2/26/2016

Mobile guests are changing the experience game in hospitality.

And continuous engagement can help you stay unique in a tough market. Let’s see some examples of how other hotels organized their operations to welcome - and serve - this mobile fleet of guests in a timely manner.

1. With hotel staff mobility

Staff mobility isn't always top of mind for hospitality industry professionals, as one of our recent hospitality digital transformation surveys show, but that will change in the near future, as hoteliers realize that staff efficiency heavily impacts the guest experience.

Dedicated mobile devices (DECTs or wireless handsets for example) have helped many hotels provide faster service. One example is the Buddha-Bar Hotel in Paris: “Mobility really brought efficiency to our teams, allowing them to be available at any time and therefore rapidly answer our customers’ needs. Today, everyone from the concierge to the maid can connect and share information in real time.” said Mr. Le Berre, General Manager at the time.

Other hotels prefer allowing employees to use their own mobile devices, which reduces hardware to one device and also reduces maintenance costs. The Winn Hotel in Sweden uses a mobile app on employee devices that allows them to communicate room availability to the front office.

2. Thanks to consistent service quality across all channels

Today’s guests interact with hotels in many different ways: From their mobile devices, via social media, the hotel  web site, by chat. A consistent quality of service across all different teams (front office, reservation centers, mobile teams) and media is a key differentiator. “The one thing that sets us apart is customer service,” says the Shangri-La Hotels and Resorts Customer Service Director. “ALE helped us really engage with our customers in the best possible way at all times and provide them service and assistance right away.”

3. Via an efficient workflow

Hotel operations can communicate simply and effectively by using a simple app. For example, cleaning employees can communicate via a code on the room phone that the room is ready, instead of calling the reception every time. They can also do it via a mobile app, like the Winn Hotel employees do. “They can update the bookings as soon as the rooms are done. They tap a code on their mobile phones and inform (the front desk) that the room is ready to be sold.”

4. With rapid emergency management

Many hotels have complex and non-integrated emergency systems or processes. Beverly Hills Hotel in California, for example, had a striker system. When an emergency call was placed, it would print on a small printer in the operator office, who would have to radio security. “We had an issue with the time to response of every 911 call.” says Adam Jones, IT Director of the Dorchester Collection in California. Moving to a centralized application greatly helped shorten the time it took to react, addressing emergency standards and ensure guest safety. “Both the security directors at Hotel Bel-Air and Beverly Hills Hotel, really enjoyed seeing the reaction and the accountability that was provided to them when they accessed the different reporting tools of the Emergency Notification admin console.” Integrated, centralized systems also allow hotels to notify all room and mobile guest devices at once.

Ready to go one step further? Learn how other hotels have integrated operations and deliver rapid service. Learn more how you can make hotel operations more efficient!

Tags - Mobility, Bring Your Own Device (BYOD), Hospitality

prepare your hotel operations for mobile guests
Browse Blog Posts
Browse Blog Authors
About the author
Cristina Grigoras

Cristina Grigoras

Marketing and communication specialist at Alcatel-Lucent Enterprise

I’m a marketing and communication specialist with 10 years experience in media and telecommunication services, currently the Hospitality and Local Government Marketing Manager. My media background sparked my passion for stories. My telecom background taught me how a customer need, answered with a personalized and elegant solution, can bring together separate systems and ultimately people, to carry a business closer to its vision and its customers. What we call “Personalized connected experiences”.

Twitter LinkedIn
Latest Posts
6/21/2019
Blog pageheader Healthcare 4 The Body of Interconnected Systems: Human and Organizational

Healthcare technology systems are like the complex systems of the body and are just as vital to patient care delivery and survival.

6/7/2019
Blog pageheader Healthcare 2  1200x299 Smart healthcare solutions save time, money and lives

In the healthcare industry, smart solutions can free up clinician time and save money, to deliver the best possible patient care.

6/3/2019
Team Dimension Data page header Giro d italia

Team Dimension Data for Qhubeka attends the prestigious Giro d'Italia with Alcatel-Lucent Enterprise technology

5/22/2019
Blog 1200x299 Elevate your services for persons with reduced mobility

Take services for persons with reduced mobility (PRM) to the next level with Rainbow CPaaS and LBS.

5/20/2019
Survey hospitality banner Trends in the hospitality industry technology

Mobility, digital guest experience, hotel Wifi, IoT connectivity and security: key pillars identified in the recent survey among international hotel operators

5/17/2019
Woman mobile government banner 4 Ways to improve government - citizen communication

How to use technology to create effective public services

Industry Perspectives