Accor Hotels Find 5 Point Guest Satisfaction Increase Using Connect Staff by Monscierge
Accor properties using Connect Staff see sharp and sustained increase in guest satisfaction and a prolonged reduction in complaints and guest refunds.
Hospitality technology firm Monscierge releases new platform-data statistics, detailing the impact on hotel revenues and guests satisfaction scores when hotel employees use Connect Staff by Monscierge. This digital tool is an application on Monscierge's Connect platform for workflow and communication management between various departments of a hotel, with data being captured at every touchpoint for business intelligence analyzation.
Monscierge worked closely with AccorHotels to understand the impact on both guest satisfaction and operational efficiency when empowering hotel staff with mobile technology. AccorHotels deployed Connect Staff to their hotel employees across a number of brands in the UK to digitize workflow management, improve response times and increase service levels. The rapid, low impact deployment yielded immediate improvements in labour efficiency. Data from 100 properties showed that within 6 months, hotels' average guest satisfaction scores had increased by 5 points over the control group who hadn't deployed the product.
Furthermore, the usage data generated by Connect Staff across these properties in 2016 showed a clear correlation between lower incidences of guest complaints and refunds when product engagement was highest.
Monscierge and Accor's Technical Services division in the UK have worked closely to understand the vast amount and variety of data being generated and simplify consumption of the results at a property and regional level. This resulted in significant labour savings at a property level where data no longer needs to digitized from paper logs at the end of each month.
The data is extremely useful for FF&E (fixtures, fittings and equipment) investment appraisal, and has also allowed staff to stagger shift-times accurately to work around the flow and patterns of reactive maintenance jobs - thus increasing efficiency.
"The Connect Staff platform has digitised our entire workflow management process. The business data and analytical insights we now have access to via Monscierge means we can make impactful, real-time decisions and adjustments at an associate, departmental, hotel, regional and brand level. In today's data-driven hospitality world, the ability to access, analyse and apply this sort of data is critical for organisations to compete successfully." — Didier Louis, Technical Services Manager UK & Ireland, Accor Group
Analysis of more than 5 million data points showed the following key highlights for Connect Staff:
· 20% immediate improvement in labour efficiency
· Guest satisfaction scores improved 5 points within 6 months
· Less complaints & guest refunds on days where product used most
· More accurate and cost-effective appraisal of FF&E
"One of the things that differentiates Monscierge from competitors is we offer a comprehensive platform. So, where we might have a competitor for each custom feature - SMS, Mobile, Digital Signage and staff workflow solutions I feel no competitor has the business data and analytical insights we now have access to via the platform," says Christy Doherty, VP Global Sales, Monscierge. "This means we can make impactful, real-time decisions and adjustments at an associate, departmental, hotel, regional and brand level. In today's data-driven hospitality world, the ability to access, analyse and apply this sort of data is critical for organisations to compete successfully. "
Monscierge will be hosting hotel technology experience tours at the Fairmont Royal York on June 27th-29th during HFTP's HITEC conference in Toronto. Experience the Monscierge Connect products as a guest or hotel member of staff and learn about new streaming tv solutions with supported mobile device management (MDM) and touch-less deployments using programs such as the Device Enrollment Plan (DEP).
Other features of the tour include mobile applications, responsive web with request functionality, digital door locks, beacon technology, lobby kiosk, digital signage, preventative maintenance and analytics, and more.
To schedule a tour: [email protected]
HITEC 2017 Toronto #1641
Monscierge is a global software company specializing in innovative hospitality solutions for properties, owners and brands. Monscierge has built a powerful, scalable platform that powers their expansive product line, Connect, to help enhance communications and relationships between hotel guest and staff through mobile, tablet, large-format touch-screen devices, and the central web-based platform that manages content. With installations in over 60 countries and multilingual capabilities, Monscierge is dedicated to improving guest experiences and hotel staff efficiency throughout all hospitality service tiers.
