The Critical Role of Customer Service in Hospitality: A Lesson for Tech Providers

Lindsey Fine
November 12, 2024

From the moment guests enter a hotel lobby to the moment they check out, every interaction with staff shapes their experience.

In fact, positive past experiences are the leading factor in consumers’ choice of travel brands, according to McKinsey.1

We can all learn from this focus on service by adopting the same commitment to creating memorable client experiences.

In this article, we’ll explore:

  • Why customer service is essential for hospitality
  • Key elements that create exceptional service
  • How tech providers can apply these same principles to their client relationships

Why Customer Service is Essential in Hospitality

The hospitality industry thrives on one thing: delivering memorable experiences. But what makes service exceptional? Here are three core factors:

  • Guest experience: Today’s guests expect more than a clean room. They want personalized service and fast responses. 88% of customers say good customer service makes them more likely to return. Great service creates emotional connections, turning one-time visitors into regulars.

  • Employee engagement and service quality: Simply put, happy employees provide better service. Celebrate and reward employees. Best-in-class service is about treating customers with generosity and care.2 When leaders treat staff with the same generosity they expect employees to show guests, the result is consistent, high-quality service.

  • Operational efficiency: Great service keeps your guests happy, and improves operational flow. This means your staff can manage more tasks in less time, improving productivity. The result? Satisfied guests, lower operational costs, and higher revenue from repeat business and reviews.

Our digital tipping app is designed with these efficiencies in mind, giving hotels a seamless way to engage guests while streamlining internal processes.

A Great Tipping App Backed by Better Customer Service

Hotels thrive on delivering great service, and tech providers should aim for the same. At Shiny, we treat our clients like hotels treat their guests—with fast, helpful support and reliable tools.

We understand that hotel managers need fast responses, just like their guests. That's why we respond to client questions within an average of two minutes. Whether you have a question about how our app works or want to suggest a new feature, we’re here to help seven days a week. After all, hotels don’t close, so neither does our support.

A Marriott General Manager put it best: “Awesome, thank you for your quick and effective work.”

Beyond providing a top-notch tipping app, we’re committed to being a trusted, reliable partner, available whenever our clients need us.

Three Ways Tipping Apps Improve Service Quality

Digital tipping is making it easier for guests to show appreciation and for employees to feel recognized instantly. Shiny’s tipping app improves service quality in three impactful ways:

  • Reduces Turnover: When employees feel valued, they’re more likely to stay, reducing turnover by as much as 50%. This creates a positive cycle where happy employees provide better service, leading to satisfied guests and increased loyalty. 75% of customers are more likely to recommend a business with great service.3  

  • Drives Employee Morale through Instant Recognition: With Shiny, guests can tip directly from their phones, providing immediate appreciation. This real-time recognition boosts employee motivation, inspiring them to go above and beyond.

  • Provides Operational Insights for Smarter Staffing: Shiny’s data reveals helpful patterns, like guests tipping more on weekends, allowing hotels to optimize staffing levels. This ensures top-notch service during peak times and streamlines operations.

Tech Providers Should Focus on Service, Too

Good service doesn’t stop at offering a great product. How we treat our clients matters just as much. Providing timely support, clear communication, and an easy-to-use platform are key to our clients’ success.

At Shiny, we believe in offering the same high-quality service to our clients that hotels offer to their guests. 80% of customers say the experience a company provides is as important as its products or services, which is why we ensure our support is as seamless as our platform.

Support and Communication

Just like hotel guests expect quick responses, our clients expect efficient support. Whether it’s solving a problem or explaining how to use tipping data, we make sure our clients get the help they need.

Upskilling and Teamwork

Just like hotels invest in upskilling their staff, we empower our clients to get the most out of our platform. Shiny’s tools also promote teamwork, allowing staff to communicate and recognize each other’s hard work.

Service Drives Success

In hospitality, great service is the key to success. It keeps guests happy and builds loyalty. The same lesson applies to tech providers. By adopting the same service-first mindset, we can foster strong relationships with our clients and provide them with the tools they need to succeed.

Shiny’s digital tipping platform not only helps hotels drive employee satisfaction but also improves the guest experience.

Want to see how Shiny can help? Contact us today for a custom demo.

Sources:

  1. https://www.mckinsey.com/industries/travel-logistics-and-infrastructure/our-insights/how-the-worlds-best-hotels-deliver-exceptional-customer-experience
  2. https://www.mckinsey.com/featured-insights/mckinsey-explainers/what-is-the-future-of-travel
  3. https://blog.hubspot.com/service/customer-service-stats