The world is opening again , and guests are slowly returning to travel . But for the hospitality industry , there are still challenges to overcome . As your property begins to receive guests , you are likely facing challenges properly serving them . While guests are returning to your property , your staff may be reluctant to return , or they may have accepted positions elsewhere . Operating with less staff increases the workload of staff who have returned and who are attempting to provide guests with the vacation experience they desire . And while guests may empathize with your property ’ s struggles to maintain service levels , this empathy will not last long . Service level gaps need to be closed to ensure guests continue to visit .
Your property may not be able to offer higher wages to entice your staff to return . You may not have the time to hire and train new staff . You have another option . Your property may have a hidden workforce that is not working to its full potential . This workforce can work alongside your staff to provide guests with an experience that exceeds expectations . Before looking externally for solutions to your staffing issues , make sure your hidden workforce is fully empowered .
Your Hidden Workforce = Your Guests
Most of your guests are returning more comfortable using technology . These guests now prefer to take more of a DIY approach to vacation planning . Fully empowering your guest-facing technology is necessary to allow guests the ability to customize their perfect stay on property . Providing guests with the ability to plan and book their own stay also further relieves your staff of the administrative functions of their work .
The first point of contact for these technologysavvy guests is your website , and when they are ready to book , your online booking engine . By properly designing your booking journey , you are empowering guests willing to take on administrative tasks currently handled by staff . A well-designed booking journey leads guests from booking their room to booking other activities on the property ( spa , dining , fitness classes , golf rounds , etc .) all without interacting with staff . Your booking journey acts as a digital concierge , recommending related activities that enrich your guest ’ s stay .
Allowing guests to book more activities on your booking engine relieves your staff from manually making the bookings , increases your revenue per available guest ( RevPAG ), and ensures guests do more on your property leading to higher guest satisfaction with their stay .
Once on property , your property ’ s app can help tech-savvy guests to take on more work for your over-burdened staff . With the app , your guests will be able to :
• check-in on their own ,
• receive their digital room key ,
• book dinner reservations , spa treatments , classes , activities , golf tee times , etc .,
• shake their phone to pull up a barcode ( shake-and-pay ) that allows on property spending to be charged to their member account , room , or credit card ,
• see their up-to-date itinerary .
This guest empowerment allows your staff to prioritize assisting non-tech savvy guests and being great hosts to all guests .
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