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10 Best Mobile Ordering & Room Service

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Winner Badge
2022 Best Hotel Software
Hoteliers voted Bbot as the #1 Mobile Ordering & Room Service provider in the 2022 HotelTechAwards
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Bbot Smart Ordering

HotelTech Logo score
HT SCORE
100 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Bbot is a web-based contactless order and pay solution that allows guests to order food and drinks from their phone to their location. Whether it's a hotel room, a lounge chair in...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Winner Badge
2022 Best Hotel Software
Hoteliers voted Bbot as the #1 Mobile Ordering & Room Service provider in the 2022 HotelTechAwards
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2022 Finalist HotelTechAwards
Hoteliers voted Crave Interactive as the #2 Mobile Ordering & Room Service provider in the 2022 HotelTechAwards
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ServeSafely (by Crave)

HotelTech Logo score
HT SCORE
95 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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ServeSafely is our mobile order and pay solution for hotels, restaurants, bars, clubs, theatres, cafes and even live events. We use data intelligence and our vast experience to he...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2022 Finalist HotelTechAwards
Hoteliers voted Crave Interactive as the #2 Mobile Ordering & Room Service provider in the 2022 HotelTechAwards
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2022 Finalist HotelTechAwards
Hoteliers voted Flexkeeping as the #3 Mobile Ordering & Room Service provider in the 2022 HotelTechAwards
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Flexkeeping (Room Service)

HotelTech Logo score
HT SCORE
94 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Allow guests to order safely through guest facing integrations, so staff can deliver orders as fast as possible by digitally synchronizing your teams to never leave a guest waitin...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2022 Finalist HotelTechAwards
Hoteliers voted Flexkeeping as the #3 Mobile Ordering & Room Service provider in the 2022 HotelTechAwards
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2022 Finalist HotelTechAwards
Hoteliers voted EasyWay as the #3 Mobile Ordering & Room Service provider in the 2022 HotelTechAwards
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EasyWay F&B

HotelTech Logo score
HT SCORE
91 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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EasyWay F&B automatically offers guests dining options, including restaurant recommendations, room service, menus, special events, happy hours at the hotel bar and many more, and ...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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2022 Finalist HotelTechAwards
Hoteliers voted EasyWay as the #3 Mobile Ordering & Room Service provider in the 2022 HotelTechAwards
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2022 Finalist HotelTechAwards
Hoteliers voted RoomOrders as the #3 Mobile Ordering & Room Service provider in the 2022 HotelTechAwards
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RoomOrders

HotelTech Logo score
HT SCORE
89 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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A global leader in digital hotel and resort F&B ecosystems, RoomOrders interconnects a guests smart phone with hotel on-site facilities - like kitchens, restaurants, gift shops, g...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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2022 Finalist HotelTechAwards
Hoteliers voted RoomOrders as the #3 Mobile Ordering & Room Service provider in the 2022 HotelTechAwards
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Finalist Badge
2022 Finalist HotelTechAwards
Hoteliers voted DigitalGuest as the #3 Mobile Ordering & Room Service provider in the 2022 HotelTechAwards
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DigitalGuest Mobile Ordering

HotelTech Logo score
HT SCORE
84 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Make your roomservice menu available on your guests own smartphone – they can simply order from the bed, from the rooftop, spa, bar – or wherever they feel like it. Yo...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2022 Finalist HotelTechAwards
Hoteliers voted DigitalGuest as the #3 Mobile Ordering & Room Service provider in the 2022 HotelTechAwards
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2022 Finalist HotelTechAwards
Hoteliers voted SABA Hospitality as the #3 Mobile Ordering & Room Service provider in the 2022 HotelTechAwards
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SABA F&B Ordering

HotelTech Logo score
HT SCORE
84 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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People love ordering online. Ever used UberEats or Deliveroo? It’s so easy it is now more convenient ordering dinner from the couch at home than getting room service at a hotel....

