Relay for Business Archives

Is Your Hotel Tech Leading-Edge, or Bleeding-Edge?

October 20, 2021/0 Comments/in Relay for Business /by Travis Aptt

The modern hotel industry fuses the best of old-fashioned hospitality with cutting-edge data and customer service management tools. Or at least that’s the plan.

For every hotel chain or golf resort that reopened with newer, better, faster, safer technology, there are a dozen resorts still lagging behind. Sadly, what was once considered innovative might now be considered out of date. The key to being considered bleeding edge is not in spending more, but spending smarter and better on the newest tech management innovations for the hospitality industry.

So, are you up for the challenge of figuring out where your property ranks in terms of the hottest trends for hotels?

Innovation in hospitality technology at HITEC 2021

In late September, the world’s largest hospitality technology conference, Hospitality Industry Technology Exposition and Conference (HITEC), took place in Dallas, Texas. It was the first HITEC live event in over 25 months and it was brimming with new technology innovation customized for hotel managers and staff.

While some management teams believe investments in emerging or unproven technologies can potentially prove unwise, the new launches at the conference prove otherwise. By updating your hotel tech regularly you give guests a clear understanding that you’ve created an updated and better experience for them. It instills confidence and sets your property apart from others.

Pro tip: While new tech for hotel management is fantastic, your staff needs to know how to use everything. Be sure to build in enough time for training for staff and managers to avoid any glitches or gaps in service as you move from really good to amazing.

Bleeding edge concepts from HITEC Dallas 2021

We culled together a few key concepts and tech innovators who exhibited or presented at HITEC that we think will elevate leading-edge hotels to bleeding-edge status.

Workforce management tools. One of the trends we think will stick around is the ability to effortlessly manage staff and their availability and shifts. While some initial predictions about staffing in a post-COVID world were dire, most stressed efficiency and appreciation as the key to attracting and retaining staff. The most bleeding-edge hotels will manage staff effortlessly through cloud-based apps that allow them to fully manage staff. UniFocus ShiftGenius is one of the tools introduced at HITEC that will allow management to make even complicated tasks like labor projections, budgeting, scheduling and compliance, feel effortless.

At Relay, we’re proud that our devices connect workers and empower them through the use of a panic button and a completely connected cellular network. Contact us to find out how to empower your staff through connectivity with a device that alerts anyone to potential danger.

Housekeeping goes digital. In a recent survey, we discovered that nearly 50% of hospitality workers would consider switching jobs for better tech. If you’re worried that implementing trendy tech for your hotel could turn guests off, you should consider your staff as well. Bleeding-edge technology proves to your staff that their needs matter and are budgeted for with intention and not as an afterthought. Hello Shift and Beekeeper are just two of the brands with new housekeeping apps that make things like checking the status of all housekeeping tasks almost effortless.

Don’t waste your data. A topic we followed with great interest is the idea that a majority of hotels or chains are ignoring the value of their data lakes and customer information. It’s not enough to simply ask guests for feedback, you need to figure out how to use that information to then give your guests the customized experience they crave. Old-school tech might encourage the use of extensive databases with guest information. Bleeding-edge tech will combine artificial intelligence to best utilize the information gathered. For instance, you might create several customized greetings variations for repeat guests with personalized data to appear more welcoming to every guest, every single visit.

Safety is everything. From contactless check-in services to grab-and-go kiosks, the most technologically innovative hotels will fine-tune the way that guests and staff interact. There are even new ways to kick off your daily meetings. Another HITEC launch of interest to hotel management is Flexkeeping Daily Hotel Report which can be set up to be delivered each morning and will provide data from every team and department. It would be smart business to also add property and employee safety to the daily meetings. For instance, consider adding a daily report on how often associate alert devices are engaged, or during which shift or locations frontline workers engage or test their panic buttons.

If you’d like to catch up on everything you missed at HITEC this year, HFTP created Keynote/General Session Digital Collection available through October 31, 2021 for $199.00.

The Relay difference:

Relay is establishing a benchmark for the next technological revolution that focuses on innovative, durable, and highly adaptive voice-first technology for frontline workers. Our vision is to empower frontline teams with technology that allows them to safely and quickly connect to the people and information they need to get their jobs done more efficiently.

5 Ways Tech Can Improve Your Hotel’s Bottom Line

October 15, 2021/0 Comments/in Relay for Business /by Travis Aptt

While the hospitality industry is known for providing pampering experiences for guests, there’s a constant underlying pressure to keep an eye on spending. Then again, if you don’t spend, you can’t provide guests with the best possible experience, which feels contradictory as well as frustrating. The key is finding a balance between investing in your property and touchpoints, while constantly tracking your investments and payoffs. And hopefully, the payoffs far outweigh the spending.

Depending on your ultimate goals, you’ll probably have to spend a bit to earn even more. And so while it might theoretically seem counterintuitive to upgrade your technology to save money, it actually makes perfect sense.

We recently shared results from a survey we conducted that found 50% of hospitality workers might switch jobs for better tech. From smart thermostats to electricity monitors, there are some quick tech upgrades to keep in mind which will probably improve your bottom line.

1. Stop wasting energy

According to Energy Star, America’s estimated 47,000 hotels spend an average of $2,196 per available room each year on energy. If you’re wondering just what a big drain this is on resources, that represents about six percent of all operating costs.

