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How
Long is too Long for a Hotel to Respond to Guest Requests?
|
ALICE Consumer
Research Says Guests Expect Staff Responses to
Text Messages
in About 12 Minutes, 26 Minutes for Email
|
New
York, NY – October 2016 / Newsmaker Alert / Guests have a right to
complain if hotel staff does not respond to their text requests in about
12 minutes, to emails in 26 minutes, and via social media in 27 minutes
or less, according to research compiled by hotel service innovator ALICE,
info.aliceapp.com.
|
 ALICE
commissioned the research to help hotels understand how to serve guests
better at a time when text, email and social media are quickly becoming
the communication channels of choice for guests at upscale hotels and resorts.
Excerpted for trend insights at the hotel industry’s Lodging Conference
in Phoenix two weeks ago, (www.thelodgingconference.com),
the results were obtained in an online survey of more than 400 frequent
travelers from across the U.S.
“Forbes
Travel Guide (www.forbestravelguide.com)
and others routinely grade hotels according to their response times picking
up the phone to answer a guest request, so isn’t it time we understand
what online response times should be like as well?,” said Alex Shashou,
Co-founder and President of ALICE. “At a time when preferred modes of communication
have shifted to online channels – and not just among millenials -, hotels
would do well to consider how well their operations teams are receiving
guest requests, processing them, and responding. At the end of the day,
it is the same guest making the same request, just through a different
channel.”
The
survey also found that guests who use mobile devices for other purchases,
are 42.5% more likely to prefer using mobile communications when ordering
food and beverage and prestay services, at hotels.
To
help hoteliers navigate the new world of mobile communications and serve
guests better, ALICE offers a multi-tiered suite of solutions including:
-
ALICE
SUITE – an end-to-end system that allows hotels to run on one platform,
connecting guests with the hotel, and all service departments within the
hotel to one another – fully incorporating all of the individual ALICE
solutions listed below.
-
ALICE
STAFF – a complete, easy to use request management software that connects
front-desk, housekeeping, maintenance and F&B teams in real-time, providing
quick and simple ticket management, monitoring for completion time, and
real-time mobile app for service staff on the move.
-
ALICE
CONCIERGE – a tool to keep the concierge team organized and to connect
the concierge and the guest instantly and seamlessly, providing guests
with instant responses to requests – and saving the concierge time and
effort in meeting those requests.
-
ALICE
GUEST – innovative guest facing Mobile, Web and SMS tools, integrated
to allow a full range of guest communication and functionality, pre-arrival
and on property - including ordering services, real-time chat, and upselling.
ALICE’s
solutions are in place in dozens of distinctive hotels across the U.S.,
and have been recognized for innovation in enabling multiple departments
in a hotel to respond to guests’ requests quickly and easily.
For
more information, visit info.aliceapp.com.
About
ALICE
ALICE,
info.aliceapp.com,
has created the first complete communication, cost savings and revenue
generation operations platform for hotels, which enhances the guest experience
and connects all points within the hotel to simplify guest service –
and make it more cost-effective. ALICE SUITE, which brings together the
ALICE STAFF, ALICE CONCIERGE and ALICE GUEST products into a single platform,
allows hotels to connect guests, staff and hotel operations teams quickly
and easily, via an easy to use and integrate suite of Mobile, Web and SMS
tools.
ALICE
was founded in 2014, and received a $9.5million Series A investment in
2015. It is gaining rapid traction in its mission to help hotel operators
and owners leverage innovative technology to create happier guests, and
more efficient and effective operations teams. Its products are in place
at dozens of branded and boutique hotels across the country.
Media
Contact:
Michael
Frenkel
MFC
PR – New York
for
ALICE
201-317-7035 |
ALICE
commissioned the research to help hotels understand how to serve guests
better at a time when text, email and social media are quickly becoming
the communication channels of choice for guests at upscale hotels and resorts.
Excerpted for trend insights at the hotel industry’s Lodging Conference
in Phoenix two weeks ago, (www.thelodgingconference.com),
the results were obtained in an online survey of more than 400 frequent
travelers from across the U.S.
