Hospitality Solution: Providing Distinctive Guest Experiences with Vocera

Providing Distinctive Guest Experiences with Vocera

Vocera empowers hotel staff by instantly connecting them to the people and information they need using integrated, intelligent communication technology that adapt to the context of dynamic situations. Hotels using Vocera deliver distinctive guest experiences, earn higher guest satisfaction scores, and are consistently ranked #1 in TripAdvisor rankings.More than 1,400 organizations around the world have selected Vocera solutions to text securely using smartphones or make calls with the hands-free, wearable Vocera Badge.

What makes Vocera unique for hospitality?

Hotels known for their 24x7 commitment to guest satisfaction use Vocera to build customer engagement and loyalty. By enabling personnel to connect instantly and efficiently with one another, Vocera offers a truly unique solution that not only improves communication, but transforms business and workflow processes. Some of the unique features of Vocera include:

• Discreet, wearable, and hands-free – Vocera is a pioneer in wearable technology. The discreet Vocera® Communication Badge is elegant enough to not detract from the sophistication of a luxury hotel, and small enough that it can be completely hidden from view. No more need for loud, bulky radios, unwieldy earpieces, and cell phone conversations that disturb guests.
• Name and group based calling – Vocera provides the ability to call by role, group, or staff member without the need to know a name or phone number, enabling teams to improve their productivity, workflow, and effectiveness. Users simply say the name, group, or department of the person they are trying to reach, and are instantly connected. With Vocera, staff members reach the right person or group instantly every time they make a call.
• Device choice – Vocera is the only platform that allows hotels to select from a diverse choice of mobile devices. From the discreet, hands-free, and wearable Vocera Badge to iOS® or Android™ based smartphones, hotels can now equip each individual user with the appropriate device to meet the needs of their job.

Vocera Communication System

The Vocera Software Platform contains system intelligence, including user profiles, groups, and call management, as well as the ability to interface to existing telephony, Property Management Systems, workflow tracking, and rapid response software systems expediting exchange of critical data. Deployable as a single site solution, or centralized in a data center to support multi-site installations, Vocera scales to meet the demands of the largest hospitality organizations.

Vocera Badge

The Vocera B3000n Communication Badge is a lightweight, wearable, voice-controlled device that enables instant two-way or one to many conversations using simple commands. The Vocera Badge is widely used by hotel workers for the convenience and expedience of responding to calls without interrupting critical tasks or important interaction with guests. Weighing less than 1.9 oz. (53.9 g), the Badge can be worn discreetly, with or without a headset, to prevent distractions for guests or staff. With a highly durable design, the Badge is built to withstand the rigors of a demanding workplace, and features an antenna and radio design to provide wireless integrity while roaming across the hotel’s WiFi network. A high contrast display on the front of the Badge facilitates ease of readability and management of messages received from third-party applications such as rapid response software.

Hands-free communication drives workflow efficiency

As a pioneer in wearable technology, Vocera understands the importance of keeping workers’ hands free to continue their mission-critical tasks to best serve guests. Vocera is the only communications solution that enables staff to answer calls completely hands-free, which means housekeepers, engineers, bellman, doorman, banquet staff and countless others can stay on task even when they are taking a call. Vocera customers have estimated that hands-free saves minutes per call adding up to significant labor time savings over the course of a shift and the entire staff.

Tight integration to workflow software improves guest experience

Vocera integrates to third-party software, such as HotSOS and Guestware, which hotels use to track guest requests and other important workflow in hotel operations. These applications send ticket information including guest room number and the request (such as towels, or an in-room repair) directly and instantly to the proper Vocera user to respond to the issue. Because Vocera works over the existing WiFi network and leverages a name-based log-in process, the third-party applications instantly verify that users are available to work a ticket before it is even sent. This guarantees that the tickets are worked and closed immediately, resulting in faster service and a better experience for the guest.

Push-to-talk/panic button ensures safety of staff and guests

Vocera began in healthcare where rapid response to life threatening issues is a must. With this mission-critical environment in mind, Vocera designed a “Panic” feature within the system to ensure that when serious situations arise, the staff members are instantly alerted. A simple double-tap of a Vocera call button opens a channel, along with a special audio tone, informing staff of an urgent situation, allowing them to respond instantly.

Helping hotels achieve #1 TripAdvisor rankings

TripAdvisor has become a key marketing tool for hotels to drive new and repeat business.
In the highly competitive world of luxury and upscale hotels, it is paramount to achieve and maintain a high TripAdvisor ranking to ensure status as a premier destination. Many Vocera customers achieve #1 and #2 rankings on TripAdvisor within their local markets largely due to their use of Vocera to drive outstanding guest experiences, setting them apart from the competition.

Flexible packaging and pricing

Vocera provides custom purchasing programs to meet the diverse needs of the hospitality industry. From up-front investment options to monthly subscriptions, which can be easily fit into existing operating budgets, Vocera works with each customer to design the best solution to meet current business needs. Vocera will also work with hospitality companies at the brand, management, and ownership level to design multi-site buying programs to help
scale Vocera affordably across multiple properties.
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Vocera technology has bridged our communication gaps – allowing instant hands-free voice calls, improving patient care coordination, and enhancing staff and patient safety by reducing response times.

Norman Bowman, Clinical Ward Administrator at Gateshead Health NHS Foundation Trust

The Vocera numbers speak for themselves, and they show this technology can dramatically reduce the time it takes to connect with a colleague and get a response. That has a real impact on the care we provide.

Adrian Plunkett, Paediatric Intensivist Consultant at Birmingham Women’s and Children’s Hospital

We have seen improvement in our communication across Emergency Care since implementing Vocera technology – staff can now connect with the right person on their first try.

Victoria Sudron, Service Improvement Coordinator at North Tees and Hartlepool NHS Trust

Since implementing Vocera, we no longer have communication delays due to the ‘page and wait’ scenario.

Nick Roper, Clinical Director at North Tees & Hartlepool NHS Trust
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