Five important lessons for the hospitality industry after Covid
One of the most commendable aspects of the hospitality industry is its ability to bounce back from any crisis, which is evident in its post-pandemic performance. Another example of the industry’s resilience is its adaptation to rapidly changing customer needs. Hotels around the world emphasize guest comfort, safety and security. From managing disruptions to gradually returning to normalcy, the global hospitality industry has learned several lessons about aspects of day-to-day operations, IT adoption and customer service.
Here are the top five of them.
Importance of cloud technology in hotel operations – Most of them have been using information technology for quite a long time. However, with the evolution of technology, cloud-based solutions have gained prominence in recent years. They provide faster, easier connectivity and eliminate the need to maintain large hardware on-premises and large IT teams to manage it. With cloud-based hotel property management systems (PMS), they are now better equipped to undertake all the tasks that conventional systems perform, but with less cost and improved process automation. Additionally, working with multiple cloud-based third-party solutions is a significant advantage.
Remote work – The pandemic has reduced the on-site workforce due to social distancing and lockdown protocols. With the exception of critical staff, teams working in roles such as accounting, marketing, reservations management, etc., have moved to a remote work setup. Cloud-based property management systems have enabled this transition seamlessly. Hotels are now increasingly opting for a cloud-based PMS that facilitates remote management of reservations, training, account auditing, inventory, and more.
Remote Implementation and Staff Training – With cloud-based hotel solutions taking center stage, hotels have quickly realized that they no longer need the hotel PMS vendor to be on-site for system implementation, data migration and even training. The hotel’s PMS partner can run everything remotely, saving hotels time and money.
Develop a value proposition to sell more – Instead of the short-term practices of the past, where hotels offered discounts to attract guests, the focus is now on selling value. Using cloud PMS and integrated digital marketing solutions, hotels can now configure packages and rates based on demand and occupancy. This leads to more room sales, better occupancy and increased RevPAR. Remote work, workcations and staycations are trends that have gained momentum over the past couple of years.
Contactless Services – Eliminating physical touchpoints has been one of the main areas of focus since hotels opened post-pandemic. In addition to the automated sensor-based doors, taps and lighting systems that many hotels have already introduced, most are now looking for the right solutions to offer their guests contactless check-in/check-out, check-in in-room amenities, payment facilities, etc. .
Looking at the five learnings mentioned above, there is no doubt that it all boils down to one important factor – the adoption of cloud solutions. And to be very specific, cloud-based property management systems are one of the most cost-effective and agile ways for hotels around the world to ensure their resilience and continued growth! Along with this, adopting guest-centric technologies to improve the guest experience can help hotels recover quickly.
The opinions expressed above are those of the author.
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