Hotel Operations Software: Increase Revenue and Strengthen CX

Hotel Operations Software
Hospitality professionals from all over the world are relying on hotel operations software to optimize their standard procedures. In a survey by Duetto, a hospitality application supplier, 77.6% of 210 industry professionals said they planned to increase their spending on hotel technology in the next three years.

“Tech adoption in hotels has been increasingly accelerating as hotels seek greater efficiencies in both front and back of the house, It’s promising to see that more industry leaders are focusing on tech adoption, tech upgrades, and creating an integrated tech stack.”

-David Woolenberg, CEO, Duetto

The increasing traveler demand for automated services is fuelling the widespread deployment of technology in the travel industry.


What Does Hotel Operations Software Do?

Hotel operations software or a property management system eases daily tasks like prioritizing hotel room cleaning for early arrivals and automates operations such as housekeeping, front desk, reporting, POS systems, and more.

Let us take a look at the features of hotel operations software that make it an indispensable technology solution for hoteliers:
  • Provides Ease of Access A single dashboard for all operations lets team members collaborate without errors. Cloud-based hotel operations software can be accessed 24/7.
  • Allows Unlimited Users Unlimited users can access the platform at no additional cost. New hotel staff can easily use the software.
  • Integrates Major Channel Managers Seamless integration of the software with major channels lets hotels manage their inventory in real-time, so no double-booking issues arise.
  • Records and Analyzes Guest DataCloud-based hotel operations software securely gathers guest data, records preferences, and predicts and analyzes guest behavior to help hotels elevate their customer experience.
  • Offers Data Security and Payment Gateway Secure card payments and the choice to integrate payment gateways make it easy for hotels to accept payments through methods modern travelers prefer and frequently use.
  • Integrates With Other Applications Third-party integrations with other applications like Global Distribution System (GDS) connect, TripAdvisor connects, and Booking Suite can help hotels manage their sales and operations.
  • Creates Detailed Reports The software creates detailed reports and audits of departments like housekeeping, POS, accounts, etc., that give deep insights on how to increase revenue.


Growing Revenue with Hotel Operations Software

Hotel operations software minimizes operational expenses and adds value to the service offered to the guests. Automating time-consuming processes alleviates the pressure on employees and reduces labor costs. Here are other ways in which hoteliers can grow their revenue using the software:

  • Entice tech-savvy and modern travelers
  • Increase rate level utilization
  • Improve internal communication
  • Cut down on unnecessary expenses
  • Retain customers through outstanding CX
  • Manage hotel sales efficiently
  • Anticipate demands and address them
  • Reduce the cost of third-party bookings
  • Cross-sell services in owned hotels


A Success Story

Myrtle Beach Seaside Resorts optimized their revenue and loyalty at seven of their mixed-use condo hotels with Maestro PMS, a centralized hotel operations management system.

“Maestro PMS hotel software manages all our properties and maximizes revenue on one centralized system,”

-Helen Staton, Director of Reservations and Revenue Management for Myrtle Beach Seaside Resorts.

Summing It Up

Hoteliers must enthusiastically adopt technology like hotel operations software to enhance guest experience and aid revenue growth through streamlined, error-free, automated operational processes.

Spotlight

Lodging Dynamics Hospitality Group

Lodging Dynamics Hospitality Group is an award winning third-party management company of premium-brand, select-service & extended-stay and limited full-service hotels. Our mission is to elevate human dignity, peer respect, and self esteem by providing exceptional, responsible, and measured care, services, and opportunities for our key stakeholders.

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Hospitality Management

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Article | July 19, 2023

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Article | July 4, 2023

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Trends and Opportunities in Hospitality Management Careers

