September 23, 2023
Condé Nast Traveler

High tech enables high-touch service at hotels

How hoteliers can use technological innovation to improve the guest practical experience

Several luxurious lodge brand names pride them selves on their responsiveness and attentiveness to company. These strengths are what distinguishes them from other motels. “High touch” has come to be synonymous with private concierges, VIP lounges, 24/7 home service, and other exclusive options designed to entice the discerning traveler.

But does significant-touch assistance have to conflict with substantial tech? Not at all. In today’s planet, luxurious also indicates substantial tech, which can manifest in various methods. A lot more modern-day luxury hotels now arrive geared up with WiFi during the property. Believe broad-panel clever TVs, keyless entry, and even voice-enabled digital assistants. Luxury travelers have come to assume that their motels will at least keep the specifications these guests have in their very own residences.

What you will understand below

  • Significant tech and higher-contact provider can co-exist
  • Higher tech, higher-contact provider, and the guest experience
  • The competitive gain of significant tech and higher-contact provider

Substantial tech and significant-touch support can co-exist

So, how do luxury hotels provide a high-tech knowledge and nonetheless produce on the superior-contact service expectation? The reply is each uncomplicated and astonishing: it lies in synthetic intelligence (AI).

AI is a laptop method that can find out above time. AI’s constructed-in, understand-and-response feed-back loop makes it possible for the system to strengthen and refine its responses. For case in point, it can identify choices in your visitor profiles, whilst accumulating, handling, and processing far extra data in a fraction of the time.

In hospitality, AI can act like the non-public concierge, the 24/7 room service, and the private butler rolled into one particular. It can be a text messaging remedy like Revinate Ivy, that can communicate and execute a lot of of the exact same large-touchservices luxurious lodges by now supply, but in a portion of the time.

Substantial tech, large-contact company, and the visitor experience

Just about every working day, 1000’s of visitor requests are addressed by hotel team about the world. How these considerations are resolved establishes the result of the guests’ activities. But who handles these requests isn’t always critical. No one complains when the bellhop delivers excess towels up to the area as a substitute of a member of the housekeeping workers. In accommodations, friends realize that roles are fluid as the hotel strives to provide exceptional support.

The position of a textual content messaging option is to act as the entrance line for basic requests. A text messaging solution provides a large-tech, seamless expertise in which attendees often imagine they are messaging with a member of visitor expert services. As a substitute, this technology elevates the guest’s request to a human counterpart, and the overall dialogue is passed along. In actuality, a Capgemini Analysis Institute report found that 55% of consumers like interactions enabled by a blend of AI and human beings, with 63% citing the leading advantage of AI acquiring larger regulate about their interactions.

A report by L’Ecole Hôtelière Lausanne describes the need to consider how substantial tech styles the guest encounter and how superior-contact service facilitates an emotional connection. Conversation fosters an psychological relationship and creates satisfactory or unsatisfactory activities.

The part of an AI-run text messaging remedy is to present extremely satisfactory guest ordeals that truly feel like a natural textual content conversation. For instance, the guest may well communicate an challenge like, “The WiFi is slow.” A textual content messaging solution like Revinate Ivy may reply with, “I’m sorry to listen to that. I’ll permit our complex group know. In the meantime, attempt this network: VIP Guest. The password is strongsignal.”

The competitive edge of higher tech and large-touch service

As substantially as, 88% of B2C businesses say that offering genuine-time personalization is a buyer practical experience priority. A text messaging solution like Ivy responds immediately, in seconds fairly than minutes — demanding no walking down to the entrance desk, no calling and waiting around on maintain, and no standing in a line.  Friends can connect and engage with Ivy for what they want, when they want, employing their preferred channels.

You can industry hundreds of simultaneous requests in a way that a solitary human just can’t — which is legitimate high-contact company. This capability to manage easy, repetitive requests will take a burden off hotel team, freeing them up to deal with substantial-worth interactions. This kind of pay back-off not only added benefits the visitors, but also your group.

The base line is this: Brands that composition their functions to include things like superior-tech alternatives and high-contact company, will possible make far more pleased guests. They are going to be even more in advance than their competitors!

If you want to study how a textual content messaging option fulfills your require for higher-contact choices, go through extra about text messaging and the visitor knowledge.

Would your hotel profit from an AI-pushed textual content messaging alternative? Get a demo to see what your company may perhaps be lacking.