When a new technology stack project is commenced, it’s critical to outline the journey of the primary constituents who will use the technology – guests, employees and members. Often, the employee experience gets overlooked in the requirements and search process, resulting in a disunified tech stack that doesn’t enable our valuable team members to perform at their best every day.
Through technology, AI, and automation, hotels can unlock benefits that positively impact various areas of their operation. By reducing repetitive tasks to fostering a sense of empowerment through streamlined operations, technology is the foundation for a more engaged and satisfied employee. As these employees create more efficiencies and become equipped with the right tools, they become more effective in their role and are inspired to deliver a higher quality of service. The right technology can drive employee retention – the wrong technology can do the reverse as people get frustrated when technology doesn’t work seamlessly and effectively.
THE DUAL IMPACT OF TECHNOLOGY
- Guest Experience Enhancement
The integration of best-in-class technology in hospitality is primarily focused on enhancing the guest experience. From seamless check-ins through mobile apps to personalized guest room settings controlled by smart devices, hotels are leveraging technology to create unforgettable moments for their guests. This not only fosters guest loyalty but also keeps hotels modern and competitive. - Empowering the Hotel Employee
Beyond its impact on guests, technology has the potential to positively impact the daily lives of hotel employees. Streamlined operations, intuitive communication tools, online scheduling, and efficient task management systems contribute to a more empowered and engaged team member. When an employee is equipped with the right tools, they can focus on delivering exceptional service rather than dealing with tedious manual processes.
THE IMPORTANCE OF EMPLOYEE-CENTRIC TECHNOLOGY
INTEGRATIONS
A cohesive and integrated tech ecosystem is key to enhancing the efficiency of a hotel’s operation. From the front desk to housekeeping, providing hotel employees with easy-to-use, mobile solutions empower the staff to operate efficiently and on-the-go. Whether it’s the ease of updating room statuses or the ability to access guest itineraries and information throughout the hotel, employees are equipped to deliver a higher level of service and action tasks more quickly. This also allows for faster new hire onboarding and increased interaction time with guests.
THE ROLE OF NEW TECHNOLOGY AND CHANGE
MANAGEMENT
Implementing a new technology comes with a slew of challenges. Employees often view adopting a new technology with uncertainty or intimidation. Effectively acknowledging this apprehension is essential for ensuring successful user adoption.
To address this, hotels should consider investing in a comprehensive training program. Whether the training is provided through the tech vendor or a third-party partner that has first-hand experience implementing and using the solution, it should be tailored with specific use cases that are created based on the hotel’s tech ecosystem. Furthermore, by actively involving and supporting staff throughout this process, hotels will be able to harness the full potential of the technology, their investment, and ensure successful user adoption.
THE BALANCE OF PERSONAL TOUCH AND AUTOMATION
Hotels must recognize that at the heart of hospitality lies the personal connection between its staff and guests. While technology is designed to automate or help to eliminate repetitive tasks, it’s critical to be able to strike the right balance between personal touch and automation. Ensuring that team members have the freedom to interact with guests on a personal level is important.
Guests need team members to be free to look them in the eye verses down at a computer screen. Without that personal touch, we’ve lost the true definition of
hospitality. From warm greetings at check-in to personalized recommendations and acknowledging the guest throughout their stay, these are genuine interactions that technology simply can’t replace. A technology platform can assist in gathering and storing data on the guest and their preferences but enable the staff to provide a personalized experience and anticipatory service. Hotels that embrace this human-centric, personalized approach will be more apt to drive loyalty and more favorable guest reviews.
THE TECHNOLOGY THAT EMPOWERS HOTEL EMPLOYEES
There are various technologies in the hospitality marketplace that can help
contribute to a positive employee (and guest) experience; ultimately improving
efficiency, engagement, communication, and overall job satisfaction. While some
can be more costly, they are becoming more affordable and are starting to easily
integrate with other systems.
Some of the key technologies that can help employees streamline their role include the following: Intuitive and User-Friendly PMS, Task Management Software, Guest Engagement/Experience System, Learning and Development Management System, Customer Relationship Management (CRM) or Data Platform (CDP), Data Analytics or Business Intelligence (BI) Tools, Inventory and Supply Chain Management, Reputation Management Platform, Revenue Management System (RMS), Guest Messaging Software with Automated Response Features, Mobile Key and Keyless Entry, Digital Tipping Software, Mobile Forward HRS, Housekeeping Storage & Deployment, Enterprise Asset Management, Project Management, and Guest Recommendation & Upsell Solution.
In the dynamic and competitive landscape of the hospitality industry, the role of technology in shaping the guest experience is undeniable. However, the spotlight is increasingly shifting towards another key aspect – the employee experience. It’s no longer a choice for hotels to optimize their workforce through technology; it has become a necessity that defines operational excellence.
By embracing employee-centric technologies, hotels not only streamline their operational processes but also foster an environment where staff can flourish.
