Hotels see a lot of wear and tear. And, when a hotel room is out of commission for maintenance, a property stands to lose a lot in revenue – by one estimate, a hotel loses $17,653 for every day the room is unavailable. Maintenance is a massive part of hotel and real estate operations, but it gets very little attention as compared to other functions of running a hospitality business. As a result, adding CMMS software to your preventive maintenance program can dramatically improve the maintenance operations efficiency and service of your hotel property – and ensure you don’t lose revenue due to an unresolved maintenance issue leading to asset downtime. Here’s what to look for in a work order system, as well as some popular software picks worth checking out. What is a CMMS System? CMMS Stands for Computerized Maintenance Management System. A CMMS is designed for maintenance tasks at large businesses and is therefore often referred to as an EAM platform (enterprise asset management). As such, they have features designed to manage maintenance teams and processes across the entire organization from start to finish. The core value propositions of a CMMS are: (1) optimize operating efficiency through streamlining maintenance activities and (2) decrease maintenance costs through more effective inventory management. A CMMS is, at its core, a SaaS (software) database. In addition to digitizing the work order process described above, the CMMS will also have the capability to track resources and labor availability, register assets, automate the scheduling of preventative maintenance, track inventory, and provide reporting across maintenance categories. Here's a quick checklist of CMMS features to give you an idea for what this software is capable of: Predictive maintenance: use data to automatically recommend upkeep like an HVAC servicing beyond basic maintenance schedules. Maintenance manager reports: real-time visibility into asset health across a structure or group of structures via easy-to-understand KPIs. Asset performance and equipment downtime should be easy to understand for anyone in an organization. Maintenance history/track work orders: Logs of all changes or tasks completed related to an assets lifecycle. Maintenance strategy coaching: Most software companies in the CMMS space with with dozens or hundreds of other asset owners and should be able to provide insight into maintenance processes and best practices. In addition to making the maintenance workflow more efficient, CMMS tools provide more reliable uptime – meaning they help your team keep the lights on and the property running smoothly for as long as possible. Understanding The Basics of Maintenance Software Work order software is a tool that creates, organizes, assigns, and tracks maintenance requests at a hotel property. This type of software is usually cloud-based and can route requests to mobile devices or stations around your property. It’s more efficient and accurate than managing work orders through pen and paper or via email. Work order systems can do more than just send requests to the right maintenance staff. These tools let you track the status of the work order in real-time, and also provide reports and analytics to show you how well your maintenance management function is performing. Overall, adding work order software to your tech stack allows you to simplify the work order process. Generally, the work order process happens in three phases: creation, completion, and recording. The creation phase begins the work order process. Whether a maintenance task is planned (e.g., checking the hotel’s fire alarm system) or unplanned (e.g., fixing a burst pipe), a manager or staff member must identify the task for it to enter the system. Next, the request is created with added details such as level of priority, the person responsible for completing the task, the location where the maintenance is required, and – most importantly – the deadline. Next, the person assigned to the task (usually an engineer) completes the work requested. This could be as simple as reading a meter, checking a piece of equipment or as complicated as fixing a leak in the hotel pool. Once the maintenance work has been completed, the technician will log it as such in the work order system. A manager will sign off to validate the completion of the task or help find the resources needed if the task is incomplete. Once the manager signs off on the completed task, the work order gets logged and archived for future reference. This record allows technicians to track on-site issues over time. For instance, if an HVAC system requires regular maintenance, the work order system can tell a technician the last time the system was serviced. Likewise, it can also alert your hotel when it’s time to replace old or worn-out equipment. 15 Best CMMS Vendors for Hotels 2021 The best work order software combines asset management and record-keeping with an efficient ticketing system and powerful reporting. Here are the top ten work order software platforms of 2021. hotelkit Facility Management As a 2021 HotelTechAward winner, hotelkit is known for its robust communication platform and ease of use. The software supports a slew of hotel operations needs, including work orders, inspections, and walkthroughs. Staff members can submit work orders from their mobile devices, plus upload photos, then the request gets automatically triaged to the right team and tracked for accountability and reporting. For easy end-to-end operations, hotelkit integrates with many property management systems, like protel, Oracle’s OPERA PMS, and Mews. hotelkit offers a 30-day free trial, then the monthly subscription fee is charged on a per-room basis, making it suitable for hotels of any size. ALICE Maintenance ALICE’s suite of services includes functionality for all aspects of hotel operations, from guest messaging to maintenance. The Preventative Maintenance module allows staff to submit and assign maintenance requests, track equipment usage or issues, and complete walkthrough checklists - all from their mobile devices. ALICE aims to minimize a hotel’s capital expenditures by making preventative maintenance part of the everyday routine; for example, seeing daily boiler pressure readings or spotting trends in maintenance requests can help you spot early warning signs of a larger facility issue so you can fix the problem before something catastrophic happens. ALICE is available with a monthly subscription fee, and it offers integrations with property management systems like OPERA and StayNTouch. hub OS Maintenance This all-in-one operations management software supports not only maintenance requests but also housekeeping tasks, guest requests, walkthrough checklists, and reporting. hub OS’ maintenance module allows hoteliers to build and customize entire maintenance plans, with preventative indicators and trend monitoring to assist in spotting potential problems. The app also creates a calendar of scheduled maintenance tasks to comply with brand standards of local regulations, which then automatically generates work orders for the relevant teams. Since the app even works offline, using hub OS is easy anywhere and at any time, and it can use QR codes for quick identification of assets or locations. hub OS supports integrations with many property management systems, such as Mews and protel. Flexkeeping (Maintenance) Created by a former housekeeper, Flexkeeping knows the ins and outs of hotel operations. Their maintenance management software follows four steps: report, fix, analyze, and prevent. The app allows any staff member to submit a maintenance request with photos and voice-to-text capability, then the appropriate team receives a notification so they can fix the issue as soon as possible. Flexkeeping also supports outsourced maintenance staff, so you don’t need to remember to pick up the phone to call a specialist. All tasks are tracked, and real-time reporting and analytics helps hoteliers spot trends and understand how maintenance issues affect guests and budgets. Hoteliers can try Flexkeeping for free for 30 days; after that, there is an implementation fee and a monthly subscription fee. Transcendent Transcendent focuses on asset management and preventative maintenance, making it a great tool for hotel owners or asset managers working with multiple properties. Transcendent’s enterprise asset management dashboard tracks asset usage, issues expiration warnings, and houses documentation related to each asset to assist with capex planning and budgeting. The software also includes work order functionality, allowing staff members to submit maintenance requests and follow custom checklists for walkthroughs and inspections. Transcendent’s mobile app is available for iOS and Android, and it can read QR codes for easy access to information or task lists for a specific asset. Transcendent charges a monthly subscription per room, so it works for both small and large properties or hotel groups. CHAMPS CMMS CHAMPS CMMS includes easy drag-and-drop functionality to help hotel teams schedule and manage maintenance tasks. Mobile compatibility with this cloud-based solution allows teams to work flexibly, providing real-time updates from anywhere on the property. CHAMPS also includes asset inventory and purchasing capability so that your team can create purchase orders for new materials or equipment. Maxpanda CMMS Maxpanda gets high marks from reviewers for being a flexible CMMS solution. Automated scheduling allows teams to set up alerts for recurring maintenance tasks. Create work order requests for any type of maintenance request. Filter reports using different metrics, including job number, start and end date, completion status, or cost. Hippo CMMS Hippo CMMS is one of the most affordable software options on the market. It’s a relatively