Industry Update
Supplier News21 July 2020

Routier Forms Strategic Partnership With Knowcross® to Enhance Guest Contactless Service Quality and Efficiency in Wake of COVID-19

Routier’s AI-driven MessageHub™ integration with KNOW Service streamlines two-way guest communication and task management abilities for labor-strained hotels, while providing guests with safer access to hotel services.

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Routier

WASHINGTON D.C. & TEL AVIV - Routier, Inc., a leading provider of AI-enabled hotel operations, marketing and guest engagement solutions, has announced a strategic partnership with Knowcross®, the global leader in providing service quality and optimization solutions for hotels, to provide reopening hotels with advanced tools capable of overcoming a range of service challenges posed by COVID-19. Through the integration of Routier's unified communication's platform, MessageHub™, with KNOW Service, a leading guest request management and maintenance tracking platform, recovering properties enhance their ability to maintain high quality guest-centric experiences that fully comply with cleanliness and social distancing concerns, regardless of reduced labor resources.

With hotels required to implement the "New Normal" standard operating procedures to reduce health risks, while simultaneously struggling with limited staff, the Routier and Knowcross integration provides the vital ability to streamline and automate the guest communication and request process, while minimizing physical contact. Via MessageHub's omni-channel abilities that allow guests to remotely and safely communicate without the need to download an app, requests, queries or complaints can be instantly uploaded into the KNOW Service task management platform. This creates a single, holistic and end-to-end dashboard that allows smaller hotel teams to efficiently monitor all guest interactions, while taking advantage of KNOW Service's ability to direct queries to the appropriate personnel. With the issuing of task alerts by KNOW Service, hoteliers working with a reduced workforce can also prioritize requests to ensure the timely completion of tasks. Together, these advanced features drive efficiency and faster response times, which can prove critical to maintaining guest satisfaction and a hotel's bottom line.

"KNOW Service has consistently empowered hotels to reduce guest service time, increase staff productivity, minimize delays and incorrect deliveries, identify trends, and analyze performances automatically, all of which are especially vital in today's climate," noted Karen O'Neill, President-Americas at Knowcross. "The Routier integration further builds off the current needs of hoteliers in the wake of COVID-19, and we are pleased to provide them with an integrated, automated AI-driven guest-facing solution that, with its contactless, flexible, and scalable abilities, can fully address all guest service expectations."

Using its artificial intelligence-based abilities, MessageHub can further reduce the strain on operations while maintaining guest satisfaction by automatically responding to queries and directing any additional guest follow-up requiring human intervention to the relevant department within KNOW Service. This 24/7 staff agent MessageHub feature can also proactively interact with guests on their communication platform of choice to alert them to services that may be of interest, optimizing personalization and revenue opportunities, while fully digitizing experiences to minimize close contact and make better use of limited resources.

"The collaboration between Routier and Knowcross means that hoteliers can achieve the flexibility they need to steadily bring back employees and restart operations, while avoiding any lapse in guest service quality," said Gal Bareket, CEO at Routier. "The MessageHub and KNOW Service integration also not only acts as a comprehensive solution that fully addresses guest expectations to be able to communicate in a safer manner, it can further form the backbone of a hotel's ability to cater to increasing demands for ever faster, exceptional and personalized experiences."

Hoteliers interested in adding Routier's MessageHub solution to their existing KNOW Service application can speak directly with their local Knowcross representative, email [email protected] or call +1 866 601 5669.

Routier clients interested in enhancing their operations capabilities with Knowcross can speak with their dedicated customer success manager, send a text message to +1 917 267 7918, or send a message to [email protected].

About Knowcross® | Founded in 2002, Knowcross is the global leader in hotel operations optimization software, developing proven service quality management solutions to help maximize efficiency, productivity and elevate guest service - with a direct impact on increasing the bottom‐line.

The innovative Knowcross cloud-based (SaaS) platform includes a suite of pioneering applications including KNOW Service, KNOW Housekeeping, KNOW Glitch, KNOW Mobile, KNOW Inspection, KNOW Tenant and KNOW Maintenance. All Knowcross solutions support multiple languages, can be fully customized, and seamlessly interface to the leading PMS systems, in-room control systems, staff safety devices, messaging gateways and fire alarm systems.

With a global customer base across 40+ countries, Knowcross is a trusted partner to some of the world's most well-known global brands including Aqua-Aston, Capella Hotels & Resorts, Cheval Residences, Hoxton, Hyatt, Hilton, IHG, Kempinski, Minor Hotel Group, Oberoi Hotels & Resorts, Radisson Hotels, Rosewood, Sydell Group, Taj Hotels, The Doyle Collection, Sutton Place Hotels Shangri-La and Nikko Hotels; as well as marquee independents such as Angad Arts Hotel, Dolder Grand Zurich, Inn at Perry Cabin, Le Barthélemy Hotel & Spa, Le Bristol Paris, Mandarin Orchard Singapore, Ojai Valley Inn, The Curtain London, The Mark New York, The Ned London and The William Vale Brooklyn.

About Routier

Routier is the developer of the hospitality industry's first AI- and SaaS-based solution for personalized guest engagement, outreach, back-of-house staff communication and collaboration. Designed to deliver operational excellence and drive growth in guest satisfaction and ancillary revenue, Routier provides hotel brands and management companies with a real-time health score for their properties' portfolio via its proprietary omnichannel platform. Since its inception, Routier has established itself as the developer of disruptive communication technologies for the hospitality industry, including hotels and resorts, airlines, cruise ships, and CRE. The company's growing portfolio of technology solutions transforms the way hospitality providers connect, communicate and share information with their customers and staff to substantially improve hotels' ROI, customer experience and staff performance. For more information, please visit www.routier.io.

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