Elevating Guest Experiences: Motorola Solutions' Role in Ensuring Safer Hospitality
In the fast-paced landscape of modern business, staying connected is crucial. Motorola Solutions, one of the key partners at the Best Stay Event, is transforming hospitality-focused communication and safety solutions.
In this interview with Nikola Cvetkovski, Channel Account Manager for South East Europe, Motorola Solutions we are exploring how Motorola Solutions is redefining communication norms at the intersection of technology and necessity.
How does Motorola Solutions' suite of products and services cater specifically to the unique communication and safety needs of the hospitality industry?
Motorola Solutions helps connect people, properties, and locations to conduct flawless operations, keep workers safe, control, and reduce costs, with a focus on enhancing guest satisfaction. From workers off-site to those on-site, we have custom communications solutions designed to help improve every part of your business.
Let us imagine a typical hospitality environment. Its staff works hard to address the requests of their guests and make them feel comfortable and safe. Whether it is a faulty air conditioner or a problem with the pool, hospitality professionals need to connect instantly with maintenance and engineering staff.
They must be able to create work orders that are getting to the right departments and have access to communication solution that remains clear throughout the facility. When emergencies occur, security personnel must be able to communicate quickly and quietly to coordinate a response. Employees and emergency personnel need to be able to guide guests to safety and provide real-time updates.
From small venues to large convention centers, Motorola Solutions is helping businesses coordinate and collaborate more efficiently and productively to create a seamless experience for every guest. Motorola Solutions' new payoff is "Solving for Safer," which explains the company’s mission.
Our safety and security ecosystem offers the next generation of smart, connected hotels critical communications, video security, and command center technologies to function at their best. The ultimate guest experience starts and ends with safety.
Can you provide examples of real-world scenarios where your solutions have significantly enhanced communication efficiency within the tourism and hospitality sector?
Our solutions provide instant and clear communication among all departments and team members.
For example, they enable efficient, seamless, and discreet interactions across teams. With a simple press of the Push-to-Talk button, everyone can hear your message and quickly reply. Messages, pictures, or footage can be sent or received automatically to a specific group or individual. Some of the solutions we provide do not rely on any network operator or the internet, meaning personnel can communicate during outages or emergencies.
Motorola Solutions helps your teams recognise and respond to patterns, anticipate actions and prevent situations before they escalate into emergencies - from hotels to casinos to everything in between, combat staffing shortages and foster faster, more intuitive maintenance.
Let us imagine that a VIP guest arrives at the hotel early before his room is prepared. The receptionist quickly sends an instruction to the housekeeping staff that room 106 needs immediate attention. The housekeeper is able to push to talk back to guest services that the room is ready.
The shuttle driver is already on his way back from the hotel after dropping off a family at the airport when he notices a suitcase that was left behind and instantly connects with guest services. He is able to communicate the issue while staying focused on the road using the MOTOTRBO text-to-speech feature that can read the instructions aloud on where he can meet the family at the airport and provide them with their missing luggage.
There are many instances when a guest would like to check the availability of the SPA for later that day.
The operational efficiency of the ability of the receptionist to quickly and silently reach out to the SPA manager to get the latest availability updates and return to the client with any form of feedback is utterly valuable. We all value being treated in a special way. When issues arise they become the top priority and are solved as quickly as possible. This gives every guest the feeling of “wow”, they have solved this right away.
But it’s not all about voice communication: Motorola Solutions is also access control security, video surveillance and advanced analytics: now, let’s imagine an intruder situation. The access control system detects the breached door, triggering alerts to cameras. The intruder is tracked, its image is sent and updated to security teams and command center and finally confronted and escorted off the premises and incident data is automatically logged.
How can Motorola Solutions' products enhance guest experiences in the modern hospitality industry by aligning safety and operational efficiency while also contributing to profitability and unique, immersive stays?
The ways and forms of communication the staff uses for daily work must be subtle and unnoticeable in the eyes of the guests.
The guests need to experience that things are being done without complication, and incidents being solved without the visitors even being aware of it. All of that contributes to increased overall customer satisfaction.
The hotel that is well-connected is actually Motorola Solutions’ vision for the future.
All of the devices are connected across all networks and work seamlessly by adding intelligence-driven applications and enhanced safety features. This is our idea of modern and advanced hospitality.
On top of it, we would like to encourage the creation of experiences that the guests would enjoy to write home about.
How can Motorola Solutions' communication solutions aid hospitality professionals in ensuring seamless team coordination, staff safety, and efficient service delivery that collectively enhance both guest satisfaction and staff quality of life?
Instant communication is central to customer experience and ensures guests’ and workers’ safety.
We conducted a survey and found out that 4 out of 5 hospitality workers use more than one device to communicate with other employees on the job.
Almost 94% of them said that they consider it would be valuable if all their devices could communicate with each other and they ranked this ability as the most important aspect of their communications system.
This is further stressing the importance of unified team communications that would function flawlessly regardless of their location and the safety features would enhance the protection of the hospitality staff. The top request applications and features are text messaging and alerting, work order and job assignment, video surveillance, access control, alarm and event management, and indoor location tracking.
The recent challenge that hotels are facing today is the shortage of staff. In other words, they need to do more with less. This is where we see the value of our solutions, enabling automation of processes that are functioning flawlessly.
In addition, it adds to the team spirit if your employees are all connected and solve problems fast and as a team. We have received this feedback directly from our clients that all employees are connected to such a great bond, even new employees who joined recently as they felt they belong together.
Photo credit: Motorola Solutions
As we look forward to the upcoming Best Stay event, we are all excited to explore further how Motorola Solutions can provide cutting-edge solutions for the ever-changing world of tourism and hospitality.