straightforward system that allows users to keep track of multiple work orders throughout the work order process. Hippo also provides a function where technicians can attach photos or documents to the order record for future reference. Limble CMMS Limble CMMS is an award-winning tool that claims to help customers capture a 30% boost in overall communication and productivity. The app is compatible with iOS and Android and provides features to streamline work orders, improve communication, manage assets and inventory, and generate reports. Accruent Accruent, formerly known as Maintenance Connection, is one of the top-rated CMMS options for hotels. This tool’s mobile CMMS lets technicians and managers take their management tasks on the go – so anywhere on the property, a work order can be assigned and accepted. Plus, its reporting feature includes over 200 report template types to help your team set benchmarks, monitor work, and identify obstacles in your workflow. ManagerPlus Managing maintenance at multiple properties? ManagerPlus might be the right option for your hotel. ManagerPlus’s asset management feature allows you to track equipment across multiple locations – so if one property borrows a tool from another, it won’t go missing. This powerful tool also provides a way to manage suppliers and other contractors directly within the software, keeping communications in one place so there’s no confusion or additional back-and-forth over email. eMaint CMMS eMaint is great for international hotel brands; it offers multilingual support in Portuguese, Spanish, French, Dutch, German, Hungarian, Polish, Italian and English. If you’re working on a large maintenance project, consider taking advantage of this tool’s document storage functionality. eMaint’s online PDF editor stores your work permits, work order records, asset profiles, and more. Upkeep Reviewers say that Upkeep CMMS is a well-rounded, simple work order management tool. It provides everything you need to streamline maintenance at your hotel: work order creation, management, and racking with automated processes built-in and several different reporting tools. It also allows you to send push notifications and alerts if there’s an urgent maintenance need on-site. MaintainX MaintainX gives you the chance to try the tool for free, so if you’re not sure if CMMS is right for your hotel, start here. In addition to your standard work order features, MaintainX has a built-in messaging tool that lets you comment, message, and save communication around a particular work order request. You can also upload photos to verify work completion – a nice feature if you don’t have a manager available to check that the job is done. Fiix Fiix is another CMMS option that offers a free version. Users say that Fiix CMMS makes it easy to track maintenance and work orders, and that it’s easy to see what the status of each task is. The free version gives you access to the mobile app with some onboarding, asset tagging, and push notifications. It also gives you a calendar and dashboard to track ongoing maintenance. Learn more about preventative maintenance software and how work order systems can integrate with your hotel’s technology in our guide to preventive maintenance software.
Hotel Preventive Maintenance Software Software Articles
As the pandemic continues to bring uncertainty to the travel industry, we know one thing’s certain: technology is a key partner for hotels that want to make creative changes to their operations to not only survive but improve the guest experience (and maybe even the bottom line!) during these trying times. While today’s innovation might be driven by necessity, running a tighter ship will deliver positive change in the long run. Utilizing technology effectively now, with a focus on positive guest experiences and efficient operations, can greatly benefit hotels that choose to take advantage of it for years to come. To better illustrate how technology provides the “building blocks” for innovation in the hotel space, ALICE Creative Director Sean Cohen spoke with Richard See III from the San Luis Resort properties in Galveston, TX. Richard oversees room operations at the group’s three hotels, including the San Luis Resort, Spa & Conference Center, the Hilton Galveston Island Resort, and the Holiday Inn Galveston Beach Resort. Curious to hear about some real-life examples of using technology to build better guest experiences and more efficient operations? Let’s dive in. Driving Guest Engagement From a Safe Distance If you want to better engage with guests, your hotel needs to communicate via their preferred method. And for an increasing number of guests, that preferred method is text messaging. We all know how emails can get lost in the shuffle, not to mention how they can come off as spammy, so text messages provide a quick, concise way to get your point across. A technology partner that supports both text and email communication, such as ALICE, can not only help you communicate important information but also engage with guests in fun ways. At one of Richard’s properties, during their annual Halloween pumpkin contest, guests could cast their votes via email or text message. Nearly 130 guests participated - but only 2 submitted votes via email. Text messaging was by far the most effective way to engage. Contests are just the tip of the iceberg; with a reliable communication platform that supports text messages, you can build upon guest relationships in a plethora of creative ways. Identifying Issues On Property Despite Low Staffing Levels Does your hotel have a chronic air conditioning problem? Or noise during the night? If you’ve never heard about issues like these, that doesn’t mean they aren’t there. Using a technology partner that houses all guest communication can help you uncover issues at your property potentially unknown to management and, once fixed, improve the guest experience. As Richard says, “Before ALICE, our information was not being captured and processed efficiently. Now if we need to locate an issue, we can simply reference ALICE, the data is there. ALICE allows us to see and solve problems in real-time.” Data tracked and exported from a system like ALICE provides the necessary statistics to determine issues that need resolution - and just how prevalent those issues might be. Without a digital record of these guest complaints or interactions, it’s nearly impossible to determine the frequency and severity of such issues. Ensuring Accountability with Less Oversight Since platforms like ALICE track every interaction, case, and task assignment, employees can hold true accountability and see each case through to completion. When a task or case involves multiple employees or departments, it’s easy for things to fall through the cracks. But if the task is housed in a digital platform, visible to the entire team or departments, this extra transparency helps to ensure nothing is missed. As Richard states, “we love that ALICE emails the original creator of the ticket once the issue has been resolved. That way the team members involved can be certain that the case was completed.” Enabling Employees to Onboard New Skills as Managers Flex Staffing Levels Technology isn’t just a partner in building a more efficient hotel; the right technology platforms can also help you flex staffing levels and employee skills. ALICE’s platform, for example, allows internal users to assign tasks to certain departments and employees. At one of Richard’s San Luis hotels, the task of placing a room amenity like a “happy birthday” card is typically assigned to the concierge department. However, if any tasks need to be transferred between departments, ALICE makes the transition smooth. Within the ALICE dashboard, any necessary task reassignment is as easy as clicking a button. Similarly, public area attendants would typically receive task assignments related to keeping the lobby clean, but with less traffic in the lobby and a scaled-down housekeeping team, housekeeping managers would reassign tasks like bringing extra towels up to a room to public area attendants. The entire process was as simple as a few mouse clicks; public area attendants would see these new tasks in their regular task dashboard. Quickly Pivoting Operating Models and SOPs During the pandemic, many hotels needed to make tough operational decisions. At Richard’s Hilton property, they decided to consolidate their housekeeping staff with the neighboring San Luis Resort. In a typical hotel, without a technology partner, an operational shakeup like this could be a nightmare. But with ALICE in place, the transition at Richard’s hotels was actually quite seamless. He describes: “Using San Luis as our home base, we were able to dispatch tasks and manage both hotels with one housekeeping department. Having ALICE at our disposal made task management much easier because we were able to forward the housekeeping requests from the Hilton property to [the San Luis]. As Hilton guests called down from their rooms, we added the tickets in ALICE, which then alerted staff members at The San Luis next door. [If we didn’t have ALICE], an extreme shift like this would have likely been flawed.” Of course, we certainly don’t want any hotel to be in the situation of needing to let go of a department, but as Richard’s example shows, even in tough spots technology can provide the building blocks your hotel needs to survive. As we look toward the future of hotel operations, technology is the backbone of exciting trends and ideas that will shape the guest experience going forward. Hotels that embrace technology will be the ones to transform their operations using the high-tech to their full potential - including some creative, out-of-the-box use cases like we’ve illustrated here. This content was created collaboratively by ALICE and Hotel Tech Report.
