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.

As a business owner, manager, or other industry-leader in hospitality, keeping customers happy means being aware of what’s currently influencing them. From mission-driven, eco-friendly business practices to flexible opportunities that allow travelers to work, relax, and connect on the go, the trends are ever-changing, but we’ve got the details about what’s currently hot in the future of hospitality. Here’s a look at some of the trends that hospitality leaders should know about.

What’s New in Hospitality?

The future of hospitality is ever-evolving, and select, recent trends are focused on more than travel aesthetics.  Some of the latest hospitality industry trends are focused on business practices across the industry. 

What’s important to consumers does vary by generation, and this is something business owners can be attentive to. Gen Z, for example, seems to be emerging as the sustainable generation, with 62% of Gen Z shoppers stating they prefer to buy from sustainable brands, according to one report. Additionally, Gen Z and millennials are more likely than other generations to make decisions based on the values of a business.

As technology continues to evolve and travelers become more vocal about what’s important to them, so do the options that are offered to guests through the travel and hospitality industries.

Hospitality Trends You Don’t Want to Miss

Even though there’s no one-size-fits-all approach to hospitality, many of the trends that are shaping the future of hospitality are based entirely on consumer preferences. As travelers have expressed what type of services they’re looking for in 2025, business owners have shifted their focus to provide better guest experiences across the board. Here’s a look at some of the current trends in hospitality.

Next-Level Personalization

In a survey of what people value most in their customer experience, 65% of customers stated that personalization was a key factor, and many were willing to pay more for personalization. There’s no doubt that travelers want experiences that are specifically related to their preferences.

Leaders in the hospitality industry are creating more personalization options by offering things like flexible pricing and giving customers more control over their travel experience. Even simple changes like allowing customers to choose the options in the mini-bar or control the settings in their hotel room can provide a better experience. 

Wellness Tourism

With the rise of wellness tourism, many travelers are interested in returning from their vacation in a healthier state than they left in.

Wellness tourism often looks like focusing on authentic wellness practices, leading to positive changes in the physical, emotional, and mental health of an individual. Many businesses in the hospitality industry are catering to this trend by creating opportunities for travelers to focus on their health. According to Grand View Research, the wellness tourism market is expected to reach $2.1 trillion by 2030. For some travelers, this looks like attending yoga classes, spending time in nature, or eating healthy instead of using vacation as an opportunity to splurge.

Story-Based Marketing

Marketing is an essential part of any industry. It’s what allows businesses to grow and reach more customers. But instead of focusing on promoting their brands, the latest trend in hospitality is story-based marketing.

This marketing strategy has taken over social media, with brands focusing on storytelling as a way of connecting with their audience and evoking emotions. This type of marketing invites the audience to become part of the story, rather than just trying to sell a product.

Eco-Friendly Practices

Sustainability is more than just a buzzword – it’s something that many young travelers are passionate about, and it determines where they spend their money. Developing eco-friendly practices should be a priority for businesses, especially in the hospitality industry.

As more and more hotel industry trends point toward sustainability, businesses across the world are catching on and implementing these practices. Initiatives that include practices such as reducing waste and plastic use, establishing systems for composting, and prioritizing energy efficiency can go a long way.

A Focus on Technology

As technology continues to advance, businesses in the hospitality industry have found successful ways of blending these innovations with the authenticity of human connection. It can be challenging to strike the right balance between integrating technology and using technology to replace social interactions.

However, instead of resisting technological advancement, hospitality businesses can use the right technology to increase efficiency, streamline processes, and provide an overall better experience to their guests.

Upgrade Your Hospitality Technology With Relay

No matter what type of business you run in the hospitality industry, using technology to improve the efficiency of your team is a must. Since travelers crave authenticity and personalization, digital transformation in the hospitality industry can lead to streamlining processes that don’t require human interaction.

Similarly, one of the keys to increasing efficiency is prioritizing effective communication. Relay provides an all-in-one communication device for the hospitality industry. Our devices allow your team to easily talk to other staff members, whether they’re using a smartphone, laptop, or Relay device. 

