Streamlined IT service delivery for employees can translate to delightful experiences for guests in hotels and restaurants. The dynamic hospitality industry is constantly striving to keep up with the changing demands of customers. However, in the process of meeting these demands, hoteliers face a variety of issues that need swift resolutions. From an outage affecting online touchpoints, to seasonal demand for extra devices and kiosks, a standardized process to manage these IT services establishes the base needed for consistent guest experiences across all destinations.
In an industry dominated by customer experience, an IT services team that doesn't enforce industry best practices will perpetually extinguish high-priority incidents while chasing after delayed service requests. Such inefficient request management can lead to internal service failures and end up disrupting the guest experience. For instance, if an events hall is booked for a business conference but the IT team isn't notified of it automatically, it could lead to low bandwidth allocation and poor internet access during the event. Lack of robust back-end processes could even lead to dire consequences, such as a customer data breach.
Weave ITSM into your service design with ServiceDesk Plus.
Underpin back-of-house IT processes with service management technology that helps you meet guest experience goals. Through feedback channels and metrics pointing towards actionable insights, service desk software facilitates a deeper understanding between IT and employee needs. This improved understanding helps unclog process bottlenecks, leading to faster service delivery and elevated user satisfaction.
ITSM best practices help administer incidents, requests, changes, assets, and more for IT teams in a hotel, and a competent service desk application can push the IT team's efficiency further with capabilities that bolster their service delivery. These capabilities include automation of nitty-gritty activities, workflows to speed up processes, omnichannel accessibility for users, and seamless interoperability between IT management tools.
This allows IT service teams to become resilient to the swings of the hospitality industry demands.