The pandemic accelerated technological transformation across the hospitality industry. Contactless has become a must-have, fitness centers have gone virtual, guest communications have moved to mobile, and self-service has become standard. While some hotels found themselves rapidly deploying new technologies, other hotels have been playing the tech-long game for years. Here are some of the world’s most notable high-tech hotels. We've covered the tech strategies of great hotel groups like Viceroy and Noble House who implement everything from contactless check-in to digital concierge but this article focuses on some more wacky tech implementations with a bit of focus on form over function. This list features some pretty cool hi-tech gadgets and hotel room amenities that go above and beyond the typical flat-screen tv. Some of the cutting-edge technology on this list may off-put more traditional travelers but will undoubtedly hit the spot for tech-savvy millennials. Rather than layer technology onto the operation, these properties embed technology into the fabric of the operation, making it a focal point and key feature. Some use it as an Instagrammable moment at a specific location while others structure their entire brand around the tech-enabled guest experience. Either way, technology is front-and-center at these hotels. Henn Na Hotel, Japan “The Robot Hotel” Tokyo has become the marquee high-tech hotel. The brand concept is “commitment to evolution,” which appears across its operation in the form of robots. Lots of robots! The brand claims to be the world’s first hotel staffed by robots -- and there’s really no disputing that, as guests are greeted by robots at the front desk. At one property, the front desk is even staffed by dinosaur robots and iPad kiosks, which is quite the experience. Other high-tech features at some locations include a robot barista frothing lattes, espressos and teas, as well as a 360-degree VR space for guests to immerse themselves in virtual reality experiences. The hotel is also fully enabled with Wifi powered facial recognition, which eliminates the need for a hotel key altogether. Guests can access the property, and their individual guest rooms, seamlessly using biometrics. Very futuristic, indeed! YOTEL, New York City The YOTEL brand has been synonymous with technology since it opened its doors near Times Square. The showstopper was a massive robot arm dominating the lobby, providing automated luggage storage for guests (as well as safety deposit boxes to store valuables). The YOBOT also provides self-service check-in, which puts the brand far ahead of today’s contactless guest experience. The rooms -- called cabins -- may be small, but YOTEL uses technology to deliver its promise to “give you everything you need, and nothing you don’t.” This includes Smart TVs so that guests can connect their own devices and choose their own entertainment. The guest rooms also use motorized beds as space-savers and motion-activated sensors for lighting and AC to reduce carbon emissions. It’s all about efficiency, delivering an outsized guest experience in even the smallest spaces. Blow Up Hall 5050, Poland The Blow Up Hall 50/50 is an impressive mix of form and function. Designed by BAFTA-award-winning artist Rafael Lozano-Hemmer, the hotel combines a restaurant, bar, gallery, and hotel into a unique vibe. There are several digital art installations, including a commentary on surveillance capitalism embedded right within the lobby. The property eliminates the traditional touchstones of the hotel experience: there’s no front desk. The guest’s smartphone provides access to the property, from check-in to room keys to staff communications. The phone also acts as a room finder: after opening the app, the assigned room lights up and the door unlocks automatically. It’s these small tech flourishes that reinforce the property’s sense of mystery and intrigue. Hotel Zetta, San Francisco At the center of Silicon Valley, the centerpiece of Hotel Zetta is most definitely its virtual reality room in the lobby. Designed by a local tech startup (naturally), the VR cube gives guests a fully-immersive opportunity to experience virtual reality. There are also Nintendo Switch consoles and Oculus VR headsets available so guests can experience next-generation technology in the comfort of their rooms. Other tech touchstones include a vintage Atari Pong table in the Zetta Suite, which is modernized to include both the classic game and a Bluetooth speaker to play personal playlists. Each guest room is also equipped with Alexa-enabled voice control in every room. Guests can order a meal from room service, set an alarm or learn about on-property dining specials. Kameha Grand, Zurich The Kameha Grand isn’t one of those kitschy places that you’re embarrassed to stay at. Quite the opposite: the high-end “lifestyle hotel” is part of Marriott’s Autograph collection. And, with rooms designed by Marcel Wenders, it’s got all of the trappings of a luxury property. Rooms Our favorite rooms are, of course, the Space Suites. It’s the most futuristic room type on this list because it quite literally connects to space. The in-room TV features a live feed from NASA TV so that you can fuel those space dreams. The atmospheric vibes will contribute to that dreamy feel, with “outer space furnishings have been designed down to the smallest detail with a floating bed, pictures of galaxies, hovering astronauts and models of rockets.” Far out! Virgin Hotels The Virgin Hotel brand has always been tech-forward and guest-centric. Even prior to the pandemic, the brand empowered guests to control their own experiences right from the palm of their hand. Now, those features are dramatically expanded to be even more contactless. Named Lucy, the app allows guests to skip check-in, using their phone to select rooms and unlock doors. Guests can also use the app to order room service, adjust room temperature, control entertainment (in-room streaming and Apple Music), plan their trip around the city, or even follow custom exercise routines by Fitbod. Following on smartly with its brand promise, the app also offers three preset lighting modes for guestrooms: Get Lit for full brightness, Get in the Mood for dimmed relaxation, and Do Not Disturb for sleep. By putting all of these elements together into a single interface, Virgin Hotels puts the guest in control. 25hours Hotels Another brand that’s focused on high-tech without losing high-touch hospitality is 25hours. Thanks to an in-house multidisciplinary think tank, the Extra Hour Lab, the brand experiments with new ways of engaging with guests, both through digital and analog channels. That balance plays out in Cologne, where the record store greets guests alongside Perhaps that’s one aspect that distinguishes the futuristic, high-tech hotels: those that understand how to inject storytelling into the experience alongside the latest technology. Cityhub A hybrid between a comfortable hotel and a convivial hostel, Cityhub is futuristic in both its technology and its approach to hospitality. It’s part of a new wave of brands that blend categories and use technology to enable a more social experience. The Cityhub brand has an app but it also takes a cue from Disney and offers RFID wristbands. These bands are used not only for check-in and property access, but also at the bar, cafe or vending machines, where guests can serve themselves and charge their rooms. Without having to constantly pull out their phones, there’s a more personal element to the experience. Each “hub” has its own customizable lighting, temperature and audio streaming, so guests can control their vibe. There’s also an on-property social network, giving guests a digital lobby to meet and plan real-world adventures. The Atari Hotel, Las Vegas (coming soon!) A notable mention is the upcoming Atari Hotel in Las Vegas. This property will blur the boundaries between hotel and immersive experience, building on Las Vegas’ long history of blending entertainment with hospitality. The experience is straight out of Blade Runner: bright lights, massive marquees, and an “everywhere you look” focus on gaming. The Atari Hotel points to a far-more futuristic vision of hotels than anything else on the market today. It very well could be the first hospitality experience built just as much for the virtual world as for the physical one. Guests can host friends in their rooms for gaming marathons, with consoles, batteries, and spare controllers available for delivery. The Atari Hotel may redefine the category and establish a new mainstream travel trend: the gamer circuit. -- What are your favorite high-tech hotel amenities? Let us know if we missed any key ones like hotels with crazy underwater speakers, air conditioning activated by motion sensors, cool touchscreen applications, and more!
