At Clock Software, we do what we are best at – developing hospitality software. Our modern all-round hotel PMS in the cloud that lets you... read more
- Based in London
- Founded in
- 27 employees on Linkedin
At Clock Software, we do what we are best at – developing hospitality software. Our modern all-round hotel PMS in the cloud that lets you... read more
SaaS Software Solutions for Hospitality, Property Management Systems, Distribution Management, PCI-DSS Compliance, EPoS Systems, Central... read more
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If your end goal is hotel guest satisfaction, then your journey begins with their expectations. When booking a hotel room, guests have expectations that are determined by various factors such as the images of your property that are on the web, reviews that other guests have left you, the descriptions you have, etc. All you have to do is manage, and eventually exceed these expectations and guest satisfaction is guaranteed. And we are here to tell you how social media plays a pivotal role in determining and managing expectations as well as increasing hotel guest satisfaction. In this blog, we will try and explore the different ways in which you can handle guest satisfaction with social media. More specifically, we will do this by examining your role in expectation management and how social media can help you with it, such that satisfaction is a given. You will also find this article helpful if you are looking to understand how to use social media to improve hotel guest experience. So, let’s get right into it. Consider this scenario- A guest makes a booking at your hotel. Every traveler looks for a hotel that suits his requirement- be it a business traveler or a leisure one. With this requirement, there is an innate expectation for the hotel to have x, y and z amenities. These are specific and perhaps, even subjective. But there are also those that are universal and more objective. Now, how well does your hotel address these expectations throughout their stay? This can go three ways: 1. You don’t meet their expectations: When you fall short of meeting the expectations set by guests, you make yourself vulnerable to some serious online reputation damage. Dissatisfied guests, today, are not going to accept their experience and make peace with it. And honestly, there is no excuse for bad service in the hospitality industry! Consider yourself lucky if your dissatisfied guest chooses not to take their disappointment online. Most of them do, these days. And when you have irate guests narrating their experience on a review site, you need to step up and claim ownership of it. Make sure you have a team or a resource who is dedicated to responding to review sites. Preferably someone who is aware of social media strategies for hotels. When dealing with a dissatisfied customer, apologize to the guest publicly for the experience they’ve had and assure them that you will fix the issue. If it is a tactical issue, fix it and have them know that you have fixed it. If it is a strategic issue, give them the assurance that it will be taken care of by a certain time period, make sure you stick to your word and when done, reach out to them conveying that you’ve worked on it. This has to be in practice even if it wasn’t about cleaning up your image on social networking sites. However, having a good reputation on such sites is powerful because you address the irate customer in the presence of hundreds and thousands of others too, who could potentially be impressed with your approach! It is a great Hotel Social Media marketing tip. 2. You meet their expectations: Moving on to the next scenario the guest is neither frustrated with you, not is there any exhilaration. They had some expectations and you met them. No less, no more. By merely meeting guest expectations, you create a passive customer. Your guest’s loyalty may or may not be committed to your hotel. This is also not your ideal scenario because there’s a higher chance of an angry customer becoming a repeat customer (if you close the loop with them and win them back just right!) than to make a passive one come back to you. I guess it boils down to the cliché that any publicity is good publicity! Your happiest guests and your most dissatisfied guests are the ones who will talk about you on social media. They are the ones who, for very different reasons, will call out your name and make sure people are aware of what you offer. You can incentivize both of them to come back to you and lure them into giving you yet another review, each time. But with passives, there is no such advantage. Social media, in hospitality, does not encourage mediocrity. Which is why you need to strive to be one step ahead of guest expectations so that they are pleasantly surprised by you and feel inspired to leave you that awesome review. Be it TripAdvisor, Instagram or even Facebook- a great review and a mention can never do you wrong! 3. You exceed their expectation: This is it. This is what every hotelier must strive for because be it the retail, e-commerce or hospitality industry, reviews are dictating people’s buying decisions more and more. Hotel guest satisfaction is becoming an important parameter for hotels to track and improve. This makes it paramount that hotels implement a culture of exceeding guest expectations which will invariably bring them success on social media. These are no longer just social media strategy tips for hotels but guidelines on which future-facing hotels are running on. Reputation management, guest satisfaction, guest experience management are all gaining more and more validity and acceptance the world over, because hoteliers witness business benefits from it all. There is a ton of studies conducted on how customer experience management can beget a world of opportunities and benefits for businesses. In this guest experience revolution, the greatest weapon for hoteliers is social media. How to use social media to improve guest experience is a rather vast concept. But I hope that this article has given you some insights into how by managing guest expectations better, you can inspire guests to leave you reviews and thereby build a fortress of amazing reviews for yourself!
