It’s no surprise that hotel guest expectations have increased significantly in the digital era. The need for instant gratification led by the mobile revolution has dramatically reshaped the hotel experience, especially when it comes to bookings and customer care.
Today, it’s not enough to provide an average service. The modern-day traveler expects hoteliers to provide on-demand high-quality service with exceptional attention to detail. Here’s how a hotel management system can help you meet these escalating guest expectations so your hotel will attract and retain customers:
If your hotel is manually managing reservations, your reservation process is inefficient, time-consuming, fails to capture real-time data, and keeps your staff stuck at the front desk. Not only does this slow down operations, but it also hurts the customer experience.
In fact, here’s an interesting idea According to a front desk employee at the hotel Event in Manhattan, removing the front-desk altogether could improve the check-in experience. “I’m pretty personable so it’d be better if there wasn’t a big desk between us. A little stand and a computer would be better,” they said. “It allows for a more personable experience. I walk around this desk a lot. People love to feel like they’re super special.”
With CloudInn’s cloud-based hotel reservation system, hoteliers and staff can manage reservations anywhere, anytime. According to Hotel Tech Report, a cloud-based system can also improve staff to staff and staff to guest communications, as staff can leverage smartphones, laptops, and tablets to access real-time guest and room information anywhere.
Did you know that in 2021, there will be a market change in the United States? If your hotel isn’t accepting online bookings, then your visibility and reach are suffering. To truly take advantage of online shopping, you should use a hotel management system with online booking tools.
CloudInn’s online booking system takes it a step further than most, offering a customizable online reservation widget that seamlessly integrates into your website, allowing guests to view availability and book directly with you.
Besides maximizing bookings via your own website, you can also access other online channels. Using the Channel Manager, you can manage online travel agency (OTA) accounts such as Expedia or Booking.com. This way, you can easily tap into popular online travel sites to expand your reach while accessing everything from one simple interface.
Without a hotel management system, your hotel has to handle an extensive database of customer and vendor information. It’s tough to process data manually and transfer information without errors. Inaccurate and incomplete guest and vendor data can cost you money and time while frustrating everyone involved.
A hotel reservation system simplifies matters by automating the process. The system can eliminate mistakes by syncing customers and booking information across all channels in real-time. This integrated system helps reduce errors and boosts operational efficiency.
Furthermore, human error comes in not just while managing guest data. It’s also important to get things right when tracking guest activities. For example, if a guest stays for 3 days, orders from the restaurant 2 times, and asks the front desk staff to send the bill to his room, staff members need to know in short order what to charge the customer before he’s ready to check out.
The POS module has a pay to room feature, where all receipts from all guests are automatically reflected in the POS module for a given room. This way, there’s no confusion or messy paperwork. It takes front office staff only a few clicks to sort out what to bill a guest.
A hotel management system can provide real-time status for hotel rooms that goes beyond checking reservations. With CloudInn fully integrated platform, there’s a link between all modules, including the front office, POS, inventory, purchasing, accounting, and the channel manager. This level of integration between all departments allows hotel management staff to remain on top of all activities.
For example, front desk staff can update the system to inform housekeeping that a room is ready for service. On the accounting side, you can get instant reports and insights about revenues and profits. With inventory, staff members can ensure that the products are never out of stock.
Integration is crucial when it comes to the front office and channel manager. It allows hotels to avoid overbooking rooms in high seasons since data from both departments are synced automatically in real-time. It also helps adjust room rates during the low season, which is automatically reflected on all channels.
Hotels need to provide high-quality customer service to remain competitive in the industry. However, this is only possible if they can boost operational efficiency, minimize booking errors, adopt an omnichannel acquisition strategy, and sync data across all departments in real-time.
If you’re keen to improve customer service and meet customer expectations, then book a demo with CloudInn today.
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