Use tech to save
Try to identify the rooms or spaces that use the most energy and consider installing timers or other devices that automatically sense when someone isn’t in the room for a specific amount of time. Consider calling in a light designer who can help you set up a new system that will both appeal to guests, allowing them to shut lights when they’re not using their rooms or turn them off before they return.

2. Don’t overheat your space

Another major issue in the hospitality industry is the egregious waste of heating or cooling in unoccupied rooms. While it’s crucial to regulate temperatures to keep furniture and appliances from warping, there’s no need to overdo it when rooms might be empty for extended periods of time.

Use tech to save
The internet of things can extend beyond your home to your property as well. By setting up heating or cooling sensors throughout your hotel, you can keep rooms comfortably cool or warm without overspending. You can also monitor them from a specific hub or app. As with electricity usage, an energy efficiency consultant can help you understand where trouble spots might be.

3. Keep staff connected

When managing a large staff it can be difficult to keep track of individual employees, especially housekeeping staff who spend a large part of their days going room-to-room. While you’ll need to connect with remote staffers in case of an emergency, you can save time and energy by creating an interconnected network of devices that allow staffers to check in regularly.

Use tech to save
With the nationwide rollout of the so-called panic button laws for hotels, it’s inevitable that you’ll have to outfit your staff with associate alert devices at some point in the near future. By researching the best options now, you’ll end up saving both time and money. By choosing the best option for your staff and budget and figuring out any potential hiccups in advance, you’ll also protect the safety of your staff and guests.

And let’s face it; by continuing to allow staff to use personal mobile devices for hotel issues, you’re almost greenlighting them goofing off as well.

At Relay, we’re proud that our devices connect distanced workers at Hotels and empower them through the use of a panic button and a completely connected cellular network. Contact us to find out how to empower your staff and clientele through connectivity with a device that alerts anyone to potential danger.

4. Integrate your finance and accounting

Large luxury chains have an advantage over independent properties in that they can afford software and automation products that can cost tens of thousands of dollars. But by searching around for alternate options, any property of any size can find similar products at a fraction of the cost.

Use tech to save
We noticed Hotel In A Box, which is described as being “a fully integrated finance and technology solution designed specifically for the hospitality industry,” is now affordably priced and more accessible to businesses of all sizes. By investing in a product to manage everything from property management, point of sale, payroll, and banking systems along with the capacity to create advanced reports you’re freeing up time that employees can spend creating more personal experiences for guests. By automating the repeat tasks, you have now have the potential to add more creativity to your suite of services as well.

5. Improve guest experience

Your guests rely on their smartphones to help them enjoy their stay, so why miss the opportunity to connect with them on a branded app as well? According to the Oracle Hospitality report, “room cleanliness is, by far, the most important criterion for overall guest satisfaction.” Along those lines, 35% of guests said they would like the ability to schedule room cleaning, and 26% said they would appreciate a smartphone notification indicating that their room was being cleaned.

Use tech to save
The Oracle report said that hotels for the most part “aren’t pursuing guest-facing technology to address such housekeeping requests. Rather, hotels are primarily using mobile technology to improve housekeeping staff performance.” While that’s a great approach, it leaves a giant gap in performance. By automating room cleaning updates, you’re also freeing up staff from having to constantly respond to questions about clean rooms or room availability.

The Relay difference:

If you’re ready to set up your own network of panic buttons, look no further than Relay. Our products are affordable and efficient. Relay is an easy to deploy, flexible panic button. Best yet, it’s also an elevated communications solution, so you’re combining two critical line items into one (with better value). With Relay, you save money, setup is nonexistent, and our products offer hotel staff a practical, easy solution.

Nearly 50% of Hospitality Workers Might Switch Jobs for Better Tech

September 15, 2021/3 Comments/in Relay for Business /by Travis Aptt

In the hospitality industry, great technology is not a luxury, but a crucial part of running the best possible hotel or resort. It’s sobering to realize that while the best possible technology will keep things running smoothly, unreliable or outdated tech might just cost you your staff.

So, just how much do your workers dislike unwieldy and unreliable walkie-talkies? In a new survey, we discovered that hospitality workers dissatisfied with their current tech would seriously consider switching jobs for access to updated tech.

Better tech is a tempting job incentive

In a survey* conducted in August 2021, we examined hospitality staff satisfaction with current walkie-talkie radios.

They’d quit for better tech. We found that almost 50% of workers would consider quitting their jobs for better, safer workplace communication technology.

Survey takeaway: All the employee incentives in the world won’t matter if your staff hates your current walkie-talkies.

They won’t wait around for upgrades. Approximately one in three respondents consider the need to upgrade workplace communications such a priority, they would contemplate leaving their current company immediately.

Survey takeaway: Even if you promise upgrades in the future, it is unlikely your staff will wait around indefinitely for you to revamp your tech stack.

Safety matters:

The survey results also reveal some of the deeper reasons that updated walkie-talkie technology is so important to hospitality staffers. They don’t feel safe at work without it.

Approximately one in five employees felt unsafe at work because of faulty walkie-talkie radios.
More than 70% of workers reported being forced to use their personal smartphones on-the-job because of chronic radio malfunctions.
Approximately one in five respondents felt they’d been placed in unsafe situations, or reported feeling unsafe in general at work because of failure to connect quickly over radios.
Some of the trickier issues shared included malfunctioning radios, frustration at being repeatedly and inexplicably out of range, or simply being unable to connect on the right channel.

