In hospitality, we often obsess over what the guest sees: the lobby design, the plating of the food, the smile at the front desk. But as any veteran operator knows, the things that truly define a guest’s stay are usually the things they don’t see.

We recently hosted a panel titled “The Ripple Effect: How Seamless Operations Drive Guest Experience and Hotel Performance,” and the insights shared by our panelists remain a blueprint for operational excellence in today’s market.

Moderated by Nadeem Elborno, Director of Sales at Relay, the discussion brought together leaders from Davidson Hospitality, CoralTree Hospitality, Pyramid Global Hospitality, and the Woodcliff Hotel & Spa. They dove deep into the “invisible infrastructure” that shapes culture, profitability, and consistency.

If you missed the session, here are the four critical takeaways on how back-of-house operations ripple out to the guest experience.

1. Invisible Coordination Creates Visible Luxury

Shane Tavolino, Assistant GM at Woodcliff Hotel & Spa, perfectly captured the essence of the discussion: guests feel everything, even if they don’t see the mechanics behind it.

“Guests feel everything. They feel your anticipation of their needs. They also feel hesitation and uncertainty.,” Tavolino noted. He emphasized that luxury isn’t just about expensive furniture; it’s about the seamless handoff of information. If a guest mentions a birthday at check-in, the restaurant should already know before the guest sits down for dinner. When a guest has to repeat themselves, the spell of luxury is broken.

The Takeaway: Great operations mean the guest never has to ask twice. The data collection and systems behind the scenes must be robust enough to make the front-of-house execution look effortless.

2. Proactive Maintenance is a Guest Experience Strategy

Engineering is often viewed as a department that only gets noticed when something breaks. Chris Richardson, VP of Engineering and Sustainability at Davidson Hospitality, argued that we need to flip that script.

“Preventive maintenance is our biggest deal at Davidson,” Richardson explained. “Your guests are going to feel it right off the bat if you’re missing some preventive things.”

Dan Monahan, Director of Engineering at CoralTree Hospitality, echoed this, noting that preparation is the only way to handle the unexpected. “When it happens, you shouldn’t be asking questions, you should be taking action,” Monahan said. “If you’re asking questions, you’re already behind.”

The Takeaway: Operational reliability isn’t just about fixing pipes; it’s about protecting the guest’s peace of mind. A proactive engineering team prevents the friction points that lead to negative reviews.

3. Reframe Cost as Investment in Efficiency

Implementing new operational tools usually comes with a price tag, which can lead to resistance from owners or busy operators. Molly Preston, VP of Procurement at Pyramid Global Hospitality, shared her strategy for guiding these conversations toward long-term value rather than short-term cost.

Preston noted that her role is half procurement and “half sales and marketing”. When introducing a new tool, she doesn’t just look at the financial ROI; she looks at the impact on the staff. Does it streamline the process? Does it remove a burden from the back-of-house team?

“The [purchasing] system is easier to use, better for the team to navigate, they can get in and get out,” Preston explained regarding a recent system overhaul. “Our corporate teams [are] easily able to facilitate training and support much more quickly. So the teams really feel the end-of-the-day operational impact benefit, even though there was some initial investment of time.”

The Takeaway: If a tool makes your staff’s life easier, it inevitably improves the guest experience. That is a tangible ROI that goes beyond the spreadsheet.

4. Technology Bridges the Gap (and Language Barriers)

A recurring theme was how technology acts as the glue for a diverse workforce. Tavolino pointed out that empowering associates with autonomy—like giving housekeepers the ability to signal for help or report issues instantly—builds psychological safety.

The panel also highlighted a specific feature of Relay that has been a game-changer for diverse teams: real-time translation.

“We have so many beautiful different languages spoken at each property,” Preston said. “One of the things I love about this system is it translates from one language into the next. It’s a really, really cool way to ensure quick communication, effective communication in the language that your team needs.”

The Takeaway: Communication isn’t just about talking; it’s about understanding. Tools that break down language barriers and provide safety (like panic buttons) prove to your staff that you care, fostering a culture that translates into better service.

The Bottom Line

As we move forward, the lesson from this panel is clear: Communication is a strategic lever.

Whether it’s breaking down silos or ensuring engineering is looped into the daily huddle, the most successful properties are the ones where the back-of-house teams are talking, preparing, and anticipating.

The post Why the Best Guest Experiences Start Deep in the Back of House appeared first on Relay.

Innovative solutions have been transforming hotels and restaurants’ operations for years, from digital check-ins to smart communication technology and AI-powered concierge services. However, even the most advanced tools can lead to frustration, decreased productivity, and underutilization without proper training.

Without proper training, employees may not feel confident and empowered, especially as the tech landscape changes. The digital skill gap will continue to become an issue if hospitality businesses do not take measures to help employees cultivate technological skills. According to a 2022 report from the Hospitality Technology Association, 70% of hospitality businesses struggle with employee adoption of new technology. This is a risk that can be mitigated with effective training. 

Employees may resist change without clear guidance, leading to service inconsistencies and missed opportunities for improvement and efficiency. This blog will help hospitality managers develop and implement effective training strategies, ensuring a smooth transition and maximizing the full potential of new technology.

Best Practices for Training Hospitality Staff on New Technology

1. Set Clear Training Objectives

Clearly define what employees should learn and how the new technology benefits them. Setting measurable goals, for example, reducing check-in times by 30% with a new property management system, helps track progress and keeps training focused. 