Article | August 28, 2023

Embrace the opportunity in hospitality management careers. Make a difference in tourism to benefit businesses & explore rewarding pathways within sustainable hospitality and tourism industry. Contents 1. Introduction 2. Current Trends in Hospitality Management Careers 2.1. Technology Integration in the Hospitality Industry 2.2. Sustainability and Environmental Consciousness 2.3. Personalization and Customization 2.4. Focus on Wellness and Health 3. Importance of Skill Development and Training for Hospitality Management Careers 4. Emerging Opportunities for Hospitality Management Careers 1. Introduction Embarking on a career in hospitality management opens the doors to a captivating world of endless possibilities within a dynamic and continuously expanding industry. Whether aspirations are rooted in hotel management, restaurant operations, event planning, or tourism, the hospitality sector boasts a multitude of diverse roles and avenues to explore. To embark on this exciting journey, a combination of formal education, practical experience, and a service-oriented mindset is paramount. By acquiring the necessary skills, forging connections with industry professionals, and staying attuned to the latest trends, one can strategically position oneself for a fulfilling and ever-evolving career in this thriving field. 2. Current Trends in Hospitality Management Careers 2.1. Technology Integration in the Hospitality Industry The pandemic accelerated consumers' adoption of technology in hospitality industry, while hotels quickly embraced new tools like contactless check-in systems and branded applications. However, a significant digital skills gap persists among hospitality workers, with nearly one in three lacking necessary AI, machine learning, and content-driven marketing competencies. Trends in the hospitality industry presents a tremendous opportunity for individuals seeking a career in hospitality management. Upskilling in digital roles highly sought after by hotel brands, such as digital marketing, cybersecurity, e-commerce sales, data analysis, social media management, mobile app development, and digital guest experience management, can pave the way for a thriving career in the industry. Combining a hospitality management course with specialized training in digital marketing or ICT equips professionals to excel in the digital hotel economy. As the hospitality industry continues integrating technology, skilled individuals with digital expertise will play a vital role in driving innovation, enhancing guest experiences, and staying ahead of the competition. 2.2. Sustainability and Environmental Consciousness 90% of employees believe that companies should prioritize positive impacts on the planet as much as they prioritize profits. Moreover, consumers are increasingly concerned about environmental issues. A survey among 72,000 Hilton guests revealed that approximately 33% preferred hotels with environmental and social programs, emphasizing the significance of sustainability. (Source: ehotelier) Therefore, many hotels embrace sustainable practices, leading to a global shift towards the low-impact hospitality industry. The rise of green hotels contributes to a more environmentally conscious sector and creates additional employment opportunities for hotel staff. The demand for specialized green skills, such as auditing, compliance oversight, and change management, further reinforces the need for specialization in this expanding field. Sustainable hotels and eco-tourism offer a growing array of career options for individuals passionate about the environment, travel and hospitality sector. By pursuing a career in this sector, professionals can contribute to preserving the planet while capitalizing on the increasing demand for sustainability-focused services. 2.3. Personalization and Customization Customers in today's market seek tailored experiences that cater to their unique preferences and needs, prompting hotels and hospitality businesses to prioritize personalized offerings. The rise of technology has played a crucial role in enabling personalization at various touchpoints. From personalized welcome messages to customized recommendations based on guest preferences, hotels harness data and advanced analytics to deliver exceptional and individualized guest experiences. This trend creates exciting opportunities for professionals seeking to excel in hospitality and tourism careers. Roles such as guest experience managers, data analysts, and CRM specialists are in high demand as businesses strive to provide personalized services to their guests. Additionally, expertise in customer relationship management (CRM) systems, data analysis, and guest profiling can significantly enhance career prospects. By staying updated on emerging technologies, honing customer-centric skills, and understanding the importance of data-driven decision-making, hospitality professionals can thrive careers in hospitality industry that are focused on personalization and customization. Embrace this trend, and position yourself at the forefront of delivering unforgettable, tailored experiences in the hospitality industry. 2.4. Focus on Wellness and Health The pandemic has led people to be health conscious, and therefore, they have started prioritizing it, resulting in the growth of people prioritizing health with massive US $1.7 trillion market. With an expected growth rate of 44% in 2022, wellness is the fastest-growing segment of the tourism sector. With this explosion of consumer interest, hotel brands are expanding into the wellness space and acquiring reputable spa, wellness and fitness brands. Hyatt, for example, recently received Two Roads, Miraval and Exhale, and IHG acquired Six Senses. For hotel professionals , this trend opens up a new potential career opportunity that combine expertise in the wellness area with skills relevant to the hotel industry. For those who are passionate about wellness and health and like the idea of a career in beautiful locations and settings, this might be the right pathway in the hospitality and management career. 3. Skill Development & Training Importance for Hospitality Management Careers The hospitality industry is known for its focus on providing exceptional service and creating positive guest experiences. It is a people-oriented sector that relies on the skills and efforts of individuals to ensure customer satisfaction. Skill development is paramount in this industry as it encompasses diverse skills necessary for running a successful enterprise. Hospitality is a deliberate and sustained effort to maintain mutual understanding between organizations and the public, adapting to market requirements. As one of the fastest-growing sectors in the global economy, the industry faces the challenge of aligning its skills requirements with the evolving labor market. With approximately 10% of the global workforce engaged in the tourism and hospitality-related industry, skill development becomes a crucial concern for every entity operating as a hospitality service provider. Effective skill development programs and training initiatives enable professionals to acquire the necessary competencies to excel in their roles and deliver exceptional guest experiences. By investing in skill development and training, individuals in hospitality management careers enhance their abilities and adapt to changing customer demands. Continuous improvement in skills ensures that professionals meet guests' diverse needs and contribute to their organizations' success. 4. Emerging Opportunities for Hospitality Management Careers The hospitality industry is rapidly growing and evolving, presenting exciting career opportunities. To adapt to changing dynamics, the sector emphasizes the importance of skill development and training. The global health crisis has acted as a catalyst for innovation and technology adoption, enhancing customer experiences. Hospitality education has transformed to meet industry demands, ensuring a talented workforce with relevant skill sets. Aspiring students can explore diverse career prospects in hospitality, culinary entrepreneurship, revenue management, media, e-commerce, client servicing, lifestyle consulting, and health & wellness. Bespoke hospitality has expanded beyond traditional hotels, offering personalized experiences like luxury staycations, glamping, and high-end cruises. Culinary entrepreneurship thrives on creativity and unique dining concepts. The health and wellness segment is rapidly growing, focusing on improving customers' physical and mental well-being. Media and technology play significant roles, with social media engagement, e-commerce platforms, and virtual experiences shaping the industry. Customer service, revenue management, and 'human' skills like critical thinking and communication are highly valued. Skill development is crucial for success in the ever-evolving hospitality field. Professionals who embrace continuous learning and stay abreast of industry trends will seize abundant career opportunities in this dynamic sector. 5. Key Takeaway Careers in the hospitality industry offers various opportunities in hotel management, restaurant operations, event planning, and tourism. To succeed in this dynamic field, skill development and training are essential. Emerging trends such as technology integration, sustainability, personalization, and focus on wellness present exciting avenues for hospitality professionals. Digital skills are in high demand as hotels adopt new technologies and emphasize digital marketing, cybersecurity, data analysis, and guest experience management. Sustainability is a growing focus, with green hotels and eco-tourism creating opportunities for professionals with auditing and change management skills. Personalization and customization are key as hotels leverage technology to deliver tailored guest experiences, requiring expertise in guest management and data analysis. The wellness industry is also booming, offering potential career paths for those passionate about health and wellness.