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2022 Finalist HotelTechAwards
Hoteliers voted SABA Hospitality as the #3 Mobile Ordering & Room Service provider in the 2022 HotelTechAwards
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2022 Finalist HotelTechAwards
Hoteliers voted INTELITY as the #3 Mobile Ordering & Room Service provider in the 2022 HotelTechAwards
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INTELITY Digital Dining

HotelTech Logo score
HT SCORE
82 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Offer guests a seamless in-room dining experience with our mobile digital dining feature. Our digital dining feature enables guests to place room service requests or restaurant or...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2022 Finalist HotelTechAwards
Hoteliers voted INTELITY as the #3 Mobile Ordering & Room Service provider in the 2022 HotelTechAwards
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Finalist Badge
2022 Finalist HotelTechAwards
Hoteliers voted Runtriz as the #3 Mobile Ordering & Room Service provider in the 2022 HotelTechAwards
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Runtriz F&B

HotelTech Logo score
HT SCORE
81 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Runtriz F&B solution allows guests to place orders quickly and easily via the mobile app, regardless of location. Guests can schedule a pickup, request room delivery, or deliv...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2022 Finalist HotelTechAwards
Hoteliers voted Runtriz as the #3 Mobile Ordering & Room Service provider in the 2022 HotelTechAwards
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Finalist Badge
2022 Finalist HotelTechAwards
Hoteliers voted IRiS Systems as the #3 Mobile Ordering & Room Service provider in the 2022 HotelTechAwards
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IRIS

HotelTech Logo score
HT SCORE
13 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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IRIS F&B enables contactless mobile ordering, allowing guests to easily browse, order and pay - all from the comfort of their devices. Staff can manage features and functionality ...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2022 Finalist HotelTechAwards
Hoteliers voted IRiS Systems as the #3 Mobile Ordering & Room Service provider in the 2022 HotelTechAwards
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Recent Mobile Ordering & Room Service Articles