It also highlights a clear outcome of the training from the start, allowing employees to understand the purpose of the training from the get-go. This way, you start out by giving employees a clear understanding of why the training matters and how it will make their jobs easier.

2. Tailor Training to Different Roles

Not all staff members need the same level of training. A front desk agent must master a property management system (PMS) for check-ins and guest interactions, while housekeeping staff may only need to learn how to update room statuses. 

Role-specific training prevents information overload and ensures employees focus on what’s relevant to their day-to-day tasks.

3. Make Training Hands-On and Immersive

Hospitality thrives on real-time interactions, so training in new communication technology should be as engaging and practical as possible. Employees will probably learn best by using the tools in real-world scenarios rather than sitting through passive demonstrations.

For example, you can create hands-on training by:

• Simulating daily operations by having staff practice sending and receiving messages, making group calls, and using real-time emergency alerts.
  
• Using the new communication system, role-play common challenges, such as handling guest requests, coordinating between departments, or escalating urgent issues to managers.
  
• Testing connectivity across different areas from the front desk to housekeeping, maintenance, and security ensures staff are comfortable using the technology in their work environment.

Encourage team-based practice where employees can troubleshoot, share best practices, and build confidence with the new system. Making training interactive ensures that when real situations arise, staff can communicate quickly and effectively, leading to smoother operations and better guest experiences.

4. Use Microlearning and Mobile Training

Short, digestible training sessions may work better than long lectures, especially in a fast-paced environment like hospitality. Microlearning, such as a 2-minute video on using a new communication device, a quick quiz on emergency protocols, or a brief interactive tutorial on setting up group channels, fits seamlessly into employees’ busy schedules and improves retention.

Some methods for microlearning and mobile training could include:

• Break training into bite-sized modules focusing on one key feature at a time, like sending voice messages, using hands-free communication, or responding to priority alerts.
  
• Use mobile-friendly training materials, such as short instructional clips, interactive guides, or quick-reference PDFs that employees can access on the go without stepping away from their tasks.
  
• Incorporate gamification by adding challenges or mini-tests that reinforce key functions in an engaging way.

5. Assign Tech Ambassadors

Introducing new communication technology is smoother when employees have peer support. Identify tech-savvy team members who can act as go-to resources for their colleagues, helping them feel more confident and supported during the transition.

Select ambassadors from different departments (e.g., front desk, housekeeping, concierge) to ensure everyone can access a knowledgeable team member. Creating structured sessions, such as having them lead small-group training sessions, answer real-time questions, and share best practices for using the technology efficiently. Where possible, encourage ambassadors to collect feedback from colleagues and relay insights to management, helping refine training based on real-world challenges.

6. Provide Ongoing Support & Refresher Training 

Training shouldn’t end after the initial rollout. To maintain proficiency and reinforce key skills, consider offering refresher sessions before peak seasons to help staff feel confident before the rush starts. This ongoing support is a safety net that ensures staff are always prepared.

Creating resources, such as a digital knowledge base with FAQs and video tutorials, also helps reinforce training. Providing on-demand support, such as a help desk or in-app guidance, can help with initial learning gaps and refreshers as needed. For example, if your hotel introduces new communication technology, ensure a quick reference guide at the front desk for troubleshooting. Continuous learning keeps staff confident and prepared across peak and off-peak seasons.

7. Get Employee Buy-In by Explaining the ‘Why’

Employees are more likely to embrace new communication technology when they see how it directly benefits them. Without a clear understanding of “what’s in it for me?” staff may resist change or view the new system as an added burden rather than a helpful tool.

It’s crucial to highlight time savings and show how instant communication reduces back-and-forth trips between departments, making tasks more efficient. Emphasizing stress reduction is also essential, including explaining how clear, real-time messaging minimizes miscommunication helping staff avoid unnecessary frustration and delays. 

This can be connected to service quality by demonstrating how faster response times improve guest experiences, leading to better reviews and increased job satisfaction. When employees understand that new communication tools make their jobs easier, not harder, they’ll be more motivated to adopt them.

8. Measure Training Effectiveness & Gather Feedback

Training doesn’t stop once employees start using the new communication technology. It’s crucial to track effectiveness and make adjustments as needed. A well-trained team should experience fewer miscommunications, faster response times, and smoother daily operations by introducing new technology

Some ways to gather feedback include:

• Monitoring key metrics: Track staff response times, error rates, and guest feedback related to service efficiency.
• Gathering employee input: Conduct quick surveys or team check-ins to identify pain points and areas needing further training.
• Observing real-world use: Watch how employees interact with the technology during their shifts. Are they using it confidently, or are they avoiding it?
• Adjusting training accordingly: If staff struggle with certain features, offer refresher sessions or create bite-sized training materials for reinforcement.
  

Ready to Upgrade Your Hospitality Tech?

Even the best training program can’t succeed if the technology itself isn’t user-friendly or aligned with your team’s needs. Complicated systems with steep learning curves can slow down service, frustrate employees, and ultimately impact the guest experience.

