8 Ways to Improve Communications in a Hospitality Business

  • February 19, 2020
  • Author: Keith Young

Continually finding ways to improve communications in a hospitality business is part of the job. In an industry that’s all about service, communications are key to business success. 

Challenges of Achieving Guest Satisfaction in the Hospitality Industry

Travelers expect comfortable stays and seamless, reliable service during their time away from home. Unexpected complications, exhaustion, unfamiliarity, language barriers, and many other common traveling experiences can make guests an exceptionally challenging group to keep happy. 

A single dissatisfied customer can significantly impact a hospitality business. Online reviews and social media interactions influence potential guests more than we want to admit. 

But mishaps do happen. How you deal with it will make or break your relationship with that guest. If dealt with correctly, a negative interaction can become a powerful opportunity to earn customer loyalty. 

To add to the challenge, staff can sometimes feel added pressure and a higher level of scrutiny in their attempts to meet the demands of their employers and guests.

The Best Tools for Hospitality Business Communications

Clear, effective communication is the key to smiling guests and hospitality success. 

Any business in the hospitality industry must maximize every resource at their disposal to ensure each guest enjoys a positive experience. 

The right business communications system will make customer satisfaction easier to achieve. 

Here are 8 ways a hosted phone system can improve communications in a hospitality business:

1. Auto Attendant

A virtual receptionist, Auto Attendant can handle the bulk of guest inquiries. All calls are answered and automatically directed to the appropriate message or extension. This frees up your staff to deal with face-to-face communication and prioritize guest needs. 

2. Remote Connectivity

Remote connectivity means you are always available to your staff, even if you’re not on site. A hosted phone system can work with mobile devices, making it possible for your employees to work remotely, as well. 

If your hospitality business spans multiple geographic locations, even in different cities, your hosted phone system can keep each location connected at all times. 

3. CRM Integration

Advanced hosted phone technology makes it possible to integrate your phone system with your company’s CRM software. Your staff are empowered to see all relevant information for each guest and caller automatically. This greatly increases efficiency and communication effectiveness.

4. Call Recording

Call Recording provides excellent opportunities for reviewing and improving phone interactions. This helps to improve business practices, employee training, and customer service. 

5. Music-on-Hold

Guests hate being on hold, but despite your best efforts, it happens sometimes. The best way to combat customer frustration is through customized Messages and Music-on-Hold. Choosing music that reflects the pleasant atmosphere of your hospitality business, or customizing messages to provide useful information to your guests can keep on-hold wait times tolerable.

6. Reporting & Analytics

Managers can easily view key metrics and call statistics in real time. This makes it easier to determine appropriate staffing needs for specific times and seasons.

7. Cost Savings

Whether you run a single small-town vacation rental or a large multi-location operation, a hosted phone solution will save you money. The system requires very little hardware and there are no installation or maintenance fees. Long-distance calling is free, and your plan includes incredible enterprise-grade features.

8. Reliability & Superior Sound Quality

A phone conversation is an important opportunity to build a solid rapport with guests. Hosted phone solutions provide crystal clear sound quality, regardless of call volumes. Unlike a landline system, the hosted phone system is guaranteed to function normally, even during a power outage or severe weather.

Improve Your Hospitality Business Communications

Enhance the communication experience in your hospitality business. Empower your staff, increase productivity, and improve guest satisfaction. 

To learn more about a UnitedCloud business communications system for your hospitality business, contact one of our specialists today.

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