The pandemic forced the rapid digital transformation of the hospitality industry, achieving technological advances that would otherwise have taken years. Rather than seeing technology as temporary solutions that can be dropped now that life is ‘getting back to normal’, technology will enable you to create outstanding guest experiences and set you apart from your competitors.
In this article, we take a look at three ways technology will help you create an outstanding guest experience.
Personalise your guest experience
Research published by Deloitte has found that guests, particularly of luxury hotels and venues, value personalised experiences and are more likely to revisit and recommend establishments that consistently demonstrate personalisation of service.
Mystery shopping results published by guest experience experts, HGEM, further supports this, asserting that in order to move from a ‘good’ to ‘excellent’ rating your guests expect your staff to be doing more than simply ‘going through the motions’.
Personalisation starts before your guests arrive and continues throughout their stay. When you utilise technology effectively, you free your staff from routine administrative tasks to focus wholly on building rapport and engaging with your guests.
Make data driven decisions
Reliable data is the foundation of understanding what your guests expect – anecdotal evidence and staff perception is not enough. Technology enables you to track patterns of behaviour, providing quantitative data that you can use to plan improvements in every area of your venue and from staff allocation through to menu planning.
For example, reliable F&B data will allow you to understand the menu items that are the most popular, when people want to access services such as room service versus fine dining, or where you can reduce cost and waste by removing items that are rarely ordered.
Based on that data you can make robust plans that are good for your profits without negatively impacting guest experience.
Guest convenience and enjoyment
There’s no doubt about it – guests can be fickle!
- Research says they want a personalised service yet it also shows they demand the immediacy and convenience they have from other industries.
- They welcome the return of large events where they can enjoy time with their friends and family. But, after enjoying months of table service, they don’t want to spend time queuing at busy bars or waiting to be served.
- They are frustrated when obvious staffing shortages impact service standards.
- They are used to using apps to order everything from groceries to food deliveries to taxis and look for evidence that you are using technology to enhance the service you offer.
Whilst technology may be perceived as removing the personal touch and automating services, the right technology will enable you to overcome these challenges and deliver a service that is both on demand and highly personalised.
The Firsti® solution
Firsti® allows you to deliver exceptional guest experiences throughout your venue. The advanced customisation and user interface has been designed to provide an outstanding guest experience. Whether they are ordering room service or table service, are in your coffee shop or using any of the bars and restaurants within your establishment, your guests will always be shown the relevant menus and have access to any active special offers or featured products. They can quickly and easily personalise their orders to take account of personal preferences.
With real time data about guest location, bookings and capacity throughout your establishment, it’s easy for you to optimise staff allocation so, even if you are short staffed, your guests need never know!
Because orders and payments are taken entirely through Firsti®, your staff can concentrate on delivering the service excellence your guests expect, building rapport and creating a luxurious ambience that will maximise every guest’s spend through the sheer ease and simplicity of use.
Dynamic pricing made easy
Dynamic pricing is nothing new but it’s an undeniably useful tactic to influence guest behaviours. Firsti® makes it quick and easy for you to update your menus, create special events and have featured products.
When Firsti® is installed in your venue you’ll receive full training on how to use it including for creating these types of events. You’ll be walked through every imaginable scenario and shown how Firsti® deals with it from both your guest perspective and the ‘back end’ that your staff see.
Book a demo today and start boosting staff efficiency
To find out more about how Firsti® can help your venue deliver superior service even in the midst of a recruitment crisis, get in touch today.
Booking a demo couldn’t be easier. Just click the link above or email firstname.lastname@example.org