TECHNOLOGY
Hotels lean into
INTELLIGENT COMMUNICATION
NEW TOOLS STREAMLINE OPERATIONS , BUILD REVENUE AND ENHANCE GUEST EXPERIENCES LIKE NEVER BEFORE .
By KATHAKALI NANDI
The success of a hotel is determined by happy and loyal guests . While traditionally , hotels have relied on personal service to ensure guest satisfaction , the pandemic has resulted in hoteliers realizing the need for technological innovation and advancement to set the standards of service . The pandemic has also led to a massive shift in the way hotels communicate with guests and keep them engaged , as well as how employees connect with one another . All of this has led to new methods of communication – both externally and internally .
Major hotel brands and independent operators are establishing their own communication systems , which allow them to provide personalized experiences for guests and new tools for and among employees .
At Crescent Hotels & Resorts , the tools vary as per the properties in their management portfolio . Ranging from mobile apps , e-mail , Wi-Fi communications and text messaging tools , the Fairfax , Virginia-based hotel management company utilizes platforms like Medallia Zingle and Kipsu which provide their customers with personalized text engagement in real time . These platforms also enable the different teams to assist or enhance guests ’ stays .
“ Crescent Hotels & Resorts had implemented many guest-chatting tools before the pandemic , as we understood the way our customers wanted to communicate was changing and we needed to ensure we kept the lines of communication open ,” says Nancy Johns , senior vice president , Integrated Marketing & Digital Solutions , Crescent Hotels & Resorts . “ It ’ s a rare day when someone doesn ’ t have a phone with them . So , finding ways to connect that are easiest on the guest are essential to our success .”
In February , Hyatt Hotels Corp . announced it had deployed Medallia
84 hotelsmag . com September 2022