Customers know best! hotel SystemsPro hosted a focus group on November 6 at the Hyatt Regency Hotel in Marietta, GA. We listened to the new ideas and feedback of six clients from across the country, including those pictured: Jack Meredith, PhD, and Nichole Doulliard of PHR Hotels and Resorts of Virginia Beach, VA. Their input helps keep hotel ServicePro innovative and competitive.
The writing’s on the wall and it’s all coming true: mobile device sales continue to boom while prices drop. Market researchers detect no signs of a slow-down in either trend in the foreseeable future. This report from Mobiforge breaks down the global details.
So, why is this a reason to give thanks this holiday season?
The mobile revolution means more, better, and less expensive tools to slam dunk your two most important goals: a profitable property and happy guests.
Here are three ways mobile can help:
1. Boost guest service scores to capture repeat business.
Nothing attracts repeat business like superior guest service. And with mobile devices, staff hold the key to stellar service in the palm of their hands. Here’s the scenario:
A team member graciously greets a guest in the hallway with, “How’s your stay going?” The guest responds, “We need extra towels.” The staff member pulls out her smartphone or tablet and enters the request on hotel ServicePro in three clicks–room number, guest request, and team member assignment.
That’s the kind of response that inspires another phenomenon of the mobile boom–a high rating for your hotel on social media!
2. Spot maintenance trends before they become major (expensive) issues.
The general manager can snap a smartphone photo of broken equipment and attach it to a work order in hotel ServicePro. The engineer can see exactly where and what the problem is. No guess work. Then, regional management can run a maintenance report at the end of the month and spot trends that must be addressed. If engineering repaired the AC in room 104 several times last month, you’ll know it’s time to consider a replacement.
3. Attract and engage the younger members of your workforce.
It’s a fact of modern life–the younger the user, the higher his/her smartphone engagement. That makes mobile devices the perfect on-the-job companions. Team members can pull them out to enter work orders or guest requests in hotel ServicePro. Another plus for employees–our training is available any way you like it—live or recorded videos and webinars streamed to any Internet-enabled device.
And that’s not all…
- All information entered in hotel ServicePro is accessible via the Internet on any html-enabled device. That includes iPhone, iTouch, iPad, Android, and Galaxy.
- hotel ServicePro is 100% web-based. No need to invest in servers, backup devices, third-party apps, or outside technical resources.
- You’ll be the soul of discretion. No more crackling radio messages about last night’s noise in room 423…when you’re in the elevator escorting guests to 425!
Last but not least, I leave you with this insider tip: purchase protective gear for each mobile device. That $50 will be well worth the savings in cracked screens and lost functionality. We recommend www.gumdropcases.com.
Unless your property is a winter destination, December is the perfect time to catch up on staff training and otherwise prepare for the predicted uptick in 2015 travel. Come back next month for practical tips on profiting from winter downtime.
Meanwhile, Happy Thanksgiving to one and all,