How to Deal with Guests Who Use Google Glass
By Brandon Dennis VP of Marketing, Cloudbeds.com | August 11, 2013
Tech bloggers predict that Google Glass, the computer you can wear on your head like glasses, will be available to consumers by as early as Christmas 2013. While we don't know how popular this new product from Google will be, many theorize that Glass will be the dawn of a new age of wearable device technology, reaching similar adoption rates as the tablet and smartphone technologies before it.
If true, then hoteliers will have to adapt to the technology quickly, just as they had to adapt to smartphones and tablets. The following are some ideas to think about for dealing with guests who use Google Glass, and possible opportunities to market your property.
Focus on Customer Service
Google Glass includes a camera that can both shoot pictures and record video, which users activate by saying "Ok Glass, take a video", or by simply winking. Moreover, Glass can instantly upload these photos and videos to the Internet. This means that your guests can record their conversations with your front desk staff and publish them to YouTube in minutes.
Currently, when guests have a problem with your hotel, they tweet about it, and it's basically their word against yours. Scandals usually occur when the hotel responds poorly. But with Glass, guests will have entire recorded conversations, and the poor choices one hot-headed employee makes in the heat of the moment, caught on film forever, could cost you your business.
Make sure your customer-facing staff understands the implications of their daily choices, and train them how to talk with guests who have concerns. This training will be essential when Glass hits.