“While the best tech will elevate your brand and keep things running smoothly, unreliable or outdated technology could cost you your staff.”

Safer employees = more loyal employees:

The good news is that upgrading or updating your associate alert devices might inspire staffers to remain at their current positions; here’s why.

The lack of confidence with workplace radios among employees comes at a time when the nation’s hospitality industry faces a labor shortage brought on by the extended pandemic. The hospitality industry needs to realize that they’re not only catering to guests anymore, Employee safety via tech concerns must be given high priority status. Putting an emphasis on updated panic buttons reassures your staff their concerns are being addressed.

At Relay, we’re proud that our devices connect workers and empower them through the use of a panic button and a completely connected cellular network. Contact us to find out how to empower your staff through connectivity with a device that alerts anyone to potential danger.

**Keep improving guest experience and employee experience**

This may sound a bit harsh, but it’s a huge mistake to cheap out on the technology your staff relies on while upgrading only guest experiences. Now would be a great time to reevaluate the way you compensate your team for their hard work.

“Employees who work in the hospitality sector require better terms, including higher pay and improved benefits.” Chris Chuang, CEO of Relay said. More than that, after analyzing survey results Chuang said “ innovative workplace technology is gaining greater appeal as a driving factor of retention, and it’s essential that these employees can perform their responsibilities, safely and without any shortcuts.”

3 important takeaways from the survey

Spoiler alert: By hobbling your staff with malfunctioning or outdated radios or ancient walkie-talkies, you could end up alienating guests thereby impacting your bottom line.

Slow front of house operations: Almost 40% of employees have had an operational issue or guest request take too long because of failure to connect effectively over traditional radios.
Guest satisfaction scores suffer: More than a third of employees have admitted that guest satisfaction scores have suffered because of slow response times over faulty radios.
Consensus to upgrade: Nearly 90% of employees stated they would feel better if their current employer updated their radios to something more reliable and capable of increasing guest satisfaction.

Full details on the survey can be found below

DOWNLOAD THE INFOGRAPHIC

*Survey information: The shared results are from a nationally-represented survey of 250 U.S. participants 18+ years old working in the hospitality industry. They specifically shared gripes and grievances about their experiences with company-issued walkie-talkie radios.

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10 Ways to Maintain a Human Touch As Hotels Transition toward Tech-Focused Operations

September 10, 2021/0 Comments/in Relay for Business /by Travis Aptt

The hotel industry has evolved drastically over the past year or so, and in most ways, it’s for the better. But as we collectively figure out what’s next for the industry overall, it’s crucial to take stock of what we do best and what could use tweaking. More than that, those in the hospitality industry are trying to figure out how to update and upgrade the notion of high tech/high touch.

It’s somewhat ironic that an industry known for touch points, has been scrambling for the past few months to figure out how to amp up their tech approach. Even as you update your own operations, it’s worth repeating that your hospitality service points should always be a top priority.

To help you figure out how to keep the human touch while upgrading your tech approach, we came up with a list of ten things to keep in mind.

1. Always keep your touch points updated. As much as guests love the reliability and comfort of a trusted hotel chain, they love novelty as well. Keep updating and improving the places your clientele interacts with your brand.

2. Personalize as often as possible. If you’ve ever attended a conference you’ve seen the ubiquitous “Hello my name is” name tags. People like seeing their name or initials on things, even if it’s the foam of their morning latte. Some years ago we stayed at the Glasshouse Hotel in Edinburgh and still marvel over the fact that they made up customized cards saying we were in residence.

3. Add sensory experiences. From a signature scent to home-baked cookies, people remember the scent of their favorite spaces. One hotel cited often for their signature scent is the Ritz Carlton, New York iconic hotel’s 50 Central Park scent. Most amazing about this fragrance is the fact that it was inspired by what its creator, Antica Farmacista, refers to as a “scent map” of Central Park.

4. Create a way to stay in touch. Whether it’s a birthday greeting or a secret recipe shared with specific guests, you can create the feeling of a relationship instead of a transaction.

5. Add visual cues. Infographics work online for a reason, they provide visual cues to help absorb information. Remind guests that their safety and that of employees is always a priority, by creating an easy-to-understand visual guide to both safety exits and a key to associate alert devices. In this way, you reassure guests instead of making them wonder why staffers have suddenly started wearing panic buttons.

At Relay, we’re proud that our devices connect workers and empower them through the use of a panic button and a completely connected cellular network. Contact us to find out how to empower your staff through connectivity with a device that alerts anyone to potential danger.

“Don’t just pay lip service to human contact, be sure to actually have someone available to address concerns that might arise along the way.”

6. Offer alternatives to A.I. Be sensitive to older guests, non-tech natives, or those with potential hearing impairments or other issues. Make it clear that while there is now an electronic way of connecting, there is also an easy way to connect with a human being.

7. Make it easy. Don’t just pay lip service to human contact, be sure to actually have someone available to address concerns that might arise along the way. Don’t make your guests struggle to find a way to interact with an actual person.

