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4 Considerations for Workforce Communication Improvements in Support of the “New Normal”

Apr 17,2020

We know seamless internal communication can mean a world of difference for any business, especially those looking to provide excellent customer service. As the travel and leisure world begins to reopen, operators must go above and beyond guest expectations with exemplary service and attention to detail. Internal communication among hotel staff is one of the best ways to meet guests’ elevated expectations.

According to a recent article from Hotel News Now, staff communication is one IT area that will see some growth, albeit small. Spending on communication and collaboration tech will increase 2.5% over 2019, despite initial projections that expenditures for such IT improvements would be less this year. The spread of COVID-19 has created a significant shift in planned investments, with internal communications getting a little more attention since the outbreak.

In preparation for reopening, operators are giving priority to effective and inclusive methods of collaboration. Excellent staff communication can drive employee retention and elevate guest satisfaction levels as your business begins to find its “new normal.” Here are a few things to consider if you're looking for tools that will improve workforce collaboration:

  1. Adaptable – Whether you use PMS to manage your property, or POS for foodservice execution – or both, look for communication technology that offers seamless integration to your existing solutions, and one that does not require you to move between multiple systems.
  2. Real-time – Rapid and accurate task assignments go a long way to not only create a culture of collaboration but also keep team members productive, addressing tasks as soon as they are alerted to them. Alerts with little or no delay will keep back-of-the-house operations communicating and running smoothly.
  3. Mobile – Technology has come a long way since two-way radios.  If you are making the investment in communication tools, look for a solution that is flexible and operates on just about any smartphone, wearable, tablet, or laptop. Mobile tablets and other hand-held devices are familiar to most, offering a reduced learning curve.
  4. Configurable – Look for a configurable workflow and task management solution that works that way you need it to, and one that provides a detailed level of task assignment, tracking, and management oversight.

Hotel and resort staff workflows are mobile in nature and should be aided by technology that is also mobile. Operators can better track staff performance while increasing transparency around the property's communications.

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