The Hawaii hospitality industry continues to evolve through an unprecedented transformation over the past three years. In this fascinating evolution, new innovating technology is replacing people. How will this work in terms of customer satisfaction?
Why customer service in Hawaii travel is dead.
Following Covid, we saw that hotels, airlines, and other parts of the industry could not replace workers who had quit or been laid off, even when the business wanted to. The staffing shortages are severe and unending. Not only that, but the cost of retaining hospitality workers has continued to rise steeply. With an industry unable and probably unwilling to provide traditional customer service as we once knew it, something had to give.
Outrigger, a once traditional Hawaii hotel brand started in 1947, is heading in a new direction that uses technology to replace face-to-face interactions. The company was founded by architect Roy Kelley, who worked on many of Honolulu’s iconic buildings, including the old Halekulani Hotel and the former Waikiki Theater. In the 1960s, Kelley bought the old Outrigger Canoe Club Queen Emma’s estate and built the famed Outrigger Waikiki. Then came Outrigger Waikiki on the Beach, and, fifteen Hawaii properties later, the rest is history.
Oracle said that 73% of us are likelier to pick hotels with self-service technology.
At the same time, they reported that 38 percent still wanting an entirely self-service model. Outrigger is an early adopter of new technologies coming to the rescue of an industry lacking customer service. The company is implementing technology to provide immediate customer service contact points via guests’ smartphones. That includes making changes to reservations, checking the status of reservations, obtaining a room refresh, getting fresh towels, or requesting a late check-out, among other things.
The Outrigger team will be able to connect with guests in real-time. That’s true no matter the method guests prefer, from texting, web chat, web apps, Facebook, and WhatsApp. A side benefit is that it doesn’t matter what language a guest chooses since translation is a natural part of the new digital communication.
Another benefit is that guests’ data can easily be gathered and analyzed. How many guests requested a late check-out or additional towels, and at what point in their stay did those requests occur? That helps hotels plan in advance for what guests are likely to want.
Other helpful features include weather updates, notifications of changes to restaurant hours or other amenities, and all other guest updates. Outrigger said, “We understand that first-class technology with a human touch plays a critical role.”
Question: would you rather get a foreign call center or speak with a chatbot?
For us, it’s a toss-up. One large vacation rental management company we know moved all their customer service and reservation agents to a Philippine call center. We’ve spoken with them, and it wasn’t great. You also know of our recent experiences with the Hawaiian Airlines call center in the Philippines, and it simply wasn’t good either. Read $700 Fare Change On “No-Change-Fee” $100 Hawaii Airfare.
There’s no doubt that customer service in Hawaii travel isn’t what it used to be. Following the great resignation, the entire industry is just trying to keep its head above water.
Technology solutions replace time-proven customer service.
Hawaii hotel company Outrigger, with 15 locations in four islands, is taking the lead in this area and has decided that the way to solve the lack of customer service dilemma is primarily to replace it. Their goal is to improve guest communications, improve efficiency, and provide a new high-quality guest experience.
Outrigger said, “The marriage of technology and travel has become paramount. Our growth and development strategy incorporates technology for both our guests and hosts as well as front- and back-end operations. This provides an ease in interaction while enhancing the guest experience.”
Our take: There’s no one to call. Customer service is dead, but we’ve still got you covered 24/7. Your editors have experienced high-quality hands-off hotels before and, honestly, the experience wasn’t bad. But how will it work here in Hawaii?
How does the human touch remain with an all-technology solution?
Can an industry founded on high-touch customer service succeed in a new all-technology paradigm? We’d say, as long-term technologists, that it won’t be easy, and there are bumps in the road ahead.
Our suggestions on technology customer service:
1. Use video communication as frequently as guests desire. When some anonymous chatbot can’t meet the guest’s expectations, Hawaii travel companies should make it fast and easy to go face to face with guests online.
2. Mu;ti-channel, easy-to-use customer service wherever guests want. Companies must be where guests are, no matter the technology they prefer. Some travel companies and Hawaii-centric airlines do great on Facebook direct messaging and Twitter, for example. But what about guests who don’t use those? Does your hotel have a FAQ section online? What about forums or a knowledge base? These are great adjuncts.
3. Email is waning; real-time is gaining. Guests don’t want to send an email without any idea when it will be responded to. They want to know that they are immediately being taken care of.