8. Create “easter egg” type amenities accessible only through your app. If you want to encourage interaction, you should probably come up with reasons for guests past and present to stay in touch. Maybe it’s a weekly treasure hunt (virtual, of course) or points-based system that rewards guests for checking in and offers them incentives to keep doing that.

9. Remember the hand-written note rule. Sure a quick “TY” counts for a thank you note these days, but it isn’t particularly thoughtful, even as it acknowledges someone’s kind act. Instead, try to send out hand-written notes to your best customers or even to commemorate an occasion. If a couple celebrated their destination wedding at your location, consider sending them a hand-written anniversary card inviting them back. It’s thoughtful, it’s also good business.

10. Keep updating. Much in the same way that your favorite software requires regular updates and upgrades, so should your human touch approach.

The Relay difference:

Relay is establishing a benchmark for the next technological revolution that focuses on innovative, durable, and highly adaptive voice-first technology for frontline workers. Our vision is to empower frontline teams with technology that allows them to safely and quickly connect to the people and information they need to get their jobs done more efficiently.

3 Reasons Cloud Access Improves Operations

September 1, 2021/0 Comments/in Relay for Business /by Travis Aptt

Over the past year or so the majority of us have become more reliant than ever on the cloud to power our businesses. But that doesn’t mean we understand what exactly that means.

As more hotels and hospitality-related businesses reopen, there’s a flurry of activity to upgrade and improve performance and customer experience. And for many, that means harnessing the power of the cloud to continue to maintain and grow their businesses. Before we tackle the way that cloud access improves operations, here’s a bit more about what cloud access actually means.

What is the cloud anyway?

In the most basic terms, the cloud is the internet. Where businesses once stored massive amounts of data on even more massive servers, it is now stored on internet servers, otherwise known as, the cloud. That means that instead of having to track down the right person with access to your company’s hard drive, you now simply type in a password or protocol and have access to what you need.

And while we now have the ability to connect 24/7 and in nearly every situation, some businesses are not quite there yet.

What the cloud means for your business

Do you know those magic tricks where someone pulls a handkerchief out of a hat followed by another and another and still another? That’s sort of what the cloud is like for your business. Every piece of your business is connected to the next.

At Relay, we’re proud that our devices connect frontline workers and empower them through a cloud-connected cellular network. Contact us to find out how to empower your staff and clientele through connectivity with a device that alerts anyone to potential danger.

So how does cloud access improve operations?

The need for speed

Imagine this. Your most loyal customer calls you at the last minute asking for your best room. You might not want to keep them waiting, but without the cloud, you could end up making a flurry of phone calls to find out whether or not you can accommodate them.Now picture this alternate scenario. Your best corporate client emails with a request to accommodate a last-minute conference with twenty guests in need of twenty rooms and a weekend filled with entertainment and delicious food. If you have cloud access, you can immediately tap into your entire organization’s resources and map out a plan without the need for constant back and forth. Create a group in Slack or a new workspace in Monday and you’re already on your way to fulfilling this request. Now try to imagine doing the same thing without access to the cloud. Not a great option, is it?

Bottom line: Cloud access improves operations by speeding up nearly every process. Instead of wasting time, you improve productivity and keep access (hopefully) uninterrupted.

Once upon a time working on a project collaboratively could take months. By learning to harness the power of the cloud you just might drastically improve operations.

Seamless collaboration

If you’re a digital native, this may seem foreign to you, but once upon a time working on a project collaboratively could take months. Doing anything immediately was all but impossible, as team members waited anxiously for everything from feedback to approval for the next steps. And waiting for any kind of response could take weeks, while opportunities mere missed. Besides all that, without cloud access, it was nearly impossible to track the progress of your teammates other than taking someone’s word for it their part of a project was complete.When working collaboratively in the cloud, you know when a project stalls and if someone needs an extra lift from a co-worker. When you’re working in a high-pressure setting, this means that if you need extra housekeeping sent to a room or someone to manage the front desk, you can make the request immediately and track the progress of the situation. And in case of an emergency, you could track everything from response time to actions taken.

Bottom line: Life would be so much easier if you could press a button and access immediate results. With Relay’s associate alert devices, communication operates over our cellular network so accessing help is literally available at the touch of a button.

Keep up with or outperform the competition

Many who work in the hospitality industry thrive on new experiences and ideas, and it makes sense. If your business model relies on providing others with a stay that exceeds their wildest expectations, you have to constantly monitor what your competitors are doing.If your communication and booking system is outdated, you can’t provide guests with the best possible experience. If you can’t provide guests with the best possible experience, they’ll visit a destination that does. By switching to cloud access for everything from booking to managing housekeeping services, you can best keep track of the elements of your organization that outperform others. And by having immediate access to updates when needed, you can keep your hotel or property on the cutting edge rather than always trying to keep up. And who knows? Maybe your service will be so superior to other resorts that you’ll decide to have on-site tech ambassadors to walk guests through the process.

Bottom line: Your brand reputation is only as good as your guest’s most recent experience — and possibly their online reviews. Having a system with full cloud access means that you can track your competition and pivot as needed when needed.

The Relay difference:

Relay is establishing a benchmark for the next technological revolution that focuses on innovative, durable, and highly adaptive voice-first technology for frontline workers. Our vision is to empower frontline teams with technology that allows them to safely and quickly connect to the people and information they need to get their jobs done more efficiently.

