Maximizing Customer Satisfaction: A.I., Robots and Internet-of-Things

Leveraging Hospitality Technology to Address Customer Complaints and Increase Revenue

Leveraging Hospitality Technology to Address Customer Complaints and Increase Revenue
Article by
Bram Haenraets
Article update
November 8, 2023
Table of Contents

In today's digital age, guests have high expectations and easy access to share their opinions through various platforms. As a result, it is crucial for hotels and restaurants to meet and exceed those expectations to maintain a good reputation and attract new customers. In this article, we will discuss how to maximize customer satisfaction for the hospitality industry (i.e. guest satisfaction) by leveraging real-time solutions and AI predictive analytics. We will explore the importance of addressing customer complaints in real-time and how AI tools can help anticipate and prevent issues before they occur, ultimately leading to increased revenue and success for the establishment.

Key Considerations for Choosing the Right Technology

Choosing the right technology to improve the guest experience can be a challenging task for a restaurant, but it is essential for staying competitive and attracting customers in today's digital age. In this article, we will discuss some key considerations for a restaurant when selecting technology to improve the guest experience, as well as the importance of fixing unsatisfactory situations by staff in real-time during the guest visit.

  1. Determine Your Goals: Before selecting any technology, it is important for a restaurant to clearly define its goals for improving the guest experience. Are you looking to improve wait times, increase online orders, or enhance the overall dining experience? Having a clear understanding of your goals will help you to select the most appropriate technology for your needs.
  2. Consider Your Budget: Technology can be expensive, and it is important for a restaurant to consider its budget when selecting technology. It is important to find a balance between cost and value, and to select technology that will provide the most significant return on investment. Restaurants should consider how the technology will help them to increase revenue and improve the guest experience.
  3. Evaluate Your Current Systems: Before investing in new technology, it is important for a restaurant to evaluate its current systems. Are they still functional? Are they still meeting the needs of the restaurant? Are they compatible with the new technology? By evaluating current systems, restaurants can identify areas where new technology can be integrated and used to improve the guest experience.
  4. Look for Scalability: As a restaurant grows, its technology needs will also grow. Restaurants should select technology that can scale with their business, to ensure that it will continue to meet their needs as they expand.
  5. Research Different Options: Restaurants should research different technology options and evaluate their features, benefits, and costs. They should also look for customer reviews and testimonials to gain insight into the experiences of other restaurants that have implemented the technology.
  6. Test the Technology: Before investing in new technology, it is important for a restaurant to test it to ensure that it meets their needs and provides the desired results. Restaurants can test the technology on a small scale, such as in one location or with a small group of customers, to evaluate its effectiveness.
  7. Training and Support: A restaurant should also consider the training and support that will be provided with the technology. It is important to ensure that staff members are trained on how to use the technology, so that it can be used effectively to improve the guest experience.
  8. Integration: The technology should be able to integrate with other systems already in use in the restaurant, like point of sale, inventory, and accounting systems. This will allow for streamlined operations and better data collection and analysis.

Internet-of-Things

The Internet of Things (IoT) technology is revolutionizing the hospitality industry by connecting various devices and systems to the internet, allowing them to collect and exchange data. In the hotel industry, IoT technology can be used to create a more efficient and personalized experience for guests, while also helping hotel staff to be more productive and efficient.

For example, IoT technology can be used to create smart rooms that can automatically adjust the temperature, lighting, and entertainment systems based on the preferences of guests. Hotels can also use IoT devices to track room service requests, housekeeping requests, and maintenance issues, making it easier for staff to respond to guest needs in real-time. Additionally, IoT technology can be used to enhance the guest experience by providing information on local attractions and dining options, as well as offering customized recommendations based on the guests' interests and preferences.

Moreover, IoT can help hotels optimize energy usage, reducing their environmental impact and costs. For instance, smart lighting systems can adjust the brightness and temperature of rooms based on the time of day and the presence of guests, reducing energy waste.

The use of sensors is relatively new in hospitality, an example is the use of motion sensors that Viqal uses at restaurant tables to keep track ofoccupancy. This information can then be used to optimize the seating arrangement and ensure that guests have an enjoyable dining experience. also uses acoustic sensors to measure and analyze guest emotions during their visit to a hotel or restaurant. These sensors use advanced technologies such as acoustic feature analysis to register emotional states of guests. This information can be used to identify areas where the hotel or restaurant can improve and enhance the guest experience, leading to increased customer satisfaction and repeat business. Take a look on Viqal's website if you'd like to know more.

Virtual and Augmented Reality (VR/AR)

Virtual and Augmented Reality (VR/AR) are technologies that are increasingly being used in the hospitality industry to enhance the guest experience.

Virtual Reality (VR) provides an immersive experience by creating a computer-generated environment that can be explored and interacted with in a seemingly real and physical way. In the hospitality industry, VR can be used to provide virtual tours of the hotel, its rooms, and its amenities, allowing guests to experience the hotel before they even arrive. VR can also be used to provide an enhanced entertainment experience in the hotel, such as virtual gaming or movie viewing.

Augmented Reality (AR) enhances the real world with virtual elements, such as graphics, videos, or animations, overlaid on the user's view of the real world. In the hospitality industry, AR can be used to provide guests with interactive maps, menus, and other information, as well as an enhanced entertainment experience, such as AR games or virtual tours of the local area.

Overall, VR and AR technologies can provide a more personalized, engaging, and interactive experience for guests, helping to drive repeat business and increase customer satisfaction.

Chatbots

Chatbots have become increasingly popular in the hospitality industry, as they provide a convenient and efficient way for guests to interact with hotels. Chatbots can assist guests with tasks such as making reservations, answering questions about the hotel, and providing recommendations. They can also be integrated into messaging platforms, such as Facebook Messenger and WhatsApp, making it even easier for guests to access information and services.

