Today there are 850,000 open positions in U.S. hospitality and leisure with NO TAKERS. Similar is the situation in Europe and APAC: a lot of unfilled hospitality positions.

Offering sign-up bonuses and poaching employees from your competitors is simply unsustainable since your competitors or their competitors will poach them back. From temporary phenomenon, labor shortages have become a permanent reality and hoteliers have to learn to live with it.

Whether hoteliers like it or not, the hospitality industry is moving from low-tech and high-touch to high-tech and high-touch. But what kind of high-touch? Fewer, well-trained and well-paid employees using technology to provide stellar service. Service, which currently the poorly paid and trained employees, overwhelmed by labor shortages and mundane, repetitive tasks simply cannot provide.

The question is, how can hoteliers use technologies to reduce their staffing needs and afford to pay their employees living wages, train them better and empower them with the right tools to provide stellar service?

Mark Fancourt
Mark Fancourt
Co-Founder at TRAVHOTECH

Often when reviewing the feedback from the best hospitality experiences around the world the key factor cited by the customer is the service experience and the engagement with, and by the staff.

  • "The service was impeccable"
  • "I want to thank the staff of this hotel because they were incredibly gracious and kind"
  • "a staff that is simply outstanding"
  • "every member of the staff embodies the spirit of hospitality deep within"
  • "Thank you for making our stay special and magical!"

The answer to the problem lies in this understanding of what moves the customer needle in the hospitality industry.

Businesses praised for impeccable service often enjoy desirable revenue streams, underlining the correlation between service excellence and financial success.

Therefore, the question follows, what steps can I take in my existing hospitality business to raise the service experience to a level that is pleasing the customer?

The answer is technology.

For –

  • Empowering the service team
  • Enhancing service delivery efficiency
  • Raising service standards
  • Improving staff experience and the attitude toward service delivery
  • Facilitating customer input and feedback
  • Boosting reputation and revenue

For the overall improvement in execution of the hospitality experience.

Technology and manpower are mutually inclusive.

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