Need for enterprise chat apps in the hospitality sector

Need for enterprise chat apps in the hospitality sector

The hotel and hospitality industry is undergoing a revolution. Customer service has become paramount. Increased customer awareness and demands directly impact a hotel’s online reputation. Hotels need to adopt technology to their benefit, tap into the wide social media ecosystem and generate sustained level of interest and positive coverage that attracts guests and drives product choice.

Success in this industry is driven by happy, satisfied guests. Staff must go above and beyond customer expectations to deliver a truly memorable experience. Without exemplary internal communication, providing guests with consistently excellent customer service is next to impossible.

Efficient methods of internal communication can make a lot of difference for any business, especially the ones which service customers. Internal communication apps, or enterprise chat apps, get work done faster and provide the best collaboration solutions in today’s age.

Every day, guest requests get lost in the barrage of incoming requests, announcements go unheard, and hotel lobbies are chaotic without proper communication channels. As a hotelier, the last thing you want is to have clumsy operations because your team doesn’t have the tools to communicate well. Poor communication can cause mistrust and inconvenience to your guests. So, what do you do?

Use enterprise chat apps! Here’s why:

  1. Better coordination: Be it the valet, front desk, room service, catering or housekeeping, a lot of coordination is required to provide the perfect service to your guests. Enterprise chat apps can be used to reach every employee across different departments, or message specific staff members individually. They give your employees a voice and allow knowledge sharing across departments and locations. They help in improving the operations by informing staff of shift changes, sending photos to maintenance, and onboarding new employees simply & efficiently.
  2. Easy access to information: Hotels can combat information-sharing barriers using enterprise chat apps for all types of resources including incoming VIP guests, best practices, onboarding initiatives, health and safety instructions, maintenance announcements etc. With these apps, employees will be able to find information at a moment’s notice from any location, for any guest.
  3. Increased transparency resulting in increased engagement: Sharing sales figures, company goals, and reasons for management decisions can go a long way in balancing control and trust with your hotel staff. Including staff members in open conversations and communicating goals along with reasoning helps provide a sense of belonging and encourages engagement across the whole company. Employees who are aware of their company’s transparent corporate values are likely to show increased engagement.
  4. Improved communication with mobile workforce: Hospitality companies typically consist of multiple layers of employees that are often on the move attending to the needs of guests. While upper management and corporate roles might be constrained to desks, most staff members have active roles. This mobility presents a challenge when it comes to quickly and efficiently communicating with staff members. Whether it’s a corporate announcement about an impending merger or a local alert about an unexpected rush of tourists, hospitality managers need to be able to relay news to staff.
  5. Data-driven decisions:These apps will provide data that will give you unique insights about your business. Does your housekeeping staff have a lighter day on Thursdays? You can review the data to see if they have more time to read communications. If so, then you can make the most important announcements on that particular day.

Using a secure multi-faceted internal communications platform is a smart way for hospitality businesses to efficiently inform and empower their employees. It is ideal for a hospitality workforce that isn’t at a desktop checking email, but instead will utilize their own or company-provided mobile devices to stay in touch. Used effectively, such communication can improve training, improve internal branding, and produce better experiences for your guests.

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