How Self-Service Automation Can be the Key to Success

Key Points:

  1. Staffing or a lack, therefore, is a serious issue that makes managers wonder where everybody went to
  2. Kiosks technology helps with operations and customer experience.
  3. Self-service technology does not focus on replacing human effort but complementing it for the best business outcomes.

Host Michelle Mooney spoke with Warren Dehan, President of Maestro PMS, and Tucker Lightsey, VP of Product at American Kiosks, on how self-service automation can be the key to success. They discussed:

  1. A continued staffing shortage post-pandemic
  2. The benefits of Kiosk to businesses
  3. How Kiosks, a self-service automation technology can be implemented

Many industries are experiencing staffing shortages post-pandemic; hospital and hotel businesses were not excluded from this downtrend. According to a survey by the ALHA, 97% of hotels have staffing issues, while 49% have severe staffing issues.

Due to decline in the employment pool, filling vacancies has become challenging. Therefore, there is a need to embrace self-service technology for its automation ability. Managers are turning to self-service tools to ensure customer experience remains positive.

Kiosks is a perfect example of a self-service technology that managers can use for the smooth running of operations. According to Lightsey, “The kiosks’ technology has double benefits- a solution to the staffing issue, it is always available to fill that staffing gap, and adding value customer experience.”

With self-service, customers can do almost anything from their smartphones. Since their data is already in a hotel system during pre-registration, they spend a lesser amount of time interacting with personnel when they arrive at the facility. A long queue at the front desk can negatively affect the customer experience. Therefore, one of the use cases of kiosks is complete automation of the front desk; a self-service solution where there is a virtual concierge doing all the tasks.

Many managers are adopting the self-service automation for several reasons. The first reason is the obvious labor shortage. However, another reason is due to the customer expectations.

“I think this technology allows you to serve all the guests on their terms. If they want to use the technology because it is easier for them or they prefer it; they can. Nevertheless, if they require human interaction, they will also get it. Regardless, the self-service technology reduces the load on the front desk, and the long lines and certainly helps with guest experience,” explained Dehan.

“The kiosks’ technology is not directed towards replacing staff. Instead, it is about complementing such that your productivity is maximized and the customers are happy,” added Lightsey.

The first step to utilizing the self-service technology is to identify the required use case. Afterward, Kiosks can create a customized solution for the business such that managers can achieve their set goals.

“Regardless of how great this automation is, it is still a new technology. Therefore, whether it is implemented in the area of mobile check-in, mobile checkout, or mobile pre-registration, the guests have to be educated so they can effectively utilize it,” noted Dehan.

Follow us on social media for the latest updates in B2B!

Image

Latest

Exceptional Customer Service in Healthcare is the Cornerstone of Building Patient Trust
November 12, 2024

The significance of excellent customer service in every corner and industry cannot be overstated. This notion is especially crucial in healthcare, where patient experiences often influence their recovery and overall well-being. The topic of customer service in the medical field is always a priority in healthcare because providers strive to enhance patient satisfaction and…

Read More
eVTOL certification
Safran’s AI, Telemetry, and Data Precision Pave the Way for eVTOL Certification
November 11, 2024

The electric vertical takeoff and landing (eVTOL) industry is set to transform urban transportation by addressing congestion and promoting sustainable travel options. Experts predict the global eVTOL market will surge to $39 billion by 2033, with a compound annual growth rate (CAGR) of 36.8% over the next decade. This rapid expansion is fueled by…

Read More
A Plan for the Future: A Legacy of Love, Giving from a Grand Dad with Ken Bissell
November 11, 2024

Everyone knows that parenting is not an easy feat, but raising twins takes parenting to another level. Such a journey is one that Ken Bissell had with his wife and now stands to showcase the power of partnership, patience, and resilience in family life. Including his twins, Bissell is a father to a total…

Read More
Fighting for Fair Healthcare Access Means Overcoming Certain Challenges
November 8, 2024

With healthcare costs continuing to climb, and the access to quality care remaining uneven, discussions on healthcare reform are quite an essential topic. Millions of Americans face high out-of-pocket costs and limited access to critical health services. According to a 2022 Gallup poll, nearly 40 percent of Americans have delayed medical care due to…

Read More