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Travel Technology, Airlines and Airports

Flight Chaos: Call Centers Turn to AI for Help

Article | July 19, 2022

In recent weeks, call centers have struggled to keep up with consumer complaints about a large number of delayed and canceled flights. As a result, some are turning to automation, specifically an artificial intelligence program based on advanced natural language processing (NLP). In April 2022 alone, the US Department of Transportation received 5,079 complaints about airline service, a more than 320 percent increase from the same month three years prior. Travel Industry Chasing Task Automation and Personalized Customer Service Customers cannot reach customer service representatives without struggling, waiting as long as eight hours because of cancelled or delayed flights. This situation makes call centers seek the help of conversational AI solutions that offer task automation and personalized customer service powered by NLP. NLP improves linguistic interpretation skills and response rate. In contrast to a traditional interactive voice response structure, which walks callers through a series of menus, modern conversational AI solutions immediately ask callers how they can help and quickly get them the right answer. With the help of an AI-powered solution, call center employees aren’t overwhelmed by lower-level, less complicated queries and can rely on AI to do mundane tasks that consume their time. In addition, customers can help themselves through the automation. Any complex, emotionally-driven conversations are directed to human contact centers automatically. An Airline Uses Mosaicx to Enhance the Customer Experience Intrado, a company that provides an artificial program called Mosaicx, helped an airline client decrease its call abandonment rates by 60%. The solution supports 20 languages, so global clients can be handled seamlessly. AI-powered Call Centers will be Common in the Travel Industry Businesses are swiftly adopting AI-powered conversational solutions to address the spike in flight cancellations and delays due to pilot shortage, the Great Resignation, and the permanent shift to remote working.

