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In times of crisis, we look to alternative technology to increase efficiency and reduce costs.
This crisis is no different and I’ll explain why and how to use chatbots as your first step.
Welcome to another edition of Hospitality Property School.
I am your instructor, Gerry MacPherson.
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It has been shown that hospitality properties that adapt quickly and decisively in times of crises to new concepts, later reap the rewards. If you want to stand out, it’s not the time to play it safe, instead, now is the time to expand your reach.
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Once we reach the post-pandemic era, newly implemented technologies will become the new norm and taking an early digital leap will set your property ahead of your competitors. Chatbots are a great place to start.
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Why chatbots?
Artificial intelligence has been named the most promising technology of the past few years. We have and will continue to see a rapid increase in the use of AI in all sorts of platforms, messaging is no exception.
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AI-driven chatbots are a way to streamline guest communications, whether before, during or after their stay.
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Since the beginning of the pandemic, we have developed new digital habits, most of which include our mobile phones, like scanning QR codes for restaurant menus, video calling, not to mention a huge uptake in messaging use. Your post-pandemic guest will expect to be able to request services or ask questions through messaging channels instead of having to line up at the front desk.
Automate & streamline workflows
Chatbots are a great way to start the process of converting your guest communication into a digital format. However, it is important that the processes that precede or follow the conversation are equally digitalized and streamlined.
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When guest requests come in through your messaging platform, the right automated processes should be in place, so the requests immediately go to the right person and the next steps are clear.
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Don’t wait to automate
Consider automating your reactive (incoming) but also your proactive (outgoing) communication. Send out the key information before arrival, so your guest can come prepared with the right expectations, and you can be well prepared for your guest. By proactively contacting your guests at key stages of their journey, you can detect any needs before they become issues and facilitate essential information.
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Collect, analyze & learn from guest data
In this changing climate, it might be difficult to pinpoint guest needs, which is where guest analytics can help. By analyzing your guest data through messaging interactions and guest requests, you can better understand who your guests are and create smart guest lists for more effective and segmented communication.
You can learn about your guest’s needs and preferences by analyzing your incoming guest requests:
- What services or information do they request most?
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- Through what messaging channels, etc.
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Guest request data can also help you improve and streamline your operations by looking at:
- What issues are reported most frequently?
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- What are the root causes?
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- Are all issues resolved?
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- How fast are they resolved, etc?
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Keeping track of guest data will allow you to adapt and better your strategies as the situation continues to evolve.
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Do these make sense? Let me know in the comments.
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If you are a member of the Hospitality Property School Group, about as a bonus, I am going to explain the different types of chatbot’s, their pros and cons.
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In conclusion
When you decide to introduce a chatbot into your business, keep in mind that for a successful digital communication strategy you need much more.
They are a great starting point, but the rest of your operations should also be optimized and streamlined with the right technologies so you are well-prepared for what comes after the pandemic.
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Do you have or are considering using chatbots at your property?
Let me know in the comments.
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You will have access to this episode for the next six weeks and then it’s locked in the vault for Hospitality Property School Group members only.
To see all the other valuable material you’d have access to as a member of the Hospitality Property School Group, check out the short video in the episode post-show notes.
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In the next episode, I will talk about Collecting Your Guest Emails.
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That’s it for today’s episode,
Until next time, have a fun day.
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Are you getting your weekly INNsider Tips? You can find the link in the show notes.
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⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:
https://keystonehpd.com/how-to-use-chatbots-to-enhance-your-guest-communication-260
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Post COVID-19 Action Plan
KeystoneHPD.com/PostCovid19ActionPlan
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