Have you noticed how there is a ton of literature on the internet on Hotel revenue management strategies and how to increase occupancy, direct bookings, OTA bookings, and so on? And there should be, after all, it is a crucial aspect the industry! But what nobody talks about as much is how to increase the non-room revenue at a hotel. Hospitality, today, is no longer just about offering a room to the guest and charging them for the night. It involves so many other aspects that guests not only expect but eagerly look forward to. This being the reality, how can hotels increase their non-room revenue? We’ll tell you. Stay tuned to learn 6 hacks that you can implement at your property to increase your hotel non-room revenue. 1. Food & Beverage outlets This is one of the most common non-room hotel revenue options. And there are several ways by which Food and Beverage can add revenue to a hotel. Depending on the size of your hotel, you can either have a quaint, little bistro or a café with a view of multiple restaurants each offering a different cuisine or experience to patrons. Think of boulangeries, bakeries, patisseries and what not! The easiest way to increase revenue through F&B is to offer something that appeals to guests and non-guests alike. You could also promote your restaurant or bar by hosting a food festival, happy hours, an all-you-can-eat buffet, a karaoke night or any such event at regular intervals. This can be a great way to attract people to your property, even if only to the bar or resto. Getting the locals addicted to your F&B offerings can be a sure shot way of keeping your non-room revenue high. 2. Health and wellness outlets Be it a gym, a spa, a wellness center, a sauna or even a pool- make sure you don’t miss out on catering to the ones who like to take care of themselves. Before you freak out, I don’t mean that you need to make a hefty investment in a world-class spa, fly down trained masseuses from exotic locations or sell your house to buy expensive gym equipment. You could have even one of these, but you need to offer something that your patrons will not find anywhere else. Instead of going all out on the infrastructure, your spa can offer unparalleled service and treatments. Even if you have a modest swimming pool, you could make it irresistible by offering some really amazing cocktails at the poolside bar. Get creative with how you can floor your guests because they don’t all come looking for ostentation. Sometimes simple but sincere efforts to impress them can also rake in the big money! 3. Events This one really depends on the type of property you own. If you have a conference hall or a banquet hall, you need to cash in on it heavily. Given that there are more reasons for get togethers today, than perhaps ever, your chances of renting out such halls are a lot higher! Depending on where your property is located, you can take a call on who your potential customers are. From corporates or startups looking to rent halls for their meetings or events to familial or social get togethers! Perhaps a graduation day celebration, a bridal or a baby shower, a quinceanera, a wedding reception, what have you! If you have the real estate, no matter how big or small, there is someone out there looking to rent out a hall. Find out what the demand is for and attract them to you! The possibilities are endless, as are your hotel revenue sources! 4. Parking lots A decade ago if someone were to mention parking lots as a hotel revenue generating idea, ridicule would have been guaranteed. But today, the most likely reaction would be “Oh my god! Of course! Why didn’t I think of it earlier!”. Like I just mentioned, if you have the space or the real estate, there are a lot of people out there who are willing to pay you to use it. Given how automobile-heavy cities and towns are getting these days, parking issues are rampant. You could use your parking lot in multiple ways to generate non-room hotel revenue. You could throw open your parking lot to non-guests when you can (during local events, off seasons, etc.), and for a nominal charge you can make money out of an amenity that would otherwise not be termed as “lucrative”! 5. Kids Recreation centre Be it in business hotels or leisure ones, having a babysitter handy can work wonders to your guest experience. No matter how much one denies it, every parent has those days when they wish they could leave their children in safe hands for a few hours and just RELAX! Whether it is a working parent who might have to travel with their toddler, or a family that is travelling with kids- everyone needs their time out. This is where you get creative with your non-room revenue streams to increase hotel revenue. Have a kids’ activity center where parents can, without fear, leave their kids and spend time at the spa or go for a trek. 6. Pet services For pet owners, pets are no less than children, so the same sentiment comes into play here, as with the above hack. Many hotels have pet spas these days, and if you think that’s a bit extreme, you could customize it to whatever you think works with your audience. How about hiring someone to walk guests’ dogs? Or maybe invest in a mini jacuzzi for pets? Walk this extra mile, and you are sure to stand out from the crowd! While these were some ways by which hotels could increase their non-room revenue, what about keeping track of the revenue that is generated by these outlets? You can trust us to take care of that. Hotelogix offers unlimited POS to hotels, empowering them to branch out their revenue sources without having to worry about consolidation. Our world-class cloud-based PMS has revamped the way thousands of hotels, spread across a hundred countries, manage their hotel operations. With Hotelogix PMS, you can be sure to stay on top of all your non-room revenue sources. Reach out to us at firstname.lastname@example.org and we’ll show you how we can help transform your hotel business. Looking for a way to manage your non-room revenue sources? We have just the solution for you. Check out Hotelogix Now!
