AccorHotels increases guest satisfaction with Connect Staff by Monscierge

Monscierge and AccorHotels' technical services division in the UK have worked closely to understand the vast amount and variety of data being generated at a property and regional level.

AccorHotels deployed Monscierge’s Connect Staff to its hotel employees across a number of brands in the UK to digitize workflow management, improve response times and increase service levels. The rapid, low-impact deployment yielded immediate improvements in labour efficiency. Data from 100 properties showed that within six months, hotels' average guest satisfaction scores had increased by five points over the control group who hadn't deployed the product.

The usage data generated by Connect Staff across these properties in 2016 showed a clear correlation between lower incidences of guest complaints and refunds when product engagement was highest.

Monscierge releases new platform-data statistics, detailing the impact on hotel revenues and guests satisfaction scores when hotel employees use Connect Staff by Monscierge. This digital tool is an application on Monscierge's Connect platform for workflow and communication management between various departments of a hotel, with data being captured at every touchpoint for business intelligence analyzation.

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Monscierge and AccorHotels' technical services division in the UK have worked closely to understand the vast amount and variety of data being generated and simplify consumption of the results at a property and regional level. This resulted in significant labour savings at a property level where data no longer needs to digitized from paper logs at the end of each month.

The data is extremely useful for furniture, fixtures and equipment investment appraisal, and has also allowed staff to stagger shift times accurately to work around the flow and patterns of reactive maintenance jobs, increasing efficiency.

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