What the Pandemic Taught us About Guest Safety

August 24, 2021/0 Comments/in Relay for Business /by Travis Aptt

At just about a year and a half into the pandemic, most of us probably know a lot more about germs, contagion, and safety measures than we ever thought possible. And while anyone working in the hospitality industry has always prioritized keep guests happy, well-fed, and safe, these days there’s an increased sense of urgency as we realize these are potentially life and death issues now as well.

From staggering check-in and check-out to outfitting staff with panic buttons to expanded disinfection routines, these are some of our greatest takeaways from the pandemic.

Guests want to know you’re committed to keeping them safe. It may sound oversimplified, but when traveling for vacation or business, your guests don’t want to have to worry about a thing. They’re staying with you because your property offers them convenience or specific amenities while allowing them to stop constantly fretting about the state of their health or safety. While you rely on guests to follow your property’s rules, they need to know that your property is doing everything possible to keep them as safe as possible. Sometimes that’s something as simple as adding a note on a reservation letting guests know there’s a staggered dining option. Other times it can be presenting them with more exits and entryways to avoid a crush during mealtime or before site-seeing. And if you sense a guest is still uneasy, you can ask them to fill out a feedback form to try to understand how to do better during their next say.

Guests want to be apprised of updates in policy. While some resorts or hotels prefer to keep their routines more private, clients now want to know where you stand in terms of everything from cleaning a room to expanded check-in schedules.

Guests need to be reassured. If someone decides to travel, they want to know that they’re making the right decision by trusting you with their health and safety. As such, make statements when necessary. If your resort or restaurant is an industry leader, let guests know. Now more than ever is a great time to brag about all the ways you’re dedicated to keeping guests safer than ever.

It’s a good idea to have a consistent spot for updates. To help guests feel relaxed and safe, you should update your website and app often to include not only your most recent policies but any changes potentially affecting them. For instance, if you live in a state that passed panic button mandates, you should thoughtfully mention that your team is now equipped with associate alert devices. Many hospitality sites keep a prominent area of their website for all COVID or safety-related announcements.

Guests want a go-to person. Where visitors to your hotel or spa might have previously checked in and then gone about their visit, they now want someone to stay connected to throughout. Since announcements are made daily about everything from new variants to locally implemented laws, your clients want to know there’s someone they can talk to about any changes. Unlike the smash TV show The White Lotus, where the staff presented interchangeable roles and personas, guests want to feel as though there’s someone they connect to beyond the polite nods.

Guests will follow your lead. As long as you present options that make sense and are clear to have been created with your guests’ safety in mind, you don’t have to apologize or second-guess your choices. If guests seem combative or unwilling to mask up if it’s the law where you are, you can politely and firmly offer them an alternative housing option. Your bottom line is providing a sense of guest safety to the majority of guests.

Guests expect you to make an extra effort. If you would rather show and not tell, consider adding visible amenities to your guest rooms. A hand sanitizer pump in all rooms and widely available minis show guests that your commitment to guest safety is authentic and part of your policy.

Guests want to see the ways you keep them safer. While in the past having one’s room made up was the extent of a guest’s interaction with the cleaning staff, they now want to be reminded of their presence. Consider assigning one employee to disinfect entranceway touchpoints like banisters or elevator buttons. Consider asking staff to all wear their panic buttons in the same spot, for instance right about their name tag. This is another visual clue that your establishment keeps both employees and guests protected at all times.

At Relay, we’re proud that our devices connect workers and empower them through the use of a panic button and a completely connected cellular network. Contact us to find out how to empower your staff through connectivity with a device that alerts anyone to potential danger.

The Relay difference:

If you’re ready to set up your own network of associate alert devices, look no further than Relay. Our products are affordable and efficient. Relay is an easy to deploy, flexible panic button. Best yet, it’s also an elevated communications solution, so you’re combining two critical line items into one (with better value). With Relay, you save money, setup is nonexistent, and our products offer hotel staff a practical, easy solution.

How COVID-19 Changed the Hotel Tech Stack: Where to fill in the gaps

August 17, 2021/0 Comments/in Relay for Business /by Travis Aptt

Along with more obvious changes to the ways hotels operate in a COVID19-aware world, there are things we may never have previously thought about.

For every disinfection protocol or implementation of associate alert devices, there’s a lesser-known change needed. For instance, with changeable staffing, longer wait time between guests, and even different entry or exit points, it’s entirely possible that the tech stack that once worked for you is no longer viable.

If you’re trying to figure out how to update or modernize your existing hotel tech stack, below are some good places to start. But first, what’s a tech stack anyway?

Tech Stack 101:

In brief, a technology stack, better known as a tech stack, is a group of tools used to run your business. Your stack may include everything from the programming languages you use to the tools or apps that allow you to streamline, organize or distribute information. Your tech stack also probably includes not only the software you create or run but also the hardware that supports it.

Tech stacks are often divided into two main parts – the client-facing side otherwise known as the front end, or the server-side AKA the back end. While both support each other, they have very different purposes.

At Relay, we’re proud that our devices connect workers and empower them through the use of a panic button and a completely connected cellular network. Contact us to find out how to empower your staff through connectivity with a device that alerts anyone to potential danger.

The COVID-19- era tech stack

You’re not imagining it, everything has changed drastically over the past year or so, even the technology we use to run our businesses. Especially the technology we use to run our businesses.

