it is impossible to deliver excellent guest communication with a supportive apparatus of several kinds of technologies. This is due to the enhancing customer conditions and exceedingly fast service. For this, rather than replacing the front office team, its better advisable to the industry to adopt better-evolving technologies. Given below are some of the aspects to know how technology can enable the management and other employees to enhance their guest expectations.
Anywhere at Anytime
Working remotely is one of the trends hospitality cannot ignore. With the expectation for quick answers to guest questions, the management must look into platforms that can route all incoming messages to a single dashboard so various team members can respond from their apartments at any time of day or night.
Increasingly recovery with mid-stay satisfaction
This means that if the guest didn't get the best practices ad experiences at the property, how the hoteliers can change their minds when they have already left the hotels? The management can consider sending the guests a quick survey after check-in or at the end of the first night so that the negative reviews can be pushed off and remedied before departure.
With the services racing, the hoteliers ensure no longer let any requests get congested by a lack of communication between various siloed platforms, not only to enhance team efficiency but also to reduce errors and increase personalization. Customer service reps should be able to quickly push the important messages and information to other departments like housekeeping or maintenance as well as to the CRM.
In 2020, the industry focuses on enhancing the guest expectations and communication transition from value-adds to effective service delivery. For the companies that have not even started spending money on increasing the CRM, it is advised to set aside some budget for the platforms that can address these above-given points.