How Hotels Charm Their Guests

May 8, 2012, by nparker in Telepresence, Unified Communications

Hospitality professionals know when they need to turn on some serious charm to attract customers. Given the economic environment in recent years, tourism and business travel have declined, leading to a reduction in occupancy rates, daily room rates, and REVPAR (revenue per available room). Competition is intense for the available customers – the question is, how do hotels, resorts, and casinos not only bring in new guests but ensure repeat business?

Ensuring excellent service is a given. To truly differentiate their establishments, hotels can utilize unified communication (UC) technology to transform not only the customer experience, but also improve the operating efficiency going on behind the scenes.

UC solutions, including video conferencing systems, are used to create the ultimate customer experience by:

  • Providing hotel staff with the ability to communicate efficiently in real-time, between all remote properties equipped with UC and video conferencing equipment.
  • Holding one general meeting for all hotel managers across locations, ensuring the consistency of information that is covered; topics may include customer service, housekeeping, and maintenance. In addition, the hotel staff at multiple locations can be managed from one place, greatly increasing the efficiency of operations.
  • Delivering interactive group training sessions to new employees, reducing the time and costs associated with covering the same training material at each property.
  • Addressing high turnover rates typical of the hospitality industry by facilitating the human resources recruiting process.
  • Allowing guests to easily hold face-to-face meetings with remote business associates, thereby not missing a beat while traveling. Content such as presentations, videos, and data can be shared with several participants over multiple locations.
  • Setting up video conferencing rooms that can be rented to companies looking to cut down on travel expenses. Video allows guests to hold their meetings in real time, with various partners around the globe.

UC integration can provide the hospitality industry improved and more efficient operations, better collaboration through real-time communication (with reduced travel costs), and improved guest satisfaction. The resulting guest experience is really quite charming.

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