Summit Cove: Improving the Customer Experience with Two-Way Radios

dec-2014-newsletter-summit-cove

Ok, so your ski resort or hotel has finally become a winter wonderland and it’s the busiest time of the year for your well trained staff. You’re expecting the guests to come pouring in during the holidays… But, are you prepared to give them the best vacation experience of their lives?

Not if you don’t use two-way radios to help your staff communicate better and stay coordinated.

Summit Cove, a property management company with over 300 properties in Keystone Resort Colorado, decided to switch to BR250 two-way radios because they needed instant communication for their staff to work more efficiently. Peter R., the owner of Summit Cove said, “Originally we were using phones with radio like features that worked on a network, but they were not very reliable.” The staff also realized that, “When they needed an immediate answer from another staff member, pulling up a schedule to determine which members were working, pulling up their phone number, calling and hoping they answer was not really a good option,” said Peter.

The entire Summit Cove staff switched to using RCA radios and equipment. The housekeeping, maintenance and guest services team are all using BR250 radios as well as the check-in and operations teams at both of their local office locations. To have radio coverage over such a large area, Discount Two-Way Radio helped Summit Cove design and set up multiple repeaters to cover their entire service area, allowing for real time communication with their entire operations team. Peter said, “We have recently upgraded to two repeater channels so that our Housekeeping, Maintenance and Ops teams can expedite communication without the interference of cross-talk and we have seen an increase in productivity.” He went on to say that, “We have been able to cut down the amount of time it takes us to respond to customer’s issues to under 5 minutes.” The instant communication that using two-way radios has provided now allows Peter’s staff to cut out the simple but time consuming steps they used to take to contact others for assistance and it has greatly improved how they complete their daily tasks.

The staff at Summit Cove said they were grateful to have two-way radios during a recent power outage. “We had a power outage and the Verizon Wireless tower and our radio repeater towers went out at the same time. We had over 700 guests staying with us at the time and our office phones were down so we switched to our radio to radio channels. We were able to still communicate with another area of the resort that still had internet access and we were able to talk down the road with them to give the information our front desk needed to keep checking guests in. In the hospitality industry our hourly cost of operations gets incredibly expensive if we have to sit and wait for the phones and power to start working again,” said Peter.

Peter R. and his management team have been very happy with the radios they’ve gotten from Discount Two-Way Radio because they’ve helped them provide better service to their rental clients, and served them well during emergency situations. Moreover, Summit Cove has enjoyed the relationship Discount Two-Way Radio has built with them. “Ordering is super easy. When we order new radios as our operation expands, DTWR pre-programs them and we have them in our hands in what seems like the next day or two,” said Peter. He continued on to say, “Their warranty repair work is done fast and returned back to us quickly…DTWR has been a pleasure to work with and extremely easy to communicate with!”

If your resort or hotel is looking to increase your daily efficiency and improve your customer service, give the wireless communication experts at Discount Two-Way Radio a call and they will help you immediately.

After all, happy customers are return customers!

To view Summit Cove’s website, visit this link: http://www.summitcove.com/

What Is Best for Your Guests?

hotel-housekeeperSummer travel time is the busiest time for many hotels and hospitality businesses. It’s make or break time and providing a memorable, pleasurable experience for your valued guests means having reliable, instant communication between your staff members.

Four years ago, the manager at a Florida Hampton Inn gave us a call and was very upset that she didn’t have the radios she needed to get her through the busy Summer season.

She stated that she had been ordering small, one-watt, walkie-talkies that were considered to be entry-level radios. They were surprisingly expensive and they still weren’t getting the job done.

First, her radios weren’t powerful enough to cover the range of the whole property, so her staff would lose contact or “drop out” now and then. This was becoming a big problem for her because when guests were requesting assistance or services she was unable to have her staff respond in a timely manner. When her guests had to wait too long for assistance, this unintentionally created a “situation” where she had to deal with unhappy guests. In the hospitality industry, good communication and great customer service is everything.

Second, these entry-level radios kept breaking down and became useless by the end of the busy travel season. Since these radios were, for all intents and purposes, “disposable” radios, she was having to buy new radios every Spring at the cost of about $3500 per year. This is an unnecessary expense that could be completely avoided.

Third, the vendor she was ordering the radios from never checked to see if these radios were even right for the hotel before shipping them out…they just booked the order and collected the cash.

In the hospitality industry, if you treated YOUR guests that way, do you think they’d ever come back?

We asked her, “Why are you even buying these radios if they are not working for you?”

She responded with, “The radios were corporate approved…I just figured they were what we needed.”

We said, “Well, now that we’ve established that these radios are clearly NOT what you need, are you required to order from this vendor?”

She said, “No, we can buy from anyone we want.”

So we reviewed some basics with her and delivered the RCA BR250 which is a commercial-grade radio that is slightly more expensive than what she was using. It’s a 4-watt radio which is powerful enough to cover the entire property, durable enough to withstand everyday use, and yet light-weight, compact and easy to carry around. We even helped her pair her radios with the appropriate accessories for her type of industry.

And, you know what? They’re still using those same radios four years later. The employees at the Florida Hampton Inn still love their two-way radios and they’ve reported improved customer response times and an overall more efficient workplace.

Evenmore, they haven’t had to go through the hassles and headaches of replacing their radios each year which has saved them over $10,000.

In any industry great communication is everything and at Discount Two-Way Radio we’ll listen to your needs and get you the right radios…the first time…right away.