In the past, it might have been possible to delay updating your tech stack until you’d done enough research to make the right choices. But none of us have that luxury anymore, since the pandemic changed the way hotels operate and will continue to operate moving forward.

Last fall McKinsey & Company released findings from a survey that revealed that responses to COVID19 sped up the adoption of digital technologies by several years. More than that, these changes will likely be here for the long haul.

Wondering how drastic these changes are? As reported in the survey, “According to a new McKinsey Global Survey of executives, their companies have accelerated the digitization of their customer and supply-chain interactions and of their internal operations by three to four years. And the share of digital or digitally enabled products in their portfolios has accelerated by a shocking seven years.” This also means that if you dawdle, your market share and ability to serve an evolved clientele could suffer drastically. But there’s no need to panic just yet.

Make the easy changes first

Before you invest tens of thousands of dollars in untested technology, start off by seeing what the potentially easy fixes are. For instance, you can start by patching your system. Find out about the newest or first service patch for your current technology upgrades, suggested SEO and Social Media Marketing consultant Brad Marcus, of Marcus Interactive.

Marcus explained it this way. “If you are on a product that is at 5.9 and the company makes a 6.0, you wait for 6.0.1 to look at it and evaluate your needs and whether the product is still fulfilling them.” In this way, you can test the updates and upgrades as you go.

Evaluate your tech stack yearly

If you’re too overwhelmed by the summer rush of guests at your hotel, or have prioritized teaching staff how to use their new panic buttons, you can set a specific time for an update and tech stack analysis. Marcus said, “At worst, a company should do an evaluation once a year of their entire tech stack to make sure the coming year is planned for and the tech is more than sufficient. And that includes both hardware and software.”

Make a tech stack to-do list

Not sure you’re ready for an entire tech stack overhaul? It’s fine to take it in increments. Working with your IT staff along with your customer experience experts will help you to come up with a manageable timeline. Here’s a sample of how to get things started.

Analyze then patch. Is your system up to date or was your last update before the pandemic? This is a quick and easy fix that will at least allow you to feel in control of the stack.
Set a date to do a full top/down system analysis. Stick to it.
Assign a back-end head of project to liaise with a front-end head of project. Have them solicit feedback from both the hospitality staff and the tech staff on what works well and what seems outdated or slow. Create a list of what needs improvement.
Create a budget. Now that you know what needs to be done, set a realistic budget to cover even unexpected situations.
Create a timeline. Now that you know what you need and how much you can spend, create a realistic timeline of when all elements will be updated. Pad the list to include staff training, bugs and more.
Prepare a contingency plan. No matter how well you plan, things can and will go wrong. Consider a soft launch or minimal rollout.
Let guests and staff know there are changes coming.
Bring in a trusted consultant. If it all seems too overwhelming, there’s no reason to force yourself to handle all elements in-house. Start asking for referrals and recommendations and bring in someone who can assess your needs and help you make necessary (and affordable) changes.

The Relay difference:

If you’re ready to set up your own network of associate alert devices, look no further than Relay. Our products are affordable and efficient. Relay is an easy to deploy, flexible panic button. Best yet, it’s also an elevated communications solution, so you’re combining two critical line items into one (with better value). With Relay, you save money, setup is nonexistent, and our products offer hotel staff a practical, easy solution.

5 Tips for Implementing New Technology

August 9, 2021/0 Comments/in Relay for Business /by Travis Aptt

In 2017, Denmark made history by appointing the world’s first tech ambassador. Since that point, at least a dozen countries have followed suit.

More political tech ambassadors work on outreach to international online allies and creating programs to protect their netizens. They also create paths for people to bridge the gap between online and offline life while safely navigating online spaces. On a corporate level though, tech ambassadors are something else entirely.

Much like influencers who seem to exist to be copied, tech ambassadors are almost like role models for others in their workspace.

What does the tech ambassador do?

From testing new products and technology to providing valuable feedback, the tech ambassador will act as the face of technology for your company or property. Your tech ambassadors might also be the ones staffers come to with usage questions, complaints or valuable feedback.

When choosing a tech ambassador it’s important to pick someone who is comfortable behind the scenes and in a group if needed to train team members.

The team tech ambassador

Alexandra, an executive admin (who asked that we not share her last name in this story because of corporate privacy issues) is the tech ambassador at her office. When there’s new tech, Alexandra is the rep from her team to gain early access. As such, she tests products for any potential bugs, beta tests for the IT Team and later offers tips and tricks to ease her team into using the new technology.

Start with a help desk

If you’re considering implementing your own tech ambassador team, it might be wisest to start at a central point. For instance, is there a tech help desk at your office? If so, who uses it most often and who comes there for help? This will give you a better idea of how to move forward with your program. It will also help you understand how to tweak things as you move forward.

Get the word out internally

If you want to recruit people for your tech ambassador team, the first step is to let them know that it exists. Alexandra said the ambassador team at her company was started after significant input from the team. At quarterly meetings of the entire extended team, her boss would check in to see how things were going, opportunities, successes and things they needed to improve. Alexandra said the team was also informed of upcoming tech changes and how to be prepared. And that’s when the tech ambassador team was formed. Alexandra said the tech team ran the gamut from all areas of the corporate ladder and that their input was

“valued and heard.”