By choosing the right tools and investing in effective training, hospitality businesses can unlock key benefits:

• Faster service and improved operational efficiency
• Increased staff confidence and job satisfaction
• Remove staff and guest language barriers
• Better guest experiences and higher customer retention
• Reduced errors and smoother daily workflows
• A more adaptable, future-proof workforce

Relay is a simple, durable, and intuitive communication solution designed to keep hospitality teams connected in real-time. With hands-free functionality, nationwide coverage, seamless team coordination, and even real-time language translation, Relay helps eliminate communication barriers so staff can focus on what matters most—delivering exceptional service.

Don’t let outdated technology slow your team down. Get pricing today.

The post Training Staff to Use New Technology: 8 Best Practices for Hospitality Managers appeared first on Relay.

In the hospitality industry, communication encompasses various tasks, including coordinating between departments, handling guest requests, managing unforeseen challenges, and much more. Clear and efficient communication in the hospitality industry helps ensure a great experience for guests and staff, but it is often challenging to implement. 

Why Effective Communication is Critical in the Hospitality Industry

Communication in the hospitality industry influences every aspect of the operation. Guest satisfaction, resource management, staff and operations all hinge on communication. Hospitality is a fast-paced industry, where multiple teams work together to deliver a friction-free experience. Clear and timely communication ensures that staff can effectively anticipate and respond to guest needs quickly.

Effective communication significantly enhances the guest experience by reducing wait times, meeting special requests, and creating a welcoming atmosphere. Staff members who can relay information quickly and efficiently will ensure that guests receive better service. Examples of this could include notifying housekeeping about a room request or kitchen teams coordinating with front-of-house staff, 

Strong communication also improves teamwork and efficiency amongst teams. Hospitality isn’t just about one department; a great deal of collaboration is needed to ensure the best experience for guests. Employees must work together and have the ability to communicate and receive information quickly to mitigate the risk of misunderstandings and bottlenecks.  

Best Practices for Hospitality Staff Communication

Implementing Clear and Consistent Messaging

The first step in establishing effective hospitality communication strategies is to develop an intention of clarity and consistency. Practically, this means standardizing communication protocols to ensure all staff members are on the same page.

Standardizing communication protocols can come in several forms, such as:

• Creating clear guidelines: Guidelines should include how and when employees should communicate. A structured approach keeps operations smooth, whether reporting maintenance issues, handling guest complaints, or coordinating team shifts.
• Using digital tools: To streamline internal communication, hospitality teams can use messaging apps, smart radios, and scheduling platforms. These tools allow instant updates and real-time coordination across departments.
• Set expectations for tone and professionalism: Alongside creating internal communication guidelines, there should also be a focus on clarifying the tone and expectations that staff members are expected to have with one another and guests. Every interaction should be professional, polite, and solution-oriented where possible. 

Active Listening and Empathy in Guest Interactions

Exceptional hospitality comes from genuinely understanding and responding to guests’ needs. Cultivating skills like active listening, and traits such as empathy can greatly benefit operations. Active listening and empathy help staff build rapport with guests, enhance their experience, and resolve issues efficiently.

How these skills are integrated into overall communications strategy can vary depending on the team and operation, but some best practices include:

• Encouraging active listening where possible: Guest needs can vary, and how attentive staff are to these needs can be the difference between a bad experience and a great experience. Ask staff to give their full attention to guests, avoid interruptions, and paraphrase concerns to confirm understanding before moving to a solution.
• Pay attention to nonverbal cues and emotions: In any interaction with a guest, the words spoken are only part of the overall interaction. Body language, facial expressions, and tone of voice can reveal how a guest truly feels. Training staff to pick up on these subtle signals allows them to anticipate needs and provide a more personalized response.
• Empathy should be at the heart of every guest interaction: Employees should acknowledge the issue, express understanding, and offer a clear solution when addressing concerns. Phrases like “I understand how frustrating this must be” help defuse tension and demonstrate genuine care.

Leveraging Digital Communication Tools

In the fast-paced hospitality industry, seamless staff communication is essential for exceptional guest experiences. Traditional phone calls and in-person updates have their place, but can often be slow and inefficient. Emerging digital communication tools like smart radios streamline coordination and improve response times.

Digital communication tools can revolutionize communication in the hospitality industry by: 

• Enhancing team coordination: Smart radios allow instant, real-time communication between front desk staff, housekeeping, security, and management. This ensures swift responses to guest requests, maintenance issues, and operational updates.
• Eliminating the need for bulky equipment: Traditional walkie-talkies and devices tend to be clunky, difficult to manage, and require much more manual effort. New digital communication tools offer hands-free functionality, noise cancellation, and integrations with cell phones or laptops. 
• Bridging Language Gaps: Many smart radios and other digital tools now translate messages in real-time. TeamTranslate™, for example, translates conversations for diverse teams in over 30+ different languages.

Cross-Departmental Collaboration

Fostering cross-departmental collaboration is not just a good practice, but a crucial necessity as hospitality operations and teams grow. As operations scale, teams such as front desk staff, housekeeping, maintenance, and food service must come together to understand how to handle guest requests best and reduce service disruptions. This collaborative approach is key to providing a seamless guest experience. 

