FRONT OF HOUSE
In a corporate environment, FM teams with access to specialist booking software can equally greet guests with knowledge of who they are, to whom they are expected to meet, meeting room allocation including digital signage to guide them to their location, security clearance access and technology requirements, including Wi-Fi and AV or access to video conferencing facilities.
In designing the guest (visitor) experience, FM teams should consider the approaches that are now widely in use within the hospitality market.
SPEED AND EFFICIENCY Typically, businesses have good
information available on both staff and visitors arriving at a facility - and if they don’t, they should! As in a hotel environment, the front of house team should be using this information to provide a seamless and efficient process at the check-in point.
In the hotel market, the check-in process can be eliminated altogether with digital room keys operating via NFC technology, combined with mobile check-in to both room and leisure facilities. Some hotels are also offering an app that allows seamless engagement with the guest based on guest preferences, which can be significantly less obtrusive than email marketing.
In a restaurant too, the dining experience is changing with the control now held by the consumer who is able to select from the menu, choose a dining seating experience and even pay up front, all through mobile technology such as Apple Pay.
So what are the elements of an efficient process to deal with staff and visitors? Firstly, access to the right information about the individual. Secondly, the use of digital technology such as signage to communicate meeting details and direction to the relevant facilities. Thirdly, the use of technology to engage service providers in a fast and efficient manner, potentially through mobile devices to handle the vast number of changes that can be a common facet of meeting arrangements.
www.tomorrowsfm.com
SECURITY Collectively the challenge is to
balance maintaining the highest level of security whilst delivering a hospitable and friendly welcome. After all, good, well-thought-out security benefits everyone, both staff and customers alike, from the moment guests walk through the entrance and is greeted by the front of house team.
In the hospitality market, card-based technologies are increasingly used to provide secure access.
The next generation of secure access will be made possible by the wider use of mobile phones for key functions including access to bedrooms, in room entertainment and of course the mini-bar!
“IN THE HOTEL
MARKET, THE CHECK- IN PROCESS CAN BE ELIMINATED
ALTOGETHER WITH DIGITAL ROOM KEYS.”
In the corporate world, card technology is also widely used today and works well when there is good integration between the visitor management system and access to rooms and meeting spaces.
Best practice in the corporate world, combines the innovative use of technology with the human touch at key points in the process, to deliver both the welcome and the security required for members of staff and visitors.
EXCEEDING EXPECTATIONS In the hospitality industry, the
guest experience that exceeds expectations is always a great way to guarantee a return visitor. Even if our expectation is not delivered, how the business deals with a complaint is equally likely to influence our decision to pay a return visit.
Leading hospitality businesses now have staff dedicated to obtaining feedback and responding positively to any negative experiences. This proactive approach is seen across the consumer spectrum, including the manner in which hotels or restaurants respond to negative reviews on Trip Advisor.
Today, the visitor expects to have secure access, good quality Wi-Fi, the ability to use mobile devices and the expectation that their dietary and other requirements (disability) are recognised and dealt with by the organisation. Failure to do so could damage the brand.
It is the combination of delivering what is promised in a personal and efficient manner, whilst having access to the right information and being able to communicate effectively to service providers as well as respond proactively to service failures.
The checklist for great service delivery
1. Understand the client and their service requirements and expectations.
2. Have access to the right information about the client, ideally on a mobile device.
3. Tailor the personal experience-- how the client might be welcomed when engaging with a quality hospitality business.
4. Use technology to support service delivery, capture the right information, including feedback when service targets have not been met.
5. Where possible, embrace the latest technology to deliver a seamless experience in sensitive and complex areas such as security and facility access.
6. Get the basics right, with simple issues like the provision of Wi- Fi access to staff and visitors, without the need to be asked.
7. Adopt a proactive approach to client engagement to identify how well expectations have been met in all aspects of the experience.
www.nfs-hospitality.com TOMORROW’S FM | 51
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