How Hotel Tech Can Help with Labor Shortages

by
Sarah Duguay
4 hours ago

As travel opens up, so comes a surge of travel. Pent-up desire for holidays has resulted in what some are calling ‘revenge travel.’ After some hesitation, hoteliers are reporting more demand than ever since the beginning of the pandemic. This has resulted in a challenging scenario. Before COVID-19, the hospitality industry was no stranger to employee retention and acquisition issues. But suddenly, faced with low bookings, many hotels had to make the difficult decision to lay off staff. Fast forward to today, some hotels have been forced to turn away guests because of even greater staff shortages than before. While theories abound about shortages, accompanied by HR strategies to attract new hotel employees, we’re here to remind you to take a deep breath because hotel tech is here to help! Tried and true, existing hotel tech can help your hotel with labor shortages by making operations more efficient and less time-consuming while improving the guest experience.   PMS Features and Integrations Alleviate Hotel Labor Shortages According to Revinate, 95% of hoteliers are facing a staff shortage while occupancy is experiencing record highs. One hotel in their report said their shortage has them operating with only 70-75% of their staffing levels. This is the norm, not the outlier, in today’s market. But, as many independent hotels learned during the pandemic, those with a cloud-based property management system (PMS) already have a leg-up on their ability to streamline operations and maximize staff. Because, as the name implies, cloud-based PMS exist in the ‘cloud’ (they run online), operators can manage their hotels from anywhere at any time. Hotel managers no longer need to drop everything and dash back to the hotel to deal with accounting issues or make rate changes. Front-desk duties, such as group management and availability calendars, or back-office tasks, like rate management and financials, are all at your fingertips, wherever you are.   Automation. Nothing streamlines operations like automated systems! At the heart of operations, the PMS automatically coordinates reservations, inventory and availability, housekeeping, and reporting, centralizing data to streamline front- and back-office tasks. For example, instead of manually sending routine emails to guests, set up and send templated emails from your PMS automatically based on defined triggers for booking confirmation, pre-arrival, check-in and post-stay communications, waitlists, group bookings, rental agreements, and more.  A cloud PMS is easily integrated with your other hotel systems — including payment gateways, OTAs, point-of-sale systems, locking systems, CRMs, and revenue management software, etc. — to automatically share relevant reservation data with those systems so that staff don’t have to manually re-enter information into multiple systems. System integration with your PMS at the core is an important part of automating processes and maximizing efficiency.   Self Check-in: Let guests jump the queue with online registration and self check-ins — saving you time and resources in the process. Typically, hotel guest check-ins — with forms to sign and policies to review — take around five minutes per guest and often result in queues, occupying your front desk staff and frustrating guests. By moving this process online, all agreements, waivers, screening, and guest information collection is completed online by your guests in advance of arriving at the hotel, improving the guest experience by not having to wait in a physical queue, while simultaneously saving staff a lot of time! With automated email or SMS communications, payment gateway and mobile key integration, the entire check-in process can be automated.   Rate Management: Flexible rate management tools make monitoring and adjusting pricing a cinch, from creating group discounts and package rates to instant overrides. Yield management functionality allows you to automatically adjust prices based on predetermined occupancy rules — talk about a time saver! If you haven’t already added a commission-free online booking engine (OBE) to your property’s website, this is your first order of business. Integrated with the PMS, reservations made by guests using the OBE are automatically updated in the PMS, and live rates and availability are always displayed online. Not only will you save valuable employee time from taking reservations by phone and email but today’s guests expect (and many even prefer) to book online. While OTAs are a great way for guests to find you and book online, why not offer your own online bookings and save on commissions? Speaking of OTAs, you’ll also save time by integrating your OTA channels or channel manager with your PMS to synchronize live inventory, rates and availability across channels, instead of managing each separately. Plus, all reservations coming through your channel partners are automatically updated in your PMS so no matter where guests book, they always have access to up-to-date availability. Integrating your PMS with your online distribution channels is a must for maximizing time and preventing overbooking.    Housekeeping reports: While a PMS cannot perform housekeeping duties, it can make housekeeping processes more efficient, which is essential with a lean staff. With a mobile housekeeping report, staff can check their housekeeping schedule using their own mobile phones, to see which rooms are vacated and ready to be cleaned and to mark rooms as clean as they go, adding housekeeping notes and maintenance alarms as required. The front desk is kept in the loop in real time with the same system. Furthermore, checklists for each room keep staff on track to ensure nothing is overlooked — because as you know, when it comes to cleanliness, guest standards are higher than ever before due to the pandemic.   Mobile keys: Keyless entry is an elegant accompaniment to online registrations and check-ins. While it may seem small, keyless entry technology removes the headache of keys altogether, whether it’s actual keys or cards. No more sanitizing, organizing, re-setting, or distributing. With keyless entry system integration with your PMS, guests can simply unlock their room door with their mobile device. Along with online check-ins, keyless entry integration allows guests to bypass the front desk altogether! Imagine no guest lineups at the designated check-in time and no key drop-offs at check-out. Did we just hear a sigh of relief?   Save time, resources, and money by employing smart room technologies. Allowing guests to adjust room temperature and lighting with their phones puts comfort into the palm of their hands. Better still, IoT offers the ultimate in personalization with room light levels that adjust with the time of day, and keeps the room temperature at exactly the right level — automatically. This kind of efficiency decreases demand on housekeeping and maintenance teams and helps with your sustainability initiatives.    Chatbots: Hotel Chatbots are an excellent way to assist your online guests 24/7 without any extra effort from staff. Integrated with your hotel's website and/or within your guest messaging app, an AI or rules-based chatbot can assist guests with booking, requests, FAQs, upsells, and local recommendations. Younger generations are the most comfortable seeking help from chatbots, with many guests preferring to search for answers this way than connecting with a real human — which frees up your human employees for in-person help.   Robot room service: A couple of years ago, robot room service was exclusively seen as a novelty service to delight guests. But in the age of COVID-19, it’s obvious to see the practical utility of employing robots by reducing human contact (and thus germs) and by reducing the need for bellhops. Because labor shortage is a trend that existed even before the pandemic hit, perhaps investing in robot room service is no longer pie in the sky. Isn’t technology an amazing thing? Instead of providing a lack of care or impersonal service (a common fear about using technology), today’s hotel tech provides hoteliers with a way to upgrade the guest experience even in the face of decreased staffing. If your property does not have one already, a robust and innovative cloud PMS like WebRezPro can set you on the path toward hospitality excellence and higher revenue, not to mention less stress.  

