Conversational AI Improve the Shortage of Manpower for Hospitality
In the post-covid era, consumers have already begun a spending spree on domestic tourism. How can the hotel industry take advantage of this new opportunity, and use smart technology to win the trust and support from customers to fulfill this pent up demand?
As widely reported, many hoteliers chose to close permanently or reduce staff levels due to the negative impact of Covid-19 on the tourism industry. With an increase in vaccination rates and the slowdown of Covid, people are resuming travel for holidays and business trips, and the occupancy rate of many hotels has soared. The sudden emergence of tourist crowds has caught many hoteliers off guard in the deployment of human resources. Due to the difficulties of recruitment, they have encountered a bottleneck of talent shortage. These conditions have affected hotel brand image and put pressure on improvements in service quality, restraining the pace of the hotel industry’s resurgence.
During a guest’s stay in a hotel, from the initial check-in at reception, to housekeeping, and room service, hotel staff need to be on standby to provide a 24-hour service. However because tourism has just re-opened, guests have more issues and questions around virus spread prevention during their stay. Implementing new Covid guidelines has dramatically increased the workload for hotel staff. So how best to efficiently respond to such increased demand and be able to control the details, quality, efficiency of customer service? How best to use a smart system or platform to solve these issues? This is where Aiello assistant comes in.
Aiello Inc. , which has assembled a team of professionals from the likes of Google, Qualcomm, MediaTek, and Amazon, is committed to the conversational intelligence of NLP technology. Aiello technology not only fully receives and understands a customer’s voice instructions at the device, but also automatically converts voice into text and can place orders to the relevant hotel department. The management system supports real-time task dispatch without missing orders, and can automatically translate the voice requests into clear text. In addition any requests from guests in different languages can be converted into the local language, avoiding unnecessary communication obstacles and misunderstandings, and also reducing the number of calls answered by the front desk and housekeeping departments.
The voice requests of hotel guests in the room can also be logged in the back-end platform, creating a valuable data pool. Each hotel may then use this data to better understand the preferences and accommodation problems its customers may experience, and then to improve its service details and make it more customer-oriented. For example if your hotel guest asks for a corkscrew, the hotel can then directly prepare a corkscrew in the room for the guest’s future visits. These details of service can actually reduce a lot of the piecemeal workload for housekeeping and the front desk staff. The time that is freed up can then be used for deeper and more customized interactions and services, and even staff scheduling can also be changed. With greater flexibility, manpower allocations can be adjusted to make for the most efficient arrangement.
In the long term, an understanding of performance is the lifeline of any hotel human resource management. Through the back-end platform supporting systematic, objective and fair recording and management, coupled with reasonable incentive mechanisms, the platform can develop the potential of employees, enhance performance management, and drive the hotel’s development and growth. In addition, a reasonable and fair performance evaluation and salary system, and the establishment of a harmonious labor-management relationship are the basis for a hotel’s stability. Hotel managers can use the back-end platform to eradicate the disadvantages of “multi-level, low efficiency, and weak control” of large hotel groups. Hotel managers should help employees find problems, improve their professional capabilities, optimize work processes and environments, and further empower employee relationships, so that “temporary unstable labor” can be transformed into “long-term stable labor” to enhance the internal cohesion within the company and drive the hotel’s profitability.
Today, the application of artificial intelligence has penetrated all aspects of our lives. Intelligent technology has succeeded in improving user experience and back-end support. Some functional links in the organizational structure have been replaced by more efficient and convenient methods. For some of the most difficult issues around recruitment and better use of hotel manpower, Aiello voice AI assistant provides an innovative solution for the hotel’s staffing requirements and desire to maximize the customer experience.
Written by: Penny Huang, VP of Marketing and Partnership in Aiello