Hospitality Technology Magazine
October 2007
Self-Service Success
By Mary L. Carlin, Contributing Editor
This is yet another article to point out the fact that self-service is becoming an extrememly popular trend throughout the hospitality industry. As we well know, both the restaurant and lodging sides of the hospitality world are moving toward a more self-service based style of operation. This article highlights some of the important things to follow and keep in mind when making a move toward embracing a more self-service way of doing business.
At the top of the list is having a strategic business plan. This seems paramount. Without knowing what your goals are and what your desired way of operating is, making this sort of move is not only premature, but a bit foolish. Capitalizing on upselling is another key facet to keep in mind. The use of self-service kiosks can be optimized to expand and maximize the business's return on investment (ROI). A kiosk, i.e. a computer will never forget to offer "extra cheese" or to upgrade to the "best value" once it has been programmed to do so. It is much easier to simply press "OK' on the screen and instantly the business is maximizing profits.
Promoting and marketing is also very important. Customers must have a positive impression of self-service, and not be timid or turned off by such an option. Hand-in-hand with this is the need to train your staff to encourage the use of self-service. The mindset must be that you are not cutting costs, but rather increasing throughput. The location of these kiosks is also vital. Poor planning or positioning can have very negative effects. Owners must be able to communicate with their customers about how self-service will help with speed and accuracy, and the location of the machines must be aligned with this philosophy.
Rewarding customer loyalty is also another important area. Guests will be pleased to continue using self-service machines especially when there is an added incentive to do so. One of the easiest incentives, and subsequent benefits of these services in the fact that kiosks don't call out sick. It is possible to break down, but typically that maintenance will not be so extensive that it hurts business. The speed, efficiency, "line busting", are all benefits that the guest will enjoy. It is important however to keep things relatively simple. There is no need to have "killer applications" that over complicate a simple transaction. At the same time it is necessary to look to the future and be sure to invest in it. It has been said that self-service kiosks might eventually put the front desk out of business, and it is imperative to stay current and on the right side of change.
As I said in the beginning, I feel that this article is right on track with one of the fastest growing technology trends in the industry. Each of the ten items mentioned in the article make great business sense, and can help to insure success with the use of self-service kiosks and applications. I know that personally I am a big fan of self-service ( it is always the first line I go to at the supermarket for example) but I do feel that it needs to be complimented by actual human interaction. I do not necessarily agree that the front desk will be driven out of business by technology. I feel that for as "hi-tech" as the hospitality industry can get in the hope of increasing efficiency and convenience, there is still an undying need for "hi-touch" service as well. There can be no greater feeling of hospitality than that which you receive from an actual person smiling and greeting you at the front desk or at a host/hostess podium.
Monday, October 22, 2007
Sunday, October 14, 2007
Blog Posting #3
Hospitality Technology Magazine
September 2007
Wireless Access Everywhere
By George Koroneos, Contributing Editor
This article discusses the importance of wireless internet access. As we all know, this is an extremely popular and rapidly growing trend throughout the industry. Many hotel companies are beginning to require their properties to go completely wireless, or at a minimum at least offer such a service. This has been spawned by the fact that travelers today, whether for business or pleasure, desire to be able to access the internet from their own laptop computers via wireless access on the hotel's property.
There are some inherent struggles with adopting these technologies. Like so many aspects of IT, wireless access technology is constantly changing and improving. It is necessary for hoteliers to build in the cost of updating and upgrading their services into their budget much like the need to buy new linens and change carpets. Fortunately there are some alternative solutions when it comes to revamping an entire property to have no dead spots in their WiFi services. Even with these options however, it doesn't make upgrading to faster connections any cheaper. 802.11b service is now considered antiquated. The new standards for the latest routers are being headed up by 802.11n and 802.11i services which are the fastest yet.
The use of wireless access throughout a hotel is not a benefit only gained by the customer. This technology hes become a terrific tool for employees and managers as well. Companies like Vocera have developed systems using WiFi to communicate effectively the needs of guests to all employees who need to be informed instantaneously. These systems help to create the ultimate service experience which then ultimately makes more loyal and satisfied guests who return to your property.
I really enjoyed this article. It seems to be right on track with this very popular technology trend. I thought it was very interesting to read about some of the services being provided and also some of the companies who are developing systems and other technologies to be used in conjunction with wireless internet access. I had never heard of a Slingbox before this article, but now after checking out their website I almost want to buy one. Technology is an ever changing, always improving area which has so much potential for anyone in the hospitality business or pretty much any other career field to make use of. Possibilities seem to be endless and I feel that our generation will continue to be on the cusp of many new advancements.
September 2007
Wireless Access Everywhere
By George Koroneos, Contributing Editor
This article discusses the importance of wireless internet access. As we all know, this is an extremely popular and rapidly growing trend throughout the industry. Many hotel companies are beginning to require their properties to go completely wireless, or at a minimum at least offer such a service. This has been spawned by the fact that travelers today, whether for business or pleasure, desire to be able to access the internet from their own laptop computers via wireless access on the hotel's property.
There are some inherent struggles with adopting these technologies. Like so many aspects of IT, wireless access technology is constantly changing and improving. It is necessary for hoteliers to build in the cost of updating and upgrading their services into their budget much like the need to buy new linens and change carpets. Fortunately there are some alternative solutions when it comes to revamping an entire property to have no dead spots in their WiFi services. Even with these options however, it doesn't make upgrading to faster connections any cheaper. 802.11b service is now considered antiquated. The new standards for the latest routers are being headed up by 802.11n and 802.11i services which are the fastest yet.
The use of wireless access throughout a hotel is not a benefit only gained by the customer. This technology hes become a terrific tool for employees and managers as well. Companies like Vocera have developed systems using WiFi to communicate effectively the needs of guests to all employees who need to be informed instantaneously. These systems help to create the ultimate service experience which then ultimately makes more loyal and satisfied guests who return to your property.
I really enjoyed this article. It seems to be right on track with this very popular technology trend. I thought it was very interesting to read about some of the services being provided and also some of the companies who are developing systems and other technologies to be used in conjunction with wireless internet access. I had never heard of a Slingbox before this article, but now after checking out their website I almost want to buy one. Technology is an ever changing, always improving area which has so much potential for anyone in the hospitality business or pretty much any other career field to make use of. Possibilities seem to be endless and I feel that our generation will continue to be on the cusp of many new advancements.
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