On the Exhibit Floor

Over 40 Relay team members made the 2.5 hour trek to catch up with existing customers and greet new faces. Attendees who stopped by the booth got a first look at our new features like TeamTranslate™, as well as our next generation of Relay devices 🤫.

The Thank You Squad

If you attended HITEC, you probably saw Relay’s Thank You Squad outside of Charlotte Convention Center or at Charlotte Douglas International Airport. They were pretty hard to miss, spreading positive cheer throughout the duration of the event. 

Relay’s Thank You Squad handed out surprises to current customers and cheered attendees on as they entered and exited HITEC. Fun fact: some of their favorite sayings are “We 🩵Hotels” and “Radios are Dead”.

Customer Appreciation Happy Hour

At Relay, we believe that building relationships is incredibly important. That’s why current and future customers who stopped by the booth scored an exclusive invite to our Customer Appreciation Event at Caroline’s Oyster Bar where we had live music, raffles, and delicious food.

Being able to gather together, share a meal, and swap stories meant the world to us. We couldn’t have gotten to where we are today without the continuous support of our customers. 🫶

See you Next Year!

It’s safe to say, the Relay team had a blast! If you said hello at HITEC, we appreciate your support and thank you for stopping by. If you couldn’t make it, we look forward to seeing everyone next year in Indianapolis!

The post Relay at HITEC: The 2024 Highlights appeared first on Relay.

When teams are unable to communicate effectively, they face additional mistakes, safety issues, and wasted time on their property, impacting efficiency, guest satisfaction, and staff morale. As a hotel manager or staff member, it is important to be aware of these signs so that appropriate measures can be taken to ensure smooth communication takes place between guests and colleagues, regardless of their native language.

Here are five unmistakable signs that language barriers are adversely affecting hotel operations.

1. You Can’t Communicate Effectively 

Effective communication is the lifeblood of smooth hotel operations. Whether it’s notifying valet that a guest is ready for their car, housekeeping that a room is missing towels, or maintenance that a pipe has burst, every message counts. However, when language barriers enter the equation, response times lengthen, and efficiency takes a hit. Staff members find themselves grappling with delayed communication, increasing their workload and leading to longer wait times for guests. 

This inefficiency becomes even more pronounced during peak times when hotels are operating at full capacity and every second counts. In the luxury sector, for example, quick, streamlined, and discreet communication is essential to provide guests with the highly-personalized service they’re paying for. Addressing language barriers isn’t just about better communication; it’s about ensuring that operations run seamlessly, even in the face of linguistic challenges.

2. Errors, Inefficiencies, and Response Times Have Increased

Language barriers contribute to a higher likelihood of errors and inefficiencies within hotel operations, as well as delayed response times to guest requests and inquiries. Misinterpretation of instructions or guest preferences can lead to mistakes and delays in service delivery, room allocations, and reservation management. Picture this: a guest requests extra towels, but the message fails to reach the housekeeping team due to language differences among staff. These errors not only tarnish the hotel’s reputation but also result in wasted time and resources. Consequently, the guest experiences unnecessary delays, feeling overlooked and dissatisfied. Such scenarios not only frustrate guests but can also lead to confusion and service disruptions.

3. Staff Members Are Frustrated

Language barriers can also have a negative impact on staff morale and retention. In an industry where customer service is key, it can be frustrating for employees to not be able to effectively communicate with guests or colleagues. Even worse, this can prevent staff from earning well-deserved promotions, creating feelings of inadequacy, job dissatisfaction, and ultimately high turnover rates. High turnover rates, already too common within the hospitality industry, can be combated by making sure staff are equipped to communicate with one another regardless of their preferred language.

Providing employees with translation tools that drive conversations across languages can help alleviate these issues and improve staff happiness and retention. Alternatively, communication solutions with built-in translation help staff with language barriers while minimizing overall tech stack. Relay, for example, has two language translation functions to help improve communication in various circumstances.

4. Safety and Emergency Preparedness is Compromised 

In the hotel industry, ensuring guest and staff safety is a top priority. However, language barriers can make it more challenging to effectively communicate important information and instructions during crisis situations, such as medical emergencies or severe weather. In the event one occurs, clear communication delivered quickly, in a way staff are able to understand, is crucial to ensure proper protocols are followed and everyone is kept safe. Without it, there could be confusion and delayed response times. This not only puts people’s safety at risk, but also creates liability concerns for the hotel.

Learn more about Relay’s panic and emergency response features here.

Overcoming Language Barriers with Relay

Recognizing these signs is essential for hotel management to address language barriers effectively. By investing in language training programs, implementing multilingual communication tools, and fostering a culture of diversity and inclusion, hotels can mitigate the negative impact of language barriers and optimize their operational performance for the benefit of both staff and guests. Many hotels are turning to modern, more convenient communication tools such as Relay. Relay’s new TeamTranslate™ enhancement uses real-time speech-to-speech translation capabilities, translating messages on the spot, across channels. This product upgrade allows you to set up to 31 different languages for a device.

