Nov 28 2024
Automation has taken over the business landscape. Digital tools conduct dozens of tasks once done by humans, from filing to reporting.
It is hardly surprising that this has triggered distrust and fear in many employees. What will happen to their jobs? A general sense of discomfort is palpable in various sectors. IT help desks may become redundant. Customer service may get outsourced to faceless tools.
It’s critical to remember that automation technology works best with human collaboration. In informing clients about new offerings, automation often complements, not replaces, human input.
One business area where automation can bring excellent rewards is front desk management. Your organization’s reception is often the first touchpoint for clients and guests. It sets the pace and mood for their future interaction with your service or product. The front desk should epitomize service excellence—a feat automation can achieve.
A standard front desk task is recording visitor details, like name and purpose of visit. The process can be time-consuming, making tired guests impatient. More businesses have now switched to an automated visitor management system. It removes manual or human-led work from this role.
These tools allow business visitors to check themselves in through kiosks or smartphones. They include the necessary safety information, such as identity proof and photographs, and this information goes into a secure cloud-based system. Finally, the tool notifies the required employee through your chosen method. For example, you can use Microsoft Teams or Google Chat.
Besides being faster and completely automated, these systems simplify data management. Businesses can access centralized visitor information for auditing, reporting, and decision-making. Greetly finds that front desk automation reinforces branding and streamlines third-party contractor management.
When an incident strikes the workplace, the front desk is where all the action is. Service-based industries like hotels, spas, and gymnasiums often encounter incidents like customer complaints. The front office must maintain effective communication with the back office to resolve incidents.
An incident reporting system will file a report and contact the right department. For example, the health and safety team must step in to tackle an infestation in the restaurant. These systems can also compile reports and derive useful insights, allowing you to prevent future incidents.
Pick incident reporting systems that run root cause analysis, letting you see which factor had the maximum impact: service, departments, or employees. The tool should integrate notifications to the concerned teams in the back office.
Think about the daily notifications from businesses you have encountered: apparel stores, cafes, and restaurants. We bet that was a cluttered, irritating thought. Few customers like constant notifications, even if they involve deals and discounts. (Anyhow, many such offers have hidden conditions.)
Businesses must communicate with customers to maintain relationships. However, balance and sensitivity are crucial. The front desk can use an automated customer communication system to identify the best way to tailor client interactions.
For example, these systems can inform you about upcoming events in a customer’s life. The chances of a sales-related message not getting ignored may be higher before a birthday.
Some restaurants now use robots like Hilton’s “Connie” and Softbank’s “Pepper” to manage guest experiences. Harvard Business Review notes that robots have many benefits. Consider the benefits: no sick leave, no burnout, and no risk of spreading infections.
We recommend caution when considering this rather drastic front desk automation shift. Despite the advantages, robots may misunderstand the full spectrum of human expectations and emotions.
Robots may be the best for routine tasks, leaving the more creative aspects to human employees. That way, the likelihood of anyone feeling threatened is reduced. Employees will be free of monotonous handling. Consequently, workers may feel encouraged to brainstorm fresh business ideas. It’s a win-win.
Besides visitor management, the front desk shapes impressions. The receptionist’s content, visual aids, and tone influence a guest’s perception. Generative AI can help you automate and improve this aspect of front desk management.
Lately, Gen AI has developed an ambiguous reputation in some creative sectors. It has fueled doubts about ethical concerns and authenticity. When you assume active responsibility, you can help the business tailor specific experiences to diverse customers.
Generative AI can leverage client data to craft personalized and engaging communication. For example, you can use Gen AI to simplify front desk materials into smaller sections. It will reduce customer confusion and enhance productivity.
KPMG reports that 65% of executives feel Generative AI will affect their firm within 3 to 5 years. Exploring it at this stage can give your company a first-mover advantage.
Front desk improvements don’t seem vital to many business owners. As a result, they often get pushed to the back burner. The reception is the face of your company. Keeping it updated and efficient will have far-reaching advantages for your business. Automating front desk management can pave the way for a productive, customer-centric organization.
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