12.2020
(Team Project)
Delivery Within the realm of the modern hotel, a disconnection often exists between the high expectations of guests and the practical challenges faced by hotel staff. This divide can lead to service inconsistencies and hinder the ability to meet evolving guest demands.
Hotels have transcended their traditional roles of providing travelers with mere accommodations. They have evolved into hubs for social and cultural exchange, where guests seek not just rest and sustenance but also enriching experiences.
The COVID-19 pandemic has reshaped travel preferences, prompting a surge in individuals seeking rejuvenation through vacations. Luxurious five-star hotels now account for the lion's share of the market, with consumers valuing quality service, pristine rooms, and friendly staff. Our research, conducted with 77 users, confirmed that service quality ranks as the foremost differentiator for hotels, closely followed by room cleanliness and the warmth of human interaction. Higher-end establishments, in particular, set high standards for the human touch guests expect.
A thorough analysis of hoteliers' work environments unveiled a significant pain point - a lack of clarity in task prioritization. Hotel staff, such as front desk clerks and housekeepers, juggle various responsibilities, often leading to confusion about whether to prioritize customer service or other duties. This calls for a systematic checklist to enhance customer satisfaction. Moreover, the emotional labor involved in providing human services necessitates psychological support for a positive work experience.
* Targeting smartwatches as a low-distraction, accessible product for working environment.
Alfred, an AI-powered task management service, revolutionizes hotelier productivity. It assigns tasks to each hotel staff member based on customer data and dynamically prioritizes them, ensuring that staff are continually focused on the most critical activities. When unexpected guest requests arise, Alfred promptly reshuffles task lists based on urgency and importance, allowing hoteliers to deliver efficient and effective human service.
Alfred extends beyond task management, fostering a nurturing work environment. Upon task completion or checking off items, Alfred displays achievement inspirations and efficiency-enhancing suggestions. Comprehensive manuals equip staff to address customer complaints effectively, while a dedicated mental care service tends to hoteliers' emotional well-being. Recognizing that the quality of customer service stems from the emotional state of hoteliers, Alfred works diligently to cultivate a healthier work atmosphere, resulting in enhanced customer experiences.
As we focused more on receptionists and housekeepers while developing the journey map and identifying pain points, it became evident that the service did not adequately cater to the diverse needs of various hoteliers. Rather than narrowing down our user base, we aim to transform the service into something that can benefit all hoteliers. To achieve this, we need a comprehensive understanding of the tasks performed by hoteliers from various departments and a process that incorporates their needs.
Based on the feedback received from the F&B staff, it is apparent that in the management service, a more intuitive user interface and voice functionality should be added. In the mental care service, there is a perceived need for a judicious blend of AI services.