What role do you still play as a person in creating the ultimate experience? If we can believe the stories, many services and people will eventually be replaced by robots. The capabilities of technology are infinite, and their use is therefore an interesting addition to a hospitality strategy. But real human contact, that remains indispensable.
Research by EW Facility Services shows that the Dutch attach great value to human contact. More than 1,000 Dutch people were interviewed, and it appears: with fast and personal help (75%) and a host or hostess with humour (38%), locations score points when it comes to hospitality. The human factor in hospitality is clearly indispensable if we are to believe the Dutch. To implement this, we use, for example, a Facility Host, who plays a central role in setting up a total experience. There are 3 things that a robot can never take over.
1. Quality control
A Facility Host monitors the facility experience within an organization. From daily follow-up rounds to service work and ad hoc requests. Every day offers new challenges and learning moments. A human contact point is therefore indispensable for guest, customer or patient. A screen can give a signal, but it does not take direct action. But a Facility Host is of great value for more than just guests; they are also the most important point of contact for employees. And it is precisely the frequent interaction that makes it possible to respond quickly and adequately to current questions and possibilities for improvement, with a positive effect on the experience as a result.
2. Atmosphere is not as static as a robot
When do you feel at home somewhere? Often, presentation and interior play an important role. Whether you are in a hotel, an office or a healthcare facility. But if your people are not hospitable, this weakens the positive points of the physical environment. The right balance between the environment and service of employees is therefore critical for the total experience. It is all about the small but personal gestures of the host that make the feeling complete. Toppers in the field - De Leest, Equipe Zorgbedrijven and the Mariënhof - unanimously agree about this. They tell about it in this video.
3. Handling complaints and disasters
From our research, it appears that the human touch is still the most appreciated when visiting a location. And with an inhospitable experience in, for example, a restaurant, Dutch people immediately recommend that friends and acquaintances not go there. Proper handling of complaints - and dealing with disasters - increases the chances of a guest returning. Despite the fact that employees need to have freedom of action themselves, the role of a facility host remains important for managing the customer experience. A regular, but above all personal contact point makes it easier to handle difficult situations, more than when this has to be done via the detour of a customer service contact or e-mail form.
Technology occupies an increasingly larger place in our world. This also has its advantages when it comes to facility services. For example, it makes checking into a hotel easier. But despite this positive side of technology, the Dutch still value a personal approach. A facial expression, friendly smile or sense of humour simply cannot be completely replaced by a computer or a robot.
Want to know what a Facility Host can do for your organization? Contact us.