Some practices to consider establishing among different teams include:

• Using digital communication tools: Smart radios and team messaging apps help front desk staff instantly relay urgent guest requests to housekeeping, maintenance, or room service. 
• Daily stand-ups, briefings, and/or check-ins: Regular check-ins may be beneficial depending on the team structure and operations. This can be at the start of the shift to align on priorities, and flag any key challenges. 
• Scenario-based communication workshops: Consider creating hands-on exercises, seminars, and meetings where staff can practice handling guest inquiries, complaints, and special requests. By making these workshops, staff have a controlled and supportive setting where they can build confidence in interacting with guests, and prepare themselves for real-world interactions.
• Regular feedback sessions: Encouraging managers and the team to set up wash-up or debrief sessions after hectic seasons can help staff present initiatives or suggestions or simply reflect on what could be improved in the next season. This helps foster continuous improvement by providing an opportunity to discuss challenges, share best practices, and refine communication strategies. 

Effective communication is the foundation of exceptional service in the hospitality industry. By implementing clear and consistent messaging, training staff in active listening and empathy, leveraging 

Communication technology, and fostering cross-departmental collaboration, hospitality businesses can streamline operations and enhance the guest experience. 

You can learn more about how smart radios benefit professionals in the hospitality industry here.

The post Effective Communication in the Hospitality Industry: Best Practices for Staff appeared first on Relay.

The good news is that with the right tools, hotel teams can respond faster, collaborate more efficiently, and stay one step ahead in maintaining a safe environment at all times. In this blog post, we’ll explore three common safety risks that hotels face and provide practical solutions to address them effectively.

1. Fire Hazards and Emergency Situations

Fires are one of the most serious safety risks hotels face due to many potential hazards like faulty electrical systems, cooking equipment, and even smoking areas. To add to it, hotels, particularly larger ones, have complex layouts, with guests and staff spread across multiple floors. In such situations, both guests and employees are at risk, and delays in response can lead to severe injuries or even deaths.

To address these fire hazards effectively, hotels are turning to advanced communication tools that support instant alerting across the property. For example, when a fire alarm is triggered, the closest staff can immediately alert all relevant team members with a panic button, from security personnel to front-desk staff, so they can coordinate their actions immediately.

Real-time communication tools also streamline evacuation procedures. Staff can guide guests to safety while staying in constant contact with their teams, so no one is left behind. Additionally, these devices often come equipped with emergency response systems to provide automated alerts, minimizing confusion and panic during critical moments. 

Above everything, these devices support language translation so non-English speaking employees can follow protocols in their native language or translate instructions for guests who speak another language.

2. Slips, Trips, and Falls

Slips, trips, and falls are some of the most common accidents and biggest concerns for hotels. Caused by wet floors, uneven pathways, or even cluttered corridors, these incidents can lead to injuries that disrupt a guest’s stay or an employee’s ability to perform their duties.

Source: Relay’s 2024 Hospitality Report

For hotels, the repercussions extend beyond the immediate. An injured guest could result in negative reviews or even legal action, while staff injuries mean lost workdays and lower morale. These accidents can even damage the hotel’s reputation and incur significant costs if not managed proactively.

Instant communication tools help hotels address these risks. They enable any employee who sees these hazards to immediately inform the on-ground staff for quick action. Additionally, visible safety signs in areas prone to slips or falls, such as near pools or freshly cleaned floors, also reduces risks.

By combining advanced tools with good practices, hotels can minimize these preventable accidents to create a secure environment for everyone. 

3. Security and Theft Risks

Hotels may face security challenges, from unauthorized access to thefts in public areas or even acts of violence. These threats jeopardize the safety of guests and staff while causing reputational and financial loss to hotels. For example, a single incident of theft or an altercation can leave lasting negative impressions, leading to fewer return visits and potential legal liabilities.

Unsecured areas like parking lots, storage rooms, or quiet hallways are particularly vulnerable. Guests may worry about the safety of their belongings, while employees might feel unsafe performing duties in isolated locations.

To combat these threats, hotels are leveraging real-time communication tools with built-in panic solutions and location tracking, so the nearest personnel can respond swiftly to potential threats. Automated security rounds further improve safety by removing manual check-ins, allowing teams to focus on proactive threat mitigation. This combination of automation and instant communication builds a safer environment for guests and employees alike.  

Role of Employee Training

Effective employee training is also vital. Staff should be equipped with the knowledge to handle security breaches and use communications tools effectively during emergencies. For example, front desk personnel can learn to recognize fake IDs or handle escalating guest disputes calmly while immediately notifying security for support.

When hotels take such proactive steps to address these security risks, they build trust with guests and create a safer environment for employees. 

Strengthening Hotel Safety with Smart Solutions

Hotels face risks like fires, accidents, and security threats everyday, but modern tools offer effective solutions. Technologies like Relay boost safety by enabling real-time communication, faster responses, and seamless coordination during emergencies. Employee training further strengthens protocols to protect guests and staff alike.

With these smart solutions, hotels boost safety, build guest trust, and create a secure work environment. For more actionable insights, download our ebook – Rethinking Hotel Safety with Cutting-edge Communication Tools, and take your hotel’s safety to the next level.

The post 3 Common Safety Risks Hotels Face and How to Address Them Effectively appeared first on Relay.

Employee-first technology in hospitality refers to tools that support staff directly by improving their productivity and reducing stress. These tools include advanced communication devices, automated scheduling software, task management platforms, safety systems, and more. The result? Higher employee morale, which directly leads to improved guest interactions and services. 

