Improving customer service and employee engagement through better communication

Two drivers exchange a smile and a nod as their shuttles filled with guests roll past each other. Inside the hotels, teams of housekeeping staff are already buzzing through the hallways with carts filled with crisp sheets and fluffy towels. At the front desk, friendly hosts are spreading that unique southern hospitality Pinehurst Resort is renowned for. Team members are in sync and connected – thanks to Relay.

“It really does change the game when it comes to employee engagement and obviously guest service and guest impact being positive at the end of the day,” said Matt Chriscoe, the Director of Hotel Operations at Pinehurst Resort.

It’s hard to say that a small communication device has a large impact on your property, but I will say with Relay, it really has

With more than 400 guest rooms in three hotels as part of the resort, Pinehurst has found that nothing else compares to Relay when it comes to making sure their employees stay connected and focused on providing guests with an experience they’ll remember.

“It’s hard to say that a small communication device has a large impact on your property, but I will say with Relay, it really has,” says Chriscoe.

While investigating their options, Pinehurst discovered Relay’s powerful device that has the ability to connect nationwide using the 4G LTE cellular network as well as WiFi.

Now, losing connection is no longer an issue, no matter if an employee is inside a hotel, at the clubhouse, or picking up a VIP at the airport.

“The range was a big proponent for us in how we could travel hundreds of miles with this device and still have the same communication as if you were 100 feet away,” says Chriscoe.

As Pinehurst integrated Relay throughout their campus, team leaders quickly began to see the many other benefits of having their workers connected through Relay.