After a successful six month pilot, ibis Hotels earned this year’s innovation distinction at the Accor UK Gala Awards. The accolade was given for their implementation of Connect Staff, a system designed to benefit both hotel staff and guests by improving communication and accountability between departments. Connect Staff is managed through a cloud-based content management system (CMS) and was developed by the hospitality technology firm, Monscierge. Monscierge first partnered with Accor in 2009 and together have deployed Monscierge Connect products to over 400 branded properties spanning 43 countries.
A new case study released today details how ibis has implemented the new staff tools, and documents the way Connect Staff has changed staff performance and increased communication between departments. The most significant evidence of increased operational efficiency is with respect to the ibis 15 Minute Guarantee. If a guest request isn’t delivered or an issue isn’t resolved within 15 minutes, the guest receives a refund. By deploying Connect Staff, the average response time to guest affecting issue has reduced significantly.
“The system has helped us to reduce the time to respond to maintenance requests by up to 50%.” Frederic Le Bras, Assistant General Manager, ibis London Blackfriars
The intuitive design and architecture of Connect Staff helps with on-boarding new users, with training taking less than one hour per hotel. Senior team members can manage settings, users, and analytics reports, and brands are able to benchmark performance across multiple properties, regions and brands. Brands can quickly identify which hotels are performing well and which need assistance, facilities managers can spot trends and anomalies in maintenance defect reports and make informed capital expenditure decisions. While all of these features allow for management to hone in on the prioritization of workloads, they’ve communicated that the most positive, disruptive change they’ve seen by implementing Connect Staff is the real-time communication and workflow between the hotel teams. With issues appearing instantaneously to the maintenance team and back-of-house teams, staff commented they are better prepared to execute multiple jobs.
“We are getting feedback from the industry that Connect Staff is bridging a communication gap between the staff members that brands rely on each day for guest satisfaction. To really impact and change hospitality, you must have a team that is dedicated to your brand vision and understands how to execute that to everyone, from the back-of-house staff to your VIP guests. .” — Marcus Robinson, Chief Experience Officer, Monscierge
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