Research shows that by December 2019, accommodation demand in the hotel industry had grown by 2.8%. Therefore, to remain relevant in the industry, hotels have to stay in-sync with the latest trends, particularly in the front desk area. It is crucial because a front desk is the first point of contact for guests. A great experience at a front desk increases the chances of guests enjoying their time at a hotel. This article highlights notable front desk trends that hotel management must incorporate for unrivalled service delivery.
The world is going global, and the hotel industry players cannot afford the luxury of playing catch up. Today, about 88% of Australians own a smartphone, and hotels should tap into this for a seamless check-in. Electronic check-in is slowly becoming standard; however, established hotel franchises offer it as a 'Preferred Guest' service. Nonetheless, this should not be the case because guests want to spend as little time checking in as they can. Electronic check-in ensures seamless interaction between a front desk and guest by simply eliminating unnecessary procedures. For instance, once a guest has paid for services remotely, they are provided with a key card, room number, and ETA via their mobile phones. When a guest arrives, all they have to do is activate the key card and head to their room. Notably, electronic key card activation can be done in under a minute.
It is the norm in some hotels to offer guests bottled water upon their arrival. While some clients appreciate the gesture, others are conscious about the impact of plastic bottles on the environment. Therefore, rather than offer bottled water at a front desk to guests, you can install water dispensers equipped with filtration systems. A dispenser frees the front desk staff to attend to guests and reduces the number of waste bottles produced. Overall, guests will appreciate your gesture.
Voice-Activated Virtual Assistants
In the hospitality industry, a front office is charged with answering queries fronted by guests. Even after checking in, guests will ring or go to a front desk for clarification and directions. However, is it productive to overwhelm front desk staff with this responsibility, especially during peak season when bed capacities are high? Enter virtual assistants. The robots rely on artificial intelligence to answer guests' questions about anything and everything. Placed next to a front desk, voice-activated virtual assistants deliver superior customer experience by reducing response times significantly.
For more information, reach out to other hotels in your area.Share