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What the Pandemic Taught us About Guest Safety

August 24, 2021/0 Comments/in Relay for Business

At just about a year and a half into the pandemic, most of us probably know a lot more about germs, contagion, and safety measures than we ever thought possible. And while anyone working in the hospitality industry has always prioritized keep guests happy, well-fed, and safe, these days there’s an increased sense of urgency as we realize these are potentially life and death issues now as well.

From staggering check-in and check-out to outfitting staff with panic buttons to expanded disinfection routines, these are some of our greatest takeaways from the pandemic.

 

Guests want to know you’re committed to keeping them safe. It may sound oversimplified, but when traveling for vacation or business, your guests don’t want to have to worry about a thing. They’re staying with you because your property offers them convenience or specific amenities while allowing them to stop constantly fretting about the state of their health or safety. While you rely on guests to follow your property’s rules, they need to know that your property is doing everything possible to keep them as safe as possible. Sometimes that’s something as simple as adding a note on a reservation letting guests know there’s a staggered dining option. Other times it can be presenting them with more exits and entryways to avoid a crush during mealtime or before site-seeing. And if you sense a guest is still uneasy, you can ask them to fill out a feedback form to try to understand how to do better during their next say.

 

Guests want to be apprised of updates in policy. While some resorts or hotels prefer to keep their routines more private, clients now want to know where you stand in terms of everything from cleaning a room to expanded check-in schedules.

 

Guests need to be reassured. If someone decides to travel, they want to know that they’re making the right decision by trusting you with their health and safety. As such, make statements when necessary. If your resort or restaurant is an industry leader, let guests know. Now more than ever is a great time to brag about all the ways you’re dedicated to keeping guests safer than ever.

 

It’s a good idea to have a consistent spot for updates. To help guests feel relaxed and safe, you should update your website and app often to include not only your most recent policies but any changes potentially affecting them. For instance, if you live in a state that passed panic button mandates, you should thoughtfully mention that your team is now equipped with associate alert devices. Many hospitality sites keep a prominent area of their website for all COVID or safety-related announcements.

 

Guests want a go-to person. Where visitors to your hotel or spa might have previously checked in and then gone about their visit, they now want someone to stay connected to throughout. Since announcements are made daily about everything from new variants to locally implemented laws, your clients want to know there’s someone they can talk to about any changes. Unlike the smash TV show The White Lotus, where the staff presented interchangeable roles and personas, guests want to feel as though there’s someone they connect to beyond the polite nods.

 

Guests will follow your lead. As long as you present options that make sense and are clear to have been created with your guests’ safety in mind, you don’t have to apologize or second-guess your choices. If guests seem combative or unwilling to mask up if it’s the law where you are, you can politely and firmly offer them an alternative housing option. Your bottom line is providing a sense of guest safety to the majority of guests.

 

Guests expect you to make an extra effort. If you would rather show and not tell, consider adding visible amenities to your guest rooms. A hand sanitizer pump in all rooms and widely available minis show guests that your commitment to guest safety is authentic and part of your policy.

 

Guests want to see the ways you keep them safer. While in the past having one’s room made up was the extent of a guest’s interaction with the cleaning staff, they now want to be reminded of their presence. Consider assigning one employee to disinfect entranceway touchpoints like banisters or elevator buttons. Consider asking staff to all wear their panic buttons in the same spot, for instance right about their name tag. This is another visual clue that your establishment keeps both employees and guests protected at all times.

 

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.

 

The Relay difference:

If you’re ready to set up your own network of associate alert devices, look no further than Relay. Our products are affordable and efficient. Relay is an easy to deploy, flexible panic button. Best yet, it’s also an elevated communications solution, so you’re combining two critical line items into one (with better value). With Relay, you save money, setup is nonexistent, and our products offer hotel staff a practical, easy solution.

https://blog.relaypro.com/wp-content/uploads/2021/08/Blog-01-–-33.png 711 1747 Travis Aptt https://blog.relaypro.com/wp-content/uploads/2021/02/relay_blog.svg Travis Aptt2021-08-24 17:02:452021-10-20 14:01:48What the Pandemic Taught us About Guest Safety

How COVID-19 Changed the Hotel Tech Stack: Where to fill in the gaps

August 17, 2021/0 Comments/in Relay for Business

Along with more obvious changes to the ways hotels operate in a COVID19-aware world, there are things we may never have previously thought about.