Our devices also improve your safety practices by offering the best-in-class emergency alert system. This system is included as part of all Relay plans, without any extra fees or changes to your current infrastructure.

The ease and simplicity of Relay devices allow you to focus less on communication and more on the latest trends, ensuring that your staff and customers are well taken care of. To learn more about how Relay has improved operations for some of the biggest hospitality brands, book a one-on-one demo with our team today!

The post The Future of the Industry: 5 Hospitality Trends Rising to the Top This Year appeared first on Relay.

Engineering Excellence in a Compact Design

RelayM is an engineering marvel. We challenged ourselves to deliver the core performance and functionality of RelayX in a dramatically streamlined package – optimized for the unique demands of hospitality environments. While RelayM is compact, it still integrates critical communication, panic, and location awareness into a single, simplified device. Building on the success of Relay+, RelayM offers an evolved design that enhances usability and effectiveness in day-to-day hospitality operations. A new integrated screen provides instant visibility into channel, connectivity, and battery status.

RelayM’s size is particularly helpful for housekeepers and mobile staff, as the portable device can easily be clipped to a shirt or worn on a lanyard. This ensures more consistent use and employee protection, all in one holistic tool that addresses both safety and communication needs. RelayM boasts all the capabilities of our previous generation models and more. This includes the TeamTranslate™ feature that has helped escalate our adoption among more than 4,000 hotels, resorts and casinos nationwide and over a million locations tracked. 

A Market Leading Approach to Connectivity 

RelayM — like RelayX — maintains three active connections simultaneously at all times, including WiFi 6E plus 5G dual cellular connections. To ensure the strongest and most reliable connectivity, it monitors the signal of each network 50 times per second to automatically select the strongest network. It has a backup for the backup, and virtually eliminates communication dead spots. This approach is critical for safety and consistent communication, especially in large, sprawling hospitality environments. 

“There were a number of dead zones in the hotel, where we would lose signal… areas that in the past, our communication would drop. With the redundancy of Relay, we no longer have dead zones.” 

– David Palumbo, General Manager of Raleigh Marriott City Center

TeamTranslate: AI-Powered Communication

Central to RelayM’s value is our award-winning TeamTranslate™ feature, recently recognized on Fast Company’s 2025 World Changing Ideas list. This AI-powered live translation supports more than 30 languages, enabling instant voice translation with the push of a button without separate apps or devices.

“As the General Manager, knowing that the device translates automatically to a person’s primary language is extremely comforting, especially if it’s an emergency situation.”

– David Palumbo, General Manager of Raleigh Marriott City Center

For hospitality’s diverse workforce, TeamTranslate creates safer, more productive, and inclusive environments by eliminating language barriers and ensuring every team member can participate confidently.

Performance That Doesn’t Compromise

Other RelayM features include: 

All-Shift Battery Life: Thanks to the new, larger 1780 mAh battery, with 32% more capacity and 25% longer talk time than before, RelayM can cover even the longest shifts, now with 10-16 hours of usage on a single charge. “The battery life has been excellent, we’ve never had to recharge a Relay device during a shift,” shared Palumbo.

Crystal Clear Audio: Features the same high-quality 2-watt speaker as RelayX, providing 50% improved perceived loudness than our previous model. And RelayM’s new and improved advanced noise cancellation ensures crystal clear communication even in the most challenging hospitality environments—whether it’s over noisy vacuum cleaners, in bustling lobbies or restaurants, or on loud city streets.

Military-Grade Durability: Built to MIL-SPEC 810H standards with IP66 and IP68 ratings. Waterproof, dustproof, and able to withstand 5-foot drops onto concrete.

Setting New Industry Standards

RelayM showcases our commitment to continuous innovation and setting new industry standards. By combining cutting-edge engineering with cloud technology and AI-powered features like TeamTranslate, we’re driving the evolution of frontline communication technology.

