Authored by Michael Ruscitti
Hospitality professionals across the globe measure success by how well they satisfy their guests. Whether staying at a five-star luxury hotel and spa in Singapore or a simple, comfortable room in London, managing guest issues quickly and effectively is critical, and exceeding these expectations is the lifeblood of the hospitality industry.
To serve their guests, hospitality professionals around the world currently deploy digital two-way radios for their push-to-talk voice communications. This often includes interacting with various work ticket management software applications that allow the hotel to quickly dispatch personnel to manage guest issues. From needing towels to an air conditioner that needs servicing in a guest room, to requesting extra tables to seat guests more comfortably at an event, systems like the MOTOTRBO™ digital two-way radio system work in conjunction with software solutions to increase effectiveness in resolving these issues.
To understand the unique challenges within the hotel environment, a cross-functional team from Motorola Solutions – consisting of Engineering, Industrial Design, and Marketing – visited with dozens of hotel managers and their staff globally. We observed their guest interactions and reviewed their guest-relations systems. Through this partnership with our customers, we learned that we could further customize our radios to meet their needs. Watch this video to see some of the results from that collaboration.
With customer service as the top priority, bulky radios for front-desk staff, hotel managers and covert security personnel are not comfortable to wear all day, especially when tucked into a suit or attached to a dress. In addition to wanting a radio that was thin, compact, and lightweight, we also learned that reading work tickets on a single-line display was challenging, and it took multiple steps to navigate through menus to read them. Some customers had turned to alternative technologies, such as mobile phones, Blackberries, and iDEN phones, but the devices they were using could not perform the “one to many” functionality of a two-way radio, and were often not rugged enough to survive within an enterprise environment with drops, getting caught in the rain, etc.
Based on our close partnership with our customers, the new SL Series portable was uniquely designed to meet these challenging requirements. With its thin, compact design and a weight comparable to a smartphone, the SL Series can be discreetly and comfortably worn with business attire. And, with a new five-line color display, work tickets can be easily read without scrolling, and its newly designed user interface lets staff members quickly access, respond, and manage their work ticket queue. Adding new features such as vibrate alert and covert mode made effective communication more discreet, and integrated Bluetooth offers a wireless audio option for additional comfort and convenience.
More than 200 MOTOTRBO application partners worldwide further expand functionality and provide solutions to increase guest satisfaction and provide enhanced safety, security and situational awareness to all. Applications provide many benefits including transforming the radio system to a total system solution by integrating the radios to existing hotel work ticket management systems and even connecting the radio system to the existing hotel phone system, enabling radios to receive and place telephone calls.
Click here to see how our complete MOTOTRBO system solution helped the Peabody hotel deliver four-star guest service with voice and data applications. To learn more about the new thin and lightweight MOTOTRBO SL Series of digital two-way radios, please visit www.motorolasolutions.com/mototrbo.
Michael Ruscitti is the Product Manager for the Global Application Development program at Motorola Solutions Inc.