4. Don’t go too far, too fast. Chatbots can occasionally be helpful, but they are often frustrating. Make it frictionless to get from the help that doesn’t work for a guest to help that does. A balanced approach is indicated.
5. We like check-in kiosks and digital locks for hotels and vacation rentals. It’s great to check in at our convenience, unattended. But when it doesn’t go as expected, we want to have help nearby.
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During a recent visit to Hawaii this summer it was hard to feel that Hawaii businesses
s appreciates people who visit the islands.
Most local people we encountered were wonderful, however when interacting service industry related staff (car rentals, hotels, restaurants, etc) customer service was severely lacking.
Lack of smiles, heavy sighs when asking simple questions, employees chatting about their night out with “Dereck” while customers are waiting to be taken care of was the norm, not the exception.
Resort fees, 20% service/tipping, fees for returning your car early, fees for checking in a bag, OK, thats the way things are now, and it’s expected I guess. But can you at least provide adequate service and a smile to your guests
The disappearance of live customer service makes me very sad. Our family has many years of fond memories of the Outrigger and its staff. They welcomed us with the spirit of Aloha and the warmth of Ohana. Technology can be used to book a room, but human iteraction is what touches the heart.
Sorry to read your take on this. My prediction, coming from a lifetime as a sales person and business owner. This solution may work, but my bet will be on the hotels that continue to provide personal, face to face solutions. People problems with services and products will continue. The company that addresses those with a friendly face and great attitude, especially in hotel management will prevail or come out ahead. When a customer is using my product or service, I want that customer’s problems corrected as quickly as possible. We all know what talking to an impersonal voice at the other end of a service call is like. At best, an inconvenience and at worst, a trying, patience testing event. Good luck going forward.
Mahalo Beat of Hawaii.
I’m so thankful for you and your updates.
I have an off topic question.
I have Ohana wanting to come and visit. One of my family members is a very healthy native Hawaiian that left the islands, with her parents, when she was 9 years old.
Seating is a challenge because of her size.
Any thoughts on how to handle the situation?
She’s coming from California, if we can figure out how.
Aloha and blessings to you both.
Always.🌺
Hi Pam.
It’s always good to hear from you. The first thing that comes to mind is either an extra seat (that would give you 2 times 17 inches or first class, which gives you about 21. Alaska Air has this related page if it helps: https://www.alaskaair.com/content/travel-info/policies/seating-customers-of-size. Please let us know how it works out.
Aloha.
Mahalo nui loa for your help Rob and Jeff!
You’ll forever remain my heros 🌺💕
Hi Pam.
Hope it all works out! Xo.
Aloha.
The hotels contribute to the social and economic abuse of Hawaiians. They charge double or triple pre pandemic prices. 1500 per nite is now typical at many. Anything under 1000 is a deal. However they still fail to pay a living wage to employees with benifits we all need. All this while posting record profits. It’s always been this way and people’s live don’t matter, only the bottom line. They have plenty of water meanwhile the workers who live upcountry are on stage 3 water restrictions. They have more money in one place and with it are able to sway the politics any direction they choose. Good luck serving the working man’s needs in a corrupt political environment. It’s just so obvious it cannit be denied.
It is easy to blame Hotels and an Industry, however it is important to remember the Hotel Ownership and the Brand Marketing it for the Owners are distinct Companies, it is the Owners who control what is open offering Value to Customers. At both the Royal Hawaiian and Moana Surfrider, they have never re-opened their Beach Club or Meilani Lounges, both part of their Tower Patio Products, in Waikiki from the Outrigger’s, Hyatt’s Mosna, Royal Hawaiian, Princes Kaiulani, Sheraton Waikiki, Halikalani, Halepuna, The Prince, Kaimana Beach, Laylaw, Ritz-Carlton Residences, Doubltree, Hilton Waikiki and Grand Vacation, Illikai, Aston, Embassy Suites and the Kahala all are Japanese Owned, they ultimately control the experience and working conditions.
Adding more signage at Honolulu Airport would greatly help too. I was there recently in July checking in at Alaska Airlines. After getting my boarding pass I headed to adjacent TSA screening area that was closed and directed to next gate opened. The attendant said everbody enters this line even when I showed my precheck TSA ticket for directions. 40 minutes later, the precheck line was next side over. Golly gee !!
This is true Rowena! It’s like you have to know the secret line and where it is because airport employees do not know, this has been my experience the past two times I was there. Upon departure I am always looking for the TSA pre line and it is never marked, it is a secret you need to already know- I just get there a bit earlier now to scout for the secret line. it moves!