During a pandemic that’s decimated worldwide travel demand, many hotels have been stretched thin and are operating lean. Survival depends on carefully controlling costs and minimizing unnecessary expenses. It's a challenging time that has forced tough decisions in a bid to make it through to the other side of the pandemic. A major part of the COVID balancing act has been maintaining service standards with fewer employees on hand while reorienting operations around a contactless guest experience. Technology is front-and-center, as it enables hotels to do more with less and provide safer experiences during the worldwide pandemic. The impact of technology on hotels has been transformative. Not only will hotels emerge on the other side of this pandemic with greater efficiency, but the guest experience will also be more convenient and personalized. To hear about this experience firsthand, ALICE Creative Director Sean Cohen recently talked with Steven Marais, Corporate Rooms Director for Noble House Hotels & Resorts, who’s currently acting GM of one of the hotel group’s 18 assets. Steven offers a firsthand account of how technology has helped a hotel beset by wildfires, COVID, weekly changes in regulations, and fluctuating occupancies. Here are some key boots-on-the-ground insights on how to best leverage technology as a transformative ally at your hotel. Tech Enables Success Amidst Shifting Roles Hoteliers are familiar with wearing many hats. Each day presents new challenges when managing a hotel. Managers may have to step in for a sick team member or deliver items to a room during an overnight shift. It’s all hands on deck to do what needs to be done to operate the property smoothly, successfully, and profitably. One of the best uses of technology is to tackle the many hats syndrome. Technology reduces the burden of “too many tasks, so little time.” It alleviates or eliminates those repetitive tasks (like manual entry and paperwork) so that there's more time left in the day for more impactful work. By moving rote tasks to technology and refocusing energy on the highest-impact task, your property can enhance not only the guest experience but also the staff experience. Work becomes more interesting and high-impact, with stronger collaboration and less confusion. It’s transformational to how your staff works together and serves guests. Great Tech Companies Are Long Term Partners One of the issues when it comes to deploying new technologies is that it is easy to focus too much on the deployment of new tools and less on the proper usage of the existing technology, Steven points out: “Before we look at what technology we need, why don't we take a look at what technology we have first and then look at all the mediocrities.” Over time, usage tends to degrade and bad habits crystallize. Steven uses the example of the front desk emailing a screenshot of a folio to the guest -- it may sound dated, but you'd be surprised at how many workarounds exist at the average property, he continued: “It exists because somebody said, you know what, let's just do it this way because we have no time to fix it.” If there’s a silver lining to the pandemic, it’s this: there’s time to fix deeply embedded bad habits. There's space to make sure that your team is using existing technology to its fullest extent. There's also space to identify gaps in operations and guest experience that could be bridged by new technology. You have time to set up the technology to save you time. Integrations Continue to Make Work Easier Successfully harnessing the transformative power of technology comes from properly matching the problem to the solution. It’s about choosing the right technology for your property is unique needs, Steven says: “Technology needs to integrate and make our life easier, rather than it making our lives harder. Working smarter, not working harder. Technology really can help. It's just that we need to put the effort in and front-load work [when choosing new technology].” Dynamic Guest Communications Strategies are Emerging In a rapidly shifting environment, guest communications must be dynamic and adaptable. Hotels have to be especially nimble and able to clearly communicate the latest local requirements and expectations. It requires a cohesive communications strategy, Steven says: “Things are ever-changing [so] the traditional confirmation letter is not working anymore. We need the pre-arrival text; we need the app automated arrival message; we need to communicate at check-in. We need to set the expectation ahead of time.” Another guest expectation is a more convenient checkout experience. This expectation accelerated during the pandemic as guests want to avoid congregating at the front desk. To provide a better, safer guest experience (and adjust to less staffing), Noble automatically sends messages to guests anytime occupancy is over 80%: “It’s been a game-changer to be able to change your automated messages on the fly. We’ll send an automated message that says, “Tomorrow's a very busy checkout day. If you want to skip the desk and participate in contactless checkout, send us your email when you're ready to check out.” About 80% of guests check out that way. It's unbelievable how that little piece of communication just changed behavior, but it's expected: nobody wants to go to a crowded front desk right now. And there's probably only one person at the desk and maybe a manager.” Another pandemic-fueled guest communications trend is the shift to text messaging over email. With technology enabling texting at scale, it has become the preferred channel for most guests - even at higher-end properties, which has played out across ALICE’s clients: “They're finding that people are not responding to emails that they send. But you can text guests and they're pretty responsive to it. It's a method of communication that the guests like. A year ago, there was some apprehension, particularly with some more upscale hotels, that all of their guests would be receptive.” Tech Helps Hotel Operators Cope with Volatility In addition to navigating the pandemic, Noble House also faced another unexpected challenge in 2020: wildfires. With occupancy at 5%, the hotel filled up within two hours -- and this was while everyone slept overnight. It required the staff to be flexible over an extended period, Steven shared: “It was a journey. It lasted about two or three weeks and then it was ongoing because we had the LNU Lightning Complex Fire. And then we had the Glass Fire. Just one after another.” The nature of the evacuation led to some operational challenges, with rooms getting “pretty bad” as guests had dogs and things they had brought from home when evacuating. With fewer housekeeping resources, the property had to leverage its technology, optimizing room assignments and maintaining their property as best they could. The challenges of labor allocation have been exacerbated by the pandemic’s erratic demand, where occupancy falls on weekdays and jumps every weekend. That makes it hard to align labor with demand, especially when already short-staffed: “Hotels are not meant to go zero to 100 every Friday, Saturday. It’s not sustainable. We're such a lean operation and if it continues for the next year, then we have to rethink our staffing guides. We may see less full-time and more part-time [to accommodate demand fluctuations.]” The lesson here is that superb operators need effective and agile tools to run a lean hotel in an adverse and unpredictable marketplace. These tools are levers to give hotel operations more control to pivot and adapt quickly as things change. Digital Tools are the Connective Tissue Between Corporate and On-Property Technology collapses the distance between corporate and property. It connects managers with a real-time view into an operation, from anywhere in the world. Obviously, during a pandemic when social distancing is required, this is a major plus. And in normal times, it means that properties can be managed more efficiently with less manual oversight. Efficiencies are especially valuable when it comes to preventative maintenance (PM), a complicated process for larger hotel groups. The vision is complete automation by directly connecting corporate systems with the maintenance platform, Steven explains: The engineers get assigned the PM for the day. If they don't finish, it rolls over to the next day. Once they finish, it's triggered into ALICE and we have the reporting of when it was done. Eventually, that's going to be automated, so it will be sent to corporate at the end of every month, rather than them having to scan and send every day, every