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Spotlight

Lodging Dynamics Hospitality Group

Lodging Dynamics Hospitality Group is an award winning third-party management company of premium-brand, select-service & extended-stay and limited full-service hotels. Our mission is to elevate human dignity, peer respect, and self esteem by providing exceptional, responsible, and measured care, services, and opportunities for our key stakeholders.

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My Place Hotels of America Opens My Place Hotels-Idaho Falls, ID

PR Newswire | January 25, 2024

My Place Hotels of America has officially opened My Place Hotels-Idaho Falls, ID, in Idaho Falls, ID. This marks the 70th open and operating My Place property nationally. Guard Hospitality manages the property, which is owned by MP Idaho Falls and was developed by Legacy Builders. The 64-key property is pet-friendly and offers many amenities, including complimentary high-speed Wi-Fi, onsite laundry, a grilling station, and a 24-hour grab-and-go store stocked with food, beverages, and other necessities. Each guestroom includes a full kitchen and coffee maker. The property sits just minutes from the heart of historic downtown Idaho Falls and is adjacent to the new Snake River Landing Development. Idaho Falls is the largest city East of Idaho's capital, with an estimated population of approximately 64,000 people. The city serves as the commercial, cultural, and healthcare hub for Eastern Idaho, Western Wyoming, and Southern Montana. Idaho Falls' location in the greater Bonneville County is often referred to as the "Gateway to Yellowstone Park" due to its proximity to one of the nation's most popular national parks and its own recreational activities. My Place Hotels-Idaho Falls is also the official hotel partner of the Idaho Falls Spud Kings, one of the newest franchises in the United States Premier Hockey League (USPHL)'s Tier 3 Mountain Division, and is minutes from Mountain America Center, where the Spud Kings play. "We were very excited to see My Place Hotels-Idaho Falls officially open its doors at the end of 2023," stated Ryan Rivett, co-founder and CEO of My Place Hotels. "This property boasts an incredible location, and we are confident that our robust offerings will distinguish us in this dynamic market. As we look forward to additional openings in 2024, we are eager to leverage our momentum to expand our presence with a focus on strategic growth."

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Hospitality Trends, Hospitality Management

Sonesta Announces First Sonesta Es Suites Ground Up Development

PR Newswire | January 24, 2024

Sonesta International Hotels Corporation (Sonesta) today announced plans for the construction of a new Sonesta ES Suites in Port Charlotte, Florida. This new property, expected to open in Spring 2025, marks the first Sonesta ES Suites brand project developed from the ground up. "We are excited that Sonesta ES Suites Port Charlotte will be our first purpose-built location for the brand," said Brian Quinn, Sonesta's Chief Development Officer. "The Sonesta ES Suites brand stands out as an attractive choice for franchisees looking for an upscale option to capitalize on the continued dependable performance of extended stay hotels." "Sonesta ES Suites Port Charlotte will benefit business travelers and tourists who are looking for accommodations near the beaches, golf courses, parks and other attractions that Port Charlotte has to offer," said Alan Lane, one of Sonesta ES Suites Port Charlotte's owners. "The addition of Sonesta ES Suites Port Charlotte to our diverse portfolio reflects Commonwealth Hotels' unwavering commitment to providing an unparalleled guest experience through visionary development, ethical practices and a steadfast dedication to superior service," said Jennifer Porter, President of Commonwealth Hotels, the hotel's management company. To be located at 1321 Claburn Circle in Port Charlotte, Florida, the Sonesta ES Suites Port Charlotte will be an upscale extended-stay hotel spanning four floors and offering 117 rooms with amenities including breakfast and dining services, an outdoor pool, fitness room, market pantry, guest laundry, onsite parking and more. The location of the new hotel is close to over 20 colleges and universities, two hospitals, more than 70 parks and recreational spaces, more than 12 miles of beaches, 14 golf courses and numerous other attractions. Guests of this location will be able to earn or redeem points in the award winning Sonesta Travel Pass loyalty program.

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Events