Routier, Inc., a leading provider of AI-enabled hotel operations, marketing and guest engagement solutions, has announced a strategic partnership with Knowcross®, the global leader in providing service quality and optimization solutions for hotels, to provide reopening hotels with advanced tools capable of overcoming a range of service challenges posed by COVID-19. Through the integration of Routier's unified communication's platform, MessageHub™, with KNOW Service, a leading guest request management and maintenance tracking platform, recovering properties enhance their ability to maintain high quality guest-centric experiences that fully comply with cleanliness and social distancing concerns, regardless of reduced labor resources.
With hotels required to implement the "New Normal" standard operating procedures to reduce health risks, while simultaneously struggling with limited staff, the Routier and Knowcross integration provides the vital ability to streamline and automate the guest communication and request process, while minimizing physical contact. Via MessageHub's omni-channel abilities that allow guests to remotely and safely communicate without the need to download an app, requests, queries or complaints can be instantly uploaded into the KNOW Service task management platform. This creates a single, holistic and end-to-end dashboard that allows smaller hotel teams to efficiently monitor all guest interactions, while taking advantage of KNOW Service's ability to direct queries to the appropriate personnel. With the issuing of task alerts by KNOW Service, hoteliers working with a reduced workforce can also prioritize requests to ensure the timely completion of tasks. Together, these advanced features drive efficiency and faster response times, which can prove critical to maintaining guest satisfaction and a hotel's bottom line.
"KNOW Service has consistently empowered hotels to reduce guest service time, increase staff productivity, minimize delays and incorrect deliveries, identify trends, and analyze performances automatically, all of which are especially vital in today's climate," noted Karen O'Neill, President-Americas at Knowcross. "The Routier integration further builds off the current needs of hoteliers in the wake of COVID-19, and we are pleased to provide them with an integrated, automated AI-driven guest-facing solution that, with its contactless, flexible, and scalable abilities, can fully address all guest service expectations."
Using its artificial intelligence-based abilities, MessageHub can further reduce the strain on operations while maintaining guest satisfaction by automatically responding to queries and directing any additional guest follow-up requiring human intervention to the relevant department within KNOW Service. This 24/7 staff agent MessageHub feature can also proactively interact with guests on their communication platform of choice to alert them to services that may be of interest, optimizing personalization and revenue opportunities, while fully digitizing experiences to minimize close contact and make better use of limited resources.
"The collaboration between Routier and Knowcross means that hoteliers can achieve the flexibility they need to steadily bring back employees and restart operations, while avoiding any lapse in guest service quality," said Gal Bareket, CEO at Routier. "The MessageHub and KNOW Service integration also not only acts as a comprehensive solution that fully addresses guest expectations to be able to communicate in a safer manner, it can further form the backbone of a hotel's ability to cater to increasing demands for ever faster, exceptional and personalized experiences."