FRONT OF HOUSE
HOSPITALITY AND FACILITIES: WHAT IS THE CONNECTION?
In the hospitality industry, the frequent adoption of new approaches in customer service is driven by consumer behaviour and availability of new technologies. Luis de Souza, CEO of NFS Technology Group, suggests that facilities teams and the corporate world can gain many insights from the wider hospitality market to deliver best service experiences for both staff and visitors.
An important question would be; is the facilities market moving at an appropriate pace to engage this very same individual who is also a consumer?
Today’s consumer is exposed to a wide range of service experiences through travel, online booking, together with hotel and restaurant visits, which have created high levels of expectation as well as influencing their sense of what good levels of service actually mean.
Key factors in the delivery of a great service experience is the use of technology, which ranges from smartphones, tablets and other web-based technologies, supporting services such as customer loyalty programmes. These technologies enable the digital experience to be realised across the spectrum of service delivery.
In response, both hotels and restaurants have raised their game quite significantly, especially when it comes to the front of house and the guest experience. These expectations are now being carried through to the corporate
50 | TOMORROW’S FM
environment where the visitor reception facilities team needs to adopt the same standards and have access to the same technology.
THE EXPERIENCE In the consumer world, the best
customer experience is one that satisfies to the point where the brand becomes a preference and a long- term commitment is obtained from the customer, who then recommends the brand to friends and family.
Across the spectrum of hospitality and the corporate world, being able to provide staff and visitors with a friendly but professional welcome is now ‘the norm.’ This is delivered through appropriate front of house recruitment and training, and increasingly the use of technology.
In a hotel, the receptionist with access to reliable hotel room booking software would be pre-informed with a booking confirmation of arrival, room allocation, the length or stay, the number of people in the party and also increasingly the reason for your stay – whether it be a business trip or a personal celebration.
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