Technology opens up communication. Whether you are a team member talking to your colleagues or a guest contacting a staff member about details of your upcoming stay, technology is the vehicle which facilitates real-time communication.
An integral part of our roadmap has always been to develop a Communications Hub to support both staff and guests. We have experience in the operations world of accommodation and understand the pain of missed or mixed messages, stacked up post-it notes, and an ever-growing email inbox.
Communication in accommodation has always been clunky, complicated and at times, painful. Missed messages have real-live consequences which include decreased guest satisfaction and a stressed team.
We know that as a platform focussed on making both the staff and guest experience better, communication is key. We have focused on how we simplify the communication flow, collate messages in one place, and how we then turn these messages into actionable tasks which move through a simplified process.
With the release of back of house chat in Q3 2022, we are now well on the way towards what we have now coined our Communications Hub.
The omni-channel Communications Hub now includes:
- Live Guest Chat
- Live Back of House Chat
- Canned/ Templated Responses
- Chat Routing
- Topic Routing
- Emails and marketing communication
The hub takes the form of the dynamic answer to the above pain points and we have an exciting roadmap coming up over the next six months.
Back of House Experience
Your team can communicate on the go with Altitude’s Admin App or through Altitude Cloud.
As well as a desktop solution, back of house live chat can be accessed from any mobile device with an internet connection. Messaging, whether direct or through established channels is now instant. No more missed phone calls, texting or searching the property to find your colleagues.
Guest Experience
The Communications Hub now offers operators the ability to set up canned responses for quick replies to frequently asked questions.
Setup routing for keywords and topics to ensure that the right team member or department is notified instantly.
Create email marketing campaigns from Altitude and automate these based on guest status, time frames or general marketing initiatives.
What’s next?
In 2023, we will release our Chatbot – built for self-service properties. This is the next stage in streamlining team communication and increasing guest satisfaction and conversions.
The Communications Hub is available now across Altitude’s Guest Experience Platform. To learn more, get in touch with us below.
