As you browse through our blog posts, you may begin to scratch your head, believing that we're handing out conflicting pieces of advice. One minute we're telling you that it's extremely important for your hotel staff to create and nurture personal relationships with guests through meaningful interactions, and the next we're marveling at the self-service options that come with modern technology, like in-room check-out services through your VoIP telephone system. So which is it? Should you be focusing on personal interactions or should you put more emphasis on self-service? Actually, the answer is: Both.
Personal interactions and self-service are two very different, yet equally important, focuses for any business in the hospitality industry. While modern consumers expect high-tech touches that empower them to handle certain tasks on their own, they also want to enjoy the peace of mind that there's someone at the front desk or on the other end of the phone who can provide them with personalized services. Having options and the ability to enjoy the best of both worlds is what will make your guests happiest and most comfortable throughout the duration of their stay with you.
Traditionally, hotels have taken measures to wait on their guests hand and foot. Carrying a customer's luggage to his room, hand delivering fresh, fluffy towels, providing personal wake-up calls, and numerous other in-house services make patrons feel valued and enhance their overall experience. Hotels also encourage their staff to take an interest in their guests, learning their names and providing them with tips for navigating the local hot spots. These types of interactions can take a guest's stay to the next level, increasing the likelihood of positive referrals and return business.
In addition to enjoying the traditional hospitality offered through personal interactions from hotel staff, guests now expect hotels to be equipped with state-of-the-art technology. These are the modern touches that that will make their stay more convenient. Self-service kiosks and mobile check-in processes, for example, can enable a guest to skip a long line at the front desk that would have otherwise diminished their experience. VoIP phone systems can make it simple for an individual to set up a wake-up call in moments. Mobile apps enable patrons to set up and order services within the hotel. The possibilities are endless. The speed and convenience make a positive and lasting impression on guests.
Putting Them Together
Finding a balance between traditional hospitality and modern self-service options will help you achieve the highest level of success for your business. While a guest might enjoy being able to check himself in and out, for example, he or she will still appreciate being addressed by name as his information pops up on a console screen when calling the front desk, and while another guest might love being able to schedule laundry or dry cleaning services from a mobile app, he or she will also be touched by a personal gesture like returning the clothing with a special note.
Hotel guests appreciate both self-service options and personal interactions individually, but that doesn't mean that the two should remain separate from one another. By marrying both types of services, you can create a custom hotel experience that's as unique as each of your guests. Offering the different services will enable your guests to enjoy a full range of amenities and walk away from your property having had the trip of a lifetime.
Learn more about how to combine self service and personal interaction with VoIP by contacting the pros at PhoneSuite. We're ready to help you start taking your hotel to the next level today.