By Rentia Austin, Senior Account Executive at EOH Infor Services Infor’s Master Partner in Africa, operating as a Gold Partner

Every hospitality establishment knows that customer satisfaction is the most important indicator of success. If customers are satisfied, they will stay longer, spend more and offer repeat business. In a technology driven world, the industry would be foolish to fall behind – after all, with the right software in place, excellent CX is well within every hospitality provider’s grasp.

Data Driven CX

Better data means faster service, and a stronger bottom line. How? By deploying hotel software that touches every area of the business from a common platform, including:

  • Financial Teams
  • Asset Management
  • Central Reservations
  • Corporate Office
  • On-Property Operations
  • Sales
  • Marketing
  • Loyalty
  • Maintenance
  • Human Resources
  • Staffing Schedules

The Solution?

It’s time to connect the hospitality-specific strategy and plans to the front- and back-office systems, empowering management to make better decisions and more money; all while delighting guests.

Hotels, restaurants, resorts and gaming properties across the globe are effectively managing their reputations, building real customer loyalty, streamlining operations, delivering exceptional guest experiences and maximising their revenue potential with Infor Hospitality.

Infor Hospitality Connects the Entire Organisation

  • Unify work
  • Track and streamline operations
  • Define and increase satisfaction
  • Optimise relationships
  • Manage staff efficiently
  • Sustain services
  • Yield stronger profits

How Does this Drive CX?

With Infor Hospitality, users are empowered to respond quickly and effectively to guest’s needs. With this approach, complaints are limited (and more quickly resolved as they arise), long-term relationships are built, and communication improves to the point of efficiency and proactivity.

With traditional solutions, disparate data makes it difficult to measure guest satisfaction or connect business goals with response to customer issues. However, with Infor Hospitality, a tailored workflow maximises inventory and provides measurable key performance indicators – ensuring guests always have what they need, when they need it (sometimes even before the realise they do).

Why is CX Important?

According to the Nielsen, State of the Media: The Social Media Report, “customer decisions and behaviours are increasingly driven by the opinions, tastes, and preferences of an exponentially larger, global pool of friends, peers, and influencers.” Customer relationship management then becomes less about a good experience at the check-in counter, and more about personalising every guest interaction – for the duration of their stay, ahead of it, and once the guests have left.

It’s time to differentiate from the competition with quick and easy access to data, through in-context business intelligence.

 

To discover how EOH Infor Services can transform the hospitality industry for greater CX, CLICK HERE.

 

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