8 Ways a Hotel PMS Improves Operations and the Guest Experience

by
Jan Hejny
4 hours ago

Shortly after COVID restrictions were eased, I went on a short golfing trip to Austria. I booked a well-known boutique hotel with a SPA and a fantastic restaurant surrounded by vineyards. I found out later that many other people had the same idea, as the hotel was fully booked for the weekend. Well, good for them, I thought. Anyway, when I arrived, it was raining, and I didn't bring my umbrella with me. So I came into the hotel soaked, hungry, and in desperate need of a shower. Unfortunately, out of the two check-in desks available, only one was operating, and the poor guy was trying hard to check in all the arriving guests as quickly as possible, while doing his best to have a cordial chat with them. Make no mistake: I'm sure it wasn't his fault that we had to wait for five minutes before he finished with the previous guest. When finally my turn came, the receptionist spent a tremendous amount of time staring down at his computer. I tried to ask him a few PMS-related questions, to understand why it was taking so long (of course, he didn't have any idea I knew a thing or two about PMSs), but I started to feel bad for the people waiting behind me, so I stopped any efforts to communicate with him, and I wasn't even told where and until when I could get my breakfast or where the SPA was. And that was the moment I realized, at least on a personal level, that there's something intrinsically wrong with hotel tech today.   When Technology Breaks Down Now, I am sure that, if you’re a frequent traveler like me, you have similar horror stories. According to a Qualtrics survey, 57% of poor hotel experiences are down to unfriendly staff. Problem is that, very often, hotel staff is unfriendly because they’re overworked, especially post-COVID, when properties are operating with skeleton staff. Here’s where technology should help, but the Austrian one is the perfect example of a case where it didn’t, and this happens way more than we, in the industry, like to admit. Moreover, tech should not only improve operations, but guest experience as well. Bad news is that, often, it fails in both fields. When your tech stack increases workload and waiting time at the reception (or in any other department, for that matter), you know you’ve got a problem. Technology is fallible, whatever you may think, and choosing the wrong software can heavily penalize your operation. A couple of years ago, a curious news story was published: the Henn-na hotel in Japan, known mainly because a good part of its employees are actual robots, had to "fire" 243 of them for doing "a bad job." One staff member, interviewed by The Mirror, stated: "It's easier now that we're not being frequently called by guests to help with problems with the robots." Well, this is an extreme example, but it’s not uncommon to see hotel staff having to find hacks and workarounds to make things work. If you’ve ever had a job in the hotel business, you know exactly what I am talking about.   The Role of the PMS in the Hotel Tech Stack Now, at the core of hotel operations, there’s always the PMS, so this is where the majority of problems start: bad integrations, lack of built-in features, etc. Choosing wisely is crucial, but not always easy, especially because hoteliers may be, paradoxically, unaware of the problems they need to solve. This is not due to the fact that hoteliers are bad entrepreneurs, quite the opposite! Problem is that being a hotelier means having to manage many operational aspects of the job, most of which are very complex and detailed. A General Manager, for instance, will obviously have to prioritize certain tasks, rather than spending hours to go deep and understand a certain technical problem. The thing with PMSs is that they’re the kind of software which is used by several different departments, so everyone has an opinion on it, yet a partial one. Sales & Marketing will likely never have to insert a group reservation, while the front office department won’t have to deal with MICE requests. In my experience, General Managers are the ones which can green light the implementation of a new software, coordinating, understanding and synchronising different departments’ needs, but chances are that their vision is limited, due to too many things on their minds, too. And we’re back to the hotel in Austria: somebody picks the wrong software, the system makes the life of all (or, at least, some) employees miserable, there’s less time to focus on the guests (which is even worse than the previous issue, while, of course, unhappy employees are unlikely to make guests happy), and… Well, you see where I am going with this, don’t you?   