New experiences that simplify reception work
A property front desk agent’s work is often associated with many repetitive tasks, whether it’s checking-in and checking-out a guest, or taking payments. Indeed, the value of receptionists lies not only in the ability to offer a warm welcome and proactive customer services, but more precisely by transmitting the property’s atmosphere and standards by spending a few minutes with the guest.
Thus, the reception team must master the technologies used in the property, such as online reservations and the property’s management system, since they are used on a daily basis. Therefore, this department has strong knowledge of the property’s environment and its ecosystem. If you decide to add new technological tools, we recommend you make sure it will help your receptionists do their daily tasks faster or avoid repetitive tasks. For example, a property management software represents an essential tool for the automation of tasks and allows your frontdesk team to better serve your guests and respond quickly to their questions.
In this blog post, we reveal several technologies that will allow your property’s front desk to focus on its customer service role and how it can help them offer an outstanding experience to your guests!
Check-in at the welcome kiosks
Self-serve kiosks are excellent devices that reduce the amount of repetitive tasks for the front desk team. Indeed, a check-in is often the same: identifying your guest, validating its stay, confirming the terms and conditions of the property, accepting the pre-authorization and delivering the room key. These repetitive tasks can be replaced by kiosks, allowing your guests to check-in or out independently.
Also, welcome kiosks make the reception more welcoming for people who need a special service, since there will be no waiting line. Thus, reception staff will be more available and will be able to engage with the guests to meet their needs and therefore increase guest satisfaction.
Automation of repetitive tasks by using a property management software
The automation of tasks is often done by using a property management software or through the ecosystem offered by other softwares. There are several types of automations: automatic room assignment, generation of reports, automatic entry of online bookings, online deposits and confirmation of personal information before check-in. All of these automations help save significant time for employees and allow them to avoid repetitive tasks.
Use of integrated payment
Integrated payment is a part of automation that significantly shortens the payment process. Indeed, the amount to be paid is sent directly from the property management software to the payment terminal. The type of card as well as the payment validation return to the PMS once made on the payment terminal. Therefore, your staff won’t have to enter manually the information in the terminal, preventing them from making data entry mistakes.
As a result, these avoided mistakes make it easier to close the cash register and give the opportunity to your front desk team to focus on your guests by answering their questions and offering them a high quality customer service.
Not as new, but still very useful, the online reservation helps reduce phone calls, which can happen when receptionists are busy with guests on site. In order to provide a memorable guest experience, online booking connected to your property management software allows travelers to check the property’s availability in real time. Moreover, the online reservation or the booking engine allows guests to book a room or a package as if they were with a receptionist on the phone. The buying experience is just as good, since they are able to directly see rooms and everything they need to proceed with the reservation.
The property’s front desk is a crucial service, it’s the guarantor of guests’ first impressions, whether in person if the reservation was made by phone or online when making a reservation on the property’s online platforms. Therefore, simplifying the reception’s work by automating and using new technologies help the property offer new experiences to its guests. It also guarantees a better customer service, since staff will be more available. It could definitely represent an improvement for the property and a way to highlight the work of people behind the front desk, as well as their desire to serve guests in a more courteous and efficient way.