The post Introducing RelayM: Disrupting Traditional Hospitality Communications 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.

HYATT REGENCY JACKSONVILLE RIVERFRONT

Riverfront Hotel Cuts Costs 25% with Smarter Communication

PHOTOGRAPH © HYATT CORPORATION

PHOTOGRAPH © HYATT CORPORATION

A Premier Destination with a Commitment to Excellence

Hyatt Regency Jacksonville Riverfront, located in the heart of sunny Jacksonville, Florida, offers a premier stay with stunning panoramic views of the St. Johns River. Guests can enjoy a variety of onsite dining options, a full-service Starbucks, and a rooftop pool, all just steps away from the vibrant downtown scene. With 951 guest rooms and suites, top-notch furnishings and elevated amenities, the riverfront hotel is committed to delivering exceptional service and a memorable stay.

With over two decades of experience managing Hyatt properties, General Manager Jeff Thompson understands that seamless operations and effective communication are essential to delivering a high-quality guest experience. After successfully implementing Relay at Hyatt Regency Clearwater Beach Resort & Spa—where it significantly improved team coordination—he saw an opportunity to bring the same benefits to Jacksonville.

Multiple Communication Devices Led to Inefficiencies and Gaps

Before adopting Relay, Hyatt Regency Jacksonville relied on a combination of radios and cell phones for team communication. While this system had been the standard for some time, it came with several challenges. Radios were bulky and inconvenient, leading to inconsistent usage and frequent breakdowns. High maintenance costs and recurring equipment failures further disrupted operations. Additionally, juggling both cell phones and radios caused fragmented communication, making it difficult for teams to stay connected and respond efficiently.

With teams spread across multiple departments, these inefficiencies slowed response times and impacted guest service. To ensure seamless operations and elevate service standards, the hotel needed a reliable, cost-effective solution to unify communication and streamline workflows across the entire property.

A Unified Communication System Transforms Team Coordination

Thompson had previously introduced Relay at Hyatt Regency Clearwater Beach Resort & Spa, where it transformed team coordination and efficiency. Building on that success, he implemented Relay property-wide at Hyatt Regency Jacksonville, equipping teams across Engineering, Events, Food & Beverage, Guest Services, Housekeeping, IT, Purchasing, and Security with a unified communication system.

With Relay in place, staff could communicate seamlessly through Relay’s intuitive dashboard that enabled easy channel creation, location tracking, and emergency response. Customizable channels cut down on unnecessary chatter, ensuring messages reached the right people instantly. The system’s two-shift battery life kept teams connected throughout their workday without interruptions.

The cloud-based system also eliminated the need for costly on-site infrastructure, making deployment quick and hassle-free. By centralizing communication and enhancing team coordination, Relay became an essential tool in improving efficiency and guest service at the property.

Seamless Implementation Drives Efficiency, Cost Savings, and Improved Communication

The transition to Relay was seamless, with staff finding the onboarding and training process to be straightforward. The cloud-based platform was deployed without disrupting daily operations, leading to immediate improvements in communication and efficiency.

Staff now send 1,000 messages per day, ensuring faster response times and better coordination across departments. Compliance has increased as employees found Relay more user-friendly than traditional radios. Emergency response times improved, enhancing safety and operational agility. Additionally, the property reduced two-way communication costs by 25%, making Relay both an effective and cost-saving solution.

“Relay has transformed our communication. The ease of use, customizable channels, and reliable battery life are game-changers. The dashboard is incredibly powerful, and the Relay team’s support is unmatched. The onboarding and training were seamless, and the deployment was efficient due to the lack of required infrastructure. We send over 1,000 messages a day and appreciate the ability to reduce unnecessary chatter.” 

– Jeff Thompson, General Manager, Hyatt Regency Jacksonville Riverfront

Conclusion

By implementing Relay, Hyatt Regency Jacksonville has transformed its internal communication, enabling teams to work more efficiently while upholding the hotel’s commitment to outstanding guest service. The success of Relay across multiple Hyatt properties reinforces its ability to drive operational excellence, keeping staff connected and responsive in an industry where seamless coordination is key.

