When it comes to Knowledge, it’s not just about what you learn; it’s about creating experiences that result in action.

This is the introductory blog in a series from the Knowledge Services team. In the next few posts, we will discuss how we work within SkyTouch® and how that is reflected within our core values: Innovation, Agility, Accountability and Collaboration.
So why does Hotel Operations Knowledge Services exist? Working alongside the Implementation and Training teams, it is our job to educate the hotel management and hospitality staff on the SkyTouch® solution. We also educate SkyTouch Technology team members regarding new customer needs that arise through our interactions. We are part of an integrated solution for hotel and brand owners, connecting guests, hospitality professionals and SkyTouch developers.

According to Merriam-Webster dictionary, Knowledge can be defined as «the range of one’s information or understanding.” For us, Knowledge is only valuable if we make it transferable into concrete actions, skills and behaviors that our users, like general managers, front desk receptionists, and auditors, can rely on.

As of today, our content creation is SkyTouch Hotel OS-centric. Most of our resources are spent on improving efficiency in an industry with a turnover of almost 30%. Some studies show that retention barriers are due to a) lack of trust in leadership (11%); and b) career progress (21%). Just by improving those two items, we can lower the turnover by 10%. These can actually be affected not only with training programs, but by facilitating development plans to increase effective system-based and relationship skills.
Our work in Knowledge Services cannot be viewed as it defined by Encyclopedia writers (Like Diderot in 1751), nor as Wikipedia (Crowd sourcing since 2000). We are actually at the crossroad between those two approaches. We create content the orthodox way and we gather requests from current customers. We follow a top-down approach when gathering information and interact with real-life protagonists–the receptionist, the maintenance manager, the sales manager–to learn first-hand about their everyday situations. We listen to them and their needs, try to extract their implied knowledge, and give them life so our users can further make use of the SkyTouch Hotel OS™ solution.

More to come! Stay tuned for our next blog post linking Knowledge Services and our first core value, innovation.