Hotel Guest Experience Platform: We Cut Response Times at a Resort Hotel by More Than Half
What we found was not a people problem. It was a process problem. Every guest request was being called into reception, written down, and relayed manually to the relevant department. There was no tracking, no confirmation, no visibility into whether a request had been picked up or how long it had been waiting. Requests were getting lost or delayed at every handoff. The average time between a guest making a request and someone acting on it was 22 minutes. Guests were noticing.
