2 Jun 2024
A summary of our hotelier event at Hotel Continental 2nd of May this year.
In today’s fast-paced and technology-driven world, the hospitality industry must find a way to blend cutting-edge technology with personalized, high-touch service to create exceptional guest experiences.. We summarized the most important talking points and conclusions from our joint event with Profitroom 2nd of May in Oslo.
RG Hospitality Management Masterclass - Bridging High-Tech & High-Touch
Planning and setting goals
Every successful initiative begins with a well-thought-out plan. Establish clear objectives and ensure that all team members are aligned with these goals. During the masterclass we looked further into what this planning should involve.
Blueprinting the entire guest journey and touch points
Mapping out the entire guest journey is essential for identifying all interaction points and ensuring a seamless experience.
Tech Stack: Back office structure
Understanding and organizing the technical infrastructure behind the scenes is crucial for smooth operations. The Masterclass gave an insight on what a robust tech stack should include.
Soft skills
Ensuring that the teams possess the necessary knowledge and motivation is vital for delivering exceptional service. Key areas to focus on includes:
Building a revenue culture.
Responsibility to educate employees.
Exploring alternatives.
Innovation
Innovation is a critical component for staying ahead in the hospitality industry. Allocate specific time for innovation activities and integrate sustainability, technology, and security into your efforts.
Navigating in the present
Regularly review current strategies and adapt to the changing landscape. Identify relevant KPIs and set your own performance standards.
Examples of implementing high-tech and high-touch
Combining technology with personalized service can create a unique signature experience. Here are some of the practical examples given:
Mobile keys as an addition.
In-Room technology for example room sensors.
Providing in depth and diversified training for the team.
Systematically managing guest feedback.
Conclusion:
Effective communication, both internally and with guests, is imperative for success. By developing a comprehensive strategy that encompasses all areas, experimenting and discovering what works best, and maintaining simplicity in implementation, hospitality businesses can bridge the gap between high-tech and high-touch. Assemble a task force of 3-4 people to handle this work and ensure every department understands how to use the systems. By combining technology with personalized service, businesses can achieve the perfect balance, leading to increased revenue and enhanced guest satisfaction.
As seasoned hoteliers we know that time and/or resources are limited. By bringing in an external partner you will unlock your full potential and create both growth in profit and guest satisfaction. https://www.rghm.no/contact
RG Hospitality Management - A guide to time management in fast paced environments.
The Hospitality Industry usually has a huge impact on all of us working in it. It is safe to say that it becomes a lifestyle.
So how do we manage to survive and create a work-life balance?
At the Nordic Hotels & Resorts Sales Summit earlier this year Andrès had the honor of being the external speaker. He used Mentimeter to question the audience which mainly were from the hospitality and sales industry. A major issue highlighted was time management and prioritization, which are significant contributors to burnout.
A survey done by Profitroom in the UK hotel and travel industry found that nearly 70% of respondents considered quitting due to stress. Key stressors included adapting to new technology (50%), the demand to deliver excellent service (44%), and the responsibility to increase revenue (39%).
To mitigate these stresses and avoid burnout, we discussed strategies for managing stress, gaining control, and prioritizing tasks effectively.
But how do you, as an individual manage to de-stress, get an overview and prioritize correctly?
We in RGHM created these 5 steps to guide you.
Make an overview for each working day
Prioritize the tasks in the correct order
Give each task a time limit
Block out anything that might seem distracting
Take breaks
We looked into each step and what you could to make sure that you optimized each one.
Reach out to us at contact@rghm.no and get the complimentary 5 step guide with all the details, the framework and best practices.
Photo: Hotel Continental
Written by Nadia Elise Khamis - Commercial Manager, RG Hospitality Management.