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2019年05月26日 19:58:49     作者:admin     分类:我们的头条     阅读次数:306    

用技能替代人类究竟会导致何种成果?咱们今日推出西班牙艾玛迪斯酒店服务业企业展开与营销履行副总裁艾哈迈德 · 尤瑟夫(Joe)编撰的文章《未来酒店服务业:全主动化仍是人工服务?》

请看具体报导↓↓↓

技能常常引发争议。一方面,它被视为可解决许多问题的全能良方。

Technology is a divisive topic. On one hand, it’s seen as a silver bullet solving any number of challenges.

另一方面,它又被视为一种“必要之恶”,掠取了人类的作业,并供给着毫无温度和人情味可言的客户体会。

On the other, it’s the necessary evil taking people’s jobs and creating a cold, impersonal guest experience.

用技能替代人类究竟会导致何种成果?在全部实践发作之前,很难进行猜测。

It’s almost impossible to predict the ramifications of replacing humans with technology until it actually happens.

但是,在人际沟通至关重要的酒店服务业,咱们正徜徉于技能的立异与乱用之间。无论怎么,没有服务人员的酒店服务业底子称不上酒店服务业。

However, in an industry where personal touches matter a great deal, we are treading a fine line between innovation and over-kill. We can’t call ourselves the hospitality industry without people.

顾客一直期待着洁净整齐的房间、详尽周到的服务,以及快速无缝的入住及退房服务。而我信任技能并未能改动顾客自始自终的住店需求,而且未来也不会改动。

Technology hasn’t (and never will) change the needs of our guests – a clean room, discreet service, a quick and seamless check-in/check-out.

现在顾客的期望不断前进,而且跟着个性化体会成为下一个新常态,这一期望前进的态势会继续连续。酒店要想锋芒毕露,就需求快速而精确地供给个性化服务。

However, guest expectations have increased over time and will continue to do so as personalization becomes the next new norm. To stand out, a hotel needs to deliver personalized services with speed and accuracy.

技能是这一新式“服务比赛”背面的推进力,但需求谨记的一点是,顾客不会特意跳过人工服务去寻求主动化或自助服务。

Technology is the enabler in this new ‘race of service’, but it’s important to remember that guests do not specifically seek automated or self-service over human service.

事实上,咱们的研讨标明,近三分之二 (63%) 的顾客更喜爱与酒店职工互动,而非运用自助服务技能。

In fact, our research shows that almost two in every three guests (63%) prefer interacting with hotel staff than self-service technology.

固然,顾客也期望令人难忘、值得共享和不同寻常的体会。技能是赋能酒店职工的要害,支撑他们与顾客进行更有意义的人际沟通。

However, guests do desire experiences that are memorable, shareable and surprising. Technology is the key to empowering hotel staff so they can have more meaningful and personal interactions with guests.

例如,嘉年华邮轮会为乘客供给一件名为“海洋奖章”的可穿戴设备。

For example, Carnival Cruises’ give their guests a wearable called an Ocean Medallion to wear during their trip.

该奖章可协助船上作业人员辨认乘客并为他们供给乘客的信息,这样他们无需问询便可了解乘客的偏好。

The medallion identifies guests to the on-board crew and provides them with the passenger’s information so they can understand their preferences without needing to ask.

未来酒店服务业将遭到顾客、职工和技能之间杂乱交互的驱动。挑选在何处以及怎么将技能集成并运用至事务之中将成为一项重要的决议方案检测。

The future of the industry will be driven by a complex set of interactions between guests, technology and staff.The important decision is choosing where and how to integrate technology into the business.

那么应在何处进行主动化?在何处供给人工服务?一起怎么将两者完美交融以增强顾客体会?

Where do you automate, where do you keep services human, and how can you blend the two together to deliver an enhanced experience?

在评价这些问题时,酒店首要考虑的应是技能能否协助前进顾客体会?能否协助职工供给更高水准的服务?

In evaluating these options, hotels should first ask if the technology adds value to the customer’s experience, or if it empowers staff to deliver service levels above and beyond previous norms?

假如不能,那么酒店或许仅仅是在为追逐立异而运用技能,终究成果也只会适得其反,不只支付昂扬本钱,还可能会下降职作业业效率。

If the answer is no, then you are likely installing technology for innovation’s sake, which may end up being expensive and counter-productive.

但如能把握正确的运用方法,技能则能支撑酒店职工根据深化的洞悉做出更正确的决议方案,然后推进事务展开并强化顾客体会。

However, when implemented correctly, technology can empower staff to make insight-driven decisions that benefit the business and enrich guest experiences.

为完结这一方针,业界首要需求专心于晋级传统技能,脱节碎片化的体系,以便不同的技能可以无缝衔接。

To realize this, the industry first needs to focus on upgrading its legacy technology to move away from fragmented systems, so that different technologies can connect seamlessly.

