Service Excellence: Leveraging IT to Streamline Operations and Improve the Guest Experience

Optimising service delivery through technology

The hospitality industry is no stranger to overcoming challenges big and small. Yet despite their resilience, many hotels – regardless of their best efforts – fall into a similar technology trap in which legacy systems block performance gains.

There are many reasons for reluctance around enhancing or upgrading hotel specific software. Concern around disruption to guests and services is typically top of the list. Plus, managing multiple locations is a deterrent – after all, rolling out new software to 30 properties appears infinitely more complex than to just one. On top of this, there are cost implications that are hard to ignore, especially within a period of economic turbulence.

Despite this reluctance, IT leaders will inevitably be looking for ways to achieve wider company goals, such as improving service delivery. And the truth is, technology is the gateway to greater performance gains through offering ways to empower team members beyond IT. Let’s explore what this looks like.

Tools for optimisation

Implementing technology upgrades doesn’t have to cause major disruption. There are many different types of hotel software that can help optimise IT operations that are simple and easy to introduce. This includes:

• Cloud solutions. Scalable, flexible, and cost-effective, cloud solutions centralise hotel operations – from reservations, to housekeeping, to pricing – giving staff full visibility and control of every department.

• IoT devices. Smart devices equipped with IoT sensors can reduce energy consumption, perform maintenance before failures occur, and provide guests with smart control over their comfort. Such devices could include thermostats, bulbs, and keyless locks.

• Data management tools. From collection to integration, a data management tool helps hotels ensure that all data is accessible, accurate, and secure. This software can typically gather data from multiple sources into a unified view, while carrying out cleansing, validating, and encryption.

From technology to transformation

Identifying potential tools is one thing; understanding how they can have a tangible impact on service delivery is the next step. By implementing the right hotel software, hoteliers can empower staff with the information needed to thrive, improving day-to-day operations and the guest experience. 

 

Unified access and communication.
Access to a centralised property management system – via a cloud solution – not only enables staff to seamlessly manage all services, it increases the efficiency of internal communication between departments, removes silos and further streamlines operational efficiency.

This is also critical for enhancing service delivery practises across multiple locations. Cloud solutions are highly scalable with built-in capacity for expansion, allowing hoteliers to simultaneously deploy software updates at the click of a button.

Actionable data insights.
Giving staff the right information collected via IoT devices can help monitor and manage room conditions, allowing staff to respond proactively and efficiently. For example, if a sensor detects a room is empty – and the data aligned from the PMS confirms the guest has checked out – staff can send housekeeping to the room early, increasing operational efficiency and allowing for early check-in.

In addition to this, customer data accessed via the data management software informs staff of guest preferences, enabling them to provide tailored services that boost satisfaction levels. This enables hoteliers to centralise guest profiles, meaning staff across alternate locations can access the same data insights for consistent service.

Streamlined POS.
Cloud-based point of sale systems at the front desk and in the restaurant accelerate service efficiency and better support staff, all while providing a smoother guest experience. They can typically be integrated with other systems – such as a PMS or inventory control systems – increasing visibility and functionality across departments.

Intuitive software helps employees get up to speed quickly and reduces errors that could otherwise happen with a manual system. The data collected via the system can be input into the data management tool; this can be particularly impactful if the software features the option to collect guest feedback, as this can then be used to improve service delivery.

Partnering for operational success

Although the opportunities for hotels are there for the taking, there is a time imperative. Hotels must seize the day rather than waiting for tomorrow – or risk getting left behind.

One way they can get the ball rolling is by partnering with a hotel software provider. By enlisting the expertise of a specialist, hotels can isolate the most proficient and appropriate solutions with the support of a trusted partner, getting guidance with everything from implementation to integration. IT leaders are in a strong position to make this change – with the potential to drive significant gains.

Find out how next-generation solutions can help you to exceed guest expectations in our latest eBook.