{"id":4483,"date":"2022-09-28T18:02:46","date_gmt":"2022-09-28T22:02:46","guid":{"rendered":"https:\/\/lgcassocprod.wpengine.com\/?p=4483"},"modified":"2024-03-01T14:20:53","modified_gmt":"2024-03-01T19:20:53","slug":"leveraging-hospitality-technology","status":"publish","type":"post","link":"https:\/\/lgcassociates.com\/es\/leveraging-hospitality-technology\/","title":{"rendered":"Leveraging Hospitality Technology While Maintaining Great Customer Service"},"content":{"rendered":"<p><span data-contrast=\"auto\">Every week we comb through the news to find employment trends affecting the hospitality industry so you don\u2019t have to. This week\u2019s Hospitality in the News topic: how to maintain great customer service while leveraging hospitality technology.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><!--more--><\/p>\n<p><span data-contrast=\"auto\">As consumers&#8217; needs evolve, hospitality technology has become more prevalent to better enhance the guest experience and improve standard operating procedures. Restaurants ranging from fine dining to fast food have begun utilizing various tech platforms \u2013 some even going as far as entering the metaverse. (The metaverse refers to virtual reality with a focus on social connection.)\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">You can also expect to see hotels leveraging hospitality technology to simplify some of their processes \u2013 but we anticipate it to be less frequent than a restaurant would so the guest experience doesn\u2019t change too much.\u00a0Somewhere you can definitely expect to see hospitality tech updates are at stadiums and concession stands. When attending a major sporting event, it\u2019s likely that you\u2019ll be going cashless and more businesses have <\/span><a href=\"https:\/\/lgcassociates.com\/benefits-to-going-cashless\/\"><span data-contrast=\"none\">begun<\/span><\/a><span data-contrast=\"auto\"> following suit.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">For years, the concern surrounding the rise of artificial intelligence in restaurants was that it would take the place of crucial roles in the hospitality industry. But considering that there are still over one million open jobs in leisure and hospitality (according to the <\/span><a href=\"https:\/\/www.bls.gov\/news.release\/jolts.t01.htm\"><span data-contrast=\"none\">Bureau of Labor Statistics<\/span><\/a><span data-contrast=\"auto\">), it only makes sense that some of these jobs would be outsourced to technology.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The following are some of the processes that are more commonly delegated to hospitality technology platforms:\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Making reservations<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Food ordering<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Bill payment<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:720,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259,&quot;335559991&quot;:360}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">Food + beverage menus<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:720,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259,&quot;335559991&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Now that <\/span><a href=\"https:\/\/www.nrn.com\/technology\/how-tech-improving-customer-experience?NL=NRN-02_&amp;Issue=NRN-02__20220923_NRN-02__141&amp;sfvc4enews=42&amp;cl=article_1_4&amp;utm_rid=CPG06000019391345&amp;utm_campaign=52735&amp;utm_medium=email&amp;elq2=f4c1e8b54d83413cae8e6da305d5a771&amp;sp_eh=c76cd49813f28c82f37cde611e13b0802e9ced078ff6ac023ecbabaa2300cfc5\"><span data-contrast=\"none\">most<\/span><\/a><span data-contrast=\"auto\"> people (80%) are back to being comfortable dining in a restaurant, we better understand just how important the overall guest experience is. From online delivery to take out to on-site dining, consumers want an experience that will keep them coming back for more. But with the rise of hospitality technology, more human jobs are being replaced \u2013 so how can you ensure guests are having the right experience?<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h5><b><span data-contrast=\"auto\">How to Maintain Great Customer Service While Leveraging Hospitality Technology<\/span><\/b><span data-contrast=\"auto\">\u00a0\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h5>\n<p><span data-contrast=\"auto\">Before learning how to maintain great customer service, it\u2019s crucial to identify what positions or responsibilities are being delegated to the tech. Then decide how the consumer will be impacted by that change. For example, if your restaurant has a self-order kiosk, guests are less likely to ask questions about menu items, upsell based on recommendations, etc. This impacts both the restaurant and the customer.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Another example are QR codes and contactless payments. An advancement that simplifies routine processes like menu ordering and pay \u2013 but removes the element of human touch. And if consumers are choosing to dine out, fully digitalizing the process may be a turn off. (Otherwise they could opt for delivery or take out.)\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Now that we understand practical examples of how hospitality tech may impact the guest experience, we can discuss how to maintain great customer service:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h5><b><span data-contrast=\"auto\">Hire for soft skills<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h5>\n<p><span data-contrast=\"auto\">Since some responsibilities will be removed from your employees, technical experience may not be a requirement for some positions. If you have a platform that manages reservations and seating, hosts may not need to have previous restaurant or hotel experience. Rather, it\u2019s more important for them to communicate well, be friendly and personable, and other relevant soft skills that make them the right person to greet incoming guests.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Similar for servers. QR codes and contactless payments mean more efficient processes, but it also means less opportunities for guests to connect with the staff. Building that connection is vital to creating a memorable experience. That&#8217;s why prioritizing the necessary soft skills can be the difference between an average experience and a great one.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h5><b><span data-contrast=\"auto\">Prioritize table touches<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h5>\n<p><span data-contrast=\"auto\">If you\u2019re not familiar, a table touch is when management visits and checks on tables throughout their time in the restaurant. Often this is to check on the service, their food and drinks, and to make sure the overall experience is going well. Table touches aren\u2019t always a priority, especially if it\u2019s busy. But because guests may already be missing out on staff interactions, conducting table touches is an effective way to show you\u2019re invested in the guests&#8217; experience.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Consider pairing table touches with another action that will engage guests. Talk about new menu items, upcoming initiatives, or events they can attend.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h5><b><span data-contrast=\"auto\">Discuss the positive impacts of the tech<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h5>\n<p><span data-contrast=\"auto\">Though you may not go as far as entering the metaverse or deploying robot line cooks, explaining the purpose of the technology is a good way to notify guests of the changes, how they may impact their experience, and why they took place. This will open a line of communication which is never a bad thing. Plus, asking for feedback will make guests feel like their opinion matters \u2013 which it should.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h5><b><span data-contrast=\"auto\">Remember the little things<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h5>\n<p><span data-contrast=\"auto\">It\u2019s the smallest act that can have the biggest impact (and comes with no additional cost). Smiling at guests when they arrive, saying goodbye, asking how their days are, complimenting them, making polite conversation \u2013\u2013 these are all ways to show you appreciate them choosing your establishment to visit.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The rise of hospitality technology shouldn\u2019t be looked at as a threat to restaurant employees. There will <\/span><a href=\"https:\/\/lgcassociates.com\/alexis-ohanian-on-restaurant-euphoria\/\"><span data-contrast=\"none\">always<\/span><\/a><span data-contrast=\"auto\"> be people who venture out to eat for the experience, the ambiance, and the chance to get out of the house. Rather than view it as a threat, reframe your thinking to see it as an advantage; now you have more time to spend on improving the guest experience. Use these tips to help you get started and don\u2019t be afraid to be creative.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Every week we comb through the news to find employment  [&#8230;]<\/p>\n","protected":false},"author":67,"featured_media":312728,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[106],"tags":[406,536,534],"class_list":["post-4483","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","tag-hospitality-in-the-news","tag-hospitality-technology","tag-how-to"],"yoast_head":"<!-- This site is optimized with the 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