If you’re in the beginning stages of the process, now would be a great time to start sending out internal emails to the team inviting them to apply to become part of the tech team. Try to invite a diverse bunch ranging from tech power users to those who barely know how to text.

At Relay, we’re proud that our devices connect workers and empower them through the use of a panic button and a completely connected cellular network. Contact us to find out how to empower your staff through connectivity with a device that alerts anyone to potential danger.

Solicit as much feedback as possible

Whether you’re in the early stages of setting your staff up with associate alert devices, or are testing new software, it’s important to involve team members in the entire process. After all, your staff will be using the technology, so they’ll have a better idea if something is clumsy or buggy or needs to be updated.

Create a method of collecting feedback and following up if necessary. Consider a reward system is someone’s feedback ends up helping the entire team.

Consider creating a tech mentorship program

While your tech ambassadors will only be a few team members, the ultimate goal is to make everyone feel involved. Set aside a specific time each week for open connection with tech ambassadors. Maybe it’s an hour midweek, or free time during the work day. Inform your staff that there are one-on-one training available if needed.

Tech ambassador team checklist

Before you begin setting up your tech ambassador team, you should meet with any potentially involved staff to discuss:

Will the tech ambassadors be paid or rewarded in any way or is this a strictly volunteer position?
Is this more of a glorified position or will your ambassadors be responsible to produce results? You’ll have to be clear in advance since some staffers might not want the added responsibility if it comes with too much pressure.
How often will they be expected to test out products? Is it once a year or whenever new technologies are introduced?
Will they be an internal or external group of ambassadors? Some tech ambassadors are there strictly to support team efforts while others are used in marketing materials. Decide which of these ambassador relationships will best support your plans.
Privacy issues. If needed, create non-disclosure agreements so that your ambassadors cannot reveal internal workings publicly.
Titles, perks, etc. Even if your tech ambassadors are not paid for their role, you might want to offer them an additional title or job perk as an enhancement.

The Relay difference:

If you’re ready to set up your own network of associate alert devices, look no further than Relay. Our products are affordable and efficient. Relay is an easy to deploy, flexible panic button. Best yet, it’s also an elevated communications solution, so you’re combining two critical line items into one (with better value). With Relay, you save money, setup is nonexistent, and our products offer hotel staff a practical, easy solution.

How to teach your staff to use their panic buttons

August 2, 2021/0 Comments/in Relay for Business /by Travis Aptt

Most hotels pride themselves on providing unique amenities and services. After all, if you aren’t giving guests something memorable, why would they give you a positive rating or keep coming back?

When trying to figure out what’s next in your panic button plan, take a page from what you already do best.

Have the executive team test out your panic buttons

Before you even consider training your staff to use panic buttons, make sure that you and the executive team are well versed with not only the protocol but usage. That goes for every single person on the executive level and not just front-facing staff members. Here’s why.

To instill a new level of comfort and safety in your staff and guests, you have to clearly understand what’s involved. Simply saying that things are better or safer won’t work, you have to know firsthand how and why having panic buttons available will improve the safety of all employees.

At Relay, we’re proud that our devices connect workers and empower them through the use of a panic button and a completely connected cellular network. Contact us to find out how to empower your staff through connectivity with a device that alerts anyone to potential danger.

Integrate training with existing protocol

When training your staff with panic buttons, a good rule of thumb is not to drastically veer from existing protocol. If your team meetings are generally informal, keep to that overall mood, since you don’t want to scare off staffers from using their new panic buttons. If you have a very formal way of doing things, keep to that in panic button training as well. The last thing you want is to seem to be saying that panic buttons are something that will disrupt service or the way people work.

So should your panic button training be one-on-one, video, or group training?

The answer is all of the above.

Despite being easy to use and set up, panic buttons are a serious addition to the way you work. And while we advised you to keep to the general mood of your corporation when training, you should make room for panic button training. And you should do it in stages.

Inform staff of panic buttons being implemented.
This is the part where you send out an email and give employees a handout so they know what’s coming. Wording should explain the need for panic buttons due to state legislation. The last thing you want to do is scare people, so try to offer comforting and reassuring language. If you notice staffers whispering in groups about the new panic buttons, try to find a way to further reassure them.This is also the time you schedule a group meeting of all staffers. Be prepared for lots of questions. Offer snacks or incentives or anything that keeps people happy and open for more information. Consider hiring a speaker or trainer to go through all the new regulations and explaining why this is happening now. If you’re able to, reassure your staff by bragging about safety statistics in your operation. Be open to any and all questions and answers from your team.

Pay attention to the reactions and try to follow up with another email or note recapping the meeting and top takeaways.
Create small, manageable groups and include one-on-one training
No matter how successful you believe your initial meeting was, you should follow up with individual training. Some staffers may not have been paying attention during the first meeting. Still, others might be fearful of new technology but too embarrassed to speak up during your first go-round.Your goal is to make all front-facing staff realize that learning to use panic buttons is something that has been implemented for their safety and peace of mind.