• 951 guest rooms, including 23 suites

• Full-service, upscale riverfront hotel serving business, leisure, and large-scale event travelers

• 116,000+ sq ft of flexible meeting & event space

INDUSTRY

HOSPITALITY

OBJECTIVE

Replace the fragmented combination of cell phones and walkie-talkies at Hyatt Regency Jacksonville Riverfront with a more reliable and streamlined communication system to enhance team connectivity, improve coordination, and support seamless daily operations.

RESULT

By upgrading to a more efficient communication solution, Hyatt Regency Jacksonville Riverfront eliminated communication inefficiencies, improved team coordination, reduced response times, and lowered two-way communication costs by 25%, ultimately enhancing the guest experience.

GET A DEMO

The post Hyatt Regency Jacksonville Riverfront appeared first on Relay.

One common hurdle across these challenges is miscommunication. Specifically, delays in communication, unclear instructions, or technological problems like poor network signals, turn manageable situations into chaos.

In this blog, we’ll explore the importance of streamlined communication in hotel safety, how it resolves everyday and emergency challenges, and why efficient solutions are becoming must-haves for top hotels. 

Closing Communication Gaps in Daily Hotel Tasks

Everyday hotel tasks require smooth team collaboration in order to boost guest satisfaction. From getting new towels delivered quickly to letting valet know a guest is ready for their vehicle, being able to communicate in real time is important.

This can also apply to safety issues. If a housekeeper notices a broken railing or wet floor, they need a way to get in touch with maintenance immediately. Delays in reporting these issues can lead to larger accidents.

Modern communication devices help address these gaps, allowing employees to instantly get in touch with the right department, without having to leave an incident to track someone down.

Reducing Risks in High-Traffic Areas

High-traffic areas like lobbies, banquet halls, and pool decks are hotspots for potential accidents. Wet floors, misplaced furniture, or electrical hazards can lead to slips, trips, or other injuries. According to Relay’s 2024 Hospitality Report, 63% of survey respondents believe slips and falls are the biggest guest safety concern. 

It’s important employees are trained to spot and address safety concerns such as these. Employees who see a potential wet or dangerous environment should alert the maintenance staff, who in turn, can take immediate action to mitigate risks, like placing warning signs or redirecting guests to safer areas.

The result? A safer environment that reassures guests and gives employees the confidence to handle issues. This proactive approach builds trust with guests, who notice the hotel’s commitment to maintaining a secure environment.

Boosting Security and Preventing Threats

Threats like unauthorized access, theft, or even violence can jeopardize the safety of guests and employees. To tackle such situations, employees should quickly report suspicious behavior or unauthorized entry to the security team. 

These streamlined communications can lead to appropriate action like locking down certain areas, notifying law enforcement, or dispatching personnel to investigate. Such actions can minimize risks and maintain a secure, welcoming environment for everyone.

Faster Responses When Seconds Matter

During emergencies, every second counts. However, traditional communication methods like phone calls or texting often fall short in getting a quick response during high-pressure scenarios. People may not have their phone on them while working, or notifications may be too quiet to hear. 

That’s why push-to-talk (PTT) devices are often the better frontline team communication solution during emergencies. Beyond their reliability, PTT devices are often equipped with additional emergency response features, like a panic button and indoor location tracking. 

Should an incident such as a kitchen fire break out, an employee can call for help with the press of a button and share their location across teams within seconds. This way, help can respond immediately, and others know which area to avoid and redirect guests from. It can also help coordinate an evacuation if one is necessary, keeping both guests and employees safe.

Learn how Fairfield and TownePlace Suites of Norfolk bridges communication gaps and coordinates emergencies swiftly with Relay.

Empowering Staff with Training and Communication Tools

The tools you choose are only as good as the people using them. Research shows that 20 hours of annual safety training has a 68% likelihood for employees to follow safety protocols. To ensure a safe environment, hotels must invest in training their staff to use their communication devices effectively. 

