The hospitality sector got here collectively lately through the Digital Transformation Summit in Orlando, Florida, to discover—you guessed it—digital transformation within the hospitality {industry}.
Sizzling subjects included bettering visitor engagement, channel administration, operational effectivity, knowledge analytics and AI. Leaders from giant hospitality firms like Alternative Inns, Six Flags Leisure and Common Studios confirmed as much as see how digital platforms play a job in loyalty packages, worker engagement and retention and grabbed a front-row seat to find out how this new tech and a change mindset may successfully help the distinctive wants and challenges of their frontline groups. Axonify was there to take all of it in, lead a session with buyer Compass Eurest and share the summit’s most pressing themes.
Session highlights:
The agenda was full of insightful periods that supplied fascinating views on how totally different hospitality organizations are leveraging numerous digital methods and rising tech to drive constant execution and operational excellence. Some standouts included:
- Mike Fiato & Alison Lambert from Compass Eurest (aka the Axonify session!): The main focus right here about simply how crucial frontline associates are to delivering visitor experiences that take manufacturers from so-so to stellar. Each Mike and Alison talked about how they leverage the Axonify platform’s capacity to achieve their whole frontline on the devices the team members use every day and have achieved spectacular outcomes: a 21% data improve and a tradition the place individuals are closely engaged and 3x extra doubtless to stick with their firm because of their studying and communications investments.
- Caitlin Wildenstein from AKA Inns: At AKA Inns,its strategy to luxurious member rewards features a deal with making folks really feel like they’re at dwelling whereas touring. The significance of leveraging tech to reinforce visitor experiences, not change the human connection, was additionally a dominant theme.
- Jim Denny from Six Flags: This partaking session appeared on the artwork of relationship-building with an help from tech and automations. This consists of personalised communications that notify friends about their leisure preferences, like when a favourite experience has no lineup or a beloved present is about to start out.
- Austen Morrow from Alternative Inns: This session detailed ways to align knowledge with enterprise objectives and the significance of knowledge governance and safety.
Key themes and takeaways:
A number of key themes emerged, highlighting alternatives to attach digital-first methods to present practices.
- 1. Elevating the visitor expertise: The significance of making visitor experiences that preserve folks coming again to your areas was high of thoughts.
- 2. Steady engagement: With the ability to talk with frontline employees and friends was a typical chorus as a approach to enhance visitor expertise and worker engagement.
- 3. The whole lot begins along with your folks. From coaching to communications, there was a renewed deal with the significance of making certain frontline groups are outfitted to deal with not solely day-to-day visitor calls for but additionally handle common operational expectations—and that hinges on ready, supported and acknowledged associates.
- 4. Embrace expertise: Leverage the best tech to streamline operations, enhance communication and ship partaking coaching experiences on the street to hospitality excellence.
- 5. Deal with enjoyable, personalised studying: Tailor coaching packages to fulfill the distinctive wants of particular person associates—as an alternative of a one-size-fits-all approach—and leverage gamification to create pleasant competitors to get the perfect enterprise outcomes.
The DTH Summit was extremely insightful, providing precious inspiration for these dedicated to empowering frontline hospitality employees. It’s clear that the {industry} is recognizing the crucial position that frontline workers play in delivering distinctive buyer experiences. Axonify is proud to be on the forefront of this motion, working with unimaginable clients like Compass Eurest and Marriott Worldwide to guide the cost in digital-first frontline studying and enablement that produce top-tier execution and efficiency.
Be taught extra about Axonify for hospitality in the present day, go to axonify.com/hospitality.
About Axonify
Axonify is the confirmed frontline enablement resolution that offers workers all the things they should study, join and get issues completed. It begins with mind science and AI to drive data retention by way of bite-sized microlearning and day by day clever reinforcement. Embedded two-way communication and suggestions guarantee your employees is engaged and knowledgeable, irrespective of the dimensions of your group and guided activity administration reveals workers precisely methods to put their coaching to make use of, each single day. With an industry-leading 80% person engagement price, firms use Axonify to ship next-level CX, increased gross sales, improved office security and decrease turnover. Axonify permits over 3.5 million frontline employees in 160+ nations, with over 250 clients together with Lowe’s, Kroger, Walmart and Residents Financial institution. Based in 2011, Axonify is headquartered in Waterloo, ON Canada. For extra info, go to axonify.com.
Eric Jackson-Sarkany
Senior Supervisor, Advertising and marketing Applications
Axonify
