Although there are increasingly more providers of self-service accommodation and rental offers, it is still the case that most who adopt digital guest journeys and self-service solutions do so to free up more time to be a host/hostess and relieve the pressure on the staff.
Self-service is often offered to free up resources and time, but a manned reception or customer service is often kept for guests who prefer it. This provides guests with greater flexibility and increased customer satisfaction.
There are many ways to realize the benefits of self-service and automation even while still offering manned reception or assistance. Here are some examples:
- Offering good self-service solutions will automatically reduce the pressure on manned services, and thus reduce the need for staff.
- Provide purchasing options such as booking restaurants, saunas, additional products, etc. on digital platforms.
- Organize service in the form of back-up or combined positions so that guests who prefer to speak with someone are offered that option without having to fully staff the reception.
- Let self-service handle the pressure on the reception. No one likes to wait in line. Make checking in, and out, simple.
Today we know that self-service solutions have a positive effect on guest satisfaction, and you will most likely see clear benefits from reducing the workload on staff, both in terms of freed-up time and possibly reduced costs. Also, consider the strategy behind digitizing the guest journey:
- Could you be a better host if you had more time outside the reception?
- Desire to increase revenue per guest night through pricing and upselling?
- Desire to engage in more product development?
- Reduced operating costs and higher margins through self-service?
- Other?
Self-service solutions like Invite® allow you to establish digital self-service guest journeys for your guests while freeing up time through automation, remote control, and a complete overview over the guest journey.
We would recommend integrating such solutions directly with your PMS/Booking system for maximum automation and control over the processes.
How you choose to utilize the solution and how you wish to realize the benefits naturally depends on your operations and business. However, we at Invite® recommend exploring the possibilities offered by new digital guest journeys and automation regardless.
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