Today’s world of hospitality looks nothing like it did 20, 10 or even 5 years ago. We now live in an era where guests can automatically control in-room and amenity services; where conversations with staff can be initiated anytime, anywhere with just the touch of a finger; where hotels can integrate dynamic new touchpoints that drive more memorable moments.
Hospitality is transforming at an accelerated pace, and it’s largely due to Communications Platform as a Service (CPaaS).
CPaaS—a platform that allows users to embed real-time communications directly into applications using cloud-based tools—has opened the floodgates of opportunity for hoteliers. Executives can innovate the guest experience in profound new ways, identify unique new revenue streams, and reimagine employee engagement through custom, communication-enabled workflows.
So, what exactly does this look like? Well, a lot of things. For example: mobile booking options with the ability to initiate interactions with live service professionals; being able to speed up check-in, check-out and room service with automatic notifications; expediting internal processes with better organizational visibility. And with support for advanced technologies like IoT, AI and VR/AR, the possibilities are practically endless.
So, why does any of this matter? Above all, the guest experience should strike the perfect balance between high-tech and high-touch. The next-gen needs of guests today are driven equally by technology and human interaction. Case in point: 70 percent of guests want to use technology to speed up getting what they want, yet 93 percent believe that despite digital advances in the industry, the value of personal service cannot be replaced.
CPaaS enables hospitality leaders to effortlessly strike this balance, combining the best of both personal service and tech advancement. Check out this recent post to learn more about CPaaS and how to make it work for your company.
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