DDoS (Distributed Denial of Service Attack)
Being the #1 most demanded amenity for the last 5+ years, WiFi has an undeniable effect on loyalty. If hotels fail to deliver a fast and consistent connection, guests will go looking for it somewhere else. It's really that simple. WiFi also presents unique opportunities to get to know guests better. Not just what devices and browsers they use a but how move through your hotel and how to offer relevant and timely promotions. WiFi will continue to open up doors for ancillary services such as advertising, location analytics, proximity marketing, and customer profiling. Additionally, WiFi will facilitate lots of new back-of-house technology such as staff alert buttons, work requests ticketing and staff training and engagement.
Productivity is a measure of labor efficiency. It's an important business metric as productivity gains fall straight to the bottom line; a more efficient staff makes more profit for the company.
Some measures of productivity in hospitality are:
How long it takes to complete a maintenance request
How many rooms each housekeeper cleans
How many guests your front desk agent checks-in
How much revenue each room makes
How many covers a restaurant server handles
How long it takes to fulfill a guest request
Optimizing each asset (human or room) boosts productivity (and profitability). And that’s where technology comes in: it’s the ultimate productivity enhancer.
To maintain service standards in spite of these staffing challenges, hotels can now implement staff collaboration tools that boost productivity and enhance communication across all departments.
These tools, such as the Quore operations platform, give hotels a competitive edge in the competition for talent while also making existing staff happier more productive.
To boost productivity, hotels should do the following:
Prioritize. It may take some convincing to show management and staff why productivity matters. After all, monitoring productivity can come across as Big Brother. Focus specifically on how it will make work like better for staff while also improving the guest experience. Most workers are frustrated by inefficiencies, so focus on the “why” and win allies.
Identify. With organizational buy-in, you can now turn to identifying the biggest bottlenecks. Look for two things: issues that directly impact the guest and behind-the-scenes interactions between staff. Eliminating bottlenecks in those two areas will have the highest impact. Once you’ve identified the areas for improvement, align everyone around the right metrics: rooms cleaned per hour, guests served per shift, average guest request response time, ancillary revenue per room
Invest. To avoid further disruption from companies like Sonder and AirBnB, hotels must get better at buying and investing in technology. As you evaluate vendors, refer back to your specific bottlenecks and ask each vendor how their solution helps solve those. Then, invest the time and money in a pilot to trial the most promising solutions. You can then evaluate performance and base your investment decisions off actual data.