Tech Talk

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Definitely Doug 6/9/23: Hotels Fighting Trafficking: The Role of Technology
Posted: 06/09/2023

This week I want to address an important issue for the hospitality industry, albeit one that technologists have not historically had on their radar. They can potentially play a significant role in addressing the issue, which is human trafficking, and more specifically sex trafficking.

In my last column, I reviewed some key trends in autonomous mobile robotics for hotels, and dove into three categories of delivery robots in more detail – room delivery, food delivery, and heavy-lift robots. This week I will round out the topic with several other robot types and applications, as well as general guidance for evaluating, acquiring, and adopting mobile autonomous robotics. If you have not yet read part one, I recommend going back and doing so before continuing below, as some of the introductory material is important background to what follows.

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Best Practices for Hotel & Resort Operators in Pool Season 2023
Posted: 05/25/2023

With the arrival of warmer weather and summer fast approaching, hospitality operators are gearing up for another pool season. This year, technology is at the forefront of driving booking revenue and taking operational efficiency to the next level. Modern technology platforms (such as hospitality’s newest technology category – the Property Experience Management System or PXMS) are providing brand new capabilities that unlock new strategies and approaches to filling the pool with satisfied guests.

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The Growing Role Technology Plays in Hotels and Restaurants
Posted: 05/25/2023

In the past few years, hotels and restaurants have grown into hubs for entertainment, leisure, and human connection. In an effort to best serve their guests, operators have begun rethinking their technological investments and working to adapt to recent shifts in consumer preference and operations. To ensure that guests have the best on-site experience possible, brands are increasingly looking to new technologies to make their experiences more convenient and comfortable. Advanced property management systems (PMS) and point-of-sale (POS) systems can increase operational and staff efficiency, while also meeting changing customer expectations for a high-value but relatively low-touch experience.

This week I will return to a topic I have covered before, because it has, within the last 12 to 18 months, become one of the hottest-growth categories in hospitality technology. That topic is autonomous mobile robots – specifically, ones that can move around the facility as well as perform specific tasks. Many of these products were launched pre-Covid but were often seen at the time as more of a marketing gimmick than a legitimate operational solution.

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Seven Simple Ways to Use Text Messaging for Hotel Customer Service

09/11/2017

by Ken Rhie

Great service is paramount, and text messaging makes it easier to run your hotel and keep your customers satisfied. You can integrate exclusive hotel features in your messages, and keep guests notified about what is going on in the area. Once you implement a text messaging platform, you will be able to reach guests no matter where they are. Text messages are opened more than 98 percent of the time, and it's the fastest way to reach your customers.

1. Confirm Reservations
Confirming reservations for your hotel guests has never been easier with the implementation of text messaging. Guests can make a reservation to stay at your hotel, or to eat dinner at your restaurant. A confirmation text can be sent out to let your guest know you have received their reservation. This makes your guest feel confident in your business and that their reservation is fully reserved.

2. Answer Questions with Mobile Live Chat
With mobile live chat, you can communicate with your guests at all times through a mobile device. Customers want answers, and they don't want to wait for your hotel to provide an answer through email. With real-time messaging, hotel guests can ask questions and get an answer right away. It can be used to contact the front desk, or to ask questions about the hotel reservation. It's another way to communicate with guests and potential guests that will give you an edge in customer service.

3. Offer Tips and Advice to Guests
When there are favorite spots to visit within reach of your hotel, you'll want to let guests know. If there is a special event going on, share this information through a text message. When your guests feel as though you care about their entertainment, they will feel well taken care of. Share news of the day, or let your guests know what the weather is going to be like.

4. Let Guests Order Room Service
When you offer room service to your guests, you can make the experience even better by allowing guests to order food through text messaging. It's a convenient way to order food, and perfect for guests who speak English as a second language. This allows guests who may need extra time to order to place an order easily at their own pace.

5. Get Guest Feedback Through Text Messages
When guests check out, you can send a link for feedback about their stay. Guests are more likely to answer a text message than an email, and this means you will get the feedback you are looking for. In addition, guests can answer a survey on their cell phone while sitting at the airport or riding as a passenger on the way home.

6. Welcome Guests to Your Hotel
First impressions are key and text messages can help you establish a healthy relationship with your customers from the start. A quick message to a guest that just checked in can make your guest feel welcome. Say hello in your message and offer tips to your guest to make their experience wonderful. It's easy to send a message and it is a way to provide high quality customer service.

7. Provide Two-way Communication
Let guests know that they can ask a question any time through text messaging. You can send a text saying hello, and remind guests that they can ask you questions by texting you back. This is the perfect tool to communicate with your guests about any possible problems. Two-way texting develops trust within guests that they can ask any question and get an answer right away.

It's easy to use text messaging to provide high quality customer service to your hotel guests. Whether you simply want to say hello, or you want to offer exclusive deals to your guests, text messaging is essential. If you want to stand out in the hotel industry, it's time to implement a texting software to communicate with guests.