Enhance your customer service - part 1
Robert Ambrose talks about the marriage of technology and training to bring about impeccable customer service
T he need for more
sophisticated technology to support guest services must continue to spawn more creative ways to educate both
employees and customers.
A great guest experience requires an artful mix of hardware, software, and the best trained and equipped employees.
Remember, technology is providing the tools for the next level of customer service. Using the full applications of these tools by well trained staff will determine how fast your property can move to that next level of customer service. State of the art technology is a convenient path to guest service, but it is not always immediately user friendly. With fewer employees available, customers must rely on the standards a property has set for employee training and follow-up to assist them in the technology use.
Your guest expects a level of partnership with the employees at your property. Please don’t discount this level of personal service. This personal interaction together with the ease of technology is a great mix. Competent, trained employees must be available to back up the technology. The technological tools designed for the hospitality industry, combined with a focused customer support program, provides for an enhanced guest service experience.
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New technological innovations are assisting the hospitality industry and its related components to achieve efficiency and cost savings in many of the front-line departments. The tools come in the form of both hardware and software enhancements that allow for more efficient operation in lodging, casino floors, food and beverage, entertainment, special events and conventions. This same technology can be intimidating to some customers which means; on-going training of your staff in customer service and assistance is even more important now. And this comes at a time when many operational staffs have been reduced to a minimum.
In recent years, the revolution in service-oriented technology has contributed to a decrease in the number of employees. Many of the gaming floor positions have been reduced in size, incorporated into other positions, or do not exist at all. There are fewer employees to answer customer questions and to perform the general interactions needed to place a “face” on your property and clearly define your property brand. You can bring a customer to the door, but what are you doing to keep them coming back? As they leave your property, customers will remember most the experience they had with the last employee or self service unit they encountered.
Casino technology in the form of cashless slots (ticketing), as well as a major enhancement to
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