month. The more automation we do on that front, the better. Technology Puts Personalization in Autopilot The last takeaway from Noble House’s technology transformation is that it’s important to try new things and see how they may improve operations. “It’s just how we have always done things” is no longer an answer, Steven says: “The hotel industry can be very scared to try something new because this is the way it's always worked. The frustration is coming from hoteliers that never used the problem-solving skills that we’re so known for in the hotel industry to solve technology. Because once we don't understand it, and two, a Post-it note “works better.” These technologies will provide even deeper benefits for hoteliers, Steven notes, as hotels begin to leverage guest data to personalize the guest experience in ways that make guests more loyal and satisfied: “In 10 years, I think personalized service will elevate to a way different level. We’re going to go back to our roots of hospitality. We're going to use technology to seamlessly communicate real-time information our teams learn about our guests throughout their stay. Front Desk will be able to one-click communicate at check-in to our F&B team that, ‘Mr. Smith let us know at check-in that he likes microbrews’ and it’s added to his profile for future curated stays all in one go.” It'll get to the point where it's so streamlined, it hits every single guest…to the point where we just don't even think about technology anymore. It just works for us.” There’s no “silver bullet” technology. It’s a mix of industrial-strength best practices, battle-tested operations tools that automate and augment operations (like ALICE), and localized customizations across communications, operations, and corporate. This potent mix will help our industry thrive and emerge more robust than ever after this pandemic finally recedes. This content was created collaboratively by ALICE and Hotel Tech Report.
Each year Hotel Tech Report surveys thousands of industry insiders to find the best hotel tech jobs and employers globally. In 2020, the COVID-19 pandemic wreaked havoc on the hotel industry. The World Travel and Tourism Council predicts that 121 million of the 330 million jobs tied to tourism around the world will be lost in 2020. Despite existential challenges, hotels and their vendors have proven resilient in the face of the biggest challenge ever posed to the hospitality industry by working together. But there’s always opportunity in crisis. The pandemic has advanced digitization in the global economy by at least 5 years according to most experts. Hotels that already had adopted technology like contactless check-in and guest messaging software have had a massive advantage since the pandemic broke out and the importance of technology for running a successful hotel business will continue to rise over the coming years meaning that demand for hotel technology talent will grow with it. Here at Hotel Tech Report, we’ve interviewed countless hoteliers about their journeys from being hoteliers into lucrative technology careers like Del Ross, Marco Benvenuti, Sameer Umar, and Kevin Brown. For hoteliers furloughed on the sidelines, there is an unprecedented opportunity to pivot into a technology career leveraging skills and knowledge from hospitality experience. But which hotel tech companies should you apply to? Every year we do the hard work for you and survey thousands of hotel tech professionals to find the best companies to work for in the hospitality industry. We ask respondents to rate their employers from 1-10 on these key variables: Work-life balance Personal development opportunities Gender equality Confidence in company direction Values alignment 2021 Bonus Question: Rate your firm’s COVD-19 crisis response Hotel Tech Report creates this list each year for two reasons: (1) to help industry professionals find the best hospitality tech jobs and (2) to help hotel tech buyers understand that it’s just as important to partner with great organizations as it is to find great software tools and products. Vendor culture is important to every aspect of a vendor relationship: Product: Great workplaces attract the best talent who make the best products Customer Support: Happy client reps give better service and stay around longer developing deeper relationships. Sales: When a sales team has high turnover, innovation gets strangled because there isn’t enough cash coming in the door to invest in innovation. Our 10 Best Places to Work in Hotel Tech list features companies who foster wonderful work environments for employees. In return, those employees deliver incredible products and services to clients. Without further adieu here are 2021’s 10 Best Places to Work in Hotel Tech… 10. Siteminder (TIE) Right before the coronavirus pandemic broke out, industry leader Siteminder reached an incredible milestone earning itself unicorn status. Under the stewardship of CEO Sankar Narayan the firm quickly composed itself when the pandemic broke out and began rolling out initiatives to support both employees and customers like its World Hotel Index sharing real-time data with the industry when historical data just wouldn’t cut it. Siteminder has an internal slack channel called #stayingsocial dedicated strictly to team members having a social communal space in the age of remote work. This is pretty typical for a small startup but much rarer in the world of 700 employee behemoths. The great part about working at a large startup-like Siteminder is that there’s almost limitless upward mobility according to one employee working in operations at the firm, “They allow me opportunities to take on more responsibilities that are even beyond my scope to develop my skills and prep me up for bigger roles. They also give leadership training to enhance to continue developing my capabilities.” If you’re looking for a fast-paced global startup on a world domination path - then you should absolutely be dropping a resume at Siteminder. The best part is that they’ve got offices all around the world so even if you prefer the WFH life your colleagues shouldn’t be too far away no matter where you call home. 10. Atomize (TIE) This is Atomize’s first time making Hotel Tech Report’s annual Best Places to Work list but we doubt it will be their last. In true Swedish fashion Atomize rates amongst the highest on the list for gender equality with a 50% ratio of men to women on its leadership team. Atomize also rates very highly for culture alignment with a score of 97.8%. Perhaps the biggest standout for Atomize was how highly employees rated the firm’s COVID-19 response and support for clients during a crisis. “Everyone from finance to product development has chipped in to try to support clients. We have for instance developed a relief-program for those that are hurting really bad, we have updated the product to amend for the large drop in occupancy for hotels, etc,” one Atomize executive told Hotel Tech Report. Atomize made it through COVID-19 without a single layoff which is a testament to the longevity of the business and its and commitment to team members. During the crisis Atomize stayed calm, launched the 2.0 version of their core RMS product, and even found time to bring the team together for a BBQ this summer during a slow down in transmission rates. 9. Hotel Effectiveness Georgia (the U.S. state not the country) based Hotel Effectiveness is in the business of helping hotel owners more efficiently manage labor but the question is: how well do they manage their own labor? It turns out they do a pretty darned good job at fostering internal culture. Prior to the pandemic labor costs were the biggest focus area for most hotel ownership and management groups - despite the shift in focus Hotel Effectiveness managed to grow through the pandemic all while placing a heavy emphasis on quality of life for employees. Team members cite a high percentage of employees being groomed from junior roles into leadership positions, flexible PTO programs, and strong opportunities for women. PTO is great but Hotel Effectiveness management goes one step further where they encourage team members to completely unplug and not even check email during their vacation. Adding icing to the cake, employees raved about the firm’s response to COVID-19 where it was able to grow without any layoffs needed. One engineer raved about the Company’s COVID-19 response, “Hotel Effectiveness immediately shifted priorities specifically to address the changing needs of our clients. Hotel Effectiveness provided new guidance materials, payment options, and built new features (such as Daily Wellness Check-In) under tight deadlines to meet the new needs of our customers.” 