Minimizing the Effect of COVID-19 on Hotels: Ameniti’s Response
Ameniti provides advanced, omnichannel automation for hotels. Our solutions automatically answer both external and internal calls and emails, as well as messages received via SMS, social networks and our own browser-based chat. We take care of guests by helping hotels make the best behind-the-scenes decisions based on their preferred business practices.
For example, in December, we answered 75% of calls (21,000 calls, 975 hours of conversationS) at YOTEL New York, leading to a 75% decrease in fees paid to an external call center, and immensely-reduced final costs. During the COVID-19 crisis, we are answering internal calls at The Roosevelt Hotel, a classic 1,000+ room Manhattan hotel that has been fully booked with nurses and doctors.
Our Vision to Fight COVID-19
As a business that serves the hospitality industry, and as a one based in New York City - the epicenter of the pandemic - Ameniti felt a strong responsibility to take action in the fight against COVID-19. Our clients and our fellow New Yorkers were suffering, and we wanted to help however we could.
To prepare hotels to host guests during these difficult and uncertain times, we started an initiative called Zero-Touch Stay®. ZTS is a compilation of Amenti’s services, adapted to the current situation, which are designed to be practical and cost-effective for all hotels.
Transparent, Updated Information
The safest way to resume travel is providing updated information about safe rooms.
Hotels are currently making enormous efforts to implement precautions that ensure a safe stay for guests and a safe work environment for staff. However, it can be difficult for guests to find information on which safety measures are in place and which services are available at each property.
To address this, we are building a directory of hotels. We provide detailed information on the facilities and amenities available, as well as the preventive and protective measures each hotel has in place.
Transparency is essential right now. For example, if it isn’t clear to potential guests that valet parking has been replaced with self parking, or that your breakfast venue has proper ventilation, prepare for millions of calls and fewer reservations.
Safety for All
At the property level, protecting hotel employees, as well as guests, is a major concern. That’s why we have worked with hotels and the medical community to establish measures, services and a selection of products that ensure safe behavior and minimize the spread of disease.
Repurposing of Ameniti's Services
Efficiency has never been so important for hospitality. Ameniti’s expertise in automation, as well as its existing services, have been an asset to Zero-Touch Stay®. Here are a few examples:
Automated Call Answering and Ticketing
Automating basic, everyday tasks minimizes employee-guest interactions without sacrificing the level of service that guests expect. Ameniti’s automation handles everything from simple questions about procedures to item requests. Our automatic ticketing option provides a streamlined way to fulfill these requests.
AI-Assisted, Remote Check-in
As with many situations in our changing world, check-in has to look different now. Contactless check-in limits in-person contact to keep both employees and guests safe. It also eliminates the need for expensive solutions, including room mobile access.
Massive Credit Card Validation
Touching common surfaces is especially problematic these days. Ameniti securely validates payment methods to limit the passing back and forth of cards during payment.
We’re Here to Help
Through these measures and more, we hope to make both hotels and guests feel safe during this gradual reopening period. Feel free to reach out if you have any questions, or know someone in need of our services.