3 Ways Technology Can Improve Your Hotel’s Concierge Service

Hotels dedicated to providing great customer service will no doubt devote a substantial amount of time and energy to developing their concierge service. The concierge provides valuable information to guests and ensures that their stay is an overwhelmingly pleasant one. In the digital age, it’s essential for the concierge to use hotel technology to their advantage. Here are a few ways the hospitality industry can use technological advancements to improve the quality of their concierge service.

  1. Automate Certain Tasks: Although a concierge’s main duties involve guest satisfaction, there’s often a lot of time-consuming work that goes into making a stay more special. While there may be no way around completing certain tasks, there may be a way to automate them so that the concierge can focus the majority of their energies on the guests themselves. Searching and updating several databases and keeping numerous browser windows open at all times, for example, can be distracting and frustrating for both concierge and guest. Using technological tools to streamline this process and automate or eliminate unnecessary steps will be a true investment in your customer satisfaction and your employee satisfaction.
  2. Improve Guest Trend Knowledge: Your hotel staff members need to have a strong understanding of guest trends. Not only will this allow your concierge to make better recommendations and provide excellent service, but it could even allow your business to grow in the future. Knowing that 53% of people use their mobile phones to find travel information, for instance, could result in the need to focus on your web presence. Understanding where customers like to eat most could lead to you partner with a local restaurant for promotions (or even launch one on-site). Your concierge service can focus even more on returning guests by understanding their habits and anticipating their needs before they even arrive. Investing in high-tech hotel management solutions can allow you to take more complete and consistent notes and provide stellar service every time.
  3. Increase Guest Communication: An essential component of any concierge-guest relationship is courteous communication. By utilizing technology guests like, you can improve communications overall. When you appeal to their communication preferences, you’ll provide convenience and an overall excellent experience. There must never be a technological communication “gap” between concierge and guest; otherwise, the guest may find they have no real need for the concierge services at all. Essentially, you want to make it as easy as possible for guests to communicate with your concierge (and vice versa). Embracing technology in a variety of ways can improve communication and ensure guests actually want assistance with reservations, ask questions, and more.

Hotels can’t afford to be left behind in the dust. That’s why an emphasis on technological advancements is key. To find out more about hot our hotel management systems can help keep your establishment relevant, please contact us today.

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