How PMSs Can Improve Operations and Guest Experience So, when picking a PMS, you should always be asking the one million dollar question: will this system make my life (and the life of my staff) easier so that they can make my guests happier? Knowing what to look for in a PMS can make a huge difference, so make sure that you understand what a property management system can (or can’t) do for you while trying to go into details during the process. Because if there’s anything we have learned over the past two decades, is that the devil is always hidden in details. Here are some of the areas where a good PMS can actually make a difference for both the hotel staff and guests: Reducing the workload during the check-in/out process. A publication by Cornell’s Center for Hospitality Research studied guests’ tolerance of delays during check-ins, and found that the “breaking point” for US guests is as short as five minutes. There’s an interesting discussion on Quora titled “What is the actual average length of time (in minutes) for hotel check-in and check-out?” Of course, the method is far from scientific, but it’s a fascinating read. According to the discussion, a best-case-scenario-check-in is at least 2-3 minutes. You know what that means? That if an American guest has two persons in front of him, he will likely leave a pesky review… Self check-in kiosks and apps can dramatically improve the check-in/out experience, yet most PMS do not support the technology; Remove friction during payments. It’s not uncommon to find hotels that still manage credit card payments manually. Usually, it goes like this: the back office department receives a booking, and they have to log in into the extranet, find the reservation, get the card, switch to another page for the CVC, get the physical terminal POS, type the total amount and the card details, wait for the transaction to go through. If this doesn’t look like a big deal for you, try to time your staff while they do it. I doubt it will take them less than five minutes per transaction. Now, let’s say you receive 25 reservations a day: that’s over two hours wasted just to charge credit cards. Not to mention what happens if the card does not work, you have to ask for a new one and start the process all over again. A PMS can solve the issue with payment automation proprietary features, or by integrating to third-party providers; Integrate invoicing systems. It may sound crazy in 2021, but I have seen too many hotels where the reception has to ask accountants to issue an invoice and, on the other side, too many accountants typing numbers manually from PMSs reports into their accounting systems… A simple integration will save hours of manpower every day; Connect your PMS to your SPA system. In most cases, if a hotel guest wants to book a treatment at the desk, the reception has to call the SPA, check availability and then book. Integrating the two systems will dramatically reduce workload, and guests will also be able to book and check availability directly online; Get smart in F&B. The adoption of QR codes and online ordering increased dramatically due to anti-COVID guidelines, and this is a prime example of a system that can dramatically reduce waiting times and improve guest experience. Customers are able to order (and pay) immediately on their phones. This reduces the waiting time (the waiter does not have to come and take your order or bring you the bill). Customers are in full control of the timing, and restaurants can allocate less staff to serve the same number of people, saving money. Moreover, thanks to Kitchen Display Systems (KDS), orders are not printed on paper but are shown digitally on a screen in the kitchen. KDS can also measure the average time needed to cook a meal, improving efficiency and customer satisfaction; Housekeeping digitalization. Another feature that COVID dramatically accelerated is the adoption of housekeeping apps, both built-in in the PMS or provided by third-party vendors. They reduce workload and make communication between departments easier. Hoteliers can also benchmark housekeeping staff timing to optimize operations and - particularly important for green hotels - drastically reduce the use of paper. According to a study, hotels use almost 2B A4 sheets per year in the United States only, meaning that 268,000 trees are chopped down annually only to fulfill the hotel industry's needs. It's the equivalent of 15 New York Central Park worth of trees cut every year! Automated emailing. Even though this is a feature we tend to associate with CRMs, some PMSs provide built-in functionality to communicate with guests pre/mid/post-stay, improving both the guest experience and increasing revenue coming from ancillary services proposed in the emails; Connect. Connect. Connect. It may sound crazy, but there are still a lot of hotels without a proper 2-way-integration between the PMS and the channel manager. It goes without saying that linking the two systems will dramatically reduce workload and bring human error down to virtually zero.   Understand the Tradeoffs of New Technology to Maximize Impact Paul Virilio once stated: “When you invent the ship, you also invent the shipwreck; when you invent the plane you also invent the plane crash; and when you invent electricity, you invent electrocution... Every technology carries its own negativity, which is invented at the same time as technical progress.” This is true for hotel tech as well, that is why implementing technology just for the sake of it it’s never a good idea. Choosing any software, and PMSs, in particular, requires a complete understanding of the property’s current (and future) needs. The risk with picking the wrong system is to end up like the Austrian hotel I wrote about at the beginning of this piece. At HotelTime Solutions, we provide tailored solutions and follow our customers during all the phases of the implementation, making sure that they can focus on what they do best: taking care of their guests.  