For every disinfection protocol or implementation of associate alert devices, there’s a lesser-known change needed. For instance, with changeable staffing, longer wait time between guests, and even different entry or exit points, it’s entirely possible that the tech stack that once worked for you is no longer viable.

If you’re trying to figure out how to update or modernize your existing hotel tech stack, below are some good places to start. But first, what’s a tech stack anyway?

 

Tech Stack 101:

In brief, a technology stack, better known as a tech stack, is a group of tools used to run your business. Your stack may include everything from the programming languages you use to the tools or apps that allow you to streamline, organize or distribute information. Your tech stack also probably includes not only the software you create or run but also the hardware that supports it.

Tech stacks are often divided into two main parts – the client-facing side otherwise known as the front end, or the server-side AKA the back end. While both support each other, they have very different purposes.

 

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.

 

The COVID-19- era tech stack

You’re not imagining it, everything has changed drastically over the past year or so, even the technology we use to run our businesses. Especially the technology we use to run our businesses.

In the past, it might have been possible to delay updating your tech stack until you’d done enough research to make the right choices. But none of us have that luxury anymore, since the pandemic changed the way hotels operate and will continue to operate moving forward.

Last fall McKinsey & Company released findings from a survey that revealed that responses to COVID19 sped up the adoption of digital technologies by several years. More than that, these changes will likely be here for the long haul.

Wondering how drastic these changes are? As reported in the survey, “According to a new McKinsey Global Survey of executives, their companies have accelerated the digitization of their customer and supply-chain interactions and of their internal operations by three to four years. And the share of digital or digitally enabled products in their portfolios has accelerated by a shocking seven years.”  This also means that if you dawdle, your market share and ability to serve an evolved clientele could suffer drastically. But there’s no need to panic just yet.

 

Make the easy changes first

Before you invest tens of thousands of dollars in untested technology, start off by seeing what the potentially easy fixes are. For instance, you can start by patching your system. Find out about the newest or first service patch for your current technology upgrades, suggested SEO and Social Media Marketing consultant Brad Marcus, of Marcus Interactive.

Marcus explained it this way. “If you are on a product that is at 5.9 and the company makes a 6.0, you wait for 6.0.1 to look at it and evaluate your needs and whether the product is still fulfilling them.” In this way, you can test the updates and upgrades as you go.

 

Evaluate your tech stack yearly

If you’re too overwhelmed by the summer rush of guests at your hotel, or have prioritized teaching staff how to use their new panic buttons, you can set a specific time for an update and tech stack analysis. Marcus said, “At worst, a company should do an evaluation once a year of their entire tech stack to make sure the coming year is planned for and the tech is more than sufficient. And that includes both hardware and software.”

 

Make a tech stack to-do list

Not sure you’re ready for an entire tech stack overhaul? It’s fine to take it in increments. Working with your IT staff along with your customer experience experts will help you to come up with a manageable timeline. Here’s a sample of how to get things started.

  • Analyze then patch. Is your system up to date or was your last update before the pandemic? This is a quick and easy fix that will at least allow you to feel in control of the stack.
  • Set a date to do a full top/down system analysis. Stick to it.
  • Assign a back-end head of project to liaise with a front-end head of project. Have them solicit feedback from both the hospitality staff and the tech staff on what works well and what seems outdated or slow. Create a list of what needs improvement.
  • Create a budget. Now that you know what needs to be done, set a realistic budget to cover even unexpected situations.
  • Create a timeline. Now that you know what you need and how much you can spend, create a realistic timeline of when all elements will be updated. Pad the list to include staff training, bugs and more.
  • Prepare a contingency plan. No matter how well you plan, things can and will go wrong. Consider a soft launch or minimal rollout.
  • Let guests and staff know there are changes coming.
  • Bring in a trusted consultant. If it all seems too overwhelming, there’s no reason to force yourself to handle all elements in-house. Start asking for referrals and recommendations and bring in someone who can assess your needs and help you make necessary (and affordable) changes.

 

The Relay difference:

If you’re ready to set up your own network of associate alert devices, look no further than Relay. Our products are affordable and efficient. Relay is an easy to deploy, flexible panic button. Best yet, it’s also an elevated communications solution, so you’re combining two critical line items into one (with better value). With Relay, you save money, setup is nonexistent, and our products offer hotel staff a practical, easy solution.

https://blog.relaypro.com/wp-content/uploads/2021/08/Blog-01-–-32.png 711 1747 Travis Aptt https://blog.relaypro.com/wp-content/uploads/2021/02/relay_blog.svg Travis Aptt2021-08-17 12:21:202021-10-20 14:01:40How COVID-19 Changed the Hotel Tech Stack: Where to fill in the gaps

5 Tips for Implementing New Technology

August 9, 2021/0 Comments/in Relay for Business

In 2017, Denmark made history by appointing the world’s first tech ambassador. Since that point, at least a dozen countries have followed suit.

