Today’s hotel guests crave convenience, automation of pretty much everything, and an experience built around them. Tall order, right? Not with the gift of modern tech at your disposal. Read on for our top five ways tech can solve the most common hotel customer service headaches.
1. Enhance communication with desk extension apps
Quick communication is one of the most ubiquitous demands of the modern hotel era (especially among younger guests). And with hotel customer service headaches arising from the lack of communication, hotel tech seeks to solve these issues.
Apps like ALICE, custom-tailored for the hotel industry, allow your guests precisely that luxury. ALICE and its counterparts (such as Tourismart) act as communication hubs between guests and staff. Guests can use the app to request room service, amenities, or even get in touch with the maintenance team.
2. Give your guests the gift of time (through automation)
Automation gives your guests more of the one thing we all want: time. The revolutionary Henn Na Hotel in Japan harbors the ambitious aim of being completely run by robots. They even have a robotic arm in the luggage room. Human error has been slashed, so guests have a truly memorable experience, and time is saved on all sides.
Too far-flung? Consider taking a lighter tack, vis a vis Hilton’s robotic concierge, Connie. Instead of having a (human) concierge look up the latest restaurant in town, Connie uses AI and machine learning to figure out recommendations in seconds flat.
3. Never get lost in translation again
If a guest’s first impression of your hotel includes linguistic difficulties, you can say goodbye to any future business of theirs. But fret not. Odds are you have the perfect fix within arm’s reach, all thanks to hotel technology
Smartphones have infiltrated our culture so completely that many hoteliers are using them as staff tools to overcome guest language barriers. Choose from staples such as Google Translate, or market newcomers like iTranslate, which translates into 90 different languages.
In the hospitality industry, mutual comprehension is the bedrock of a positive experience. You can remove the potential for hotel customer service issues and language barriers with these translation apps.
4. Incorporate NFC technology for payments, room keys, and more
Wouldn’t it be great to solve potential hotel customer service issues with just your cell phone? Near field communication (NFC) technology facilitates the transfer of data between two devices in close proximity to one another. With the right hotel tech, customers can pay for their room at check-in simply by touching their phone to their credit card.
NFC offers hoteliers a simple solution for payments. With the advent of Apple Pay and other payment apps, guests can easily pay for things on the go. NFC can also be used for room keys. Guests can check-in remotely and use your branded hotel app as their room key. This not only gives them the freedom to check-in at their leisure, it allows you to get ahead of hotel customer service issues by limiting the potential for frustrated customers at check-in.
5. Offer entertainment on your guests’ terms
As you might expect, guests are increasingly utilizing their own devices for entertainment, rather than in-room televisions and amenities. To be more precise, according to a Smith Micro Software survey, 81% of respondents said that access to mobile entertainment at hotels was a major priority.
You could offer proprietary access to streaming services like Netflix or Hulu while your guests are connected to your network or even music streaming services.
The trick here lies in due diligence. Figure out what your guests value, and give it to them on their terms.
These are just five ways to use tech for hotel customer service. Tell us how you use it! Leave us a comment or join us on Twitter.
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