Proper onboarding and regular training sessions can familiarize employees with the functions and capabilities of communication tools, while strategies like simulated emergency drills can provide practice for coordinating their actions in real time. 

Conclusion: Turning Chaos into Coordination

In the hospitality industry, safety depends on clear and immediate communication. Whether it’s preventing accidents, responding to emergencies, or addressing security concerns, advanced communication devices provide the backbone for coordinated action.

With these devices, hotel staff can act decisively, turning potentially chaotic situations into manageable ones. Also, the right training can improve emergency protocols, protect guests and employees, and build an environment of trust and reliability.

For a deeper dive into how cutting-edge communication tools can transform hotel safety, download our eBook, Rethinking Hotel Safety with Cutting-edge Communication Tools. It’s packed with insights and practical strategies to help your team stay prepared for any challenge.

The post From Chaos to Coordination: Improving Hotel Safety with Instant Communication 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.

Clear expectations can make all the difference. Remind them that they’re a team and should communicate clearly, avoid mixed messages, and prevent confusion. In essence, avoiding any missteps that could get in the way of providing an excellent guest experience. 

Top 10 Hospitality Communication Practices 

Ensuring your entire team is well-versed in various hospitality communication practices is an excellent place to start. It prepares them to help guests and their fellow employees right away.

1. Establish Your Communication Channels 

Each employee should know what the plan is for communicating about a variety of situations. Everything from the signage inside your hotel to when they’ll receive email alerts needs to be well-established, along with how to resolve an emergency as quietly and efficiently as possible. 

Some hotels rely on their employees’ personal cell phones for hospitality communications, but doing so could be a mistake. There are so many things that can go wrong with cell phones, including having no signal or a phone being dead. Instead, choose a form of communication that is reliable and more available.   

Consider what would happen if a guest on the top floor reported an emergency situation to the bellhop, only for them to need to make their way down to the lobby to find help. The precious time that would be lost could make the difference between life and death. 

How can you prevent this potential problem? By encouraging open, transparent communication between your hotel team members, along with stressing the importance of reporting concerns immediately. 

After all, the outcome of our example would have been quite different if the bellhop was equipped with a smart radio. Rather than having to rush down several flights of stairs, they would have been able to ask for help right away. 

2. Practice Active Listening 

It’s vital for every employee to understand how to use active listening to their advantage, including repeating statements they’ve just heard, paying close attention, and practicing empathy. Even if an employee can’t resolve a guest’s problem, they can ensure that the guest feels listened to, which can make all the difference. 

3. Avoid Creating Communication Silos 

If your staff seems to cluster together according to their roles, it’s critical to encourage them to avoid creating a communication silo. A communication silo is a natural side effect of having multiple departments working on different functions of your hotel. 

For example, your front desk staff may possess information that your housekeepers should know, but will they actually pass it on? Or will the info go no further than the front desk? Creating opportunities for your entire staff to get together can help ease the silo effect, thereby ensuring everyone has access to important information. 

4. Create a Customer Service Tone

Did you know that your employees send a strong message to guests through their body language and tone? In fact, 55% of communication comes from body language, while 38% is linked to tonality. A mere 7% of communication comes from the spoken word, which makes it imperative to create a customer service tone. 

Be aware that some employees aren’t in touch with the message that their tone can send. For example, people with different communication styles or sensory sensitivities may find it challenging to adjust their tone naturally. Provide extra assistance to help these employees present your guests with the right non-verbal messaging. 

5. Always Rely on Empathy 

Let’s face it; the average person will always be much more interested in their own issues than in someone else’s. While this might not be something you can change, you can teach hotel employees to rely on empathy for all their hospitality communications. The ability to look at things from another person’s perspective is the top skill you should seek when hiring or promoting employees to work directly with your guests. 

