Unlike many industries struggling to adapt to changing technologies, hotels have experienced significant business growth within the past decade. Our eBook, “Hospitality Trends for 2018,”…
To increase their value proposition, hotels need to leverage their biggest asset to make sure guest experience is the best it can be: their frontline employees.
The Watergate Hotel, in Washington, DC, and 1 Hotels, for three US locations, recognized the path to improving their customer service was through their frontline teams, who have the most personal interaction with guests. By implementing digital strategies, including a team app that connected their mobile hospitality team to internal communications, the hotels could build an engaged workforce and create brand ambassadors to make every guest’s stay a great experience.
Though each hotel brand had different goals, they both selected Beekeeper for their internal communication strategy, recognized as the Most Innovative Hotel Technology and Best New Hospitality technology. Beekeeper has since delivered compelling results for the hospitality business of both The Watergate and 1 Hotels.
After investing $200 million to renovate the physical space, the Watergate Hotel wanted to do an internal communications remodel. From the front desk to housekeeping to the restaurant, leadership wanted to connect their entire staff in real time with no gaps in communication. This was critical for an integrated internal communication system in order to maintain, and improve upon, their reputable guest service.
The Watergate launched Beekeeper’s group messaging app to connect employees on their mobile devices. They also eliminated the traditional group messaging method of bulletin board notes where many messages were missed. Instead, digital signage aligns internal communication between all employees, especially the night and day shift, for continuity of guest service.
Leadership wanted to communicate with staff about events such as VIP guest arrival. They also wanted to empower their employees by using the Beekeeper team app to:
As for the results after Beekeeper took over internal communications? The Watergate has seen a spike in the hotel’s Tripadvisor scores and reviews, a big influencer in recruiting new guests.
“Beekeeper has revolutionized the way we talk. It’s the foundation of our culture and community, and it’s an integral part of our daily operations.” -Jeff David, Managing Director, Watergate Hotel
1 Hotels also wanted to align staff to their core vision of sustainability. Their dedicated maintenance team needed a way to keep colleagues up to date on project statuses around the hotels. With Beekeeper’s team app, 1 Hotels gave every department, and every employee, a voice in the company and the ability to communicate with one another. Their previous internal communication tool was a consumer app that kept information in silos separated by department. Beekeeper gathers internal communication into one digital workplace for anytime, anywhere access to mobile collaboration.
In their quest to reduce turnover, 1 Hotels has a morning in-person “rally” where employees gather pre-shift to learn about the day’s events over the Beekeeper app together. Leaders can track employee engagement through surveys to make sure their teams are happy in their jobs.
Eliminating information silos has done wonders for internal communication at 1 Hotels. Employees quickly adopted Beekeeper, even calling the team app contagious, and the results are powerful.