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Q:

What are some ways that technology can help to improve guest services in the hospitality industry?
A:
Today’s highly competitive hospitality industry demands that hotels, resorts, casinos and other providers deliver personalized and responsive interactions with demanding guests. To do so, staff and service agents must bring more expertise to interactions and deliver first-call resolution, so that when they hang up the phone, the guest is highly satisfied. All of this is made possible by Intelligent Communications.
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EXTENDED ANSWER:
What are some ways that technology can help to improve guest services in the hospitality industry?
 
Many workers in a hospitality facility are mobile, so tracking locations and staff availability becomes particularly critical. With better and timelier information, hotels can improve efficiency by preparing rooms more quickly and in the optimum order. Maintenance problems can be logged immediately and job dispatch, scheduling and alerting services coordinated for maximum efficiency.

Mobile devices also support the delivery of services. Staff can more efficiently respond to guest requirements by using speech commands to access voice and email messages. Regardless of their location, employees can use any phone to manage messages and perform communication functions, such as conferencing, directory access and calendar management. They also can use their cellular phones to ring simultaneously when their office extensions are dialed, resulting in fewer missed calls and accelerated guest service.

With Intelligent Communications, management can track the location of critical staff throughout a facility, their availability for other tasks, the status of orders – and adjust schedules accordingly.

Learn more about Avaya Intelligent Communications for the Hospitality industry at http://www.avaya.com/gcm/master-usa/en-us/industry/sectors/hospitality/hospitality.htm. Learn more about Avaya Mobility solutions at http://www.avaya-apac.com/mobility.
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