Correctly setting up automation in your business is the long-term path to efficient and smart use of resources. However, hospitality is based on the human touch, so finding the right balance is paramount when thinking about the hybrid hotel model. In this blog, we share 8 strategies for planning a successful hybrid hotel. From identifying objectives and prioritizing tasks to providing employees with support and testing thoroughly, these strategies will help you create a hybrid hotel that meets the needs of both guests and employees. Read on to learn more about how to plan a successful hybrid hotel.
(If you would like to read the full guide download it here)
1. Identify objectives and prioritize
Different types of automation will deliver different results within the hybrid hotel model, so it’s important to identify your objectives at the outset. Do you want to increase staff efficiency and productivity, help guests become more self- sufficient, or drive more revenue?
2. Start small, think big
Determine which tasks and processes can be automated and which tasks are better handled by employees. Start by automating simple, repetitive tasks and those most likely to deliver improvements to employee productivity and guest satisfaction.
3. Play to strengths
Let computers perform the work they can handle more efficiently such as data processing, reporting, workflows, and simple transactions. Preserve the human touch where it counts – in tasks that involve intuition, creativity, analysis, and problem-solving such as complaints and touchpoints most likely to leave a lasting impression with guests
4. Explore the technology
You can’t automate if the technology isn’t there. Find out what systems are supported by technology and ensure that they’re well-tested by hotels. Equally important, can they be integrated with your PMS?
5. Set guest expectations
Ensure guests know what to expect in advance so there are no unpleasant surprises. If there will be no front desk staff to assist guests or the only food and beverage option is a self-service café, including the information on your website and in pre-arrival messaging.
6. Provide guests with options
Where possible, give guests the option to choose between serving themselves or being served by employees, especially in the early phases of new technology. Ensure an employee is available to assist guests – whether in person, by telephone, or through messaging.
7. Provide employees with support
Implementing automated guest messaging at Safir Hotels & Resorts was only half the success. “For it to work well, we needed to ensure that our colleagues knew how to use the solutions efficiently and our guests knew what we were offering,” said Shazia Nazir of Safir Hotels & Resorts. So management provided training for team members as well as branding guidelines, collateral, and social media strategies to support the launch.
8. Test thoroughly and monitor results
Don’t go live with automated systems in your hybrid hotel model until you have worked out all the glitches. After launch, monitor performance closely, paying special attention to guest sentiment in surveys and reviews. Make the adjustments necessary to optimize results.
In conclusion, planning a successful hybrid hotel requires careful consideration of both guest and employee needs. Automation can help streamline processes and increase efficiency, but it’s important to ensure that the technology is well-tested and integrated with your PMS. Additionally, it’s important to provide guests with options and employees with support. If you’d like to learn more about how to plan a successful hybrid hotel, please don’t hesitate to reach out to our team.
For further insights, read the full guide here.