Guest experience is what defines any hospitality set up and timely fulfilment of guest service request is a driving factor towards a positive guest experience. Hotel revenues typically depends on reviews and reviews usually depend on guest’s stay experience. Hotels are under pressure when they have to match their brand names with service delivery levels and any inefficiency in the same, can hamper the brand image in a long run.
With advent of new age technologies and devices, customer expect a timely and transparent fulfilment of their service requests. They no longer want to wait in the dark for room service to deliver them a set of extra towels for taking a shower, when they are getting late for a meeting, yet have no idea whether the request fulfilment has started or not. Such scenes are a potential risk for brands.
For hotels, multi-level manual communication (which is prevalent in majority of hospitality set ups till now) between staff who takes the request and employees who executes it, makes whole service delivery process complicated, time taking and prone to delays and mis-communication. Add shift changes on top of that to make who scenario more complex.
Current manual communication process and guest request management system does not have traceability or monitoring and there is no accountability to any staff or employee. Fragmented use of technology and different systems for different aspects of business again complicates things. This has sort of created self hinderance for hotels in achieving better operational efficiency along with saving overhead costs.