It is crucial for hoteliers to establish the right training tools and procedures to not hurt their guest relationships. Even though that seems evident, a crucial part of establishing smooth customer service is internal communication. Many hoteliers employ technology tools to assist their employee communication. However, with any new technology, employees require training and hoteliers consulting on best practices. The problem is that nowadays only some technology companies provide the kind of assistance needed for the rollout and maintenance of new technology.
Different hotels use a variety of training methods. Some hotels such as Crescent Hotels and Resorts have an in-house team that is responsible for producing training guidelines and remaining up to date on new technology. Other hotels such as New Castle Hotels & Resorts rely strongly on the service providers to give the necessary training needed. Whichever it is, one thing remains certain: being well versed in new technology ultimately improves guest experience, resulting in higher revenue.
The main question now is what kind of new technology should hoteliers be implementing? A survey conducted by the Public Relations Society of America and APPrise Mobile revealed that with Millennials being the largest generation in the United States, companies need to rethink their digital workplace communications. Most businesses are not being as effective as they should be with employee communication and engagement and are turning to mobile communication apps as a solution. Jeff Corbin, CEO and Founder of APPrise Mobile believes that “There is definitely a shift taking place from ‘old school’ and legacy communications solutions like email and corporate intranets to newer, more mobile friendly tools.” Mobile internal communication are proving to be more effective in distributing real time information to the important employee audience.