I wonder what would happen if hotels paid a living wage with benefits.
Given the rates they charge, they have an abundance of income with which to achieve this goal…if they so choose to do so…
The costs are high enough in Hawaii to justify feeling a real person should be present. The greed is ugly, and not paying people their worth is tacky. I purposefully wait in line when I have time at checkouts. Get rid of people at what means? Do you like automated bots asking you to repeat yourself after pressing 5 buttons for your call to be redirected? People need to interact despite the introverted data collectors think. Pay the people instead of paying for automated machines and software updates. Not impressed with cheap companies. BTW when your hotel room smells or has roaches go to that automated machine and tell it you need a new room, good luck.
We have been coming to Maui and Kauai for 20 years and consider a second home – of sorts. The customer service on the islands has, in general been, really good. We are in late 70’s. I am spending my retirement dollars visiting the islands. I make all reservations on line – from flight to cars, to hotel, to activities – works well for us. But….when checking into our resort I want a live person. We have special needs that a kiosk can’t accommodate. It’s cold and impersonal so until the Aloha spirit.
If I can’t speak face to face, up front and personal, it’s not for me. I am not a robot! I prefer personal service. When I visit Hawaii I want personal service, housekeeping daily, staff checking on my needs, full amenity’s ect. After all the reason for vacation is to relax. This is why I pay big bucks. We are becoming dehumanized!
So will we still need to pay exorbitant “resort fees” or “service fees” for things that don’t really exist?
More expensive, lower quality, fewer services – yep that sounds like post-Covid USA.
It seems to me that this approach to “customer service” is yet another piece of the degradation of society.
Human contact, eye to eye, an Aloha smile and a touch when appropriate are all ways of keeping us connected and trusting of one another. During Covid people died without loved ones at their bedside and we were all saddened. A FaceTime just wasn’t the same. Nor. in my opinion, is this lazy approach an answer to keeping this country afloat. While having the blessing of making Kauai our home for a number of years one of the things we miss most is the Aloha way of life. You can now choose to be a solution or another part of the problem to the tearing down of a beautiful way of life.
Aloha!
They will are crazy!!!
Perhaps destination resort economies need to think out of the box as relates to face to face human CS in the new world order. Why not look at the cruise business as a model for staffing? Hawaii could supplement domestic CS labor with foreign born. Temporary 18 month work permits for instance. I for one repeat vacation in Hawaii because I enjoy the aloha spirit and pampering of wonderful organic humans!
Aloha Rob and Jeff. Hope you are having a great summer and good travelling experiences.I totally agree with Julianna K’s comment. A real persons smile is way more satisfying than a tech solution. But I also appreciate the convenience of self check in and other amenities. I still am d school and print out my itinerary as a backup just in case. Easier to pull out of my wallet than scrolling through my phone to locate information. No pressure especially if lines are long. Printer ink has really gone up in price. Found out because it’s made from oil. Wow, never knew that!!! Mahalo for all your great info, as always.
Hi Debra.
Thanks for the enlightenment. Appreciate hearing from you again.
Aloha.
Aloha and thanks for the continued topics. We’ve stayed in a few of these automated hotels. It’s the future. No doubt about it. At one place we stayed in Virginia, you accessed the entrance, your room and other features via cellphone application. It worked just fine. There were real bodies to speak to in the event you needed a question answered via phone. No bots. No overseas assistant. I think that this is an important aspect of this new wave of customer service for now, at least. Being able to speak to a real person. A lot of us are not 30 anymore and don’t always accept new ways of moving forward. Take little steps. It will be easier and better received.
Mahalo foir your continued updates!!
Speaking to a real person makes a huge difference. I have always gotten better service w/a person than w/a bot!
They want more money for less services…. I don’t think so! This will drive tourists away in droves so if that is what they want, that is what they will get. Neither chatbots which I have found to be useless, or offshore customer service is an acceptable solution in my opinion. Good luck Outrigger and any other chain who decides to follow.
Is t it funny how technical advances eliminate people and cut service but they charge more? I thought it was supposed to decrease costs.
The e-services are great when they work and when your reserved services are correct. And, you don’t wait in line while someone argues with the desk person. Downside, I don’t the e-services handle issues where the consumer has gotten short-changed but understand the what they are entitled to.
Off-shore CS has been spotty for me. As United elite for years, one of the perks was your CS calls were routed to a mainland agent if available and where an empowered supervisor was available.