ChatGPT, which is a large language model developed by OpenAI, can play a significant role in enhancing the capabilities of chatbots in the hospitality industry. ChatGPT can be used to create sophisticated conversational AI systems that can understand natural language inputs from guests, and provide personalized and accurate responses. With its vast knowledge base, ChatGPT can help chatbots answer complex questions and provide more detailed information about hotels, services, and local attractions. By integrating ChatGPT into chatbots, hotels can provide guests with a more intuitive and conversational experience, which can increase guest satisfaction and drive repeat business.

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Robotic Process Automation (RPA)

Robotic Process Automation (RPA) is a technology that allows the automation of repetitive and routine tasks through the use of software robots. In the hospitality industry, RPA can play a significant role in streamlining various processes and improving efficiency. Some of the areas where RPA can be effectively utilized include front desk operations, housekeeping, and customer service. For example, RPA can be used to automate the check-in and check-out process, reducing the need for manual intervention and improving the speed and accuracy of these processes. Additionally, RPA can be used to automate tasks such as room service ordering and billing, freeing up staff to focus on other areas and improving the guest experience. With RPA, hotels can provide a more efficient and streamlined service, ultimately driving guest satisfaction and repeat business.

Wearables

Wearables are another technology that is revolutionizing the hospitality industry. These devices can be worn by staff or guests and can be used to perform various tasks, such as ordering room service, accessing hotel amenities, and providing real-time information and updates.

For hotel staff, wearables can be used to streamline their work processes, allowing them to provide a more efficient and personalized experience for guests. For example, wearables can be used to track guest requests and provide staff with real-time information about guests' needs, allowing them to respond quickly and provide the best possible service.

For guests, wearables can enhance the overall experience of staying at a hotel by providing them with easy access to information and services. This can range from simple tasks like ordering room service or requesting housekeeping, to more complex activities like booking activities or accessing virtual concierge services.

Wearables are also useful for gathering data and providing insights into guests' experiences, which can help hotels to continually improve their offerings and provide a better guest experience. This is particularly important in a post-COVID world, where cleanliness, safety, and efficient service are top priorities for guests. By incorporating wearable technology into their operations, hotels can provide a more efficient, personalized, and enjoyable experience for guests, which can increase customer satisfaction and drive repeat business.

Read our blog article diving deeper in the opportunities and challenges of wearables in the hospitality industry

Discover Viqal's innovative smart task allocation wearable technology in the hospitality industry, focusing on guest satisfaction, AI, and smartwatch task allocation.
Viqal's staff app on a smartwatch

Activate staff in real-time

One key way to improve guest satisfaction and address complaints is by fixing unsatisfactory situations in real-time during the guest's visit. This is crucial as it allows the establishment to address the issue before it escalates and the guest leaves unhappy. One tool that can help with this is the use of wristbands or smart watches for hotel and restaurant staff to receive real-time alerts. This allows staff to quickly address the issue and provide a solution before the guest becomes more dissatisfied. Additionally, the use of wristbands or smart watches can also improve the speed and efficiency of resolving complaints. With wristbands or smart watches, staff can receive alerts instantly and respond to them immediately. This can help to minimize the disruption to the guest's experience and ensure that complaints are resolved quickly.

Another benefit of using wristbands or smart watches for staff is that they can also be used to send alerts to the appropriate department or staff member. For example, if a guest complains about a broken shower in their room, the alert can be sent directly to the maintenance department, rather than having to be relayed through several different staff members. This can greatly improve the speed and efficiency of resolving complaints.

Additionally, using smart watches or wristbands for staff can also improve communication between staff members. With instant notifications, staff can quickly respond to customer complaints or requests, without having to wait for a manager or supervisor to become available. This can greatly improve the speed of service and customer satisfaction.

Of course, it is important to note that the use of wristbands or smart watches alone will not solve all guest satisfaction issues. It is essential that hotels and restaurants train their staff on how to handle complaints and provide excellent customer service. Additionally, it is important to have a system in place for tracking and addressing complaints, so that they can be resolved quickly and efficiently. Try Viqal's staff app to be used on any Android or iOs device (e.g. smartwatch, smartphone, tablet, etc).

Predict your guests' needs with A.I.

Another way to improve guest satisfaction and prevent complaints is by using AI tools that do predictive analytics. These tools use data and machine learning algorithms to identify patterns and anticipate issues before they occur. For example, a hotel might use predictive analytics to identify which rooms are most likely to have maintenance issues, and schedule preventative maintenance accordingly. This can help to improve guest satisfaction by preventing issues from occurring in the first place. Additionally, predictive analytics can be used to identify patterns in customer complaints, which can help hotel and restaurant staff to anticipate and prevent similar issues from occurring in the future.

AI tools can also be used to improve guest satisfaction by personalizing the guest experience. For example, a hotel might use AI to recommend activities or amenities to guests based on their interests and preferences. This can help to improve guest satisfaction by providing a more personalized experience, which can lead to increased guest loyalty and repeat business.

Moreover, AI can also help hotels and restaurants to optimize staffing levels, by analyzing data on customer traffic and demand, which can help to ensure that staff are available to meet the needs of guests at all times. This can help to improve guest satisfaction by reducing wait times and providing efficient service.

In conclusion

Hotels and restaurants need to use the right tools to enhance guest satisfaction and address customer complaints. By fixing unsatisfactory situations in real-time during the guest visit, and using AI tools that do predictive analytics, they can anticipate and prevent issues before they occur, leading to a more positive guest experience. These tools can help to increase guest loyalty and repeat business, which can lead to increased revenue and success for the establishment.

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