Whether you’re running an Airbnb listing, a boutique hotel or a luxury resort, chances are you’re using multiple channels and tools to operate your property. At any given time, an employee in your team likely has to juggle between the hotel pms for operations, paper-on-clipboards for reports, in-person training sessions, break room notice boards for announcements and more.
This poses several problems in the workplace that directly impact your guests. For instance, research shows that the inability to link multiple technologies accounts for 40% of why your guests don’t receive a personalised hotel experience. It also means that information doesn’t flow in real-time, which is a huge problem considering the research that guests are 40% more likely to share a positive review when a problem they report is fixed quickly. You’re also likely to see guest experience hurt from lower engagement from your staff, since the high number of tools in place boosts the likelihood of them missing crucial information due to lack of alignment.
How can we fix this problem to ensure that your workplace tools are both customer-centric and also employee friendly? The solution may be simpler and more accessible than you think: smartphones!
From a big picture perspective, the fact that research shows 94% of non-desk workers have a smartphone, and 70% of them keep it within “eye contact” at all times, shows the high potential of this device. You’ll get rid of two common barriers, adoption rate and familiarity, instantly as it’s a tool that everyone already has and undoubtedly checks on a regular basis throughout the day.
That’s where Eko comes in. Eko is the all-in-one platform that centralises everything your employees need onto their smartphone. It comes with an array of features, including PMS-integration, communication features, task delegation tools, knowledge hubs, commendation stickers and more, which all come together to enable effective training, boost engagement and streamline task delegation. With such a solution, you’ll be able to manage both operations and people in your property in real-time while ensuring transparency and engagement in your workforce.
What does this mean for your property? By introducing a solution like Eko, you’ll engage your teams and boost retention. With the hospitality industry seeing a 30% annual turnover rate (as compared to the 10-15% for other industries), this brings significant results for both cost saving and revenue growth. On top of that, digitising your workplace with the right technology means you’ll undoubtedly attract and retain more millennials — 93% of whom consider up-to-date technology an important factor when choosing a workplace. Considering the huge number of millennials in the hospitality industry (research shows it’s up to 49.9%), this could be a gamechanger for your recruitment. Most importantly, all of this results in better guest experiences for your customers. With engaged employees, you’ll see a boost in guest ratings, brand loyalty and ultimately greater profits for your business. Better yet – it creates a cycle. When guests receive good service, they also compliment staff regularly, which motivates your staff even further.