A hotel’s services revolve around its guests, and guest expectations are evolving as quickly as new software solutions and technological updates become available. Given the number of possible systems that could be at work in a hotel at any given time- property management system (PMS), reservation system, revenue management system, back-of-house applications, guest-facing applications, to name a few- communication between the systems is necessary to keep data organized. Thus, when choosing new systems to adopt, it is crucial to consider how well the new solution will integrate with the hotel’s existing systems.
One of today’s hottest topics in the hotel industry, in part due to the rise of the millennial consumer, is the selective service aspect of hotels. Many of the large hotel chains, like Hyatt and Hilton, are increasingly investing into their select-service hotel lines, and numerous others are creating their own guest-facing mobile applications and services or investing in those of third-party providers.
A preventative maintenance plan is essential to the continued smooth operation of a hotel and the satisfaction of guests. But which areas are under the most guest scrutiny, even from before the start of their stay?
Though one of the most important activities for a hotel to continue running smoothly and provide guests with an exemplary experience, scheduling and tracking preventative maintenance can prove to be easier said than done. With the size and number of employees in most hotels, how can it be possible to keep track of all the tasks that need to be completed?
Satisfied guests are the best marketing a hotel can ask for. A survey by JD Power found that 80% of guests that rated their hotel stay a 10 out of 10 would “definitely” recommend the brand to friends, relatives and colleagues. Because of this, it’s important to put in place a system that will assure preventative measures are taken on a regular basis to keep functions running smoothly, which in turn will keep guests happy.
Change can be a scary thing, especially when revenue is on the line. Many hotels do not take advantage of possible technology solutions because they fear the training and implementation processes will take too much time and cost more than the system will end up being worth. However, technology is evolving at an increasingly rapid pace, and hotels are falling behind. Between the commission costs of OTAs and the threat of the sharing economy, can hotels really afford not to invest in new technology right now?
The hospitality industry suffers from an unusually high turnover rate, which can prove very costly on a number of levels, such as replacement costs and dissatisfaction amongst remaining employees. So what can hotels do to ensure a satisfied staff and increase employee retention?
Je devrais titrer en fait : de la promesse à la réalité, tant la réalité est plus violente que tout ce que l'on peut imaginer.
The hospitality industry has a very high turnover rate throughout the industry- up to 31% in some cases- which proves very costly for hotels, for whom 52% of employee replacement costs is productivity loss. The higher the turnover, the more a hotel has to spend hiring and training replacements. Some studies estimate that the cost of turnover equates to roughly 21% of an employee’s annual salary, meaning that even lower paying jobs are expensive to replace.
According to the TripAdvisor TripBarometer Travel Trends 2016, 93% of hoteliers consider improving their online traveler reviews as the number one factor of importance to the future of their business. 59% plan to invest more in online reputation management. This is undoubtedly surprising to no one, given today’s increasingly connected online environment. However, continued staff training to exceed expectations is ranked 8 out of the top 10 most important factors to the future of their business, less than half plan to invest more in staff training, and only a third plan to invest more in back office.