4 Hotel Tech Tools for the Post-Pandemic Travel Surge

by
Sandra Holland
4 hours ago

It’s no secret that the travel industry was one of the most prominent industries affected by the COVID-19 pandemic. In fact, the U.S Association of Travel reported that the United States lost around $500 billion in travel spend, and the United Nations World Tourism Organization reported international tourism plummeting between 20%-30% in 2020. But it’s not only airlines within the industry who suffered.  Hoteliers too, have felt the devastating effects on their bottom line. With more than one third of hotels claiming bankruptcy in 2020 and 77% laying off critical workers, McKinsey and Company declared hotels “among the hardest hit” during the pandemic.  2020 was undeniably a tumultuous time for hoteliers, however, with vaccines rolling out and safety measures improving around the globe, the future for hospitality looks more bright than bleak. In fact, it was predicted by Statista that “as a result of increasingly affordable flight rates and cheaper oil prices, passenger and cargo air traffic are estimated to grow substantially through 2039.” What’s more, McKinsey and Company predicted revenue per available hotel room (RevPAR) returning to very near pre-crisis levels in 2022. With a more than devastating past few years, the coming months will remain pivotal time for hotels to harness in order to prepare for a surge in travel and return to a thriving business. In that case and in order to prepare you for an influx of guests with new preferences, we’re sharing our top tools to consider, in a post-Covid world, so you can maintain efficiency and build customer satisfaction.   4 Tools to Consider For The Post-Pandemic Era Over the course of 2020, the number of customers opting for technology to combat face to face communication, increased radically. Social media grew as a customer service channel, check-in and check-outs became streamlined through online portals and QR codes created a safe and effective way for customers to place orders.  During the pandemic, technology wasn’t a nice to have, but rather a necessity in order to communicate and win customers. McKinsey even reported that the “responses to COVID-19 sped the adoption of digital technologies by several years—and that many of these changes could be here for the long haul.” In addition, according to Gursoy’s, COVID-19 Study 2 Report: Restaurant and Hotel Industry, the majority of hotel customers (70.42%) believe that the use of various technologies in service delivery is necessary in the COVID-19 environment in order to minimize human-to-human contact. Some examples include; service robots, digital menus that can be viewed on personal mobile devices via QR codes, contactless digital payments, keyless entry, touchless elevators, etc. For hotels, the next year will be a critical time to set a foundation of service and enhanced experience in order to win loyalty. In this next section, to support your hotel endeavours with the influx of customers, we’ll take a look at technology-based tools to help meet customer needs and streamline operations for maximum efficiency. Safety Satisfaction Measurement According to McKinsey and Company, when asked “what it would take to get [travelers] to travel again, most stated additional health and safety measures.” Post-pandemic, an integral part of improving satisfaction and maintaining hotel operations, will be the need for improved safety measures. This means, following regulations, taking extra precaution and then measuring guest satisfaction to see how you’ve performed. Measurement will be a key factor here, as you can understand critical touch points like room cleanliness, satisfaction with contactless check-in, ease of check-in with rapid tests, room service and more, to continuously improve the experience. Self-Service Options Even before the pandemic, people around the world were shifting towards a more digital approach to business interaction. The pandemic, in this instance, simply accelerated that pace, pressuring businesses to consider innovative ways to incorporate technology. For hotels, self service options will be paramount in a thriving customer experience. Whether it be in the form of a chatbot on your website answering frequently asked questions, a portal on your website for check in and check out, or an OnDemand ordering system for room service. By having self-service options in place, you reduce employee error and meet customers where they are for a streamlined journey.  Consolidated Messaging  As a result of shifting to digital capabilities, McKinsey also noted the acceleration of digitized customer interactions. A whopping 3 years ahead of its time, customers have quickly adopted contactless communication channels like guest messaging via text, Facebook Messenger, email, WhatsApp and more, in order to adhere to new regulations and increase the feeling of safety.  With these new preferences, a digital inbox, or messaging platform with a centralized inbox will become imperative to meet the influx of digital channels. It’s important to note that we are specifically referring to an inbox that can retrieve a number of different channel types in one consolidated inbox. This will make responding easy and efficient for employees, as toggling through different tabs or windows will become daunting in an era where customers are regularly channel hopping.  Task and Ticketing Software In addition to customer facing technology, back of house, or operational software will also become an essential tool to ensure all functions are running smoothly and managers are able to keep the experience thriving. For many hotels, ticketing software may already be in place, however for the post-pandemic era, an intuitive software will be essential. Not only does an intuitive ticketing platform provide housekeeping, reception, restaurant staff and more, accountable through real-time tags and mentions, but it also ensures everyone has visibility into tasks to identify time-saving opportunities. In addition, it adheres to contactless preferences. Employees can communicate via staff collaboration software without ever having to meet - lessening the number of interactions and bolstering employee confidence.    Final Thoughts Almost everyone, in some capacity, has been affected by the COVID-19 virus. It was unprecedented and many suffered. Although adopting technologies and being hyper aware of the current situation is key, it’s also very important to be cognisant of guest feelings and unease. For the post-pandemic era, flexibility and understanding should be paramount in the new travel experience. This means taking a new stance on cancellation policies, allowing flexibility with trip modifications, actively listening to your customers, acknowledging frustrations and making a point to do better. Working hand in hand with your biggest advocates, your team, and new guests, you can strengthen your operations and propel your hotel to deliver a memorable post-pandemic guest experience.