More political tech ambassadors work on outreach to international online allies and creating programs to protect their netizens. They also create paths for people to bridge the gap between online and offline life while safely navigating online spaces. On a corporate level though, tech ambassadors are something else entirely.

Much like influencers who seem to exist to be copied, tech ambassadors are almost like role models for others in their workspace.

 

What does the tech ambassador do?

From testing new products and technology to providing valuable feedback, the tech ambassador will act as the face of technology for your company or property. Your tech ambassadors might also be the ones staffers come to with usage questions, complaints or valuable feedback.

When choosing a tech ambassador it’s important to pick someone who is comfortable behind the scenes and in a group if needed to train team members.

 

The team tech ambassador

Alexandra, an executive admin (who asked that we not share her last name in this story because of corporate privacy issues) is the tech ambassador at her office. When there’s new tech, Alexandra is the rep from her team to gain early access. As such, she tests products for any potential bugs, beta tests for the IT Team and later offers tips and tricks to ease her team into using the new technology.

 

Start with a help desk

If you’re considering implementing your own tech ambassador team, it might be wisest to start at a central point. For instance, is there a tech help desk at your office? If so, who uses it most often and who comes there for help? This will give you a better idea of how to move forward with your program. It will also help you understand how to tweak things as you move forward.

 

Get the word out internally

If you want to recruit people for your tech ambassador team, the first step is to let them know that it exists. Alexandra said the ambassador team at her company was started after significant input from the team. At quarterly meetings of the entire extended team, her boss would check in to see how things were going, opportunities, successes and things they needed to improve. Alexandra said the team was also informed of upcoming tech changes and how to be prepared. And that’s when the tech ambassador team was formed. Alexandra said the tech team ran the gamut from all areas of the corporate ladder and that their input was

“valued and heard.”

If you’re in the beginning stages of the process, now would be a great time to start sending out internal emails to the team inviting them to apply to become part of the tech team. Try to invite a diverse bunch ranging from tech power users to those who barely know how to text.

 

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.

 

Solicit as much feedback as possible

Whether you’re in the early stages of setting your staff up with associate alert devices, or are testing new software, it’s important to involve team members in the entire process. After all, your staff will be using the technology, so they’ll have a better idea if something is clumsy or buggy or needs to be updated.

Create a method of collecting feedback and following up if necessary. Consider a reward system is someone’s feedback ends up helping the entire team.

 

Consider creating a tech mentorship program

While your tech ambassadors will only be a few team members, the ultimate goal is to make everyone feel involved. Set aside a specific time each week for open connection with tech ambassadors. Maybe it’s an hour midweek, or free time during the work day. Inform your staff that there are one-on-one training available if needed.

 

Tech ambassador team checklist

Before you begin setting up your tech ambassador team, you should meet with any potentially involved staff to discuss:

  • Will the tech ambassadors be paid or rewarded in any way or is this a strictly volunteer position?
  • Is this more of a glorified position or will your ambassadors be responsible to produce results? You’ll have to be clear in advance since some staffers might not want the added responsibility if it comes with too much pressure.
  • How often will they be expected to test out products? Is it once a year or whenever new technologies are introduced?
  • Will they be an internal or external group of ambassadors? Some tech ambassadors are there strictly to support team efforts while others are used in marketing materials. Decide which of these ambassador relationships will best support your plans.
  • Privacy issues. If needed, create non-disclosure agreements so that your ambassadors cannot reveal internal workings publicly.
  • Titles, perks, etc. Even if your tech ambassadors are not paid for their role, you might want to offer them an additional title or job perk as an enhancement.

 

The Relay difference:

If you’re ready to set up your own network of associate alert devices, look no further than Relay. Our products are affordable and efficient. Relay is an easy to deploy, flexible panic button. Best yet, it’s also an elevated communications solution, so you’re combining two critical line items into one (with better value). With Relay, you save money, setup is nonexistent, and our products offer hotel staff a practical, easy solution.

