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Contactless communication

by Jeff McHugh | Feb 25, 2021 | in How can organizations create a hospitable environment in a contactless society?

Everyone texts, everyone reads their texts and text can be personal.  Hospitality providers can use what they know about their guests from the PMS and CRM to make it super personal.  Send a pre-arrival message to a guest preparing them for their stay. Signing off with an emoji or from a specific employee who will greet them.  Looking at customer profile information to see if it's a birthday, anniversary or return visit to the property helps show the guest that the hotel knows their customer.  Offering personalized recommendations of favorite places to eat and places to see or exciting event while in town.  Or sharing something different about the hotel.  The pool/gym is using a reservation system rather than first come first serve.  This will go a long way in communicating to guests with personalized touch in a contactless method but still focused on service

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Adriana Jimenez Feb 26, 2021

1000% personalization will be even more critical moving forward. Organizations will need to differentiate on this and show their guests who knows them best.

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Nicole McQuiddy-Davis Mar 1, 2021

I agree. At the same time, it's important for hotels to identify which customers want personalization. In a recent article by Professor Kathy LaTour and Ana Brant of the Dorchester Collection, they note how some guests can see personalization as an invastion of their privacy, while other guests really appreciate the experience.

Here's the article for anyone intersted in reading it: https://journals.sagepub.com/doi/10.1177/1938965521993087

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Chad Porter Feb 26, 2021

great idea, another aspect is to ping employees and get what they think would be great ideas around the contactless part - including running ideas by them to see if they feel it fully encompasses a process to mitigate as much friction as possible. If we are shooting for less contact, we might as well sweep out friction points too!

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Geoffrey Ryskamp Feb 27, 2021

The key here seems to be making yourself available on the channels guests choose, rather than limiting to a specific app they need to download in order to communicate this means - Text, WhatsApp, or WeChat in China. The added benefit is these conversations that start on a universal channel can eventually direct customers to download a company or hotel provided app where additional functionality is available.

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