Overcoming Language Barriers with TeamTranslate™

TownePlace Suites Raleigh Cary/Weston Parkway is a spacious, extended-stay hotel offering comfortable accommodations for both business travelers and families. Located conveniently near Raleigh-Durham International Airport, the hotel features comfortable suites with fully equipped kitchens and separate living areas. Amenities include a complimentary breakfast and a fitness center, making it an ideal choice for those looking for a convenient and enjoyable stay in the beautiful Cary area.

Language Barriers Were Causing Communication Gaps and Service Delays

For the Marriott property, language barriers were difficult and frustrating for the staff. Brian Prentice, General Manager, explained, “This is the hospitality industry so communication is always the number one key for success.” He also shared, “Not being able to communicate with staff was very difficult for us to understand what they were saying.”

Before we had TeamTranslate™ we were looking towards the other staff that were speaking that same language.
– Brian Prentice, General Manager at TownePlace Suites Raleigh Cary/Weston Parkway

One housekeeping staff member, Veronica Patricio Basilio, has been working at the property for 21 years. She believes communication is what enables the staff to give better service to guests. Not knowing English has been a huge barrier for Veronica and she had to rely on the Front Desk Supervisor, Jennifer Perez, to explain what needed to be done.

If Jennifer wasn’t on property and something needed to be translated, staff had a really difficult time communicating. Having to find Jennifer to communicate with one another slowed staff down and took Jennifer away from her primary role – helping guests at the front desk.

Real-Time Team Translation Transforms Team Dynamic

Already using Relay for communication, when the property found out about Relay’s TeamTranslate™ enhancement, getting it for the staff was an easy decision.

I love the Relay system. It’s made it much better for us. I would highly recommend it. It’s been a big convenience to us. Our overall quality of work is better.
– Merlin Chaney, Chief Engineer at TownePlace Suites Raleigh Cary/Weston Parkway

Maribella Esmeralda Nolasco, a housekeeper at the property, has found TeamTranslate™ to be especially helpful. Her first week at the property, before the real-time language translation capability was onboarded, she felt very anxious since she doesn’t speak English. Now, she’s able to communicate with both guests and her boss.

Bridging the Language Barrier Gap Equals Faster Guest Service

Now with Relay, anyone can communicate with one another. “It translates word-for-word what I would say,” says Jennifer. “It’s just a lot faster than having to reach for my phone. Especially being at the Front Desk, it doesn’t necessarily look the most professional for me to do that. I feel like I can focus more on the guest.”

When asked about how the staff has reacted to TeamTranslate™, DeShawn Mills, Operations Manager, responded with “They love it.” He continued, “We have some Spanish speakers that prefer it now. They’ll go and run and pick up their Relay because they know they can communicate with us effectively”.

As for Veronica, she explained that Relay has empowered her at work. She is really happy with TeamTranslate™ because she better understands what people are saying to her. Veronica now interacts with her coworkers more and has been able to build stronger relationships with them because of the translation capability.

If there’s one thing I would say to any other properties in the company, I would definitely say get TeamTranslate™.
– Brian Prentice, General Manager at TownePlace Suites Raleigh Cary/Weston Parkway