Anticipating hotel guests’ needs - Insights
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Anticipating hotel guests’ needs

A good hotel is always a few steps ahead of its guests. Any experienced concierge will tell you that it pays dividends to anticipate guests’ needs before they may even be aware of them.

If a guest is checking in for a one-night stay, make them feel welcome by offering a later checkout time to better suit their schedule. If a family arrives around dinner time, hand them their room keys with a list of restaurant recommendations, and offer to have the concierge call ahead and make reservations if needed. Simple anticipatory actions, like offering an umbrella to guests on the way out of the door when the forecast suggests rain go a long way and help secure lifelong returning customers.

Bella™, The Virtual Hotel Agent™, helps your hotel staff stay firmly ahead of their guests’ wants and needs as the first-ever Artificial Intelligence-powered voice bot designed specifically for the hospitality industry.

Crossing Language Barriers

The hospitality industry is a global industry, and hotel staff likely encounter dozens of languages monthly. While many hotels strive to have bilingual and multilingual workers on staff, it can be difficult to communicate across language barriers for most hotel employees. When your staff doesn’t speak the same language as your guests, it is hard to anticipate their needs.

Bella, the Virtual Agent, helps hotels bridge the language gap. When a guest calls, and Bella answers, she understands no matter what language they speak. Bella has been programmed with a new model of Natural Language Understanding software based on human conversations, resulting in a powerful new way for her to understand what guests are requesting, and for her to provide the correct answer.

Soon Bella will feature API interfaces with common hotel software platforms, and her ability to work in different languages is an added advantage that will help hotels curb their labor costs and address language barriers at the front desk and in the reservation department.

Answering the Top Hospitality FAQs

Bella is specifically programmed to answer the hospitality industry’s top FAQs to help your hotel better meet guests’ needs.

Kimberly Berry Director of Digital Business Development Travel Outlook
Kimberly Berry
Director of Digital Business Development
Travel Outlook

In a recent study, a hotel chain with more than 800 hotels found that 91% of emails/messages have one of the same 18 questions. Another chain with 30 hotels found that 63% of emails/messages have one of the same 8 questions. An additional study found that more than 50% of pre-stay and in-stay requests from online travel agencies such as Expedia go unanswered.

When asked at Hospitality Upgrade’s recent Executive Vendor Summit, Kimberly Berry, Director of Digital Business Development at Travel Outlook said, “Thanks to Bella, hotels can now program her to answer 100 property-specific FAQs.  Bella will help anticipate guests’ needs before they even arrive by answering their most pressing Frequently Asked Questions when they call.”

Beyond Bella’s ability to answer customers’ FAQS, she has an unparalleled ability to communicate naturally and effectively. The team behind Bella used social media, pop culture, and movies to develop Bella’s flawless natural tone. When callers hear Bella’s voice and conversational manner, they’re don’t hear a robotic voice bot, they hear a familiar voice with a conversational tone.

Allowing Staff to Focus on Current Guests

When the phone lines are manned by the hospitality industry’s first, AI-powered virtual agent, hotel staff can shift their attention off the phone lines and to current guests.

Bella answers up to 60% of reservation department calls. Bella taking over the bulk of the work of the reservation department allows properties to refocus their staff around current guests to better anticipate their needs.

Precise Guest Insight™

Bella can also anonymize caller information and collect questions for hotel management, providing a 100% accurate report on why guests are calling.

Precise Guest Insight™ allows hotels to gather valuable data on callers without revealing call identity and use that data to further predict and meet each guests’ needs.

Bella represents the next generation of hospitality-specific tech. Given the high cost of labor, Bella is quickly becoming the most effective solution to consider for your property’s voice channel. Find out how artificial intelligence can improve your hotel’s voice channel. Visit Bella™, The Virtual Hotel Agent™ to learn more.

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A good hotel is always a few steps ahead of its guests. Any experienced concierge will tell you that it pays dividends to anticipate guests' needs before they may even be aware of them. If a guest is checking in for a one-night stay, make them feel welcome by offering a later checkout time to...
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Travel Outlook Premium Hotel Call Center has become the premier voice reservations team in hospitality.

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