How mobile will transform hotel
front desks next year
Although mobile has set up shop in
thousands of hotels with the popularity of keyless room entry and personal
concierge applications this year, it could soon also take over front desks with
self-service check-in options for guests, according to new research from
Samsung Insights.
Samsung Insights’ new report
posits that mobile will transform the aesthetic look and function of front
desks at hotels, with 47 percent of hotels planning to leverage personal
devices for check-in next year. As smartphones continue cementing their place
at the top of the food chain when it comes to travel and hospitality, mobile
technology is bound to change the infrastructure of the industry as well.
“It makes sense to offer mobile
staff in every department, not just the front desk,” said Alex Shashou,
co-founder and president of hospitality operations platform ALICE. “If your
staff is empowered to work through mobile, they can go to where they are most
needed and remove a lot of inefficiencies in accessing their work while also
walking to the area in which it is needed.
“This allows your employees to
respond to issues and requests in a timelier manner,” he said. “For example, by
giving mobile tools to your front desk agents, they can service guests and walk
them to their rooms at the same time.
“Whereas before, it would take two
staff to perform this action, and require the guests to wait in line for one of
the staff to be ready. Thus, mobile staff is able to build relationships,
direct the guest and perform the transactions the guest wants all at the same
time.”
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