How radio communications and connected systems can help improve staff management
Your clients expect your room 'gadgets', hotel facilities and conference IT to work: FACT!
But when things go even slightly wrong, how efficiently can you respond?
Resident guests want everything in their room to work; conference and event customers expect everything to run smoothly..and why shouldn't they, they're paying good money. So, how can you give them all exceptional service which will help bookings - especially those lucrative conferences - grow in size and number?
This is where maximising your staff efficiency and minimising your response time really pays off
To illustrate this point I know of a guest who called reception because the power in their room had suddenly gone off. Reception needed the maintenance electrician to attend urgently, but he was out on a job so couldn't answer his desk phone and his mobile wasn't connecting either. Using MOTOTRBO™, a two-way radio system, coverage wasn't an issue and reception instantly got hold of him in the basement. Within minutes the electrician was in the guest room to fix the problem; result: one happy guest!
Makes you wonder just what you could do with the right communications doesn't it?
30% increase in staff productivity when facilities maintenance, supervisors, front desk and housekeeping are linked*
Here are my 6 top tips for creating staff comms which deliver exception service as standard
1. Think about your entire premises, not just public areas - staff need to be contactable even if they're at the other end of the golf course, deep in your basement or up on the roof!
2. Then consider your equipment - does it offer the functions and performance you need to compete today? Is it a little old and shabby? Perhaps a tad on the large, clumsy and obvious side?
3. One-size certainly does not fit all; every department has its own ways of working and a device which does not 'fit in' does not deliver superior guest service - check out your mix of devices and investigate what else is available now - you could even save money!
4. Ask about communication networks which can easily integrate old technology with new and think about your existing equipment; will it work with any new devices and systems you choose? Exploiting integration could save you money.
5. Consider how to get more out of your system - look at job ticket management, people and vehicle tracking, remote monitoring and control of equipment such as intercom/access systems, even management analysis tools.
6. Remember guests don't want to hear or see the effort it takes to deliver first class service - train your staff to behave like swans: calm on the surface, paddling like mad out-of-sight!
It's all about helping your staff collaborate better, which in turn helps keep your facilities in good working order; as a bonus, it can help lower your costs too, through efficiencies such as time-savings, multi-tasking and better job allocation.
How much better could you be with a better communication system? Do your people have the right tools which empower them to be the best? And with your competitors gearing up, can you afford not to take a fresh look at your hotel communications?
* Average benefit reported by Motorola customers