By Kate Fuller, Senior Marketing Manager at IRIS - 8.18.2024
In this fast-paced world of hospitality, hotels still face a recurring challenge – staffing. Recruiting and retaining skilled personnel while meeting the demands of today’s travelers can seem like an uphill battle. However, the solution might be closer than we think: mobile technology.
Mobile technology provides guests with a seamless and efficient way to access information, place orders, and make requests. Whether it’s ordering room service, booking amenities online, or scheduling housekeeping services, guests can now self-serve through web apps.
This not only enhances guest satisfaction but also optimizes resources by automating processes and freeing up staff time. Digital F&B orders, for example, go directly to the kitchen with integrated POS systems, reducing manual work and streamlining operations. With digital hotel directories, guests can access up-to-date hotel and local area information at their fingertips, at their own leisure.
Likewise, online concierge requests can be directed to the individual departments concerned to action, and alerts and escalations can be set up to suit your operations – whether that’s SMS, Email or Voice.
Phone lines are kept free and your front desk team aren’t occupied with taking orders or fielding enquiries – all in all, a more efficient operation.
Data-Driven Decision Making
One of the most powerful aspects of mobile technology is its ability to provide valuable data insights. With insights into past sales, guest buying behaviors and advanced orders, hotels can forecast demand, schedule staff accordingly, and allocate resources where they are needed the most (e.g. the busy pool deck or crowded lobby).
Ultimately, hotels only need to staff an area when and where there’s a direct requirement.
This data-driven approach not only improves operational efficiency but also helps with better staff management and cost optimization.
Provide Staff With Higher Income Potential
Mobile technology can be a game-changer in attracting and retaining talent. With less manual uploading and a more streamlined and fulfilling work environment, hotels can appeal to prospective employees and foster a culture of innovation and growth.
Furthermore, through higher average guest spend and increased order volumes typically associated with online F&B orders, staff will receive more gratuities so can bolster their income and maximize their take-home wage.
Empower Staff and Enhance Morale
By automating repetitive tasks and reducing manual workload, mobile technology creates a more conducive work environment for staff. They can focus on providing a personalized service and addressing complex guest needs, utilizing the customer-facing skills they were recruited for, leading to improved morale and higher retention rates.
Staff can easily manage guest requests online, leading to faster response times and an enhanced guest stay. Additionally, with digital staff ordering, waitstaff can use IRIS on any device to take orders from customers waitstaff which then flow directly into the kitchen, saving them time and eliminating the need to manually upload the order back at their terminal.
Meet & Exceed Guest Expectations
In today’s digital age, guests expect convenience, a speedy service and 24/7 accessibility at their fingertips. Mobile technology (accessible via QR codes or web links) enables guests to manage their experiences, obtain information, place orders, and request services conveniently through their own devices, at their own leisure.
This not only reduces wait times but also allows for a more personalized service, boosting guest satisfaction and loyalty.
Boost Cost Efficiency and Sustainability
Implementing mobile technology not only reduces workloads and saves on operational costs but also promotes sustainability. With digital guest directories and online ordering systems, printing costs are reduced or eliminated entirely and paper wastage is lowered.
In addition to realizing significant cost savings and improving their bottom line, hotels can ensure information is kept up-to-date and accurate with online edits made within a few clicks again, making employee’s jobs a lot quicker and easier.
In conclusion, mobile technology is not just a tool for enhancing guest experience; it’s a powerful ally in mitigating staffing challenges and driving operational excellence in the hospitality industry.
By leveraging mobile F&B ordering, digital guest directories, and mobile concierge solutions, hotels can streamline operations, improve staff efficiency, and exceed guest expectations.
In today’s fast-paced world, embracing mobile technology is not just an option, it’s a necessity for hotels looking to meet their guest’s digital expectations and thrive in an ever-evolving landscape.
As Senior Marketing Manager at IRIS, Kate Fuller is responsible for raising the hotel solution provider’s profile and generating demand for its first-class software solutions that are trusted by the leading luxury and chain hotels of the world. IRIS is the global market leader in digital F&B ordering, guest directory and concierge solutions for hotels, working with many of the world’s leading chains including Marriott, Ennismore, Mandarin Oriental, IHG and Four Seasons. Prior to joining IRIS, Kate worked for Guestline, a global PMS vendor, to market their range of solutions to independent hotels across Europe and Asia. With over 20 years of marketing experience and most latterly in the technology industry.
Are you an industry thought leader with a point of view on hotel technology that you would like to share with our readers? If so, we invite you to review our editorial guidelines and submit your article for publishing consideration.