8. EasyWay Big congrats to the first-ever Israeli startup to make this list! If you’ve ever been to Tel Aviv or the Start-up Nation (Israel), perhaps a job interview with EasyWay is the excuse you needed to visit one of the most amazing cities in the world packed with beautiful beaches, vibrant nightlife, and a foodie scene that’s truly in a league of its own. EasyWay is the quintessential startup with a mentality that so long as you hit your KPIs - the rest of your life is totally flexible. An EasyWay executive’s quote to Hotel Tech Report about the last 12-months at the company says it all, “The work around the clock in the COVID-19 time was crazy. We have developed so much stuff, that I almost miss this period. We've learned a lot from that, and staid on our feet! The rest of the team was great and it really gave me confidence in my own abilities. If you're the kind of person who likes to work hard and play hard - you’d be wise to check out EasyWay’s open positions. 7. Asksuite This is Asksuite’s second year making the list and true to their commercial team’s motto “rockets don’t have reverse”, even a pandemic couldn’t slow down this high flying Brazilian startup. Florianopolis may not be a hotel tech hub (yet) but the Asksuite team has access to lessons in language, hospitality and other training to upskill their way into global domination. During the pandemic, leaders have made themselves available for 1:1 meetings to support all colleagues and perhaps it’s this close communication that leads Asksuite employees to rate 98% confidence in the future success of the firm. Asksuite employees frequently cite an onboarding process that makes all team members feel like a part of the family in short order. 6. RoomRaccoon Despite the pandemic RoomRaccoon doubled the firm’s headcount in 2020 and achieved a major milestone in reaching 1,000 clients. Employees frequently cite similar aspects of the culture as differentiators like their annual international week at the Netherlands headquarters and an inclusive onboarding program. One employee within the marketing department told Hotel Tech Report, “This year RoomRaccoon decided to start hiring more new colleagues against the market trend of furlough and letting people go. To smoothen the onboarding process of our new hires we've created an E-learning program and two intensive onboarding weeks. So far we've onboarded 15 new hires since July 2020 that immediately are getting results. Something I'm really proud of!” If you’re looking for an ambitious organization with a strong remote culture and complementary annual trips to the Netherlands - don’t hesitate and check out open listings at RoomRaccoon. 5. Alliants The Alliants story is the cure to the common venture funded business gone wrong story. Alliants built the business developing custom software for ultra luxury hotel brands like Four Season and Jumeirah before ever dipping their toes into the SaaS world. That means they’ve got killer products, an eye for design and engineering to back it up. Starting in a consultative role for luxury brands has afforded Alliants a luxury not many early stage SaaS products have - cash flow. How would this impact you when you apply for a role there? Alliants employees are given a $5,000 stipend to invest in their own education and training. Whether it’s a paid marketing course or intro to Ruby on Rails - at Alliants you will be able to create your own journey and take control of your destiny. Have you ever had a boss block your calendar so people can’t book meetings with you? Well, Alliants employees have. During winter months with less daylight, CEO Tristan Gadsby blocked the entire team’s calendars from 11:30am - 1:30pm to encourage team members to get outside, walk or simply catch some rays. If that doesn’t sell you I don’t know what will. 4. ALICE This ain’t ALICE’s first rodeo, well it’s their fourth if we want to be precise about it. ALICE has made Hotel Tech Report’s Best Places to Work list 4 years in a row (2018, 2019, 2020, 2021). ALICE is an incredible place to work for former hoteliers because employees truly act as a strategic extension of their partner properties. During the pandemic, ALICE quickly pivoted to rollout closure checklists and other free assets to help partners quickly reconfigure their operations for the new normal. “The most memorable achievement while working at ALICE this past year was being able to provide support for our employees during the pandemic. The pandemic-related fatigue and anxiety impacted everyone and in different ways. We were able to provide support to our employees through group therapy sessions, health and wellness initiatives, increased one-on-one check-ins regarding fatigue, increased opportunities for learning and connection with one another virtually. I am so proud of how the leadership at ALICE has led us through the most difficult time in our industry's history, and with such care for both our customers, our industry as a whole, and our employees,” says one ALICE team member in an HR role. Just as important as supporting clients through COVID-19 is supporting colleagues. ALICE team members were constantly comforted that management understood the stress and challenges they were facing during this historic yet tragic year, encouraging an environment of transparency and honesty about how to cope with natural distractions from work in times of stress. 3. hotelkit Austria-based hotelkit is another repeat visitor on this list moving up from 4th to 3rd place. Founded in 2012 by hotelier Marius Donhauser, hotelkit is a majority female-run business that’s growing rapidly but responsibly throughout Europe. hotelkit’s team motto is “one team one dream” and while the team had to work remotely for a good portion of the year, colleagues are hopeful that 2021 will bring back the annual hotelkit Christmas party famous for great eats and poker. Under Marius’ leadership, hotelkit has fostered a culture that feels like family so it’s no wonder that employees rate the culture so highly across every single vector. 2. Cloudbeds Cloudbeds may be the fastest-growing hotel tech company right now so while their headquarters are in sunny San Diego the Company has got Silicon Valley energy pumping through its veins. Not to mention, Cloudbeds is extremely global with local managers in 40 countries. On March 11th (yes that’s right when COVID-19 took the world by storm) Cloudbeds announced the closing of an $80M funding round. Cloudbeds employees tend to share two main things in common: (1) they are extremely performance-driven and (2) they LOVE to travel. One Cloudbeds employee within the operations department told Hotel Tech Report, “I managed to get promoted on my 1 anniversary day at Cloudbeds, I was so happy and everyone was so attentive to me during this process. Cloudbeds is an amazing company, full of amazing individuals, it's so nice to see the owners in our calls and engaged with us all at all times. I used to think I had worked at good companies, till I met Cloudbeds. This is where I want to stay and grow. It will be hard for any other company to take me from here.” Cloudbeds has TONS of openings so make sure to browse their career page if you’re in the market. 1. Mews This is Mews’ 3rd year making the list ranking #2 in 2019 and #3 in 2020 - but this is their first year topping the list which is a testament to the strong culture at the firm. Like most fast-growing companies, the pandemic wreaked havoc on projections and business plans for Mews leading to some difficult decisions needing to be made. Mews not only came through what was maybe the darkest moment in the history of the hotel industry but came out stronger than ever before. Mews leadership set a strong course for the business cutting expenses, reorganizing the team, rebranding, focusing on remote deployments, and even making an acquisition. Quite a busy year - even if things had been normal. Mews management has created one of those infectious startup cultures that can almost feel cult-like at times often intoxicating entire trade show floors (pre-COVID). It’s not often that employees at an aggressive high-performance tier 1 venture-backed business get to see their founder dancing through a town hall (affectionately named Mews Con) in a silly costume. Mews pivoted from hyper-growth mode into a sharp focus on profitability right-sizing the business and is poised to come out of the pandemic far stronger than it went in. Lots of open roles to check out and we’re sure that list will continue to grow over the coming months.
