• Shop Relay
  • Contact Us
  • Help
Relay Blog
  • THE FUTURE OF FRONTLINE WORK
  • Search
  • Menu Menu
You are here: Home1 / Relay for Business2 / 10 Ways to Maintain a Human Touch As Hotels Transition toward Tech-Focused...

10 Ways to Maintain a Human Touch As Hotels Transition toward Tech-Focused Operations

September 10, 2021/0 Comments/in Relay for Business

The hotel industry has evolved drastically over the past year or so, and in most ways, it’s for the better. But as we collectively figure out what’s next for the industry overall, it’s crucial to take stock of what we do best and what could use tweaking. More than that, those in the hospitality industry are trying to figure out how to update and upgrade the notion of high tech/high touch.

It’s somewhat ironic that an industry known for touch points, has been scrambling for the past few months to figure out how to amp up their tech approach. Even as you update your own operations, it’s worth repeating that your hospitality service points should always be a top priority.

To help you figure out how to keep the human touch while upgrading your tech approach, we came up with a list of ten things to keep in mind.

1. Always keep your touch points updated. As much as guests love the reliability and comfort of a trusted hotel chain, they love novelty as well. Keep updating and improving the places your clientele interacts with your brand.

2. Personalize as often as possible. If you’ve ever attended a conference you’ve seen the ubiquitous “Hello my name is” name tags. People like seeing their name or initials on things, even if it’s the foam of their morning latte. Some years ago we stayed at the Glasshouse Hotel in Edinburgh and still marvel over the fact that they made up customized cards saying we were in residence.

3. Add sensory experiences. From a signature scent to home-baked cookies, people remember the scent of their favorite spaces. One hotel cited often for their signature scent is the Ritz Carlton, New York iconic hotel’s 50 Central Park scent. Most amazing about this fragrance is the fact that it was inspired by what its creator, Antica Farmacista, refers to as a “scent map” of Central Park.

4. Create a way to stay in touch. Whether it’s a birthday greeting or a secret recipe shared with specific guests, you can create the feeling of a relationship instead of a transaction.

5. Add visual cues. Infographics work online for a reason, they provide visual cues to help absorb information. Remind guests that their safety and that of employees is always a priority, by creating an easy-to-understand visual guide to both safety exits and a key to associate alert devices. In this way, you reassure guests instead of making them wonder why staffers have suddenly started wearing panic buttons.

 

At Relay, we’re proud that our devices connect workers and empower them through the use of a panic button and a completely connected cellular network. Contact us to find out how to empower your staff through connectivity with a device that alerts anyone to potential danger.

“Don’t just pay lip service to human contact, be sure to actually have someone available to address concerns that might arise along the way.”

 

6. Offer alternatives to A.I. Be sensitive to older guests, non-tech natives, or those with potential hearing impairments or other issues. Make it clear that while there is now an electronic way of connecting, there is also an easy way to connect with a human being.

7. Make it easy. Don’t just pay lip service to human contact, be sure to actually have someone available to address concerns that might arise along the way. Don’t make your guests struggle to find a way to interact with an actual person.

8. Create “easter egg” type amenities accessible only through your app. If you want to encourage interaction, you should probably come up with reasons for guests past and present to stay in touch. Maybe it’s a weekly treasure hunt (virtual, of course) or points-based system that rewards guests for checking in and offers them incentives to keep doing that.

9. Remember the hand-written note rule. Sure a quick “TY” counts for a thank you note these days, but it isn’t particularly thoughtful, even as it acknowledges someone’s kind act. Instead, try to send out hand-written notes to your best customers or even to commemorate an occasion. If a couple celebrated their destination wedding at your location, consider sending them a hand-written anniversary card inviting them back. It’s thoughtful, it’s also good business.

10. Keep updating. Much in the same way that your favorite software requires regular updates and upgrades, so should your human touch approach.

 

 

The Relay difference:

Relay is establishing a benchmark for the next technological revolution that focuses on innovative, durable, and highly adaptive voice-first technology for frontline workers. Our vision is to empower frontline teams with technology that allows them to safely and quickly connect to the people and information they need to get their jobs done more efficiently.

Share this entry
  • Share on Facebook
  • Share on Twitter
  • Share on LinkedIn
  • Share on Telegram
  • Share by Mail
https://blog.relaypro.com/wp-content/uploads/2021/09/Blog-01-–-35.png 711 1747 Travis Aptt https://blog.relaypro.com/wp-content/uploads/2021/02/relay_blog.svg Travis Aptt2021-09-10 16:59:052022-02-10 13:33:3410 Ways to Maintain a Human Touch As Hotels Transition toward Tech-Focused Operations
0 replies

Leave a Reply

Want to join the discussion?
Feel free to contribute!

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

SEE RELAY IN ACTION

GET A DEMO

Webinars

  • [Webinar] 3 Simple Steps To Improve Member Experience in 2023 December 12, 2022 […]
  • [Webinar] Office Hours with Sean Van Straatum, AGM & Director of F&B, Oakmont Country Club July 25, 2022 […]
  • [Webinar] Office Hours with Tracie Szybnski, Owner of Elkins Resort On Priest Lake June 7, 2022 […]
  • [Webinar] Office Hours with Wayne Burgher, GM, Residence Inn Grand Rapids Airport June 6, 2022 […]

Popular Posts

  • Nearly 50% of Hospitality Workers Might Switch Jobs for Better Tech  September 15, 2021 […]
  • 5 Ways Tech Can Improve Your Hotel’s Bottom Line October 15, 2021 […]
  • Is Your Hotel Tech Leading-Edge, or Bleeding-Edge? October 20, 2021 […]
  • 5 ways you can leverage data to make your staff more effective November 4, 2021 […]

HAVE A QUESTION ABOUT RELAY?

CONTACT US
Relay Blog

RELAY FOR BUSINESS

Relay+

Relay Panic Button

Pricing and plans

Get help

Contact sales

RELAY FOR FAMILIES

Relay

Get help

Support docs

COMPANY

Careers

Press & media

LEGAL

Acceptable use policy

Children’s privacy policy

Privacy policy

Safety & regulatory information

Statement of limited warranty

Translate channel

Consumer terms of service

Enterprise master agreement terms

Our Relay for Families Blog have been archived. Click here

  • Facebook
  • Twitter
  • Instagram
  • Youtube
  • Vimeo

COPYRIGHT © 2022 RELAY, INC.
ALL RIGHTS RESERVED.

3 Reasons Cloud Access Improves OperationsNearly 50% of Hospitality Workers Might Switch Jobs for Better Tech 
Scroll to top