Executive Insight Q&A: Effective Communication Delivers an Exceptional Guest Experience

How is technology helping to meet the post-pandemic challenges that hotels face?

There are two major challenges facing the lodging industry. The first is the guest experience — there is a real demand for more automation, self-service, and for a range of alternatives for checking in, checking out, and interacting with staff and housekeeping. That guest expectation has led to some wonderful tech innovations. The second challenge is a significant shift in staffing — the labor shortage, and related challenges in hiring, development, and retention. That challenge is ongoing and there has been no obvious tech solution, but it often comes down to doing more with fewer people on staff. Relay is helping by ensuring that hotels have effective tools for communication and the coordination and streamlining of resources.

Please speak to some of the benefits and challenges of real-time communication.

Hotel operators devote much of their time to responding to guest requests, and they are focused on delivering what is necessary to enhance the guest experience. While there may be some predictability to that process — for example, requests for fresh towels — a great deal of that process is unplanned and reactive. Reliable communication is the most efficient and cost-effective way to respond to guest requests. While two-way radio has been a common solution, it has limitations, such as bulkiness, limited battery life, and a high price for repairs or replacement. Consequently, many operators are unable to provide all staffers with a radio. 

What are some critical considerations for hoteliers seeking to implement a communication tool?

You need a tool that can do everything a radio can do, but eliminate some of the headaches that come with traditional two-way radios. You want something smaller, easier to wear, light, ultra-durable, and waterproof. The Relay device is basically a smartphone on the inside, and works everywhere your phone works. It allows for group communication, unlimited channels, customization of access, and the ability to call direct for a one-to-one conversation — for example, communicating from a Relay device to a smartphone or a desktop computer if desired. The Relay device also serves as a brand-compliant associate-safety device, with a “panic button” capability and Bluetooth beacons for five-meter accuracy. The device can also deliver language translation for both staff and guests — an increasingly efficient way of bridging language barriers among international travelers and a diverse workforce.