Implementation of a Chatbot in an independant Hotel slides share

Session 3 classwork : enclosed the link for the slides shares for Implemention of a chatbot :



Implementation of a Chatbot in an independant Hotel slides share

Session 3 : implementation of a chatbot in an independant hotel

Create an Action Plan that will successfully launch a chatbot for a non-chain hotel:

Considerations:

- What are success measurements?

- accessibility,
- easy-to-use device,
- can be used 24/7,
- enables guests who are not very keen on human relationship to be autonomous in their expression of needs
- it can help promote new services the guest has not thought of by making suggestions thus it can encourage more consumption
- the hotel is better known and its reputation is more widely spread via social media


- How to involve the staff, what jobs does it impact, how ?

- internal training sessions for all categories of staff
- need to develop digital jobs in order to facilitate the use of the chatbot by the guests and to analyse their answers in order to answer them in the most accurate way.
- At first, it will create some digital jobs, but afterwards it will have an impact on all guest relation jobs (receptionist, concierge, reservation agent, etc.) :





- What is your Guest Experience strategy for bot use?

The aim is to put in place a surprising and innovating experience four our guests, in order that using the chatbot is a pleasant experience.

We want to deliver a real change to our guests, and arouse our guests curiosity.


- How will the strategy affect the images, text and answers delivered by the bot?

The use of the chatbot should enable our guests to be eager to come to our hotel, and stimulate their desire to come and visit us.

The image conveyed by the chatbot should refer to the values of our hotel, and inspire what we are ready to offer at arrival.

Text and answers delivered by the bot should be straight to the point, but always in a welcoming manner.

Hospitality should always be the connecting thread of the virtual conversation between our hotel staff and our guests.


- How will you make the Guest aware + use the bot?

word of mouth, social marketing, promotional campaign on social networks and online travel agencies websites.

Homework Session 3 Chatbot and AI

1. Read Article - There's a Bot for That - DONE -
2. Be sure to click through links + watch video 2 - DONE -

• Definitions - in your own words
• What is a chatbot, what is AI:

A chatbot is a Facebook Messenger conversation between an individual (a person, a consumer) and a robot software using Artificial intelligence to answer questions in a simple and easy human language.

“chatbot” is a term combining the concepts of “chatter” and “robot”.

AI stands for Artificial Intelligence: a machine uses functions associated with human minds, such as "learning" and "problem solving".

• Visual image to define chatbot plus AI:

• Key question
• How do you think bots on social media (especially Facebook) will impact hotel bookings, in the future

Social media optimization is crucial nowadays, bots will have to be the most attractive, accurate and customer-oriented in order to have the best customer relationship and encourage users to book a specific hotel rather than another one, sharing their experience on Facebook. 

It allows an automated personalization of customer experience, studying consumer habits and saving a lot of time, with an immediate availability 24/7.

It is the opportunity for a brand to be present and visible in a permanent way on widely used communication media.

LUXURY HOSPITALITY IMAGE WITH KEY WORDS

HOMEWORK SESSION 2 PERSONAL DEV REPUTATION

Homework Assignment for Session 2

1.    Think + create a statement that describes what you want to be known for, what expertise + talents you wish to feature:

I have been working for Air France for 28 years, always in contact with customers, which provides me with a strong commercial background.

I am strongly customer oriented, and aware of the importance of being careful, and always listening to customers’s feedback.

In my last position, I was in charge of implementing Global Corporate Contracts concluded with major Companies implemented all over the world.

Global Account Managers are in charge of negociating the contracts with the Companies, and once it is done I was in charge of the implementation part.

I was also in charge of the servicing actions linked to the corporate travellers of those Companies having an agreement with us, in order to facilitate their corporate trip and that they have a good trip experience.

I also really appreciate group work and will always willingly assist colleagues if necessary.

I am also very thorough in my job, always anxious to improve my skills and work in compliance with the procedures.

2.    Read an article on Optimizing Your Linked In Profile: done.

3.    Research at least 5 job posting for the type of position that you see as your next career step:

-          Customer Advisor:

Key Purpose of the Role:

To act as a vital part of the team delivering high quality, responsive and accurate 'first contact' services to customers.

