the need for automation€¦ · case management post covid 19 1 guest provides feedback to the...
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![Page 1: The Need For Automation€¦ · Case Management Post COVID 19 1 Guest provides feedback to the hotel, via a survey, guest message or online review. 2 Based on rules, a case is assigned](https://reader033.vdocuments.us/reader033/viewer/2022060501/5f1b51b99afbc61bfc7f6eca/html5/thumbnails/1.jpg)
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• Gain insights into why guest requests are going unanswered and learn how to fix it.
• Automate cases to help exceed guest expectations.
• Improve management response time by harnessing automation.
• Uncover maintenance issues and resolve with efficient and easy case management rules.
Agenda – Automation is The Secret Ingredient
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The Need For Automation
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The New Traveler Mindset
Guest Have New Priorities & Concerns
• Safety – protection from the virus, provide trust and security
• Escape – personal space, privacy, relaxation, recovery
• Value – affordability, value of money, exceed guest expectations
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Technologies Being Considered by Hoteliers Post-CV-19
0,81%
1,01%
10,75%
16,02%
19,68%
21,10%
25,76%
28,40%
32,66%
49,29%
50,51%
All Tech Already in Use
Unsure
AI-powered technology
Chatbots
Automation tools
No considering any
In-room technology
Guest experience management tools
Mobile key
Guest messenging
Mobile/Self-Service
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Operational Life Post-COVID-19
• Less staff, less languages, less time
• Need to maximise incremental revenue streams
• Market opting towards automated and touchless technology – social distancing for staff and guests
• Flexibility and adaptation is key
• Clear and efficient communication is more important than ever:
- Ensuring new laws and regulations are met
- Housekeeping protocols and practices
- In-stay guest requests & service recovery
- Safeguard online reputation
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From High Touch to No Touch
“We used to be known for the human touch - but now we're all about no touch at all."
Rudy Tauscher, General ManagerFour Seasons New York
Watch here our webinar From High Touch to No Touch: Transforming the Guest Experience Post COVID-19.
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Management of ReviewPro
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• Get all staff obsessed with guest feedback throughout the business.
• Make guest satisfaction the primary goal of all major business decisions and strategies.
• Set up workgroups to ensure relevant views, reports and cases are created to the relevant user;
- Revenue view to understand perception of value
- Housekeeping case for all cleanliness issues
- Maintenance to ensure room issues are fixed
Create the Right Culture
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Workgroups, Views & Reports
• 1,010 active users across 30 hotels
• 1,098 individual / custom reports are sent weekly to each user
Read here how to create workgroups Read here how to manage reports
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• Direct relationship between engagement of ReviewProusers and clients that have ACM.
• ACM ensures engagement at property level, including maintenance and housekeeping teams.
• ACM is key to laying down the right foundations for future guest messaging/ chatbot etc.
How Engaged Is Your Staff?
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Optimtize Flow Of Information
1.2.3.
1.
2.
3.
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Using ACM Post Covid 19
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How Case Management Is Used
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• It is crucial to action guest feedback quickly and efficiently in order to meet guest expectations.
• Timely resolution of issues that negatively impact guests’ stay is vital to protect online reputation.
• Can help to define new service level agreements, SOPs, escalation rules & track KPIs, providing visibility, clear communication and accountability.
• Provides flexibility to ensure hotels adapt to changing demands of Post COVID 19 world
Case Management Post COVID 19
1Guest provides feedback to the hotel, via a survey, guest message or online review.
2 Based on rules, a case is assigned automatically to the relevant team member.
3 Management is alerted about any overdue tasks to ensure internal service standards are met.
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Increase Efficiency with Automation Rules
• Set your own rules that will generate cases automatically based on specific guest feedback.
• Create rules across online reviews, surveys and messages to reflect your internal processes & organization workflow.
• Assign specific actions for specific feedback to relevant staff.
• Capture live requests received from guests while on property or feedback from staff not related to reviews or surveys.
Read here how to create automation rules
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Deal With Guest Feedback On Property
• Check in with guests during their stay using in-stay surveys.
• Detect and eliminate any potential frustrations before they check out.
• Helps improve satisfaction & reduce negative online reviews.
• Short and simple for the guest to fill out and send
Read more about in-stay surveys here
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Maximize Staff Resource & Prioritize Action
• Visibility of all cases, including the deadline for completion.
• Use tagging, root cause & resolution to identify trends & key areas of concern.
• Use quick cases to pre-populate fields and create a case in seconds.
• Streamline operations and improve service recovery.
• Easily manage internal communications, providing visibility of case history and communication.
Read more here on how to successfully set up Auto Case Management.
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Track Performance Over Time
• Access detailed reporting at the hotel & group level.
• Visualize performance across case type, source, workgroups & team members.
• Analyze case volume, time to close case, root causes and resolutions to quantify what is impacting the guest experience.
Read more here on how to track your performance
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Streamline Operations & Save Resources
• 6,200 instances of an ‘unresolved maintenance’ since Sept 1st.
• 444 cases manually created – which could be automated and reported on.
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Automate Workflows Using Guest Feedback
Guest highlighted thatmaintenance need wasrequired in room and transferred to a case
Case is now with themaintenance team to review response, applythe fix and close the case
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Success Stories
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Management Response Improvements
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Improve Online Reputation with In-Stay Strategy
• Corinthia Hotels Improved their online reputation by responding to 92% of guest requests in less than one hour.
- A 2.3% increase in the Service Index
- 92.5% within the first hour
- 100% resolution rate
- A 1% increase in the Global Review IndexTM
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Summary
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• Increased level of guest feedback (pre, during and post stay) is too much to manage manually. Automating your workflows ensures guests requests and issues are resolved.
• Process your feedback according to your operational standards in real time to increase staff efficiency and reduce costs.
• Protect yourself against negative reviews by guaranteeing service recovery and driving service excellence.
Key Takeaways – ACM Throughout The Guest Journey
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Some Exciting News!
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Guest Experience Automation ™
Discover our launch offer here