Should Your Hotel Switch to a Walkie Talkie App?

A Checklist of Things to Consider

By Fifi Arisandi General Marketing Manager, Smart Walkie Talkie, Pte, Ltd. | January 28, 2018

A survey to more than 1,400 corporate executives, employees, and educators found that 86% of employees cite lack of collaboration or ineffective communication as the leading cause of workplace failure. Meanwhile, another study showed that $26,041 is wasted by a worker per year due to productivity losses because of ineffective internal communication.

Having the right tools to support the communication process is as important as the communication itself because the right tools will make sure that communication is appropriately done in ways that boost productivity.

Mobile technology has significantly evolved over the years to the extent that people no longer feel the necessity to have multiple devices, as it was a couple of years ago. All the tools and resources they need are available in a single device now, which is much more practical and saves a lot of trouble.

It is good news for industries, such as the hospitality industry, which use specific communication devices to perform the jobs. Hotel professionals commonly use a specific device, such as a walkie-talkie or smartphone with hotel-related apps to perform their jobs. Having to carry multiple devices, such as a walkie-talkie and a phone, everywhere is impractical and creates the potential for unnecessary problems of maintenance.

With the invention of the walkie-talkie app, the mobile device-based walkie-talkie, hotel professionals no longer need to use any specific walkie-talkie and carry multiple devices everywhere. The walkie-talkie app allows its users to use their mobile devices for instant communication as they do on a walkie-talkie.

It even goes beyond a walkie-talkie. Walkie-talkie apps are usually equipped with plenty of sophisticated features, and since they're mobile technology-based, they're more advanced than the walkie-talkie radio technology.

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Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.