Routier, a provider of artificial intelligence-enabled hotel operations, marketing and guest engagement solutions, is partnering with Knowcross, which provides service quality and optimization solutions for hotels, to provide reopening hotels with advanced tools capable of overcoming a range of service challenges posed by COVID-19. Through the integration of Routier’s unified communication’s platform, MessageHub, with Know Service, a guest request management and maintenance-tracking platform, recovering properties enhance their ability to maintain high-quality guest-centric experiences that fully comply with cleanliness and social distancing concerns, regardless of reduced labor resources.
The Routier and Knowcross integration provides the ability to streamline and automate the guest communication and request process while minimizing physical contact. Via MessageHub’s omni-channel abilities that allow guests to remotely and safely communicate without the need to download an app, requests, queries or complaints can be instantly uploaded into the Know Service task-management platform. This creates a single, holistic and end-to-end dashboard that allows smaller hotel teams to efficiently monitor all guest interactions while taking advantage of Know Service’s ability to direct queries to the appropriate personnel. With the issuing of task alerts by Know Service, hoteliers working with a reduced workforce also can prioritize requests to ensure the timely completion of tasks. Together, these advanced features drive efficiency and faster response times, which can prove critical to maintaining guest satisfaction and a hotel’s bottom line.
Using its artificial intelligence-based abilities, MessageHub can respond to queries and direct any additional guest follow-up requiring human intervention to the relevant department within Know Service. This 24/7 staff agent MessageHub feature can also proactively interact with guests on their communication platform of choice to alert them to services that may be of interest, optimizing personalization and revenue opportunities while fully digitizing experiences to minimize close contact and make better use of limited resources.
“The collaboration between Routier and Knowcross means that hoteliers can achieve the flexibility they need to steadily bring back employees and restart operations, while avoiding any lapse in guest service quality,” said Gal Bareket, CEO at Routier. “The MessageHub and KNOW Service integration also not only acts as a comprehensive solution that fully addresses guest expectations to be able to communicate in a safer manner, it can further form the backbone of a hotel’s ability to cater to increasing demands for ever faster, exceptional and personalized experiences.”