The Hidden Link Between Employee-First Technology and Guest Satisfaction

Surveys show that happy employees can lead to greater guest experiences. Staff who feel supported, engaged, and confident in their roles tend to bring more energy and enthusiasm to guest interactions. Conversely, stressed or overburdened employees can lead to subpar service, even in luxury settings. 

While a positive work environment is key, technology also plays a big role in boosting employee satisfaction. Automation tools, for example, streamline repetitive tasks, allowing staff to focus more on their primary responsibilities. 

Empowerment Through Automation in Hospitality

In hospitality, efficiency is essential. Tasks like managing room assignments, responding to guest requests, and tracking special preferences can be time-consuming and error-prone when handled manually. 

Employee-first technology is a game-changer in this respect, as it helps staff work more efficiently and focus on delivering great service. With the right tools, like automated task management systems to streamline operations, or guest service platforms to manage interactions across channels, guests benefit as well. 

These tools not only improve productivity and coordination but also give staff more time to create great experiences for guests, leading to higher satisfaction and loyalty.

Using Employee-First Technology for Clear and Effective Communication

Communication breakdowns can result in misunderstandings, missed guest requests, and operational disruptions. With 71% of customers now expecting real-time communication, your staff should be prepared to streamline guest needs using communication technology. 

Reliable communication technology, such as walkie-talkies or radios, gives staff the ability to send and receive messages instantly, regardless of where they are on the property. Even better, are devices with the ability to translate across languages in real-time, keeping every staff member in the loop. 

With all team members staying informed about guest needs, urgent tasks, and internal updates, requests are handled faster, issues are resolved quickly, and service becomes more efficient and responsive. 

Besides improving communication, technology can also be a lifesaver in emergencies. 

Focusing on Employee Safety

Prioritizing employee safety boosts staff confidence and productivity. Technology like panic buttons ensure quick assistance during emergencies and help put employees at ease, knowing that help is only the press of a button away. 

Likewise, cybersecurity training and secure login processes safeguard staff from online threats. Data privacy protections show a commitment to staff and customer well-being, promoting a more secure environment.

Improving Employee Skills for Better Service

Investing in tailored development programs can result in knowledgeable employees who are better trained to serve guests well. When employees gain new skills or improve existing ones, they become more confident in their roles. This empowerment leads to greater engagement and improved service quality.

With integrated training modules on customer service, safety, and cultural sensitivity, technology can empower employees to continuously improve their skills, making sure they provide top-tier service to guests.

Alleviating Stress Through Self-Service Solutions

Empowering employees with self-service tools can reduce stress and improve job satisfaction. These systems allow staff to access work schedules, update availability, and request time off without relying on supervisors for every adjustment. Such features offer a sense of control and autonomy that contributes to overall job happiness.

When employees aren’t weighed down by administrative tasks, they can shift their attention back to guest interactions, providing proactive service and responding more enthusiastically to requests.

The Ripple Effect of High Employee Retention

The hospitality industry is infamous for high employee turnover, which can disrupt service consistency and lead to increased training costs. Investing in employee-first technology shows staff that they’re valued, which can help improve job satisfaction and retention rates. 

Guests benefit from this stability too, as a well-trained, experienced team provides consistent and high-quality service. Building strong bonds between long-term staff and repeat guests builds loyalty and makes each visit more enjoyable.

Challenges of Employee-First Technology in Hospitality to Consider

It’s important to acknowledge potential hurdles when implementing new technology. Training staff to use new systems effectively, overcoming resistance to change, and managing initial costs can be challenging. The key is clear communication about how these tools benefit both employees and guests. Supportive onboarding programs and ongoing training can mitigate resistance and maximize the technology’s impact.

Also, tracking and measuring the impact of employee-first technology on guest satisfaction requires a data-driven approach. Metrics like employee engagement scores, retention rates, task completion times, and guest satisfaction ratings can provide insights that the investment has been beneficial.

With such processes and technologies, hotels can offer better service and stand apart in today’s competitive hospitality sector. 

Final Thoughts for Hospitality Leaders

Investing in employee-first technology is about creating an environment where employees thrive. Happy, engaged, and empowered employees are naturally driven to provide exceptional guest experiences. The tools that make their work easier and more meaningful ripple outward to delight guests and elevate your brand’s reputation. 

Investing in employee-first technology in hospitality is no longer optional —it’s essential. Discover how Relay can empower your staff and elevate your guest satisfaction today.

To learn more about how the latest technological trends can help elevate guest experiences, download our comprehensive ebook.

The post Boosting Guest Satisfaction with Employee-First Technology appeared first on Relay.

During our recent webinar, David Palumbo, General Manager of Raleigh Marriott City Center, shared his thoughts on the trends highlighted throughout the report and discusses where he thinks the industry is headed next.

Topics include:

• The biggest investments hospitality leaders are making today
• How to increase staff and guest safety through communication
• The key to staff retention in today’s tough market
• Why creating a personalized guest experiences is the future of hospitality

The post Webinar: A GM’s Deep Dive into Relay’s 2024 Hospitality Report appeared first on Relay.

Summer is often a make-or-break time since there’s a great influx of customers, and everyone is looking for the best experience possible. Recent stats show that nearly one-third of tourism nights in 2023 were spent in July and August. Hotels that consistently meet demands and create a seamless experience for guests often see the most success. 

