Hospitality Delivered By Humans Will Prevail

Being in the business of hotel hospitality training, I’m always eager to keep up on the latest trends, so I read HNN along with many other publications and blogs daily.  As I scan the headlines for topics in my wheelhouse, anything with the words “guest service,” “hospitality,” and/or “personalization” always catches my eye. Most of the time, however, it’s a post about how some new app, chat bot, or voice automation tool is going to help hotels achieve more guest loyalty.

Often these posts reference surveys claiming to show that X percentage of guests’ responses indicated that they prefer some tech solution over live human conversations.  Yet when I dive deeper for details on the survey’s methodology, I can rarely find anything on how the respondents were selected, how the survey was conducted, or how the survey questions were worded. Often there’s no back-up at all.

My sense is that too many hospitality leaders are blindly accepting these survey results as facts without questioning the results.

I believe this “tech first” approach is leading this industry down the road to commoditization. Perhaps we are already there. More often than not, when you compare hotels within the same classification, the rates are the same, because hotels use the same market reporting data and similar RM tech; designers have copy-catted amenities and décor; digital marketing companies all seem to be following the same style of website design; and – if tech companies have their way – all guests will soon be getting the same “personalized” welcome-text and “personalized” email blast.

Now don’t get me wrong, I absolutely love tech and am an early adopter. It’s wonderful to be able to book online when I need a room for one-night business trip or when attending a conference. My smartphone home screen has apps from all the major hotel brands, airlines and rental car companies.  It’s nice when an Avis app message sends me straight to my car, Delta messages me that my baggage is loaded on the plane, or Hilton sends me straight to my room to open the door when I arrive at 2am.

My concern is that our industry is becoming too obsessed on tech to the point that we are neglecting the people-part and forgetting to focus on the “human touch.” Real guests love the convenience of tech, but the key is to make it easy for them to reach a live human when they need one, and further, a human who is knowledgeable, efficient, and most importantly, able to represent the “face” of your brand.

Instead, hotels (like most companies) are hiding behind this new tech and making it harder than ever to reach a live person. For example, when you’re standing at the airport arrivals area wondering where the hotel van is, if you can manage to find the local number (which in itself is no easy task), you first have to endure a long greeting that does everything possible to push you back online or send you to a call center, where you will encounter a second auto-attendant spewing out yet another string of options.

Remember the good old days when all you had to do was press “0” for the attendant?  If you do so nowadays, you’ll probably hear “invalid entry.”  Am I the only one who find themselves alone, screaming like a banshee into their smartphone, “REPRESENTATIVE” followed by a string of explicatives?

Or let’s say you really need to speak with someone directly about a special need when booking a room, such as if you’re traveling with pets, children, the elderly, or just really emotionally engaged in your travel plans and wanting the best room. If you call most branded hotels, you’ll be transferred offsite, even if you ask for local-site assistance. When your call is answered by that brand, chances are that you’ll have to endure a virtual agent asking where you’re traveling to and what your dates are, before they will pass you through to a live agent.

Oh, and while waiting, callers have to endure ridiculous reminders such as “For your convenience, you can visit us online at”  Duh! Do they expect us to think, “Oh, wow, this company has a website! How cool!” It’s not 1995 anymore! Does it not occur to whomever is writing these on-hold scripts that the website is probably where the caller got the 800 number?

Is it just me or do these automated voice systems tend to get whatever I say wrong?  Who else has called these systems from a noisy location and had their system think background noise is a response, prompting the computer voice to say “invalid response.”

Let’s talk about chat. I used to love chat back when you actually chatted with a person. Increasingly though, it’s just a chatbot on the other end responding with links from the FAQ’s I’ve already read at the website I accessed chat from.

Now let’s talk about the texting systems these surveys are saying that guests prefer.  Let’s say a guest needs extra towels, pillows, or perhaps more coffee packets. In this case, texting works great and makes delivery more efficient.  But when guests want to complain about a noisy air conditioner or sub-standard housekeeping, receiving a scripted response is not reassuring nor empathetic, especially if they are arriving tired, hungry, and emotionally spent after trave.

It’s certainly important for hotels to keep up with the latest technology options and to embrace change, but don’t think that you are going to simply “out-tech” the competition. The novelty of tech wears off, and eventually everyone has the same system.

It’s the “people” part that will continue to stand out, as it always has. It’s authentic, genuine hospitality, delivered by humans, that creates real guest loyalty far more than any loyalty program. Let’s use tech to make humans more efficient so that they can focus on real engagement and forge emotional connections.

Originally published at   June 23, 2020

By Doug Kennedy ©
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