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.
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