OTTAWA, ONT.—This week at HITEC Minneapolis, the Hotel Communication Network (HCN) will unveil a new green initiative. Called “Guest Choice,” the patent-pending technology enables guests to use HCN’s in-room Navigator Tablets to opt out of room cleaning, potentially saving owners up to $50 per room per month in labor costs. In addition to determining “if” and “when” they want their rooms cleaned, guests are also given the option to request late checkout for a fee. Upselling this opportunity is an easy way to capture potentially lost revenues.
“Giving guests a choice in how they prefer to interact with the hotel during their stay is key to driving loyalty, boosting satisfaction scores and improving online reviews,” said Kevin Bidner, HCN CEO. “We’ve taken service personalization to a new level by extending it to the housekeeping department. By asking guests daily if they want their rooms cleaned (or if they prefer to be left alone) and giving them the option to select a time of day to have that task performed shows them that the hotel cares about their experience. Once armed with that data, hoteliers can improve operational efficiencies by knowing in advance when and where to schedule staff. There is no need to disturb a guest that prefers privacy; instead room attendants can make up rooms at a time more convenient to each guest. Not only is this a better use of labor, but revenues from late checkout requests are increased.”
Here’s how Guest Choice works via the HCN Navigator Tablet:
- Ask guests the day and time they want their room made up, or if they prefer privacy.
- A guest choice report is prepared the night before to maximize staff scheduling.
- The evening before checkout, guests are asked about their departure. Additional late checkout options with associated costs can be presented.
“Guest Choice is a simple three-step process that not only boosts guest satisfaction and loyalty, but the return on investment from our Navigator Tablet is realized in a very short time,” Bidner said. “Based on our preliminary data, a 200-room hotel can drive $120,000 to the bottom line annually, while a 1,000-room hotel can achieve more than half a million dollars or more in savings through this program alone. This doesn’t factor in the other revenue streams driven by the HCN Navigator Tablet through roomservice ordering and promoting other hotel services. It’s a win for owners, a win for guests, and a win for the environment.”
To learn more about Guest Choice and the Hotel Communication Network, visit HCN in Booth 1210 at HITEC Minneapolis or visit www.hcn-inc.com.
