Hotels that are dedicated to providing great customer service devote a substantial amount of time and energy developing and cultivating their concierge services. The concierge desk provides valuable services to guests and can ensure that their stay is an overwhelmingly pleasant one, and in today’s digitally connected world, concierge desks must use hotel technology to their advantage. Here are three ways the hospitality industry can use technological advancements to improve the quality of their concierge services.
1) Automate Certain Tasks
Although a concierge’s main duties involve guest satisfaction, there’s often a lot of time-consuming work that goes into making a stay more memorable. While there may be no way around completing certain requests, there sometimes are ways to automate them with technology so that a concierge can focus their energies on the guests themselves. Searching and updating several databases and keeping numerous browser windows open at all times, for example, can be distracting and frustrating for both a concierge and a guest. Using technology to streamline this process and automate or eliminate unnecessary steps can be a true investment in your customer satisfaction and your employee satisfaction.
2) Improve Guest Trend Knowledge
Your hotel staff needs to have a strong understanding of today’s guest trends, because this allows your concierge to make better recommendations and provide excellent service. Understanding where customers like to eat most within your area could lead to you partner with a local restaurant for promotions. Your concierge can focus even more on returning guests by understanding their habits and anticipating their needs before they even arrive. Investing in high-tech hotel management solutions and customer rewards programs, like the SkyTouch STEP program, can allow you to take more complete and consistent notes and provide stellar service every time.
3) Increase Guest Communication
An essential component of any concierge-guest relationship is frequent courteous communication. By utilizing technology your guests use, you can improve the quality of your overall communications. When you appeal to your guest’s communication preferences, you’ll provide them with convenience and an overall better experience. Essentially, you want to make it as easy as possible for guests to communicate with your concierge (and vice versa). Embracing technology in a variety of ways can improve communication and ensure guests actually want assistance with reservations, ask questions, and more. Utilizing technology such as hotel guest messaging platforms such as Whistle can help to bridge that gap.
Hotels can’t afford to be left behind. That’s why an emphasis on technological advancements is key. To find out more about the SkyTouch Hotel Operations Platform that can help you keep your property relevant, contact us today.
