Exponentially Improving Guest Request Management
The global hospitality industry is flourishing with each passing year. Despite the slight setback due to the pandemic, the global hospitality industry is valued at $600 billion US dollars and usually hotels spend more than 3.5% of their revenue on utilities. Yet many hotels struggle to achieve timely and satisfactory guest service requests. In today’s digital world, where customer reviews can significantly impact your reputation and revenue, having a reliable guest service management strategy in place is crucial.
IoT can help hotels dramatically improved their guest services. Combined with effective indoor tracking, a software tool can help hotel businesses to reduce their service time while streamlining the entire guest service process. Below are some astonishing benefits of using IoT enabled guest request management system for hotels
Reduced Service Time
High-end hotels provide late-night room service for extended hours after midnight. Usually, the shifts of the stewards change after midnight, which can create uncertainty and miscommunication of the guest service requests. If a guest sends a service request at the reception moments before the shift change, there are chances that the request will be unfulfilled due to shift change.
With a IoT enabled guest request management system, the requests are generated are in the system and are assigned based on the steward’s proximity and a number of the previous requests given to the steward. It significantly reduces the chances of error as there are no manual entries in the project management system. The nearest available steward is automatically notified of guest requests, saving a lot of time required to fulfil the service request.
Enhanced Guest Experience
Time is always of the essence when it comes to fulfilling guest service requests. Though it takes a certain amount of time to fulfill guest service requests, guests will not tolerate delays. After all, they pay for the timely service and expect a service that matches your brand reputation.
With the help of IoT based guest request system, all the service requests are assigned a timestamp and priority tag. The requests are assigned to the stewards who are available and can instantly fulfil the request on a priority basis. That way, the guest won’t have to wait for a longer period. When the guest requests are fulfilled on time, it promotes a better guest experience. They are more likely to recommend your services to others.
Optimal Staff Utilisation
Guest request management in large hotels with thousands of guests can be overwhelming and confusing, and even a single mistake can cause a chain reaction of unfulfilled guest requests. The guest request management systems offer equal distribution of work automatic task allotment.
The system assigns tasks to stewards based on the number of requests they had fulfilled in the day. That way, the staff is never underutilised or overworked. It also helps to understand the optimum number of stewards and other staff required to avoid unnecessary deployment of staff. That way, hotels can save hundreds of thousands in staff salaries.
Valuable Business Insights
Every single request made by the guest goes through the systems. It catches the timestamp, and the type of service is requested. The system then offers critical information like the peak time and the nature of requests. These insights help the management modify their staff shifts according to the insights.
Guest request fulfilment is directly connected to the guest experience. That is why hotels should switch to technology that can marginally improve their guest service fulfilment while saving hundreds of thousands in the process.