E-bot systems I’ve used generally end with call customer service. I had this AVIS where they said to call back in business hours.
I like kiosk service at the airport, when it works. Recently, multiple machine failed and an agent took us to her desk.
I for one have a decent understanding of this problem. First off, the employee is the enemy of who employs them. Next, all those out of country Call Centers have no real power to do anything and they are difficult to use. I will not use any business that does not have a real person on the phone that can truly help me. Those big outfits are only interested in one thing and that’s their bottom line period! That formula will eventually put them out of business.
Aloha
I get it that HI pays the bills with high volume tourism and that the locals have this fantasy that HI can move to only/mostly high-end visitors. The reality is that those customers want and can get elsewhere a full-service experience. Take get beach towels even in 5 start resorts guests have to get their own towels and in one case from a towel vending machine. In Bora the staff sets up your beach lounge chair including the umbrella table for your water for you, so you don’t have to do a thing. Clearly, if HI thinks that high-end guesses will be ok taking on the staff’s functions via phone apps then they have another thing coming.
As to offshore call centers the cost save bonus tactic of bad mangers just forget em custs have em
Would you rather get a foreign call center or speak with a chatbot?
D…None of the Above.
No hard sell for auto insurance when picking up the rental car? I like that. Making dinner reservations online? I can do that. Checking out of the hotel, no problem. But while we stay where we stay because it feels like a piece of heaven, we don’t want to feel alone there; we enjoy connecting with the staff, who also add to our experience. Mahalo!
I have had so many bad experiences with “foreign” call centers that, to my chagrin and embarrassment, have actually become rude myself. If needed, I will tell the rep that I cannot understand them and have actually hung up. That isn’t the real me! But if someone cannot understand or answer my question in an appropriate manner, that is their (actually their employer’s) responsibility not mine. However, bots Never seem to understand my question so it’s a No Win!
I am pretty sure we have the right to request a rep whose “first language is English.” They will do that or transfer you back to the states. Of course. This policy may gave changed but it is certainly worth a try.
Hi Colleen.
Laughing with you. In most cases that option does not exist.
Aloha.
My problem with these computerized “customer service” systems is that when I call my problems are almost never on the menu. Just recently we had a dead car in Alaska. Called AAA. “What state are you in?” “Alaska” “You’re in Hawaii?” “NO. Alaska”. “Oh you’re in Florida”. It very quickly escalates.
I would probably not make a good business-person but it seems making more money trumps everything.
My wife’s boss in 2012 asked her why she didn’t return her text. We were at happy hour with her and I said I don’t believe in it it’s the start of the downfall of society. People need human interaction. Theres time for technology but then there’s a time to dial it back. I think a lot of the problems today stem from people feeling isolated and not knowing how to interact anymore. At a dinner a few weeks ago our friend brought his two kids. We were there 3 hours I can’t tell you what they look like as all I saw was the top of their heads as they stared at there phones. Then we complain the younger generation doesn’t want to work or doesn’t care or wants to work from home. Why would t they they have no people skills and so everything from tech
Juat another way we are losing The Aloha – what makes Hawaii.
One word, ‘Hospitality’, it’s the Hospitality Industry, the expectations of those staying in a Hostel are far different from those staying at a Resort, with Resort Fee’s, where there are expectations historically, measured against diminished experiences. It begins before Check-in where Loyalty is greeted digitally with an e-mail confirming one’s arrival, confirming their Category of Space. At Check-in, what if the Room assigned does not match the Request and one is a Returning Guest (possibly 20+ times), one cannot after a 6-12 hour trip want to state their case with an algorithm. It may be the bold new world, but $350/Rm. + before Tax, Resort Fee and Valet Park, The Outrigger is not the Moana Surfrider! A hui Hou.
The call center for Hawaiian Air was one of the worst customer service experiences I’ve ever run across. In trying to rebook a Covid cancelled flight, I ended up having to go online and tell her what flight/date/time, because she kept telling me that the flight didn’t exist. Unfortunately, the website sent me there, or I’d have been done in 5 minutes (instead of over an hour) doing the change myself. Not what I expected from Hawaiian.
I am sad to see People Go Away… it has always been about the People. The customs, the history, the mellow ..relaxing way of life..
There is no technology that can replace a smile and a true greeting of “aloha” when it comes to Customer Service. Nothing soothes frustration as much as a real person telling you they can help you solve a problem.