The Role Of Service In The Hospitality Industry – From cleanliness to how much you care for them after their stay, your guests remember everything. Therefore, improving customer service in 2022 would require much more than simply offering a free fruit punch on arrival. By the end of this post, you’ll have a checklist of what areas need improvement!

As the sun sets on another year, the hospitality industry is gearing up for a whole new year with renewed hope and vigor.

The Role Of Service In The Hospitality Industry

If we want to highlight the most important aspect or issue related to the industry, it is probably the attempt to improve services for hotel customers in the coming years. Due to the customer-centric nature of the industry, it is only natural that customer service is the area that is emphasized the most. Hospitality establishments must always be at the forefront of the rapidly advancing industry with changes in every possible sphere. However, it is important to remember that customer service is not a single element, but a combination of elements that ultimately contribute to the end product of great service.

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The ongoing pandemic has also paved the way for various technological innovations that can lend a helping hand to the otherwise bleak scenario. Things like guest messaging, online reviews, and online reputation management are some of the key ingredients that are important to providing outstanding customer service. The new era of hospitality will depend heavily on this evolving technology. Therefore, in order to improve customer service, these aspects need to be looked at closely.

Communication is often considered to be the cornerstone of the hospitality industry, as it is one of the items with the potential to make or break your business. Guest satisfaction can be viewed as a list of steps and processes that aim to provide guests with a memorable experience during their stay at an accommodation of their choice. In other words, guest satisfaction is achieved when guests’ expectations meet the quality of services provided by hospitality establishments.

The quality of service and brand value of any hotel is measured solely or depends on the level of satisfaction achieved by its guests. The main objective is to provide memorable customer service, generate revenue and remain profitable at the same time. Even though small gestures are still important for any hotel, they may not be enough to improve hotel customer service. To grow and thrive in one of the most competitive industries,

Today’s guest expectations mainly revolve around a personalized experience along with a memorable and comfortable time. In their quest to provide a top-notch and hassle-free guest experience, and to achieve this goal, hotels are leaving no stone unturned. The significance of guest satisfaction is greatly amplified when we consider that it is directly correlated with online reputation which, in turn, is responsible for highlighting your organization in a positive light. The aspect of guest satisfaction is considered to be at the heart of the industry’s objective as it aims to provide the following benefits:

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The emergence of Covid has disrupted the world economy and in turn has affected the hospitality sector enormously. As we move into another year, learnings from working in times like this, questions like

However, the nature of the industry is customer-centric, as it primarily depends on face-to-face interactions, physical presence and a more personal touch. Due to the physical distancing rules in place worldwide, the challenge is to provide high quality services while respecting the various health guidelines that are being implemented. However, the optimal use of technology is the future and tools such as automated or guest messaging, AI or artificial intelligence and the use of robots, among others, have the potential to provide a much-needed boost to hotels to improve their performance and generate income regularly. .

Personalization is key to success and with technology like guest messaging, top customer service can be easily delivered without interfering with health protocols and amid growing demand for contactless services.

Also, in order to provide a satisfactory guest experience, you must be able to anticipate their needs and have a deep and thorough understanding of the modern trends related to this in order to improve the hotel’s customer service. However, before we delve deep into the world of contactless technology, let’s take a look at the basic question:

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Contactless customer service primarily eliminates the phenomenon of human contact either partially or completely. According to various health protocols related to customer safety, traditional face-to-face communication increases the risks of contracting the virus. In such a scenario, contactless technology can be of great help. Customer interactions with the hotel at various checkpoints can be optimally designed to be digitally managed, providing customers with a secure, hassle-free, seamless and hassle-free experience.

The different stages a customer goes through, right from the first point of contact to booking a hotel room, from check-in to check-out, contactless hospitality solutions have the potential to increase operational efficiency while maintaining time brand name. According to a study,

70% of millennials would rather have a contactless hotel experience. With Gen Z customers, this percentage is even higher.

One of the great advantages of implementing a contactless service is that it does not require you to remove the aspect of personal touch. It helps you provide a more enjoyable and personalized experience for your guests and in turn helps you improve your hotel’s customer service. Since the early days of COVID-19 and even now, hotels have been looking for ways to deliver great and memorable experiences while following health and safety protocols.

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The following are the improvements that could play an important role in the future of the hospitality industry:

In addition, this process helps to increase the operational efficiency of the staff. Hotels like Wyndham have already implemented express check-in in their customer service arsenal and have been able to significantly increase their operational efficiency and increase their level of customer satisfaction.

When the guest arrives, the PMS automatically informs the mobile key platform of their arrival, which in turn responds by sending a secure digital key to the guest’s mobile phone. The guest can use it to unlock the hotel door by simply touching the phone button or holding the mobile phone close to the door. Other hotel facilities such as the gym and elevator among others can also be used through this feature, thus enhancing the customer experience in the hotel.

Upon check-out, the PMS automatically sends an alert to the mobile key platform, resulting in the mobile/digital key being deactivated. Starting in December 2021, Apple announced a partnership with famous hotel chains. Several US hotels have already started using room keys in Apple wallets. Some of them are Andaz Maui at Wailea Resort, Hyatt Centric Key West Resort & Spa, Hyatt House Chicago/West Loop-Fulton Market, Hyatt House Dallas/Richardson, Hyatt Place Fremont/Silicon Valley and Hyatt Regency Long Beach, which offer some of examples of exemplary hotel services.

The Benefits Of Outsourcing Customer Service For The Hospitality Industry

But with technological innovation coupled with the current pandemic situation, most hotels are returning to their roots of offering guests the option to order food from the comfort of their hotel rooms. This particular aspect is very useful in current situations as well as for people who may continue to do so even after the pandemic is over. This can help immensely in improving the hotel’s customer service.

Organizations like Four Seasons Hotels and Resorts have been offering guests the benefit of ordering from their rooms from the app since 2015. Certain Marriott hotels have also initiated this special service and plan to expand it soon.

To avoid such a minor but painful error, pre-arrival messages can be scheduled ahead of time to be sent at a specific time through the use of AI and automation. This can be very effective in reducing the dependence on staff, which helps to omit any human error, streamlines the entire operational process, helps in the efficient use and deployment of human resources, and improves the hotel’s customer service.

To do this, the expectations of modern guests must be met, which are primarily based on the provision of personalized and contactless service. Various issues were highlighted during the collection of reviews, particularly the survey process. Therefore, to be more effective, such surveys can be customized according to the invitee. For example – If a guest likes a certain food or activity, you can frame your questions with that particular fact in mind. The questionnaire questionnaire can be designed as follows:

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“Hi Jennifer! We hope you enjoyed your ski session at Blue Mountain and we think our ski equipment served you well? Is there anything we can improve here? Quick feedback won’t hurt, right?

What more do hotels need to do with existing technology to improve customer service in the hotel

Therefore, it is very important to always keep the hotel’s website updated with regard to the availability of any particular service, especially changes.

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