 

 

 

 

 

 

 

 

 

 

https://blog.relaypro.com/wp-content/uploads/2021/08/Blog-01-–-31.png 711 1747 Travis Aptt https://blog.relaypro.com/wp-content/uploads/2021/02/relay_blog.svg Travis Aptt2021-08-09 11:39:472021-10-20 14:01:355 Tips for Implementing New Technology

How to teach your staff to use their panic buttons

August 2, 2021/0 Comments/in Relay for Business

Most hotels pride themselves on providing unique amenities and services. After all, if you aren’t giving guests something memorable, why would they give you a positive rating or keep coming back?

When trying to figure out what’s next in your panic button plan, take a page from what you already do best.

 

Have the executive team test out your panic buttons

Before you even consider training your staff to use panic buttons, make sure that you and the executive team are well versed with not only the protocol but usage. That goes for every single person on the executive level and not just front-facing staff members. Here’s why.

To instill a new level of comfort and safety in your staff and guests, you have to clearly understand what’s involved. Simply saying that things are better or safer won’t work, you have to know firsthand how and why having panic buttons available will improve the safety of all employees.

 

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.

 

Integrate training with existing protocol

When training your staff with panic buttons, a good rule of thumb is not to drastically veer from existing protocol. If your team meetings are generally informal, keep to that overall mood, since you don’t want to scare off staffers from using their new panic buttons. If you have a very formal way of doing things, keep to that in panic button training as well. The last thing you want is to seem to be saying that panic buttons are something that will disrupt service or the way people work.

 

So should your panic button training be one-on-one, video, or group training?

The answer is all of the above.

Despite being easy to use and set up, panic buttons are a serious addition to the way you work. And while we advised you to keep to the general mood of your corporation when training, you should make room for panic button training. And you should do it in stages.

 

  1. Inform staff of panic buttons being implemented.
    This is the part where you send out an email and give employees a handout so they know what’s coming. Wording should explain the need for panic buttons due to state legislation. The last thing you want to do is scare people, so try to offer comforting and reassuring language. If you notice staffers whispering in groups about the new panic buttons, try to find a way to further reassure them.This is also the time you schedule a group meeting of all staffers. Be prepared for lots of questions. Offer snacks or incentives or anything that keeps people happy and open for more information. Consider hiring a speaker or trainer to go through all the new regulations and explaining why this is happening now. If you’re able to, reassure your staff by bragging about safety statistics in your operation. Be open to any and all questions and answers from your team.

    Pay attention to the reactions and try to follow up with another email or note recapping the meeting and top takeaways.

  2. Create small, manageable groups and include one-on-one training
    No matter how successful you believe your initial meeting was, you should follow up with individual training. Some staffers may not have been paying attention during the first meeting. Still, others might be fearful of new technology but too embarrassed to speak up during your first go-round.Your goal is to make all front-facing staff realize that learning to use panic buttons is something that has been implemented for their safety and peace of mind.

    Consider pairing workers up as well with one role-playing the part of potential aggressor with the other simply using the panic button. In many instances, it’s empowering simply to hit that button during a test run and know help is on the way.

  3. Create highly customized videos available only to staffers
    While videos aren’t the ideal way to teach staffers to use their new panic buttons, it’s a nice way to remind people of the process. Consider opening with the GM giving a short intro. Another way to make your video more appealing is to hire actual employees to appear in the videos as well, to further maintain an air of normalcy about the process. Encourage staffers to review the videos at least monthly, and update as needed.If you sense that guests might want to know more about your panic button system, consider having a public-facing video that is available to guests. That one should be created with more of your resort’s branding and visuals.And one last thing, avoid anything trendy or cheesy, and that includes the background music you pick. Your goal isn’t to entertain staffers or guests, it’s to make them comfortable with panic buttons and your new safety plan.

Resources:

If you’re still in need of inspiration, these might help you understand how to craft your own videos:

  • A guide to creating hospitality training videos
  • A list of some available hospitality safety training videos
  • A list on Youtube of 40 of the best hospitality training videos

 

The Relay difference:

If you’re ready to set up your own network of panic buttons, look no further than Relay. Our products are affordable and efficient. Relay is an easy to deploy, flexible panic button. Best yet, it’s also an elevated communications solution, so you’re combining two critical line items into one (with better value). With Relay, you save money, setup is nonexistent, and our products offer hotel staff a practical, easy solution.

https://blog.relaypro.com/wp-content/uploads/2021/08/Blog-01-–-30.png 711 1747 Travis Aptt https://blog.relaypro.com/wp-content/uploads/2021/02/relay_blog.svg Travis Aptt2021-08-02 16:41:352021-09-14 11:31:51How to teach your staff to use their panic buttons

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