24/7 Software Blog

The days of dial-up are gone. (Long gone.)

But, operations are still using “technology” from the days of old.

Are you?

We hope not, but you probably are if you don’t use real-time communications on your property.

Today’s operational environment requires your team to be fast acting.

Everyone knows technology is evolving daily, which comes with the demands for maximizing your performance.

We get it; the stress of this can be overwhelming.

But, our question is this:

Why are you still running your operation as you did two years ago?

If that’s a hard pill to swallow, consider this.

Each day that passes – technology evolves more than the day before.

Even two years ago, it took a lot longer to develop your operation.

Do you agree?

Nowadays, as in 2018, there are new software applications created often.

This software is shaping the future of property operations like yours.

There are two sides to this coin, and you must decide which one you want to be on today – before 2019 rolls around, and you’re even farther behind.

You can embrace the speed of communication and data exchange required for modern-day operations, or you can continue running your operations using antiquated software and processes.

The latter puts you behind the eight ball and always playing catch up.

It gets worse too, because now your customer experience and revenue declines, while your risk increases.

Yikes!

Here’s the hard truth you need to know:

You must use operations management software to maximize real-time communication capabilities on your property to keep up with the demands of the evolving operation environment.

That way you can ensure the longevity of your operation.

Are you ready for Proactive Operations?

“There aren't very many scientists who achieved rock star status. Stephen Hawking, who has died at the age of 76, family members told British media early Wednesday, was definitely a contender,” writes Joe Palca in their latest NPR article entitled “Stephen Hawking, Who Awed Both Scientists And The Public, Dies.”

"He was a great scientist and an extraordinary man whose work and legacy will live on for many years,’ the family statement said, according to The Guardian. ‘His courage and persistence with his brilliance and humour inspired people across the world. He once said, 'It would not be much of a universe if it wasn't home to the people you love.' We will miss him forever," Palca’s article continues.

According to the NPR article, “Hawking was probably the best-known scientist in the world. He was a theoretical physicist whose early work on black holes transformed how scientists think about the nature of the universe.”

“But his fame wasn't just a result of his research. Hawking, who had a debilitating neurological disease that made it impossible for him to move his limbs or speak, was also a popular public figure and best-selling author. There was even a biopic about his life, The Theory of Everything, that won an Oscar for the actor, Eddie Redmayne, who portrayed Hawking,” explains Palca.

Today, we remember Stephen Hawking.

We celebrate his life, recognize his achievements, and remember the impact he made on the scientific community – and the world.

From his sense of humor to how he reshaped our understanding of physics, Hawking awed all of us.

So, as we remember him and reflect on how he impacted our lives, we have a question for you:

• Have you and do you continue to awe your customers?

It’s an important question because it’ll shape the legacy you leave behind one day.

Let’s work together to create an environment on your property that leads to customer memories you can be proud of every day.

Communication among personnel is a leading factor in the success - or failure - of your operation.

Your team needs to be in unison or things won’t run smoothly.

Stress caused by lousy communication is overwhelming in itself.

We’re sure the long-term effects reflect poorly on your bottom line too.

We always talk about controlling chaos, but in this article, we’re going to skip that concept and jump right into something even more critical.

How do you create order in the midst of your already established chaos?

How do you improve communication among all your personnel while getting the details you need on time?

Bad communication will have devastating consequences on an operation.

Do you agree?

When the problem goes for an extended length of time without being handled, it accumulates and then affects every aspect of your operation – negatively.

But before we fix it, we’re going to establish the root of your communication problems.

We need to understand where the breakdown is and what is associated with each and every factor of it.

Do you invest a lot of time teaching your staff?

Now, do you invest enough time training them on how to communicate effectively with your customers?

With so many things going on at your property and the possibility of turnover, you’re challenged with ensuring that staff properly interacts with customers.

We know this is difficult.

If they underperform, it affects every area of your operation, which ultimately affects the whole organization.

To be frank: If your team fails to execute, then the entire property is a failure.

How do you solve this customer service puzzle?

You have workers from all walks of life, with different skill sets and training experiences.

Your experience in Proactive Operations got you this job.

You landed a Director position at your new property.

You’re charged with employing Proactive Operations here.

But, you’re not sure what to expect.

Fifty minutes before today’s event starts, calls start coming in through your incident management system and radio.

You notice something unusual.

At first, you wait for a little to diagnose the issue.

But then more calls come in.

This property has many more incidents than your former property, but they use the same resources.

They only use radios.

It’s time to change your approach.

You know you’ve got to deploy incident management mobile apps – and it has to be done today.

So, is your incident management affected by the lack of proactive communication?

“Residents of some Maine islands say lack of decent internet is keeping them from participating in the economy. Jobs are in short supply and telecommuting isn't practical,” according to Fred Bever’s recent Weekend Edition Sunday podcast on NPR entitled “For Maine Islands, Internet Means Opportunity.”

Weekend Edition Sunday’s host, Lulu Garcia-Navarro, explains in the opening comments of the report that “If you've ever dreamed of moving to an idyllic vacation spot, Maine's coastal islands offer a cautionary tale. Jobs are limited to lobstering, boat building and caretaking of summer residences. And lousy Internet service makes telecommuting difficult to impossible. But now some Maine lobstermen and would-be telecommuters are banding together to pay for costly infrastructure they hope will help preserve a threatened way of life.”

While Maine’s coastal islands are not your property, this story offers an excellent lesson.

The lack of Wi-Fi infrastructure present amongst properties is improving – we’ve certainly noticed. However, not all properties have invested in this upgrade.

In fact, Bever’s report is a cautionary tale on the current limitations associated with having limited or poor Wi-Fi infrastructure.

It’s also a familiar setback many organizations continue to face.

Communication between staff, whether they can perform their role on the fly, and your ability to interact and support guests is greatly influenced by your property’s Wi-Fi infrastructure.

How does your property match up? Is it up to par?