When Monscierge first began our journey, we spent several days working in the back-of-house with staff at a well-known hotel in downtown Oklahoma City. Their team talked with us about their passion for our industry, their love for their guests, and the challenges they face every day. I asked one of the bell staff "If you could change one thing about the operation of your hotel, what would it be?" Without hesitation, he said "I'd kill the cheeseplate. Every day I deliver complimentary cheeseplates as welcome gifts to our VIP guests, and every day I'm the guy that later discards most of all of them – totally untouched. If I could tailor the welcome gifts to something each guest truly valued, they would feel cared for, I would feel more invested in the people I'm caring for each day and we'd reduce significant waste at the hotel. Everyone wins."

We at Monscierge couldn't agree more. Over the last ten years, I've been privileged to work with some of the world's brightest hospitality minds. Our mission? To kill the cheeseplate.

The only way to get there was to start with a complete, unified work of technology that allowed hotels to connect and communicate with guests throughout the entire journey. Most industries had this technology years ago, and have set the bar high for user expectations with regard to what a platform like that can do, especially in hospitality, an industry whose very foundation is service.

Monscierge worked closely with AccorHotels to understand the impact on both guest satisfaction and operational efficiency when empowering hotel staff with mobile technology. AccorHotels deployed Connect Staff - our product for staff communication, workflow management, and data analytics - to their hotel employees across a number of brands in the UK to digitize workflow management, improve response times and increase service levels. The rapid, low impact deployment yielded immediate improvements in labor efficiency. 

Data from 100 properties showed that within 6 months, hotels' average guest satisfaction scores had increased by 5 points over the control group who hadn't deployed the product.

Furthermore, the usage data generated by Connect Staff across these properties in 2016 showed a clear correlation between lower incidences of guest complaints and refunds when product engagement was highest.

Didier Louis, Technical Services Manager UK & Ireland, Accor Group, said, "The Connect Staff platform has digitized our entire workflow management process. The business data and analytical insights we now have access to via Monscierge means we can make impactful, real-time decisions and adjustments at an associate, departmental, hotel, regional and brand level. In today's data-driven hospitality world, the ability to access, analyze and apply this sort of data is critical for organizations to compete successfully."

This is the beginning of not only predictive maintenance for hotels, but also intelligent recommendations for guests based on their data captured by the Connect platform. 

We are killing the cheeseplate - please join us. 

Crystal Robinson
Monscierge

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