The post 4 Signs Language Barriers Are Impacting Hotel Operations appeared first on Relay.

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At the heart of a great hotel stay is personalized service that meets and exceeds the expectations of hotel guests. In the hospitality industry, one of the best ways to achieve a high-level of guest satisfaction is with clear, helpful, streamlined communication between guests and staff, and between each department in a hotel.

For hoteliers, excelling at communication can be the difference between a loyal, repeat guest, losing a guest, or the worst case scenario: a negative review. 33% of Americans would consider switching companies if they have even one bad customer service interaction, and now is not the time to lose guests. ​

As hotels struggle with fluctuating occupancy due to the impact of COVID-19 on travel, good communication is essential for hoteliers.

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Here are four ways hotels can leverage streamlined communication to improve guest satisfaction:

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1. Reduce response time for guest requests: 

One of the best ways for hotels to exceed guest expectations is by fulfilling requests not only in a timely manner, but faster than guests expect. This can be achieved only if guests can easily make requests, and employees have a streamlined communication system to assist them in carrying it out.

A request for extra towels isn’t hard to fulfill (in principle), but these requests often meet roadblocks when hotel employees don’t have the proper processes in place to document requests or the proper technology to communicate with each other. Additionally, when requests are sent to the wrong department, a long game of telephone begins in which departments pass the task along, without taking action.

A process which leverages hotel technology enables guests to make requests through an in-room voice-controlled device or mobile app. This request directly enters an operations system where a staff member could accept and acknowledge the request, from wherever they are on the property, and route it to the right employee with the click of a button.

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2. Connect directly with guests: 

With the help of guest messaging software, hotels can communicate with guests before, during and after their stay. Texting is no longer reserved for friends and family — it can, and should, be leveraged by businesses as well.

“According to Twillio, 89% of consumers prefer to use messaging to communicate with businesses.”

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Leverage guest messaging software to:

• Communicate any COVID related efforts or procedures to guests: Build trust with your guests by communicating with them. Let them know exactly how your hotel is responding. Everyone has a different comfort level when it comes to COVID-19. Give your guests links to your website detailing your efforts. Let your guests decide for themselves if they feel comfortable.
• Drive secondary spend by encouraging guests to pre-book services or upgrade their reservation: Before guests arrive, send them links to your restaurant’s website encouraging them to book a reservation.
• After guests depart, encourage them to complete a post stay survey or leave a review of their stay by sending them a link to an online hotel review site.

Whether it is automated messaging, or personal conversations with staff via text, guest satisfaction is increased with personalized service.

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3. Improve cross-departmental communication

Many companies suffer from poor internal communication, and it can affect the guest experience. Streamlined and effective communication within and between departments helps break down archaic and siloed communication systems in hotels. Improved cross-departmental communication provides an opportunity for personalization.

When departments communicate and talk to each other, housekeeping knows immediately about any guest requests that were made directly to the concierge. Front desk agents know that guests are celebrating a special occasion, and spa attendants know that guests won’t make their reservation if they can see that they haven’t checked-in yet.

​Improve communication between departments by:

• Providing staff with the tools they need: Relay’s mobile push-to-talk devices seamlessly connect employees who are on the go. Employees can communicate with each other on the cloud-based platform, accessible from anywhere on a hotel’s property.
• Leveraging user-friendly operations software: ALICE’s housekeeping software is icon-based, making it easy for multilingual teams to communicate.

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4. Set guest expectations

Transparent communication builds trust, and it is essential for hoteliers to be upfront and proactive in communicating with guests. If your breakfast buffet is temporarily closed, or has been replaced with grab and go items, let your guests know in advance so they can plan accordingly.

Good communication helps guests set their expectations, and ALICE Guest Messaging helps do that. Many hotels have temporarily closed some of their amenities (pools, spas, fitness centers, etc.) in an effort to stop the spread of COVID-19. While this in and of itself may not be a reason for a poor review, if guests aren’t notified at the time of booking, or with enough time that they can adjust their plans accordingly, this could be a major disappointment.

Be transparent with your guests by:

• Making sure all of your staff are informed and on the same page: Operations software or communication devices that enable departments to talk to each other ensures that teams are on the same page, with access to all of the same information.
• Using broadcast messaging to contact all of your hotel’s guests at once with notifications or updates: Connect with every guest at your hotel by sending them a message with the click of a button. Provide updates or extend offers to every guest on your property.

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ALICE is the all-in-one solution that enables hotel staff to do the most impactful work without all the guesses. Task management, real-time communication and operational analytics reduce the complexity and chaos of hotel operations providing the transparency and flexibility needed to run efficiently.