Running a hotel is definitely not an easy task. Aside from hiring the right staff, and having exceptional organizational skills, you should also try to find a way to reduce your operating costs, in hopes of reaching the best possible return on investment. While this is the goal of every business person, you need to know where exactly you can cut some costs, without sacrificing the quality of the services you are offering. Check out some of the ways you can reduce your costs, thus boosting your profits. Manage labor One of the biggest controllable expenses is your workforce. First, assess the time it takes your housekeepers to clean the rooms which will help you organize their schedules properly. You need to determine the MPR (minutes-per-room) for every room type (stayover room, checkout room, single room and suite) because not all of them require the same amount of time to clean. Furthermore, avoid putting together fixed schedules, as you won’t always have the same number of guests. Instead, you should try to forecast the number of employees needed and adjust that schedule whenever needed. Invest in staff training As you already know, you need to give some to get some, which is why cross-training your staff to be able to perform the tasks that are out of their day-to-day job descriptions is always a wise investment. This way, your staff will be able to lend a helping hand to some other department whenever necessary, thus reducing the overall downtime which is great because you know that downtime can cost you some serious money. Reshape your menus The food and beverage department should be your next step when trying to reduce costs. Here, you need to inspect how often is the food being delivered to your premises, and how many vendors you are working with. So, make sure that you’re working with the least number of vendors and that the food is being delivered once a week instead of daily to reduce expenses. This is because every single drop will cost you money, so the fewer the better. Check other costs The other costs you should pay attention to include all the supplies necessary for running a business seamlessly. While risking your guest satisfaction by going for cheaper linens and towels is never a smart move, you can definitely cut some cost on other supplies such as cutlery and office supplies. Instead of buying office supplies in a physical store, you can check the internet to see if there are any discounts. This way, not only will you be getting top-quality supplies cheaper, but you can also make sure that you always have what you need. For example, recently I browsed through the Winc online catalogue and was pleasantly surprised both by their vast range of products and more than competitive prices. Focus on Efficiency We simply can’t be talking about cutting costs if we don’t mention the big spenders. So, first, make sure you use only energy-efficient light bulbs and implement motion sensors to reduce your energy waste. Next, make sure that all the equipment – such as vacuum cleaners, washing machines and dryers, as well as all the kitchen appliances – is working properly; otherwise, they can also inflate your energy bill. Also, make sure you replace all of your old thermostats with newer ones that feature occupancy sensors to avoid wasting more energy than necessary. Finally, make sure you conduct regular preventive maintenance, as this will cost you significantly less than waiting for something to break down and only then fixing it. As you can see, reducing the operating costs of your hotel business is not science fiction. You just need to conduct thorough research, determine the areas where you can make the most savings and focus on them. Even though it might not seem much individually, once you accumulate all the pennies you’ve managed to save here and there, you’ll notice just how much resources you were wasting.
For every business organization, learning is a never-ending process. Only learning can help an organization to have clarity on many things – be it market demand or clients’ buying preferences. In this piece, we are going to explain how the changing time has driven hoteliers to look at the cloud. We have learned these top 5 insights about their concerns during our recently concluded hospitality industry event. The event in a nutshell We had recently conducted a month-long hospitality industry event from 13th June to 10th July 2018. Titled as ‘Growing hotel business using modern cloud technology’, the series was conducted across 6 cities in India and was aimed at showcasing the benefits of adopting new-age technology in the hospitality space. Co-hosted by Airpay Payment Services and supported by ShawMan and REVOPT, these events saw a good amount of participation from around 200 plus hotel companies across all the cities. Additionally, the events also featured some top-notch hoteliers of some of the iconic brands to share their success stories to motivate emerging hoteliers and hospitality professionals. Now, let’s look at the top 5 takeaways These events provided us with the right platform to engage with many emerging hoteliers in India. The post-event survey we conducted has brought up some interesting insights about hoteliers and their take on the adoption of cloud technology. While there have been clearly some early adopters and leaders who have understood the impact of new-age tech platforms, there are others who are getting warmed up to it. We would love to share those valuable insights with you and here they are – 1. Top business challenges Increasing occupancy & revenue: This considered as the most troubling business challenge for around 32% of respondents (hoteliers). However, according to our last year survey, 60% of hoteliers had to face the same challenge. Enhancing guest experience: Around 23% of hoteliers find it difficult to enhance guest experience at their properties. Increasing review ratings: This is another major challenge for around 18% of respondents. Lowering costs & increasing profitability: According to our latest survey, as many as 14% of hoteliers in India find it difficult to lower overall costs in order to increase profitability. 