Each year along with individual awards for the top-rated hotel software in each category, Hotel Tech Report recognizes the Top 10 most customer-centric global companies in the annual People's Choice Awards. The People's Choice Awards serve to honor and recognize companies who have balanced strong growth with a relentless focus on customer-centricity. The HotelTechAwards platform (by Hotel Tech Report) leverages real customer data to determine best of breed products and companies that help hoteliers grow their bottom lines. “The People’s Choice Award goes to a single company across all categories who demonstrates the strongest customer relationships during the HotelTechAwards. Cloudbeds had more than 550 hotelier customers come out to share overwhelmingly positive feedback about Cloudbeds products in the midst of a global pandemic. To have that kind of support from clients during the most challenging market in hotel history says all you need to know about Cloudbeds’ commitment to their partner properties,” says Hotel Tech Report CEO Jordan Hollander. Here’s the Official 2021 People’s Choice List: Cloudbeds SiteMinder RoomRaccoon Bookassist OTA Insight ALICE IDeaS Avvio Hoteltime hotelkit The key factors used to determine the annual People’s Choice Award include total verified customer reviews, geographic reach of reviews, and overall review sentiment and ratings. The best companies know that the most effective way to communicate their value proposition is to empower and amplify the voices of their happy customers. The People’s Choice Award recognizes companies whose customers really value the relationship and partnership. “Twenty years ago we lived in a world where hoteliers just used one of the three or four technology systems out there and typically just ended up using whatever system they had heard of before. Today there are thousands of SaaS choices in the market and dozens of great options available for most use cases but the market is moving so quickly that it’s hard for hoteliers to identify and keep track of the best products and companies. This award honors the companies whose hotel customers are the most vocal advocates of their products to make that process easy,” says Hollander. About the 2021 People's Choice Award The People's Choice Awards serve to honor and recognize companies who have balanced strong growth with a relentless focus on customer-centricity. Early on as a startup, it’s easier for companies to maintain strong customer relationships with a limited customer base. But as a company grows its install base and scales globally, maintaining high customer satisfaction becomes increasingly more challenging. Each year along with individual awards for the top-rated product in each category, Hotel Tech Report recognizes the top 10 most customer-centric global companies in the annual People's Choice Awards acknowledging the achievements of top innovators across all categories who embody the values, transparency, and customer-centricity that lie at the core of truly great companies. View Ranking Methodology>>
Hotel Tech Report has announced winners in the 2021 HotelTechAwards, based on more than 10,000 hotel software product reviews contributed by verified hoteliers during the competition. Winners are selected based on key performance metrics including product popularity, customer satisfaction, integration compatibility, customer support quality, and more. Winning a HotelTechAward is the highest achievement in the hotel technology industry. “In the midst of a global pandemic, 318,466 hoteliers visited Hotel Tech Report from every corner of the globe contributing 10,227 verified new product reviews during the 3-month awards period to share insights about their favorite tech products to run and grow their businesses. It has been inspiring to see this massive wave of hoteliers sharing technology insights and product recommendations,” says Jordan Hollander, CEO of Hotel Tech Report. “This is the most comprehensive dataset around hotelier preferences ever developed and it gives unprecedented insights into tech trends for hotels during a pivotal moment in history. Winning a HotelTechAward is a huge feat with the 2021 competition being the most competitive year ever. Every company on this list should be extremely proud of what they've contributed to the growth of the hotel industry.” During the HotelTechAwards, hoteliers from the world's leading hotel companies review the top tech products used at their hotels to increase operating efficiency, drive revenue, and improve the guest experience. This data is used to identify the best hotel tech products and organizations. "The HotelTechAwards are the only prize in the industry that is completely and transparently customer-driven — it's the hoteliers that decide who is best, and it's their opinion that matters most." Gautam Lulla, CEO at Pegasus. "We at SiteMinder believe strongly in the essence of openness; it is what underpins the very core of what we stand for, and the HotelTechAwards, through the program's data-driven and transparent process, aligns firmly with this value.” - Sankar Narayan, CEO at SiteMinder “This honor has deep, personal meaning as it is decided upon by our clients and represents our passion and focus for providing the most sophisticated revenue technology and comprehensive support.” Dr. Ravi Mehrotra Founder at IDeaS “The HotelTechAwards are a powerful stamp of approval for any company to possess and for hoteliers to trust. We value the HotelTechAwards process, which collects thousands of verified reviews from around the world each year.” Alex Shashou, Co-Founder at ALICE “HotelTechReport is the leading platform for technology in the hotel industry, and its meticulous and impartial verification process makes this one of the most prestigious awards.” Moritz von Petersdorff-Campen, Co-Founder at SuitePad The competition spans core areas of hotel software & technology: marketing, revenue, operations, and guest experience. 2021 Voting included participation from major hotel groups including Four Seasons, Hilton, Marriott, Accor Hotels, Hyatt, Intercontinental, Rosewood, and thousands of independents. "We originally created the HotelTechAwards as a democratized way to help our fellow hoteliers quickly determine best of breed vendors based on data they can trust and the scope of the competition this year is a testament to how far the industry has come in the last decade. The HotelTechAwards rating process is simple, transparent, and unbiased--judging is based on time tested ranking factors, publicly available data, and crowdsourced insights from verified hoteliers who have hands-on experience with each product.” The HotelTechAwards are often referred to as "the Grammys of Hotel Tech" and winners were selected from the top technology products around the world. The HotelTechAwards are the industry's only data-driven awards platform with winners determined not by a handful of judges or popularity votes but by a global community comprised of thousands of verified hotel technology users across more than 127 countries. Best Hotel Software Companies List >>