Early and strategic planning is paramount for hotels aiming to seize the summer demand. This proactive approach helps you outshine your competitors and paves the way for a memorable guest experience. Let’s delve into some key considerations for your summer strategy.

1. Look at patterns from last year and the year before

When developing your demand strategy, the first step is to look at the past. This might seem counterproductive, but analyzing data from the last year or two can provide significant insights. You can gain a deeper understanding of your guests’ behaviors by identifying patterns such as peaks and lows, bookings, cancellations, and other metrics across the summer weeks. 

This knowledge empowers you to plan staffing and resources for potential peaks, know when to dial up marketing to bring the low points up and stay prepared. While there are always shifts across the years depending on seasons and events, you can still forecast to an extent. 

2. Upgrade your tech

Summer is a high-demand time, and upgrading your technology in advance is a strategic move that benefits both your staff and guests. Before the summer rush starts, invest in better communication and automation technology. Not only will doing so enable staff to work faster during busy periods, but it will also give them time to get used to the tools before the rush starts. Moreover, communication and automation tools empower your staff to collaborate, communicate, and solve problems faster, which is a significant advantage during high-demand times.

As part of upgrading tech, you should also consider the guest experience and what might be improved. You may want to enhance other amenities, such as boosting Wi-Fi, adding new facilities or services, or providing more entertainment options in rooms to ensure guests have everything they need. 

3. Get any maintenance out of the way

As part of your summer strategy, you must prioritize any maintenance needs. Think about the weather ahead and whether your property can handle it. Preparing for the weather ahead and getting any repairs or upgrades done before the rush starts will put you in a less stressful position down the line. 

Many hotels use downtime and the low season to slowly upgrade cooling appliances and any structural repairs needed to keep rooms and the hotels in the best shape possible. A summer planning checklist may help with maintenance. It should include checking appliances such as air conditioners, fridges, fans, and anything else guests may need for warmer days. Water access should also be a top priority, including hot and cold water. 

4. Optimize staffing and training

Once you’ve outlined the functional aspects of your strategy, it’s crucial to shift focus to staff training. Leveraging the insights from your data, you can optimize your staffing strategy. For instance, you might require seasonal staff and need to hold increased training for long weekends or around seasonal events. This approach ensures your staff is well-equipped to manage the rush when it inevitably comes, thereby fostering a seamless guest experience.

You can always tee up extra staff, give them a rough idea of when you need them, and train beforehand. That way, they’ll be ready to come in when there is a big rush and pick up things immediately since they’ll have already gone through the necessary resources. You may also need to refresh staff training on any tools or tech they may need to use during high-demand times to ensure everyone feels comfortable and prepared. 

When working with staff to prepare them for the summer months, you may also want to look at any past data you’ve collected to identify gaps and areas for improvement. Look at what guests have said about staff, their stay, and the overall experience. The feedback can be used as a guiding point to improve operations going forward and address concerns with staff ahead of time rather than during peak rush times. 

5. Revamp packages based on events

Another component of demand planning is researching what events will happen during the summer and creating attractive deals for potential customers. Usually, the summer rush is a mix of families off from school and tourists, but many often flock to different towns depending on events going on around that time. 

Look at calendars and events like concerts and theater shows for your immediate and surrounding areas where you could offer guests a good deal. Consider offering packages for events such as weddings, bachelor and bachelorette parties. Often, people may choose to stay farther from events they are attending if they feel they are benefiting in some way, whether that’s a cheaper rate or some kind of additional offer that makes it worth the effort. 

Revamping packages and rates based on local events is a strategic move that can entice people to choose your hotel over others. Offering various amenities, such as breakfast, dinner deals, or even free drinks on arrival, can give you a competitive edge. 

You could also offer competitive group discounts or create package deals based on the length of the event. By examining what competitors are offering in terms of rates and deals, you can ensure that you are on par with them and whether what you are offering stands out in comparison to others. This strategic approach will make your hotel more competitive and appealing to potential guests. 

Stay Ahead for Next Year

While summer is definitely a busy and often stressful time, it also has the potential to be one of the most lucrative times of the year. By creating the right strategy and planning, you can already go a long way in differentiating yourself from the rest. Incorporating tech into the experience will make it easier for staff to collaborate and work together quickly, even facing a big rush. However, training staff beforehand on different solutions makes them comfortable with the tech faster. You can learn more about how solutions like Relay streamline communication and make it easier for staff to stay connected to one another here.

The post Boost Your Hotel’s Busy Season: 5 Must-Know Tips appeared first on Relay.

However, as the hospitality industry shifts towards an upward trajectory, plenty of statistics demonstrate how shifting consumer needs are changing expectations. For hospitality leaders, staying ahead of evolutions and adapting to consumer needs will be instrumental for growth moving forward. Here are 8 hospitality trends that prove the industry is changing.

1. Staff retention is a priority area.

While guests may be returning in droves, finding and retaining staff has become increasingly challenging for many brands. There is now a significant push to improve and evolve working standards for hospitality employees to prevent high turnover rates. With hospitality staff becoming harder to recruit and retain, the focus for brands is to keep employees engaged. 

Brands are now implementing new solutions and processes to help staff feel empowered, happy, and confident working with them. Staff retention strategies brands have adopted include measures such as low-cost or free accommodation options, higher wages, and other innovative measures to take care of staff.

