White Paper: Mobilize Your Workforce For Superior Guest ServiceSource: DT Research
Today, when a guest arrives at a hotel or resort, they stand in line in the lobby, sometimes for a long time, to check into their room. After check in is complete, if a restaurant reservation is needed, the guest may go to the concierge or make a phone call. If a resort service is desired, that is most likely another phone call as well. If the guest is in a casino and needs some cash for gambling, the nearest ATM is their best bet. And while this resort may know some guest preferences, like a non-smoking room facing the golf course, the level of detail can only go so far. Not feeling special? Most guests aren't.
Imagine a hotel, where as soon as you walk in the door, you experience a new kind of lobby. One with living room-style appeal, where standing in line to walk up to a counter does not exist. You are pleasantly greeted by a staff member, who, as you are sitting down on the comfortable couches is instantly checking you in with a mobile tablet, swiping your credit card in your presence and creating your key card. He knows all of your preferences, from non-smoking room to what kind of drink you typically order at the bar. As this pleasant staff member confirms your dates of stay, he asks if you would like a reservation in their restaurant. You are hesitant, as you would like to see the menu. He instantly retrieves it on his mobile tablet. You look and would like a reservation which he immediately makes for you just by typing into his mobile device. You are asked about scheduling other resort services which can be done quickly and easily. If you are in a casino resort, funds can be securely processed without having to hunt down the nearest ATM.
How did they do it? The resort mobilized their staff by providing them with a lightweight, durable mobile tablet. Thus, giving their staff the ability to provide superior, personal service while driving sales.