Even when your employees are having a bad day, they’ll receive the benefits of taking an empathy-first approach, including improvements to their social interactions and mental health. Therefore, being empathetic can help your employees and guests. 

6. Use Clarity in All Discussions 

Some staff members may use vague sentences and filler language instead of getting to the point. However, your guests are looking for clear and honest language. That’s why the first priority of hospitality communication should be keeping it clear at all times. Be decisive and avoid overexplaining. One prime example is steering clear of excuses when a simple ‘yes’ or ‘no’ will suffice. 

To promote clarity, it’s a good idea to model it from the very top. In other words, the head of the hotel should always maintain open, honest communication with team members. Begin by setting clear boundaries, so that each team member is aware of what is expected of them.    

7. Maintain Ongoing Interactions with Your Guests 

Checking someone in and out of their hotel room is a start, but it’s also the bare minimum when it comes to delivering exceptional guest service. If you want to gain their loyalty, you’ll need to maintain hospitality communications throughout their entire experience. Plus, don’t forget to maintain occasional contact even when they’re not staying at your hotel.   

One of the best ways to keep this communication channel open is by providing direct messaging during their stay. Whether you choose to use a branded social media app or create something internal, you should have a staff member available to answer any questions or problems that may arise. 

8. Always Make a Good First Impression 

Remember when we said that you need to avoid creating communication silos? Imagine that you’ve checked a guest in, but a lack of proper hospitality communication has resulted in a dirty room. No matter how well you handle the rest of their stay, 91% of guests will never return. It goes even deeper than simply avoiding your specific location, though. The vast majority of patrons will cross your entire chain off their list. 

Staying in contact with staff members from other departments is a good way to prevent this. Also, it’ll give you a chance to change the incoming guest’s hotel room, if necessary, which will avoid the entire negative scenario described above. Remember, every part of your team plays a vital role in guest satisfaction.  

9. Online Reviews Are Part of Hospitality Communication

Taking care of an in-person guest is obvious, but what about former guests that leave a less-than-stellar online review? You might be tempted to ignore this or deal with it later on, but that’s not the right answer. Choosing to respond quickly, politely, and publicly,  can provide a good opportunity to convert them into a satisfied customer. 

Avoid denying any wrongdoing, even if your hotel staff is completely innocent. Instead, take the empathetic path by asking them to share their experience with you. Let them know that you’re very sorry that the hotel failed to meet their standards and ask what you can do to help correct the situation. Keep in mind that it’s not your job to be right; it’s your job to ensure each guest has a good stay.    

10. Conflict Management Techniques Are Key 

Working in a hotel means meeting people who are stressed out, tired, or flat-out angry from time to time. Learning how to contend with these individuals is key for staff members. Teaching them how to deescalate a situation is the best way to prevent angry outbursts. Using conflict resolution techniques such as showcasing patience, compromising, and active listening are your roadmap toward understanding. 

Ideally, you’ll have new staff members undergo a de-escalation and conflict resolution course before they interact with guests. After all, an irate guest isn’t going to care that they’re new. Once their experience has become less than perfect, they’ll always remember the way it felt and are likely to never return. 

Putting Hospitality Communications into Practice 

Although you might expect hotel team members to automatically understand these points, it’s still necessary to provide a proven training routine. Be sure they understand how to use their tone correctly and know how to properly use your hotel’s communication channels. Don’t let fragmented hospitality communication hold your team back from giving each guest a memorably happy experience. 

What’s the best way to get your team on the same page? Consider using smart radios with built-in panic alerts and real-time language translation to improve team communications. By better connecting your team, you can cut down on service delays, remove language barriers, and respond to emergencies faster. 

Are you ready to take your hotel team to the next level? Leave your hospitality communication issues behind and switch your team to Relay. These simple yet powerful tools will provide the perfect way to get in touch with a mere press of a button.

The post Hospitality Communication Best Practices for Hotel Teams appeared first on Relay.