将多个体系的数据会集在同一保护伞下是要害所在,在那里,人工智能 (AI) 可以剖析收集到的海量数据,为职工供给超卓的洞悉,协助他们更有效地作业。

Bringing data from multiple systems under one umbrella is key. From there, Artificial Intelligence (AI) can analyze the myriad of data collected and can provide staff with insights to help them work more productively.

举例来说,体系可利用顾客偏好、个性化的入住与退房时刻等数据,主动拟定日常运营决议方案,例如房间分配和经营方案等。

For example, daily decision-making, such as room assignments and turnover schedule scan be automated by a system that draws on data such as guest preferences and personalized check-in and check-out times.

这不只能下降发作人为过错的可能性,还能最大极限地前进房间入住率。与此一起,职工还可以敏捷做出呼应,并随时检查、实时洞悉,然后加快完结检查房间入住状况、事情处理、库存检查等手头使命。

Possibilities for human error are reduced and occupancy is maximized. Staff are highly responsive and can access real time insight at any time to solve tasks, whether they are checking room occupancy, event operations or stock.

技能还支撑顾客展开更多自助服务。凭借可穿戴设备和智能手机,与信标技能和酒店运用进行交互,顾客可轻松掌控信息并智能控件,一起不会有任何侵略感或不适之处。

Technology also allows guests to do more self-service. Personal devices like smartphones and wearables interact with beacons and hotel applications to put relevant information and smart controls into their hand without ever feeling invasive or uncomfortable.

酒店服务业还可经过聚合多个数据流创立丰厚的顾客信息,训练有素的作业人员可凭借这些信息在顾客入住前和入住期间辨认有必要与之沟通的“要害时刻”,然后为顾客打造令人难忘的夸姣体会。

In-depth guest profiles are created from aggregating multiple data streams. Staff are highly trained in using these profiles to identify “micro-moments” in which to engage guests, both before and during their stay, delivering a positive, memorable experience.

以上许多比如都标明,技能只有为仔细周到、训练有素的职工所用,才干发挥最大功效。

Many of these examples show that technology delivers most benefit when it is used by attentive, well-trained staff.

也正是因而,人才争夺战才成为咱们职业面对的最大应战之一。为了职业的继续前进与展开,咱们需求招引和培育最优异的人才,尤其是年轻一代。

That is why one of the biggest challenges facing our industry is the crusade for talent. For the industry to grow, we need to attract and grow the best talent, especially younger generations.

IHG 澳大利亚和日本总经理 Leanne Harwood 指出,要做到这一点,咱们需求改动职业形象。

Leanne Harwood, the Managing Director of Australasia and Japan at IHG says to do this, we need to change the image of the industry.

她表明:“首要,咱们应该改称自己为‘款失业’,而不是‘服务业’。”

“To start, we need to stop using the term ‘service industry’ and refer to ourselves as hospitality,” she says.

“现在千禧一代越来越注重对事物的体会,为了防止因‘等候派遣’的服务理念与其发生心思隔膜,咱们应该向他们展现怎么经过热情洋溢的服务赋予日子最夸姣的体会。”

“To avoid alienating the next generation with the idea of servitude, let’s show Millennials, who focus increasingly on experiences over things, how they can bring life’s best experiences alive through true hospitality.”

关于作为“数字原住民”的千禧一代,技能对他们具有很强的招引力。

Technology plays a big role in attracting millennial talent, who are digital natives.

进入职场的他们,也期望运用随同自己生长的数字东西来完结作业。因而,酒店为他们装备他们习以为常的技能非常重要。

When they enter a workplace, they expect to be able to have the same digital tools they have grown up with to do their job. Therefore, it is important to provide hotel technology that looks and feels like the technology they use in their daily lives.

技能加持服务的形式将成为未来干流,人与技能将成为“天作之合”。

Tech-augmented hospitality – where humans and technology collaborate together – will be the service model of the future.

但咱们相同也应该意识到,尽管适宜的环境辅以适宜的技能会带来真实的竞赛优势,但是在技能的运用也应该拿捏有度。

The right technology, deployed in the right context, can deliver real competitive advantage. However, knowing when not to automate a solution is just as important.

酒店服务供给商应该防止为了便利自己而运用技能,而是应该优先考虑那些解决方案是否可以为职工和顾客供给无冲突体会。

Hospitality providers need to avoid the temptation to use technology for its own sake, and instead prioritize solutions that offer frictionless experiences for staff and guests.

挑选恰当的机遇用技能辅佐人工,才干真实完结服务水平的打破。

Search for opportunities that will blend technology and human elements to provide truly game-changing levels of service provision.

最重要的是,必须为职工供给杰出的训练,协助他们有效地运用技能。重视运营是一方面,让职工成为顾客值得信任的好帮手也不容忽视。

And above all, be sure to provide good training to staff so they can work with the technology effectively, focusing not just on operations, but helping them become trusted partners to guests.

(经济日报 记者:陈颐 朱琳 责编:李静)

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