Consider pairing workers up as well with one role-playing the part of potential aggressor with the other simply using the panic button. In many instances, it’s empowering simply to hit that button during a test run and know help is on the way.
Create highly customized videos available only to staffers
While videos aren’t the ideal way to teach staffers to use their new panic buttons, it’s a nice way to remind people of the process. Consider opening with the GM giving a short intro. Another way to make your video more appealing is to hire actual employees to appear in the videos as well, to further maintain an air of normalcy about the process. Encourage staffers to review the videos at least monthly, and update as needed.If you sense that guests might want to know more about your panic button system, consider having a public-facing video that is available to guests. That one should be created with more of your resort’s branding and visuals.And one last thing, avoid anything trendy or cheesy, and that includes the background music you pick. Your goal isn’t to entertain staffers or guests, it’s to make them comfortable with panic buttons and your new safety plan.

Resources:

If you’re still in need of inspiration, these might help you understand how to craft your own videos:

The Relay difference:

If you’re ready to set up your own network of panic buttons, look no further than Relay. Our products are affordable and efficient. Relay is an easy to deploy, flexible panic button. Best yet, it’s also an elevated communications solution, so you’re combining two critical line items into one (with better value). With Relay, you save money, setup is nonexistent, and our products offer hotel staff a practical, easy solution.

How to Avoid Mistakes with Panic Button Deployments

July 28, 2021/0 Comments/in Relay for Business /by Travis Aptt

When creating disaster preparation plans it can be incredibly complicated, not to mention time-consuming to run through potential worst-case scenarios. And while it’s crucial to truly try to envision every horrible thing that could happen, sometimes imagining it is worse than the actual event.

As you get ready to implement your panic button plan for your hotel or resort, you might want to have a few run throughs first.

At Relay, we’re proud that our devices connect workers and empower them through the use of a panic button and a completely connected cellular network. Contact us to find out how to empower your staff through connectivity with a device that alerts anyone to potential danger.

Learn from fire drill protocol

Many agencies offer tips on dealing with emergencies. For instance, the U.S. Fire Administration has clear instructions on how to access and share fire safety materials in hotels and motels. One of their tips includes creating handouts, with the advice to customize and share the flyer. And since most hotels understand how important it is to keep guests safe in the event of a fire, some hospitality groups have specific advice for conducting a hotel evacuation drill. What none of these organizations offer yet, is a complete tipsheet for dealing with panic button issues or mishaps.

How to anticipate what might go wrong with your panic button plan

Since there’s no universal information for troubleshooting your panic button plan, we came up with a list of what could go wrong and how to avoid it. This is in no way a complete list, nor is it meant to take the place of any safety protocol advice from your local law enforcement agencies.

Some worst case scenarios you might be able to avoid:

Staff refuse to use their panic buttons
While properties nationwide face crowds of visitors again, staffers might feel overwhelmed by the new regulation and protocols. And let’s face it, they might simply refuse to use panic buttons.If your staff balks at the idea of keeping a panic button on them at all times, clearly explain why this is not an option. Panic buttons exist for remote staff safety. It also keeps their co-workers safe, since one person might be able to contact help for a colleague. And if they still try to refuse, you might have to set up random spot checks for panic buttons. Better yet, consider rewarding the staff who vigilantly wear and test their own panic buttons.
People forget to charge their panic buttons
Some people aren’t great at keeping their devices charged, and that might affect your overall safety plan. If staffers forget to charge their panic buttons, you’ll have to set up many more areas to charge devices. That could be power strips in break rooms or even adding power banks to the tools they use daily. And consider implementing a check in a few times daily to ensure their panic buttons are charged.
Guests worry your property isn’t safe or that they’re being recorded
It’s entirely possible that your guests will start to wonder about the panic buttons worn by your staff. You’ll have to preempt any safety concerns they have by adding verbiage to your in-room documentation to both reassure them that you’re simply following new state mandates. Consider wording that is matter of fact, while offering links to the state website issuing the panic button directive. You might also want to have someone on staff to answer guest questions about safety, privacy and more.
The worst happens
Nobody wants to believe that a staffer might be assaulted by a guest, but it’s a sad reality. It’s also the reason the panic button mandates are being rolled out nationally. You’ll need to tap into the wisdom of either your PR team or one that handles crisis management and issue a statement to stay on top of rumors. Hopefully, the presence of a panic button means the remote staffer was able to reach help in time. If that does happen, consider framing the experience as a success story and your property’s new commitment to keeping staff and guests safe.
You bought the wrong system
Maybe you spent too much or were trying to get a bargain. Or maybe you bought your panic button system and it isn’t the right fit for you and your staff. We’ve been creating ongoing content to help those in the hospitality industry navigate the confusing path to choosing the right panic button system for you and your staff.
Staffers forget how to use their panic buttons
Luckily for all of this, it’s an easy fix. Set up drills, role play, weekly check-ins or anything that makes staffers comfortable with using their panic buttons.
Staffers are careless with their panic buttons
This one is a bit tricky. Since your staff is required to carry panic buttons provided by you, they might end up being a bit careless at times. Consider investing in cases with bumpers and clips to keep panic buttons affixed to uniforms. And have signs in staff locker rooms reminding them to take their panic buttons out of uniforms before washing.

The Relay difference:

If you’re ready to set up your own network of panic buttons, look no further than Relay. Our products are affordable and efficient. Relay is an easy to deploy, flexible panic button. Best yet, it’s also an elevated communications solution, so you’re combining two critical line items into one (with better value). With Relay, you save money, setup is nonexistent, and our products offer hotel staff a practical, easy solution.