With so many modern tech solutions available, it can be difficult for hoteliers to determine which are flash-in-the-pan and which will truly streamline operations and enhance the guest experience at their unique property. What do guests genuinely desire, and what will they ignore because it’s unnecessary, complicated, or unnecessarily complicated?
If hoteliers jump to add bells and whistles without first optimizing foundational systems, they risk creating more problems than they solve. An AI chatbot can only do so much without the right back-end functionality to support it. Here are essential tech solutions every hotelier should have to optimize daily workflows and make their guest experience the best it can be.
Property Management System
First of all, a reliable, cloud-based property management system (PMS) empowers hoteliers to oversee every aspect of their operations from a single source of truth, preventing data silos, streamlining operations, and enhancing the guest experience.
A PMS is the technological command center of your property, from the front desk to the back office. It organizes data, enables direct online bookings, facilitates guest communication, and much more, automating repetitive tasks so that staff can focus on what matters most: connecting with guests.
Collecting and storing rich guest data, a strong PMS like WebRezPro allows properties to identify guest segments and personalize each stay—and thereby raise revenue. Sixty-one percent of customers are willing to pay more for a personalized experience.
In addition, the PMS automatically tracks all transactions in real time, providing detailed performance and financial reporting that enables properties to identify business and booking trends and make informed decisions that drive revenue. WebRezPro includes a custom report so that properties can easily extract the specific data they need for their unique operation.
A cloud-based PMS is not tied to a single server or computer, so staff can access data anytime, anywhere. It increases efficiency and productivity because your team doesn’t have to return to a central station every time they need information.
Revenue Management System
The hospitality market is in constant fluctuation from season to season and even day to day, and you’ll lose out on revenue if you can’t keep up. A revenue management system (RMS) automates dynamic pricing set by sophisticated algorithms, taking into account factors such as availability, seasonality, and competitor rates. It saves time for busy hoteliers and ensures that no revenue opportunities fall through the cracks.
WebRezPro integrates with leading revenue management software so that the PMS automatically pushes rates and availability to the RMS, and the RMS returns its recommendations to the PMS, where they are automatically implemented (you can still adjust rates manually if you need to). WebRezPro also offers a built-in yield management module where prices can be set to shift automatically based on availability.
Payment Gateway
If you don’t have digital payment methods available, bookings will drop off. Guests don’t pay with cash anymore! Because this is so essential, properties can connect their first payment gateway to WebRezPro at no additional cost.
With an integrated payment gateway, payments are processed seamlessly within the PMS, and guests can pay directly through your online booking engine or upon self check-in/out. The gateway securely sends their payment details from your booking engine through the processing network, then authorizes the transfer of funds if the transaction is approved. This makes handling your customers’ sensitive payment information much safer as card data is stored with the payment gateway rather than in your PMS, supporting PCI compliance.
Customer Relationship Management System
A customer relationship management system (CRM) allows properties to communicate effectively with guests while gathering rich guest profile and marketing information to complement the reservation data in the PMS. Collecting data from website interactions, campaign results, social media, feedback surveys, past communications, and more, a CRM powers deeper segmentation and automates highly personalized marketing campaigns.
While CRM and guest messaging systems can successfully incorporate AI components, it’s still important to have human staff on hand for a truly hospitable experience—47 percent of travelers claim AI feels impersonal. AI customer service may be efficient, but it can’t offer a genuine smile. However, this doesn’t mean it isn’t worth exploring. Seventy-nine percent of hoteliers say they’ve experienced a positive business effect from AI.
Self Check-In
Self check-in is fast becoming an expectation. It’s not just for vacation rentals anymore! It’s for any guest who would like to skip the line and head straight to their adventures (or to their comfy bed for a well-earned nap). Guest satisfaction scores decrease by 50 percent when there’s even a five minute check-in wait. Self check-in reduces that wait, leading to both happy guests and satisfied staff who save time at the front desk.
WebRezPro’s automated guest agreements allow guests to review and agree to terms and conditions of the stay online before setting foot on property. These self check-in agreements also enable properties to securely request payment information, photo ID, and electronic guest signature. With payment gateway and keyless entry integrations, WebRezPro provides a completely contactless check-in experience.
Wi-Fi
Fast, reliable Wi-Fi is a necessity, not a bonus. Even as far back as 2019, 90 percent of guests claimed it was very important for them to be able to connect online. Whether it’s sending a business email or catching up on their favorite binge watch, guests need Wi-Fi to make it happen.
Smart TVs
And speaking of binge watching… 87 percent of guests view live TV in their room, and another 72 percent tune in to streaming TV and premium channels. The more options you offer, the better. However, make sure that any instructions are clear and intuitive. With an overly complicated process, you’ll have guests calling the front desk for assistance—a waste of time for both them and your staff—when all they really want is to settle down to their comfort show after a long day’s travel.
Sustainability Tech
While tech geared towards sustainability may require higher upfront expenditure, it can also save a significant amount in the long run, in addition to increasing your property’s appeal for environmentally savvy guests. As of 2021, 81 percent of travelers intended to choose sustainable accommodation. Post pandemic, guests are experiencing the effects of climate change first hand and making choices accordingly.
Many sustainable features, such as LED bulbs, energy efficient washing machines, triple pane windows, smart heating and cooling systems, etc., reduce day-to-day operating costs. Even your PMS can contribute to sustainability and cost cutting efforts if it’s cloud based. A PMS in the cloud uses less energy, and you don’t have to pay for an expensive server. Plus, with automated guest emails, mobile housekeeping reports, and digital guest registration, paper and printing costs plummet! Research sustainable solutions to decrease your bills and please your guests.
To grow revenue, first look at your core systems to build a strong foundation for your property’s routine operations and guest experience, then consider the bells and whistles. Think of this core technology like you would an actual foundation—if it isn’t solid, then it doesn’t matter how attractive your windows are. But if it’s robust and powerful, it will support rather than hinder any extras you choose, future-proofing your business as the market evolves.