2. Keep in touch – but don’t make contact.

Another emerging trend that proves how much the industry has changed over the years is the expectations around communication. With more tech and innovation available to keep in touch with guests, it seems like all guests want to do is keep in contact without actually having to interact with anyone.  Keeping in touch can include automated solutions like chatbots, text and social media messaging  to send comms around common touch points such as wait times, check-in, security information, and other messages to keep guests informed without making frequent contact.  

3. Employee safety and communication need to be seamless. 

A seamless communication experience isn’t just for guests but also for employees. As the hospitality industry changes, it’s more important than ever for employees to feel safe, heard, and seen at all times. Employee safety in the face of unpredictable guests and aggressive situations has become an important topic as they navigate these high-pressure situations. Many brands have already instituted emergency alert measures, including tech solutions for rapid employee communication and panic button mandates to ensure employee safety. 

4. Sustainability is changing perceptions of hospitality and what customers expect from hospitality venues.

As concerns about the environmental impact of tourism and travel grow, many hotels are looking inward at their operations to mitigate their carbon footprint. There is a growing need for hotels to reduce waste, reduce the usage of resources such as water and energy, and find new eco-friendly ways of construction. 

In 2021, 83% of global travelers think sustainability is essential, and 61% state that, post-pandemic, they would like to travel more sustainably. Many brands have already started undertaking measures (e.g., new measures for waste management and managing laundry processes), but consumers will likely expect more as their awareness of environmental issues continues to increase. 

5. Generative AI will start to play a more prominent role in marketing, strategy, and operations.

There is a growing trend towards adopting generative AI in hospitality, and this is likely to increase as more brands begin to experiment with the technology. Generative AI has been one of the single largest technological advancements over the years, and its possibilities are endless. 

As hospitality brands look for rapid growth opportunities, leveraging generative AI for travel advice, communication, analytics, and more will become a larger trend. Those who can quickly adapt generative AI to core functions like marketing, operations, and communications will be significantly ahead of the curve. 

6. Focus on the right tech, not the Metaverse 

While generative AI is seeing massive demand, not all tech is equal. While it might be tempting to look at experiential tech like the Metaverse or augmented reality (AR) as new ways to drive interest, the novelty may soon wear off. While focusing on the overall customer experience is important, think about what value tech adds for staff and guests before investing in it. 

While 34% of customers expressed interest in features like virtual reality hotel tours, most hotel brands see it as a complex, impractical solution that’s difficult to implement. However, other tech solutions such as automated marketing messages, employee safety devices, and the Internet of Things (IoT) are becoming a major investment area for hospitality brands moving forward. 

7. Look at what retail is doing.

As hospitality brands compete for footfall, looking outside the category may help. Many hospitality brands are now taking inspiration from retail, including more substantial health and safety measures, experiential design, curated collections, and unique amenities to differentiate themselves from the rest. 

For hospitality brands looking towards future investments, understanding adjacent categories such as brick-and-mortar retail may inspire how to bring more guests in. Many retail brands have now paired with social media influencers to increase brand awareness, created experiential shopping spaces, and introduced more creative design into interiors. For hospitality brands looking to stand out from the rest, retail can provide a lot of inspiration on moving forward.

8. New types of travel are on the rise 

As more consumers balance work with pleasure, there is more of a shift to maximize time while traveling. Alternative travel styles such as bleisure and digital nomadism are on the rise. More and more travelers are expecting hospitality brands to accommodate work needs (e.g., fast internet for Zoom calls and easy telecommunication solutions for calls) as well as leisure needs. Hotel brands need to be able to flex and adapt to shifting needs as people go from working during the day to exploring their surroundings in the evenings and weekends. Rapid communication between employees to offer different solutions based on comfort and convenience will be key as it may become more challenging to immediately anticipate work and non-work related needs.

Conclusion: Invest Where it Makes Sense For You

With the hospitality industry slated for growth, it’s essential not to fall behind. Investing in the right tech to facilitate communication ensures that both staff and guests feel safe and comfortable in their surroundings. With staff safety and retention being vital focus areas for hospitality brands, solutions like Relay offer innovative solutions for staff safety.

The post The Industry is Changing: 8 Hospitality Trends appeared first on Relay.

In an analysis of Relay customers in the hospitality sector, we found a striking pattern: staff at luxury establishments communicated >50% more on average daily than the average across hospitality. This heightened level of communication is a crucial component of their success.

Why More Communication is Essential

Speed and Efficiency

In the realm of luxury, speed is synonymous with efficiency. Guests expect swift responses and immediate solutions. Effective communication ensures that staff can coordinate seamlessly, allowing for rapid service delivery without compromising on quality. A well-coordinated team can preemptively address guest needs, ensuring that no request is left unattended.

Surprising and Delighting Guests

One of the hallmarks of a luxury experience is the ability to surprise and delight guests. Whether it’s a personalized welcome gift or a tailor-made excursion, these moments require meticulous planning and flawless execution, both of which are rooted in robust communication. Sharing guest preferences, special occasions, and past interactions among staff members allows for a synchronized effort in creating these exceptional moments.

Personalization Through Guest Insights

Understanding your guests’ preferences and anticipating their needs is the cornerstone of luxury service. Effective communication channels enable staff to gather and share valuable insights about each guest. This collective knowledge empowers the team to customize services and amenities, creating a personalized experience that feels both unique and intimate.