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Recent Mobile Ordering & Room Service News & Community Updates

INTELITY Announces its Award-Winning Hospitality Technology Platform is Now Mobile Responsive

INTELITY
4 hours ago

INTELITY®, the provider of hospitality’s most comprehensive guest experience and staff management platform, has today announced the latest update to GEMS® (Guest Experience Management System), the back-end to its proprietary platform. The patented GEMS system is used by hotels around the world to manage the many guest services offered by INTELITY’s cloud-based platform, but also for general ticketing, staff-to-staff work orders, device management and business intelligence.  The new GEMS update includes several improvements to drive operational efficiency, as well as a redesign for mobile responsiveness. “There are so many INTELITY-driven guest facing features where GEMS is a single destination for staff to view the digital guest experience, our 2022 and 2023 roadmaps are focused on giving staff members even more tools to even better understand and connect with the guest throughout their stay,” commented Matt Lynch, VP of Product. “This update not only benefits hotel staff in terms of GEMS usability, especially while they may be juggling multiple tasks, but also provides broad support for any mobile device staff members may use.” The new features in the GEMS update include a vastly improved filtering system to make finding a specific guest or staff request easier than ever. A redesigned service request and work order user interface and supporting workflow is also included in the update. The new look and feel focuses on a summary card view with easy-to-digest information to enable staff members to quickly engage as appropriate, even during busy periods.  Additionally, the new update supports a completely mobile responsive user interface for use on tablets and mobile devices without the need for a dedicated app download, giving hoteliers the same information across teams, whenever and wherever needed. At a time when hotels are dealing with staff shortages, GEMS enables staff to work more efficiently, allowing many time sensitive requests to bypass a busy front desk and be sent directly to the back of house personnel. “Our platform has always been about not just making life more seamless and elegant for guests, but also for hotel staff, both guest-facing team members and those operating behind the scenes”, said Robert Stevenson, INTELITY CEO. “These enhancements to GEMS are just another step in supporting the frontline teams at our hotels on the INTELITY platform, helping to make them the stars of the show.” Moving forward, INTELITY will continue to leverage its hospitality tech expertise to deliver best-in-class mobile capabilities for guests and staff. For a more in-depth look at the full INTELITY platform or to request a demo, visit INTELITY.  

Sandpiper Hospitality Chooses Impulsify as Exclusive Grab-and-Go Technology Provider

