What are some ways that technology can streamline customer service in hospitality management?

While I do believe the future is automated, we need to still prioritize connection. Human connection, brand connection, the art of serving others and feeling good about doing so - connection. The back of house procedures, structured and standards are what need the smart tech. If you are at the executive, reports and data should be of the utmost importance but there should be no more than a few moments to pull and analyze this data. The future is tech, but the winners will always prioritize connection.

Hotels should 100% look to technology to reduce check-in times and increase their staff's availability to assist with their guest's needs. But technology should always be a way to support and improve the guest's experience - not replace personalized service. There are tiers of technology options available to reduce a front desk team's manual workload and increase their ability to deliver service to the guest.

Implementing user-friendly online booking platforms allows guests to make reservations easily and at their convenience. Integration with a centralized reservation system helps manage bookings efficiently and avoid overbooking.

Todas las tareas que sean rutinarias y que se puedan sistematizar deben hacerse para que nuestros colaboradores puedan enfocarse , en el caso de la recepción a prestar atención a las necesidades de los clientes y no a procesos que se puedan sistematizar. Por ejemplo los PMS pueden tomar las reservas on y off line y asignar habitaciones sin riesgo de sobreventa. Así mismo , una vez efectuado el check in el proceso de facturación debe ser automático y no depender de más intervenciones de colaboradores

As with check-in technology, mobile apps and chatbots should be used to deliver a great experience to the guest. Giving them easy access to FAQs about the property, local recommendations, and easy access to the service team. Meet your guests where they are. And most guests and heavy users of their phones.

online presnce in all platforms Guest survey,eg triplle advisor,monkeysurvey keeping data address details and following up is vital

As your guests become more focused on sustainability, smart devices can help reduce your energy consumption. Turning off lights, raising the a/c to appropriate temps while guests are gone, etc. Sustainability is almost no longer an option to be competitive. The trend is not a fad.

In my experience, social media and online reviews can be a very effective way to build a connection with your guests. Responding to reviews in a timely manner while also hearing guests' issues and feedback leads to creating a deeper connection with guests. Personally, I have in fact reached out specifically to guests who have had negative experiences in order to ensure we are given a second chance at impressing that guest. Social media is very useful for building community and connecting with guests' wants and letting them share their experience with other potential guests.

In addition to improving the customer experience, data analytics can help you identify patterns, uncover preferences, improve satisfaction, increase lifetime value, and boost customer retention.

When we talk about data, we usually think about digital collection but an overlooked aspect of data collection is a direct, staff to guest conversation. Learning about their reason of travel for THIS stay which could very well be different for their previous stay/s. Discovering a birthday, an anniversary or an interest/hobby through a warm welcoming exchange can be far more personal than using their first name in an email and the same drink they ordered 3 months ago. Its the human interaction that create rich, personal, and unique data to work with. Technology simply houses that information for others to also know.

The use of technology in the hospitality industry has revolutionized the way businesses provide customer service. For example, online reservation systems allow for a more efficient booking process, while mobile apps can provide guests with personalized recommendations and easy access to hotel amenities. Additionally, technology can streamline communication between staff and guests, leading to faster response times and improved customer satisfaction. With the use of data analysis, technology can also help businesses better understand their customers and tailor their services to meet their needs, resulting in a more positive and personalized experience for guests.