Knowledge Transfer Among Staff

In a luxury setting, the continuity of service is paramount. This means ensuring that all staff members are equipped with up-to-date information about each guest, regardless of shift changes or departmental boundaries. Consistent and thorough communication ensures that every interaction a guest has with the hotel staff is informed and cohesive, contributing to a seamless experience.

Want to learn more?

I recently sat down with two luxury hotel General Managers to talk through the opportunities and challenges in communicating for world class luxury experience. Register to receive a recording here.

The post Luxury Hospitality Requires More Staff Communication appeared first on Relay.

There are some broader strategic points to bear in mind when designing a communication strategy for frontline workers to ensure every person feels safe, heard, and empowered. While each strategy will likely look different based on the specific situation and working environment, there are some common mistakes managers should avoid regarding communication for their teams.

1. Not having a plan in place

When it comes to communication, managers should first create situational strategies and consider whether they address the key concerns that frontline workers may have. Emergencies can escalate quickly, and there’s often little time to think and react. Guests will have immediate concerns and issues that need to be resolved ASAP. No matter what the situation is, frontline workers need to be able to rely on a plan to get them through the issue effectively. 

One of the common mistakes in these situations is that staff may not always be adequately or frequently trained enough on who to reach out to in different situations. Not teaching or enabling them to communicate with the various types of people they may encounter can further compound issues. For example, different strategies may be required when communicating with guests versus internally, or there may be nuances in protocol depending on the situation.  

Strong communication strategies reduce the cognitive load for frontline workers during these situations. A clear plan also improves operational efficiency while ensuring there’s a standard operating procedure everyone feels confident in. Having a standard process ensures that everyone is on the same page regarding dealing with situations as they arise.

2. Not using a communication tool

When designing a communication strategy for frontline workers, there are a few considerations: 

• Who will they need to speak to in a fast-paced, unpredictable situation?
• How quickly will they need to get in touch with someone?
• How will they communicate with one another? 

The answers to those questions will shape the foundation of communication, but its execution needs to address any fears, issues, or doubts each team may have. Communication strategies should also reduce the manual effort that goes into getting in touch with someone to cut down response times. 

That’s where communication tools play a vital role. Research shows that employees are 450% more likely to leave their jobs when the company is behind in tech and tools. While there’s a human element to communication, having a tool in place allows frontline teams to get in touch with one another more effectively.

However, it’s also key to select a communication tool that fits your staff’s behavior and enables them to communicate quickly based on what they are already used to. Some staff may feel more comfortable using cell phones, while others may prefer other communication tools such as radios, walkie-talkies, or paging systems. Regardless of which tool is being used, these devices enable frontline workers to resolve issues faster, spend less time searching and hunting for information on the ground, and feel secure and safe because they know they’ll have a quick response on the other side. 

3. Not utilizing translation devices

One element of frontline work often overlooked in communication strategies is the role of language. Frontline workers need to feel confident, empowered, and safe in different situations.

Translation is key to how effectively frontline workers resolve issues and work with others. Substantial language barriers can complicate an already stressful situation and make it difficult to reach a resolution. 

If frontline workers cannot understand the needs of the person in front of them, how can they provide the right solution? 

Studies have found that frontline workers need education and resources to communicate confidently with those who speak languages other than English. Communication strategies also need to include translation devices so that frontline staff have the resources to communicate in different languages and understand what others need.  

Communication often breaks down when frontline workers aren’t able to understand the needs of the person they are working with, particularly when a strong language barrier is involved. 

4. Communicating with frontline workers in the same way as with corporate

Managers need to consider what frontline workers need versus what corporate needs. While there might be some overlap, the likelihood is that frontline workers need a different communication approach and want to have their voices heard. Research conducted with frontline workers in the UK, US, and Australia found that 40% of workers said that communications from management felt “out of touch”, and 42% of respondents found corporate communication irrelevant. 

Fundamentally, frontline workers see people day in and day out, and their communication needs differ because of that. What frontline workers see and experience based on their interactions will differ from what corporate sees, and it’s important to hold space for frontline workers in that regard. Honesty and transparency are important, as is encouraging open dialogue so frontline staff feel involved and heard. 

5. Not examining communication systems and tools from time to time 

Another mistake often made in communicating with frontline teams is not revisiting strategy, tools, and what these individuals actually need. For many organizations, once a strategy is in place, that’s that. It may not be reevaluated much, if at all, and it can often end up contributing to feelings of irrelevance or outdatedness from team members. Not only is it essential to revisit systems and tools, but it’s important to consider frontline workers as crucial stakeholders in the process. 

The frontline experience is dynamic. It changes based on many factors that vary from organization to organization. What worked a few years ago may feel less salient over time, but frontline workers may not always be able to share that kind of feedback. Creating space and time to revisit processes and systems is part of this. It’s also equally important for organizations to empower frontline workers to share their experiences; feedback is critical for creating and reinforcing better communication. 

Frontline workers thrive with better communication

Fragmented communication makes it all the more difficult for frontline workers to do their work effectively. The right tools and systems speed up communication and ensure that frontline staff has a clear path and resources for any situation that may arise. With the right solution, organizations can enable frontline workers to respond to situations quickly, effectively, and confidently. You can learn more about how Relay unifies communication for frontline teams here.

The post 5 Communication Mistakes Frontline Managers are Making appeared first on Relay.