Staying Connected As Hospitality Organizations Grow
By Adria Levtchenko CEO & Co-Founder, PurpleCloud Technologies | January 05, 2020
For a fast growing hospitality organization that is adding many owned or managed properties to its portfolio and thus increasing its executive personnel and total staff size, success does have its challenges. How do we stay connected across an ever-broadening physical presence and organizational hierarchy?
In particular, it is extremely important to maintain precise communications, both to disseminate important information such as policies and procedures, as well as to ensure that the staff understands that "you are not forgotten."
Here, we need technology systems that just don't transmit instructions or commands, but, also, accommodate and process feedback back from the field, for effective communication is always a multi-way street. Fortunately, today's newer hospitality service software platforms can help with communications, using smart tech to achieve high touch. One key benefit: using technology to enhance the "Internal Guest" experience, a possibly neglected aspect of organizational development in service industries.
Today, technology is helping us to interact with guests even before they arrive on-site, right through to the check out and beyond. This interaction can include a welcome text or email once a reservation is made; a quick contact during the stay to make sure that everything is going well; scheduling of special requests like extra towels or an impromptu room cleanup; help with making one's next reservation; guest satisfaction surveys and continuing communications anchored through guest loyalty programs.
Similarly, hospitality organizations can now step up their communication game with staff, in areas that include new staff orientation and training, human resources processing, scheduling of assignments, evaluation and career progression, or new ways of recognizing and rewarding top performers.
This article will explore and discuss the advantages and the potential of advances in communication and organizational technology, while emphasizing that it remains the responsibility of leadership to craft the messages that bridge physical and metaphorical distances, sustaining the organization's mission and vision.