Responsibilities of Customer Advisor:

* Deal with all forms of customer contact at first point of contact, seeking first contact resolution wherever possible.
* Take ownership of customer queries, working within agreed customer standards.
* Provide accurate and up to date information…

• To guide, inform and assist customers

• Natural interest in people and a desire to help customers in many different and sometimes diverse situations

• Ability to learn and retain a high level of product information…

-         Customer Service Representative:

Customer-oriented service representative.

This person will act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency. 

The target is to ensure excellent service standards and maintain high customer satisfaction.

Strong communication skills required.

-          Customer Service Manager:

If you have relentless desire to drive process improvement and motivate and lead a team of exceptionally driven, customer-obsessed customer service associates and team leads, all while analyzing systematic issues and implementing solutions to challenging problems.

A Customer Service Manager (CS Manager) sets the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, maintaining singular focus on ensuring and improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolutions.

-          Event Organizer:

If you're outgoing, self-motivated and have a proactive approach to work, you may enjoy working as an event organiser

As an event organiser you'll have responsibility for putting on a range of events.

You'll manage the whole process from the planning stage, right through to running the actual day itself and the post-event evaluation.

The role is very hands-on and often involves working as part of a team.

Responsibilities

As an event organiser, you'll need to:

·         liaise with clients to find out their exact event requirements;

·         produce detailed proposals for events (for example, timelines, venues, suppliers, legal obligations, staffing and budgets);

·         research venues, suppliers and contractors, and then negotiate prices and hire;

·         manage and coordinate suppliers and all event logistics (for example, venue, catering, travel);

·         liaise with sales and marketing teams to publicise and promote the event;

·         manage all pre-event planning, e.g. organising guest speakers and delegate packs;

·         coordinate suppliers, handle client queries and troubleshoot on the day of the event to ensure that all runs smoothly and to budget;

·         manage a team of staff, giving full briefings;

·         organise facilities for car parking, traffic control, security, first aid, hospitality and the media;

·         make sure that insurance, legal, health and safety obligations are followed;

·         oversee the dismantling and removal of the event and clear the venue efficiently;

·         produce post-event evaluation to inform future events;

·         research opportunities for new clients and events.

Skills

You will need to have:

·         organisational skills and attention to detail;

·         communication and interpersonal skills;

·         negotiation skills when looking for the best price from venues, suppliers and contractors;

·         time-management skills and the ability to work under pressure to ensure the efficient running of an event;

·         project management experience;

·         problem-solving skills and diplomacy;

·         sales a marketing skills to promote the event and attract sponsorship;

·         the ability to manage budgets as you'll be responsible for event budgets;

·         a flexible, target-driven, proactive approach;

·         administrative and IT skills;

·         self-motivation and enthusiasm.

-         Guest Ambassador:

Guest Service Expectations: 

·         Smile and make eye contact

·         Welcome with a warm greeting

·         Energetic and enthusiastic service

·         Entertain with hospitality

·          Thank and appreciate the business

 
Essential Job Functions: 

·         Maintains the reception area by assisting team members, guests, applicants and all visitors.

·         Enthusiastically welcomes all team members and visitors, and transitions them to the appropriate staff member.

·         Responds to needs of guests, applicants and team members or directs them to the appropriate person or department in an expeditious manner while maintaining exceptional customer service.

·         Answers incoming phone calls and ensure that calls are directed to the appropriate team member or department.

·         Assists guests, applicants and team members by maintaining team member and department directories.

·         Maintains a positive and welcoming presence while conducting oneself in a professional manner at all times.

·         Responsible for building, maintaining and nurturing relationships with team members, guest and all visitors.

·         Maintains a safe and clean reception area by complying with procedures, rules and regulations.

·         Responsible for the department inventory and ordering of supplies.

·         Prepares outgoing mail; sorts and coordinates the distribution of incoming mail.

·         Provides administrative support to the department.

·         Assists as needed with team member events.

·         Performs all other duties as assigned.

 

Hotel Experience - Session 1

This study has been done by Rafika Klaa and Inès Ramdane.