COURTYARD HOUSTON MEDICAL CENTER/NRG PARK

Relay Wows Houston Hotel with Exceptional Customer Service

PHOTOGRAPH © COURTYARD BY MARRIOTT

Houston Hotel Upgrades Team Comms and Safety Solution

Courtyard Houston Medical Center/NRG Park is located just minutes away from some of the top medical centers in Texas, including MD Anderson, Memorial Hermann, and Texas Children’s Hospital. Its proximity to NRG stadium also makes the Marriott property an ideal place to stay for travelers in town to attend a game or explore Houston’s top destinations. The 197-room hotel with 20+ staff members has got everything you need for a clean and comfortable stay, whether you’re traveling for work or for play. 

For Courtyard Houston Medical Center/NRG Park, creating a safe and memorable experience for guests starts with reliable staff communication. We sat down with the hotel’s Chief Engineer, Albert Santos, who has been with the hotel since it opened 14 years ago, to discuss how the team’s communications have evolved.

Two-Way Radios: Too Unreliable for Busy Team

Before discovering Relay, the hotel’s staff was using traditional two-way radios to communicate. Unfortunately, these ended up being fairly unreliable. “They would never work properly and people couldn’t hear you and you couldn’t hear them,” shared Albert. Messages were not coming through on other staff members’ radios, and people didn’t know they were missing messages. Staff also had to deal with battery issues and devices breaking down completely.

In addition to dealing with these missing messages, the hotel’s housekeeping staff were not equipped with their own devices, only supervisors. As a fundamental part of the hotel’s operations, not having their own devices meant that it took longer for room issues and guest requests to be reported. 

Team Communications Now Faster and Easier than Ever

When Marriott encouraged the property to explore Relay due to its worker safety-focused panic solution, staff were beyond ready to try something new. And now, every employee has a device, making communications faster and easier than ever. Albert shared that his fellow employees have found Relay to be a simpler, more reliable solution. Its size is more convenient to carry and connectivity is no longer an issue. 

Sometimes we couldn’t get a hold of the main maintenance person and we had to wait until we finally saw him come around,” said Albert. “Now you just call him and can talk to him instantly.

– Albert Santos, Chief Engineer at Courtyard Houston Medical Center/NRG Park

Even from home, Albert can stay in touch with his team using the Relay app. “It’s very easy to get a hold of employees,” he shared. Albert continued, “Before, we had to call them on the phone because we didn’t have a radio at home. You would call them on their cell phone and sometimes they didn’t answer because they didn’t have it with them. But now, I can use my cell phone to call their Relay, and if they’re working, they have it on.”

Feeling Confident and Impressed by Relay’s Customer Service

While the hotel has been lucky enough not to have any real emergencies where Relay’s panic feature would come into play, its housekeepers definitely feel more confident that help will come if they need it from seeing how managers have responded to a false alarm. “As managers, we immediately go up to the housekeeper because Relay lets us know where the person is when a panic is triggered,” said Albert. He continues, “Even though it was just a false alarm, the staff got to see how we responded to it.”

Above all, Albert has been really impressed with Relay’s customer service. “The customer service is my biggest thing with Relay, he shared. “I mean, any kind of question you have, anything at all, all it takes is one phone call and right away everybody’s willing to help you and they stay on with you until you get the answer or you’re satisfied,” said Albert.

• 197 rooms across multiple floors
• Designed for business and leisure travelers
• Located near Texas Medical Center and NRG Stadium

INDUSTRY

HOSPITALITY

OBJECTIVE

Unreliable two-way radios caused communication breakdowns, slowing staff response to guest needs. Housekeeping lacked devices, delaying room issue reports and requests. Upgrading to Relay’s reliable, easy-to-use solution was a clear choice.

RESULT

Relay improved communication by equipping all staff with reliable devices, eliminating missed messages and delays. Employees stay connected, enhancing response times, service, and efficiency. Managers reach staff easily, even off-site, and housekeepers feel safer with Relay’s features.

GET A DEMO

The post Courtyard Houston Medical Center/NRG Park appeared first on Relay.