Interested in learning more about how ALICE can help your hotel streamline communication and improve customer satisfaction? Schedule a demo of ALICE today!

The post 4 Ways To Improve Hotel Guest Satisfaction With Streamlined Communication appeared first on Relay.

In our modern society, teaching and educating is more challenging than ever. Buildings and campuses sprawl out over vast square footage, separating staff and students. Using communication devices like Relay can help educators get in touch with each other quickly.​

Here are five of the best ways educators can benefit from Relay devices.

1. Special Event Coordination:

Schools host and coordinate events, and it can be difficult for staff to contact each other. When you’re holding a dance, for example, there may be multiple chaperones at the front entrance, numerous others within the dance area monitoring students, and others in various areas of the premises.

Relay devices are useful for an activity like this because teachers, administrators, and other adults in charge can maintain constant contact and promptly alert each other in case of problems.

You never know what may happen at a school dance. Educators must be on the lookout for dangerous activity, unauthorized visitors, illegal substance use, and more. It’s essential to reach one another fast to keep students safe.

Sporting events are another example of when communication among authorities helps keep students safe. Tensions run high at a school basketball game, so admissions people, concessions staff, and others need to be in touch with administrators. You may even need to watch out for fights among students, parents, or coaches.

Rather than pulling out your cell phone and trying to choose the correct person to call or text, you can use your Relay device to contact an entire group or quickly contact the primary person in charge.

These events can also be tricky because personnel can be significantly spread across multiple buildings or even outdoors. Relay has a wide range of services, and you don’t have to worry about going “out of range.”

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2. Reporting Major Discipline Problems:

Unfortunately, in all types of schools, you will encounter disciplinary issues and safety issues. Students don’t always follow the rules. As an educator, your safety depends on your ability to respond to potentially risky situations quickly. While security measures have increased dramatically in schools since the 1999 Columbine shooting, they’re not perfect.

If a student picks a fight with another student in your classroom, you need to call for backup. Yes, it’s nice if you can trust the teacher next door and simply yell for that person’s help, but it’s best if you can reach someone with authority immediately.

It can be awkward to use the phone in your classroom to call an office for help with disciplinary problems or an intruder in the building. After all, if a situation is heated, announcing it to the whole class may not be the best solution. Using a Relay device gives teachers and other school faculty and staff an easy way to get in touch with a principal, dean, or school police officer right away.

“Team communication and group channels enable educators to connect to the right people at the right time. Instead of disrupting an entire building of students and staff by going on a loudspeaker, leaders can relay messages instantaneously across secure channels.”

3. Handling Medical Emergencies:

Sometimes the unexpected comes in the form of medical emergencies in the classroom, hallway, cafeteria, or gym. All schools contain many opportunities for kids to get sick or injured. Educators must be prepared for those situations.

A trustworthy communication device gives peace of mind that you can radio for help as quickly as possible. Relay devices can call 911 for severe circumstances.

Teachers and other school staff are trained in basic emergency care such as CPR and injections for allergic reactions. However, in a true medical emergency, educators need to reach the school nurse immediately.

Relay devices are lightweight and easy to carry on your person, so you’re unlikely to ever be without it. Use yours to quickly reach medical assistance for a child with a seizure, severe allergic reaction, or any other sudden emergency. Time is one of the critical factors in ensuring a medical episode doesn’t turn tragic for students and their families.

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4. In Case of Power Outages:

Not every teacher, educational secretary, or staff person has a cell phone at all times. When the power goes out in your school, Relay provides an additional layer of security. You know that even if your computers are down and your phones are off, you’ll still be able to contact each other. Plus, Relay devices are GPS-equipped, so you won’t have to worry about losing them.

Another great thing about Relay devices is their Wi-Fi connectivity. If you’re reliant on cell phones for staff communication, you’ll run into issues with dead zones both inside and outside of buildings. If the power goes out and you’re in a part of the school where your cell phone is useless, you’re in trouble, but a Relay device can keep you connected.

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5. For Staff Communication Among Various Groups:

If you’ve worked in education for more than a day, you know every educator is a part of many different groups and teams across the school system. A teacher may also be a mentor, club supervisor, coach, and serve on teams for curriculum design, student assessment, and more. Relay makes it easy to connect each of your various teams across unique channels.

If you’re a team leader for your department, you can easily set up your group or channel online. There are flexible communication options to send messages directly to a specific team member or the entire group at once. It all depends on what you need.

Team communication and group channels enable educators to connect to the right people at the right time. Instead of disrupting an entire building of students and staff by going on a loudspeaker, leaders can relay messages instantaneously across secure channels.

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Educators Can Stay Connected with Relay

As an educator, you know it’s essential to be available to others within your building and even your district. Relay helps make that possible — and easy. Try our flexible and top-of-the-line communications devices to bring your teams greater peace of mind today.

