Remember the days when a good manager and staff could single-handedly make or break a business? Don’t’ be surprised if you don’t, because changes have been taking place in areas like the hotel management system(HMS) at a rapid pace. A quick summary of that era shows personal encounters created two operational highlights:
- Sales, including renting a room.
- Loyalty, resulting in customers choosing one establishment over another.
New techniques expand the way potential guests discover what to know about hospitality services like hotels, B & B’s, and restaurants. Instead of walking through the door to look around, the public tends to go online and search for what’s available. A properly designed hotel management system integrates with the channel manager to monitor room rate parity.
On line travel agencies (OTA) are convenient and well-advertised methods of locating a hotel and room close to the designated vacation or business site. OTAs go out of their way to woo clientele and keep them. By contract, travel search engines and hotel websites must offer the exact same room rates to consumers. If one or more sites provide a cheaper site, potential guests may choose that offer rather than book directly through the hotel. The result? The OTA earns a significant part of the booking fee and gains customer loyalty.
Make your hotel website inviting and simple to use. Managers should visit the site daily to handle messages, comments, and verify company data. Encourage staff to be courteous and friendly when people call about bookings and remind them that it’s okay to price match OTA quotes. Emphasize hotel loyalty programs and benefits that encourage guests to book direct. Show concern and build credibility by:
- Responding to booking-related emails quickly.
- Providing a satisfying customer experience.
- Developing a state-of-the-art HMS that develops customer loyalty.
Assorted overlapping reports, dashboards and databases provide a distorted view of business performance for a specific time frame. Synchronize hotel software systems to gain real-time business controls that identify performance in:
- Offline bookings
- Online distribution
This efficient style of HMS integrates all hotel business functions and uses a centralized dashboard to display every report. It’s quicker to read and compare reports so you make timely business decisions based on accurate information.
Increase profits by building and using guest profiles to encourage return bookings and referrals to others. Make a note of each guest’s likes and dislikes; then build a profile based on that information. Make sure all employees know how to access the file so they can personalize the customer’s request based on prior information.
Mobile hotel management systems benefit hotel staff by reducing repetitive workloads. Front desk personnel have rapid access to guest requirements and desires in addition to:
Facts regarding dates of stay, favorite rooms, and transportation requirements.
Comments and suggestions from any guest and how it was handled. If feedback is still needed, they can respond and note the file.
Hotel managers save time and money with on-the-go mobile access. Smartphone connectivity lets the manager review important areas like housekeeping statistics, confirm rates, and check on booking details. Minimal errors and commendable efficiency increase customer satisfaction and approval rating. Using the right tools to produce a positive guest experience brings about customer loyalty and increased profits.