Without the right training tools and procedures in place, hoteliers risk hurting the guest relationship with poor employee knowledge and communication. A lot of inefficiencies come from new technology — but a lot of hoteliers rely on technology companies to assist with that new tech guidance. So do tech companies offer the employee training hotels need?
“Not always,” said Alan Zaccario, VP of information technology for New Castle Hotels and Resorts. “Ironically, the most complicated systems have little in the way of training. They rely more on vendor engagement.”
For instance, high-speed Internet access is extraordinarily complex, Zaccario said. Perhaps too complex for the average hotel staff to master, he continued.
“So most companies provide a portal or control panel online to provide some basic management and troubleshooting actions,” he said. Read More