The post 5 Ways Educators Can Benefit From Relay Devices appeared first on Relay.

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For all intents and purposes, modern walkies aren’t all that different from their clunky unreliable ancestors. They’re big, bulky, have limited range, pick up interference, break easily and are very, very expensive. And while most of us are familiar with Midland or Motorola, nobody has ever said “I love my walkie talkie.” And yet many people in various industries continue to rely on them.

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“Handheld radios have been a mainstay in many departments at POLYWOOD over the years,” shared Owen Sassaman, Director of IT for the outdoor furniture brand. Sassaman explained “The instant ability to communicate has been essential to our organization’s agility. But that doesn’t mean they’ve been without their problems, especially in light of the capabilities of more modern solutions.” Sassaman explained some other issues as well “As our organization continues to grow, the cost to scale the radio system has been high, and the TCO (total cost of ownership) of the endpoints has equally increased. Additionally, there is often a communication gap that exists between teams where cost justification for radio assignment exists, and where it doesn’t.”

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Some businesses don’t realize that there is a communication gap at all. If you’re wondering if your own business needs to reconfigure its remote communication methods, read on for the 5 signs you need to ditch old-school walkie talkies for once and for all.

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1.   You need privacy: Even the most sophisticated two-way radios typically have only a set number of channels that everyone can access. More than that, you can’t curate groups or prioritize conversations, and you know what happens next- channels get clogged with all the unnecessary chatter. And if you need to discuss sensitive issues or hope for a private conversation, that’s pretty much out of the question as well. After all, if you tell someone on the main channel to meet you on a different channel for a private conversation, everyone else can listen in as well.

Relay provides a walkie talkie alternative that allows you to create customized groups, as well as private one-on-one conversations. You can easily limit access to some while granting it to others.

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2.   Size matters: Let’s face it, with everyone carrying around multiple communication devices the last thing you want from a long-range walkie talkie is added bulk or weight. At Relay, we hear many embarrassing stories of radios so bulky that they tear people’s pockets or create odd bulges in unwelcome spots. More than that, if you’re on staff at an upscale location that may include the hospitality or service industries or even a posh golf course, presentation is everything. Who wants to be the person clutching or wearing a radio that looks as big as a retro suitcase? Relay is small, light, sleek and easy to wear. More than that, it adds an air of authority instead of detracting from your overall look.

“The cost of one cell phone is ten Relay devices, the savings are huge.”

Francisco Volquez, Director of Food & Nutrition for Sodexo

3. You’re spending way too much money on communication devices: There’s no reason to beat around the bush, walkie talkies are expensive. Top models from brands like Nextel can cost anywhere between $800.00 to $1,000.00. And let’s face it, buying walkie talkies can be a huge investment without much of a payoff in terms of features or reach, that’s where Relay comes in. Sodexo food and facilities management service centers across New Jersey. The connect distanced workers to a central call center serving patients placing meal orders. Francisco Volquez, Director of Food & Nutrition for Sodexo said “We had three phones that the dietitians were using, and we were paying around $1,600.00 a year for each of those devices. The cost of one cell phone is ten Relay devices, the savings are huge.” More than that, there’s an immediacy to the communication so patients never miss out on a meal and the facilities can easily share supplies.

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4.   Sometimes you just want to talk to someone on a cell phone: Even in active work environments where most staffers communicate through walkie talkie, there are always times when only a phone conversation will do. And instead of lugging around another piece of equipment, Relay combines the best of walkie talkie technology with the ease of a cellular network. Relay also has an app and a web dashboard, so you can communicate directly from device to phone, device to computer or any way you prefer. We created a communication system and not just device to device communication. And Relay is highly flexible and grows to support the nature of your specific operation structure.

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5.   You need access to information: While desk workers have access to the internet 24/7, people in less sedentary careers don’t quite have that luxury of information on demand. From organizing schedules on a property, to planning emergency strategies, there are countless times during the day when you and your team will need instant access to shared information. Michelle La Sala, President of Blistering Pace Race Management explained that when managing a race “There are so many things going on all at the same time. People are at the start, the finish, out setting up the course, dropping aid station supplies on course, etc.” And while this is all going on, La Sala said, “All areas have to be functioning on an appropriately timeline when we officially start the race, so walkie talkies are critical for the success of the event.” She also sets up a command center where the “race director, course director, a medical representative, park ranger, police, and a communications coordinator all operate together so we can all hear the communications coming into the walkie talkies and it doesn’t just fall on one person to handle everything.”

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When your work environment has that many moving pieces, you want to ensure that communication is seamless. Relay is software-powered and has access to the cloud. Relay is also a voice activated, smart device which connects workers who were previously left stranded by their outdated technology.

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Whatever your reason for moving behind traditional walkie talkies, Relay has a highly customizable option for your and your team. And we’ll keep growing with you.

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