TECHNOLOGY
HOTELS TURN TO WORKPLACE COMM
TO INCREASE EFFICIENCY , LOW
HOTEL OWNERS AND OPERATORS ARE EXPLORING TECH SOLUTIONS TO ENSURE SEAMLESS COMMUNICATION CHANNELS BETWEEN EMPLOYERS AND EMPLOYEES AS WELL AS BETWEEN GUESTS AND HOTEL STAFF .
By KATHAKALI NANDI
An increasing number of hotel operators are communicating with staff and responding to guest needs faster through technology .
Employee engagement and rebuilding the employee experience has become a priority for hoteliers . To ensure smooth communication channels between employers and employees , as well as between guests and hotel staff , many hotels are looking for technological solutions to maintain seamless communication .
Consider Charlestowne Hotels , which has incorporated a system at its hotels that uses text messages and in-app messaging features to facilitate real-time communication between guests and hotel staff . This not only allows guests to make requests , ask questions and provide feedback , it also allows staff to promptly address concerns or fulfill requests .
“ By incorporating these technologies into our properties , we are providing guests with a convenient , personalized and enjoyable stay , while also streamlining our operations and enhancing the overall efficiency of our hotels ,” said Max Spangler , director of technology at Charlestowne Hotels . “ These tech advancements allow our staff to spend more time fulfilling guest requests , interacting with travelers and creating memorable experiences .”
The Charleston , S . C . -based company uses AI-driven chatbots within the messaging system and mobile app platforms . The chatbots handle simple guest queries and requests , which enable staff to focus more on complex tasks and guest interactions , Spangler said .
TECH PROVISION Fulfilling this technology is up to such companies as Unifocus , a Texas-based workforce management platform that offers tools to improve processes behind managing worker schedules , improving collaboration between hotel workers , responding quickly to guest requests and
54 hotelsmag . com May 2023