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Your Hotel Out of Business |
Technology is beginning to de-personalize the
hotel business. As a matter of fact, if we do not find more ways to touch
the guest then we may as well go forward with the concept of automated
check-in systems. Yes technology allows us to be faster, more organized
and more efficient, but does it really encourage us to do what is most
important; to reach out to the guest? It should be our everyday goal to
ensure that every guest feels that they are the reason we are employed.
We can not do this through email, automated answering machines, and Palm
Pilots.
Technology allows us to create marketing, advertising, guest services and creative ways to communicate to potential guests. However, it still takes the personal touch to make sure it is successful. We must never allow anything to take the 'personal touch' out of customer service! I am seeing that there are proponents of automation that have been supplementing technology in the place of personal customer contact. Everyday we should make a concerted effort to communicate verbally with our guests. But, we are talking to them via email or voicemail due to its convenience. God help us, if we have to start answering the telephone again. From a service perspective customers are able to send reservations, make inquires, seek information and even send a deposit from anywhere in the world because the world wide web enables them the convenience of doing so. Selling a room has never been easier, or is it? Room sales are lower today and continue to go lower* (*STR) We chose to blame the economy, the war, 911 and the recent outbreak of SARS, and yet we extend to our guest impersonal technological communication systems. We are lowering our rates and telling our guest to not bother speaking to our employees. Just take a lucky guess at picking a room and send us your credit card number. We do not even correspond with them. We have a third party booking agent automatically send them a confirmation and copy the hotel. As hotel professionals it is our job to ensure that there is always a human element to the industry, as it is the responsibility of our managers to do so as well. Communicating with a guest in person has far more impact that talking to them electronically. I do not understand why we continue to lose money and continue to embrace technology in place of the customer. If business is slow we should have more time to make sales calls, communicate personally with our guest, implement a courtesy call program and reflect on the ways we use to speak to our guest when our sales were up. This is where the light goes on! However, I do feel that technology has a very important role in our industry, but it is not going to take the place of personal customer service. Abusing technology will only perpetuate our desire to fail.
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Contact:
Richard J. Welch, CHA, CHME
President The Lakeshore Group 2180 Defoors Ferry Rd. Atlanta, GA 30318 404-355-7021 [email protected] www.thelakeshoregroup.com |