Impulsify
4 hours ago

Sandpiper Hospitality, led by industry veteran Jim Darter, announced they have chosen Impulsify as their exclusive partner in the grab-and-go retail space - committing several high-profile hotel development projects to kick off the partnership. “Sandpiper Hospitality has chosen to align on an exclusive basis with Impulsify, a company that is changing the game in grab-n-go markets in hotels and beyond.  We look forward to a mutually beneficial relationship that will allow our hotels to meet the need of our owners and guests in a creative, efficient and curated way,” says Jim Darter, President of Sandpiper Hospitality. The new partnership will launch a custom designed self-service grab-and-go market for the first Wyndham dual brand offering. The La Quinta / Hawthorn Suites by Wyndham in Pflugerville, TX will offer two brands under one roof sharing one highly customized lobby retail outlet, designed by Impulsify, to meet the needs of both short- and long- term guests. In addition, Impulsify’s guest-facing POS is fully integrated with the Opera PMS system for Room Charge capability at both brands. Also included within this joint venture is a new extended stay brand initiative. Sandpiper Hospitality tapped Impulsify to design and develop the full retail program offering for their new conversion-based brand - which will include limited grocery, warm breakfast, and self-service checkout for guests on the go. “Jim just gets it - 100%.” says Impulsify CEO, Janine Williams. “While some owners and management companies are seeking waivers and scaling back grab-and-go inventory and operations, Sandpiper Hospitality looked at the immediate ROI retail offers as well as guest demand for curated, packaged F&B and made the decision to do it right on both design and technology. It really has to look and feel a certain way or they’re going to send all your F&B revenue to GrubHub.” Impulsify uses proprietary retail performance data from over 15 million hotel retail transactions rung into their POS solutions to recommend product mixes based on type of hotel, guest profiles, geolocation, best sellers and emerging trends. Product performance data from 2021 indicates that healthy options, higher quality indulgent items, and larger portion sizes were the clear expectations of today’s guests.  Before COVID-19, Impulsify primarily sold their front desk POS solution, ImpulsePoint, to automate transactions and inventory - with only 20% opting for their self-service kiosk. However, when COVID-19 hit and the labor crisis overwhelmed hospitality, sales of ShopPoP: Self Service Kiosk saw a dramatic increase of 235%, with 68% of hoteliers adding the guest-facing POS option to their grab-and-go markets. The ability to purchase in-store at a self-service kiosk rather than wait in line at the front desk is a clear preference, as 92% of retail transactions have moved to the kiosk when the option was made available, according to 2021 transactions. “The owners and management companies who invest there win on multiple levels: increased revenue, reduced burden on tired front desk teams, and a better guest experience. Kudos to Sandpiper Hospitality for making it a priority,” asserts Williams. The first retail project of the new partnership launches February 2022.   About Sandpiper Hospitality Sandpiper Hospitality is a high-performance hotel management firm recognized as experts in the extended stay hotel space.  With over 50 hotels open or under  management for a diverse group of clients across the country, Sandpiper Hospitality is on the leading edge of the hottest segment in hospitality. According to the April 2020 edition of Hospitality Business, Sandpiper Hospitality was the fastest growing Top 100 hotel management company from 2018 to 2019 and that expansion has continued into 2021. The firm has earned its position as the leading operator in the extended stay hotel segment of hospitality by virtue of superior returns on investment for its investors and clients.  Sandpiper Hospitality - where expertise grounds us and flexibility elevates us.

The Summit Hotel Enters Low-Touch Economy with Smart Ordering & Payments

RoomOrders
4 hours ago

The Summit Hotel in Cincinnati is restoring guest confidence with the adoption of low-touch technology, enabling guests to order and pay for food and beverage as well as other services with their own smart phones. “We’re modernizing in room dining to put the ordering experience completely into the hands of our guests,” said General Manager Denise Bayless.   “The transformation should see an end to door hangers and other old fashioned customs, replacing them with streamlined operations, communications and faster delivery.” A mobile ordering and payment platform that allows guests self-service via their own smart phone, RoomOrders does not require app download. Guests simply scan a QR code or tap an NFC tag to order food and beverages through a digital menu in the cloud. The solution is used in hotels, restaurants, bars and cafes, in a variety of locations, including lobbies, suites, rooms, poolside deck-chairs or rooftops. “Of all the solutions we were looking at, RoomOrders had the most seamless integration process and quickest start up,” said Director of Finance, Rebecca Hagerty. The corona virus has had a major impact on hospitality providers, with many forced to close completely in nationwide lockdowns. Many surveys indicate that every other traveller would be more likely to order room service or dine-in at a hotel restaurant if mobile ordering were available. Hoteliers have resisted digitalization fearing it would remove a key ingredient of hospitality - ‘human touch.’ However, new solutions tap into customer habits and behaviour in the ordering process, leaving hospitality staff more time to tend to the guest experience.  “We wanted to take the front desk out of the equation, allowing the guest to order directly to the In-Room-Dining terminal,” said Brad Muchnicki, Director of Food and Beverage. RoomOrders is used in more than 100 leading hospitality brands across the world, from Hilton to Marriott and Accor - including hotels and resorts from Boston to Belgrade and Barcelona.  

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