Guest experience, followed by their reviews and therefore your online reputation, are the most important aspect in the Hospitality Industry.
From the moment a reservation is made, the guest checks-in, until checks-out, you have to think about every single touch-point.
You know how complex is the operation at a hotel: Front Desk, Maintenance, Housekeeping, Room Service, F&B, Guest Relation, Valet, and the list goes on.
All needs to be very well synchronized in order to be successful and efficient.
8 tips to move your Hotel towards operational improvement:
1. Processes Optimization
Optimize your human and digital resources by implementing a hotel operations management system. As a result, you will save hours and money by guiding your team to focus on what it really matters: perform their daily duties the best possible and automated way.
2. Reduce your response times
Improve the customer experience by reducing the response times to their requests.
Avoid chat tools that are not integrated with your current systems and where you still need to track manually if the request is being taken care of.
3. Register all your hotel operations activities
While any type of action is being done and registered, access your hotel data for future decisions or measures. Analysis of repeated incidents, resolution times, staff assigned, among others. Therefore you will have a more enriched understanding of how your hotel is performing and where there is room for improvement.
4. Task planning
Avoid improvisation in your day-to-day by planning preventives tasks, legal inspections, deep cleaning, housekeeping task allocation, etc.
5. Centralized system
Why having a single system for every department instead of a centralized and complete operations system?
Implement an operation management system that has a 2-way integration with your PMS, avoiding extra manual work and repeated processes and activity registrations.
6. Housekeeping Management
Keep a record of the Housekeeping activities and all tasks performed, get reports of the total cleaning time, each room attendant cost and productivity, linen and minibar postings, and much more data to help you understand where you can optimise in the most costly hotel department.
7. System flexibility
While choosing a hotel operations management system, make sure it is flexible enough that it can adapt to your needs and understands how you operate.
8. User friendly
By implementing a centralized system you are adapting your operations, so make sure you choose the one that is easy to understand and use on a daily basis, without losing any functionality needed.