Hospitality, by its very nature is guest-focused. Besides your team presenting exceptional visitor-facing service, this thread must be woven throughout the entire company, from the front office through to the back office. There’s more to that than motivational meetings; the channels and processes that allow for this must be optimised to make sure that everyone is on the same page. Efficient use of the millions of pieces of data you store is central to getting this right. Insights gleaned from this data can revolutionise what you have on offer.
Customer service and sales
Data-driven insights are essential tools in improving both how you deliver service and how you offer it. First of all, data should be centralised, streamlined so that it’s in the right place and accessible to all who need to use it. Let’s say you have a feedback tool – if it’s operating in isolation, the insights you gain will be minimal, but if you are able to use analytics on the data, you can get a clearer picture for what visitors are experiencing and this will enable you to provide improved services. This can be true for both an individual guest’s experiences and for the broader guest experience.
An example would be: a guest complains that their check-in details are wrong, using the hotel’s feedback app. Naturally, this can provide the opportunity to update one guest’s details, but if you can gain insights that suggest twenty guests a week are having the same issue, then you can check to see where the problem is creeping in: is it a manual input problem that could be resolved by allowing guests to in put their own information? Perhaps the information is not updating timeously – this can be resolved by amending settings. It could be that a particular employee requires more training to get to grips with the task, too.