2. Top operational pain points Managing multiple properties: In India, 45% of chain hotels find it difficult to handle operations across multiple properties spread across locations. This seems to be major concern as most of them have aggressive plans to grow their portfolios in coming years. Access to the right data at the right time: Nearly 23% of them (hoteliers) responded that they don’t have access to the right data at the right time. Collecting reviews: As many as 18% of hoteliers have said that collecting and managing guest reviews is a major challenge. Simplifying room reservation: As per our survey, around 14% of hoteliers in India are struggling to simplify the whole process of room reservation. 3. Top tech priorities for the next one year Cloud PMS adoption: Nearly 64% of hoteliers in India plan to adopt cloud-based PMS in the next one year. Online reputation management: For 64% of them, implementing online reputation management is one of the top tech priorities this year. Interestingly, 45% of hoteliers had expressed their willingness to opt for online reputation management during our last year survey. Guest-facing technology: 50% of hoteliers plan to invest in guest-facing tech platforms. Channel management solution: Adopting channel management solution is a top priority for around 32% of hoteliers this year. It looks like channel manager has seen a lot of adoption since last year as 80% of hoteliers were keen to implement this tech platform in last year. 4. Top concerns with cloud platform Internet connectivity: This year, 25% of hoteliers said that unstable internet connectivity is a concern. Last year, the same was a cause of concern for around 40% of them. Looking at this year’s survey findings, it looks like that internet has become stable since last year and hoteliers have grown in confidence over the stability of internet. Lack of data security: This year, 48% of hoteliers have expressed their concern over data security with cloud platform. Last year, the same was major worry among 60% of them. It shows their growing confidence on cloud platform. Cloud PMS can’t handle full-fledged operations: This year, around 29% of them believe that cloud PMSs are incapable of handling enterprise-grade hotel operations. 5. Top apprehensions while adopting technology Not getting post-implementation support: During our survey this year, 54% of hoteliers indicated that not getting timely support from their technology partner is a major cause of concern. Moving to the cloud, when they have to work with multiple vendors, this concern gains more importance. However, cloud as a platform reduces the software downtime and thus minimizes support related issues as there are no local installations. Software updates & upgrades: This is another area that according to 50% of respondents needs immediate attention. Growing technology overheads: Going by the findings of this year survey, around 18% of hoteliers feel that integrating various technology platforms in the system increases their technology overheads. However, this particular issue was one of the major apprehensions for nearly 45% of hoteliers last year. Employee attrition: This year, according to around 27% of hoteliers, newer technology adoption takes a serious setback due to high employee attrition.
Hotelogix, a leader in cloud-based Property Management Systems, announces its successful partnership with Australia’s Carnarvon Motel which has helped the property witness 20% boost in its revenue. Hotelogix PMS has also helped the management at the motel to generate 10% - 20% more booking via OTAs as well as its website. With 61 rooms, free in-room Wi-Fi, a restaurant and a bar, Carnarvon Motel offers 3-star category services and amenities to its guests. Due to its impeccable guest service, this Brockman-based property has managed to garner very good ratings across all the major review and hotel booking sites like Booking.com, TripAdvisor and Expedia, etc. Before adopting Hotelogix, the motel’s operations ran on a server-based Property Management System. It didn’t support integration with channel manager, and they had to manually update rooms and inventory across all the OTAs that resulted in loss of business. Additionally, issues like overbooking and double booking led to guest dissatisfaction and a battered brand image. According to Peter Barrett, Owner of Carnarvon Motel, the decision to deploy Hotelogix PMS was solely due to the application’s integration capabilities – primarily with the channel manager. “The post-implementation results are amazing. No more overbooking, due the PMS-channel manager integration. We can access the PMS and property data on the move. Additionally, the management dashboard allows us to view all our KPIs in one place,” he said. Some of the other functionalities of the PMS that have impressed the management are, comprehensive accounting and reporting feature, and its ability to handle heavy volume of work during peak seasons. “This has helped us to save a significant number of man-hours and, we can now add the much-needed ‘human-touch’ in our services. We are extremely satisfied with Hotelogix,” Peter added. “On-premise PMS is no longer relevant, and it is not able to fulfil the basic need of integrating with a channel manager. On the other hand, Hotelogix cloud PMS helps hoteliers leverage the power new-age tech platforms that have become vital to their growth. We are happy that Carnarvon Motel’s decision to deploy our solution has helped them achieve their desired results,” said Aditya Sanghi, Co-founder & CEO at Hotelogix.