A rising number of hotels are leveraging advances in mobile technology to implement process improvement in customer service, according to USA Today.
Hotels such as Mondrian Soho are working with third-party software developers to produce industry-specific applications that allow guests to order food, look up information about hotel amenities and local attractions, schedule wake-up calls, send messages to other guests, arrange a car service and more.
The initiative creates time for front desk staff who would have previously been occupied answering calls and transferring requests to appropriate departments. Additionally, it removes a step in the customer service process by routing guests' requests straight to their intended destinations. For example, room service orders are sent directly to kitchen staff.
"For a lot of hotels, it's an extension of the kiosk mentality," travel technology analyst Michael Planey told the news source. "The app economy is about giving people control of their … Read the rest