For those in the former camps, this post is for you.
Those who have been managing their guest conversations over chat for a while know that messaging doesn't completely replace the phone call (nor should it). Therefore by introducing a brand new medium of communication, you have introduced brand new processes and training to your team.
Reduce missed notifications.
Enable notifications in windows and make them last longer.
If you're finding that the team is regularly missing guest notifications, then this may be the tip for you. By default, notifications on windows only last a few seconds. When the front desk gets busy (as front desks do), it's easy to miss notifications if they're sliding on and off your screen while you're off helping a guest.
You can increase the duration a notification stays on the screen by following these steps (Windows only):
- Open the Settings app by holding the WINDOWS key and pressing I (WINDOWS+I).
- Click "Ease of Access."
- Under "Vision > Display" you can change the duration of the notification from 5 seconds to as long as you like.
Stay on top of spelling and grammar.
Install Grammarly and make sure your team is making the best first impression.
With the new technology comes a new set of expectations. It can be difficult ensuring that grammar and spelling are always up to standards, especially when the front desk gets busy.
Check out Grammarly, a free extension for your browser that will automatically check your language as you type.
Having the right tools is half the battle.
Make sure you’re using a solution that’s focused on messaging.
Don't hamstring your messaging strategy by using improperly developed tools. If you find yourself fighting with the "text-messaging feature" that one of your systems has already incorporated, you may be using some half-baked software.
Instead, use a product that was designed for messaging. You'll find that properly developed tools will arm you and your team with things like:
- Escalation in case guest requests are missed.
- Integration into existing workflows so you don't have to adopt new technology or processes to make things work.
- Desktop interfaces as well as their mobile counterparts so your team can respond to guest inquiries anywhere.
Speed up the slow typers.
Properly set up templates to get staff in and out of conversations quickly.
Hotels are all different and because of that, management shouldn't be absent from the early periods of deploying a text-messaging system. Management or team leaders should be responsible for reviewing guest conversations to understand which macros or templates will be most valuable for their team to setup.
If you take time to configure this properly, the effort will pay big in dividends with regards to time savings.
Bonus: Don't waste time answering simple questions.
Utilize artificial intelligence to automatically resolve simple guest requests.
Technology is evolving and the future is painted vividly with promises of what artificial intelligence can bring. The hospitality industry is no different. Akia is a texting system powered by artificial intelligence and the only one who can:
- Automatically respond to guest inquiries.
- Call the bellman or valet for you.
- Automatically route tickets and work orders to your maintenance team.
- And more!