Hotel Tech Report has announced finalists in the 2021 HotelTechAwards, based on more than 10,000 hotel software product reviews from verified hoteliers during the competition. Finalists are selected based on key performance metrics like product popularity, customer satisfaction, integration compatibility, customer support quality, and more. Winning a HotelTechAward is the highest achievement in the hotel technology industry. “In the midst of a global pandemic, 318,466 hoteliers visited Hotel Tech Report from every corner of the globe contributing over 10,000 verified new product reviews during the 3-month awards period to share insights about their favorite software products. It has been inspiring to see this massive wave of hoteliers sharing technology insights and product recommendations,” says Jordan Hollander, CEO of Hotel Tech Report. “This is the most comprehensive dataset around hotelier preferences ever developed and it gives unprecedented insights into tech trends for hotels during a pivotal moment in history. Finaling in the HotelTechAwards is a reflection of quality every company on this list should be extremely proud of what they've contributed to the growth of the hotel industry.” Hotel Tech Report authenticates reviews through a strict verification process. Further, companies are ranked based on pre-defined objective data variables to avoid the biases present in other human judged competitions. "Based on real and honest customer feedback, the HotelTechAwards really do provide the most transparent view on how technology is perceived and used across the industry,” says Sean Fitzpatrick, CEO at OTA Insight. The HotelTechAwards are often referred to as "the Grammys of Hotel Tech" and finalists are selected from more than 1,000 of the top technology products around the world. The HotelTechAwards are the industry's only data-driven awards platform with winners determined not by a handful of judges or popularity votes but by a global community comprised of thousands of verified hotel technology users across more than 120 countries. -- Competition winners will be publicly announced on January 12th -- Best Guest Experience Technology Finalists Guest Messaging Software: Whistle, EasyWay, Monscierge Guest Room Tablets: SuitePad, INTELITY Guest Survey Software: TrustYou, Guestrevu, Revinate Hospitality TV Providers: Monscierge (Apple TV) Mobile Key: ASSA ABLOY Global Solutions, FLEXIPASS Mobile Ordering: Bbot, RoomOrders Hotel Guest Apps: ALICE, INTELITY, Wishbox Best Operations Software Finalists Property Management Systems: Cloudbeds, Mews, Clock PMS+, HotelTime Staff Collaboration: hotelkit, Monscierge, ALICE Hotel Management Systems: RoomRaccoon, Cloudbeds Concierge Software: ALICE Cyber Security & Fraud Prevention: Canary Technologies, Sertifi Digital Signage: Monscierge Housekeeping Software: hotelkit, ALICE, Optii Marketplaces & Integrators: Hapi, Dailypoint Preventive Maintenance: hotelkit, ALICE, Transcendent Restaurant Management: HotelTime, Oracle MICROS POS Employee Engagement Software: hotelkit, Hotel Effectiveness, Beekeeper Contactless Check-in: EasyWay, Canary Technologies, Wishbox Spa Management: HotelTime Best Revenue Management & Finance Software Finalists Revenue Management Systems: IDeaS, Duetto, Atomize Business Intelligence: OTA Insight, Duetto, ProfitSword Central Reservations Systems: Pegasus Channel Managers: SiteMinder, Cloudbeds, D-EDGE Parity Management: OTA Insight, RateGain Rate Shopping & Market Intelligence: OTA Insight, SiteMinder, RateGain Reporting & Accounting: M3, MyDigitalOffice Upselling Software: Oaky, GuestJoy, EasyWay Best Marketing Tech Finalists Booking Engines: Cloudbeds, Bookassist, SiteMinder Hotel CRM & Email Marketing: Revinate, Profitroom, Dailypoint Digital Marketing Agencies: Bookassist, Avvio, Net Affinity Direct Booking Tools: Triptease, Hotelchamp Website Live Chat and Chatbot: Asksuite, Whistle Independent Loyalty Programs: The GuestBook Metasearch & Ad Tech: Bookassist, Avvio, Koddi Reputation Management: TrustYou, Guestrevu, Revinate Hotel Website Design: Bookassist, Avvio, Profitroom Best Meetings & Events Tech Finalists Event Management Software: Event Temple Group Sourcing & RFP Software: MeetingPackage, Venuesuite Meetings Intelligence Software: Duetto, IDeaS Sales CRM: Event Temple, MeetingPackage
It’s no secret that the COVID-19 pandemic has devastated the hotel industry with flights grounded, global travel restrictions, and high unemployment. Once in a century crises like this often bring about long term societal and behavioral change. Those who are able to identify these tectonic shifts and adapt their businesses are most likely to succeed in the years ahead. Capital markets often act as a canary in the coal mine to help identify these shifts as they’re unfolding. Massively popular video communications firm Zoom has seen its stock grow more than 6-fold during the pandemic as all meetings have moved to virtual. In-person conferences and office meetings have been put on furlough enabling video meetings to jump years ahead of where they would have been without the pandemic. Hotel groups that are able to successfully leverage video in their sales process are setting themselves up for outsized returns in the months and years ahead. You’re probably thinking “yeah, everybody knows about Zoom”, right? While Zoom is obvious, there has been an explosion of operations software that has been far less publicized. Collaboration Tools Are Exploding Right Now Project management, team communications, and collaboration software have absolutely exploded during the pandemic. Here’s are some of the biggest success stories: Airtable is now valued at $2.6B Monday.com is now valued at $2.9B Slack is now valued at $14.5B in IPO Atlassian is now valued at $41.7B Task and project management tools enable teams to collaborate with each other cross-functionally and remotely. These tools help workers do their jobs - so why are their valuations exploding while unemployment is reaching all-time highs? Shouldn’t fewer workers mean fewer users and lower revenue for these businesses? In reality, a smaller hospitality workforce has meant each worker needs to be more efficient with time which has led to the rapid adoption of platforms like those we mentioned above. As companies across the globe have gone fully remote, collaboration tools have become more important than ever to ensure that these businesses can deliver consistent service to their customers. Signing up for software like Airtable brings productivity equivalent to hiring new team members at a fraction of the cost. As workforces shrink, managers use these tools to augment productivity. Hotels Look to Software to Do More With Less Remote work has been a huge driver of the collaboration tool revolution because workers have needed to organize themselves and communicate around specific projects without face to face interaction like never before. Hotels historically already had this need. Hotel teams have always possessed characteristics of remote work that demand efficient collaboration. Housekeepers, for example, often work on completely different floors yet need to stay in sync around room turns and assignments. Concierge and engineering teams often work different shifts without setting foot on property at the same time, yet need to manage requests and projects across shifts without face-to-face interaction. Adding to this complexity, hotel teams have needed to work cross-functionally without direct interaction. Think about the case of VIP guests arriving early. Their room cleaning needs to be prioritized, rushed, assigned to a housekeeper, and then communicated back to the front desk. Without software, these kinds of service optimizations are nearly impossible. Great operations software like ALICE has kept these teams in sync for years and now, like the collaboration tools mentioned above, is more important than ever. Global furloughs and layoffs in the hotel industry have meant that the fortunate workers who retained their jobs have needed to wear multiple hats and perform tasks they’ve never done before. Here at Hotel Tech Report, we’ve heard stories of IT Directors helping out with housekeeping and Sales Managers running shifts at the front desk. It’s been beautiful to see everyone come together and hotels without the right software were caught flat-footed when evolving their staffing and operations models. Despite tightened budgets, the smartest hotels and hotel groups have used downtime as an opportunity to dial their operating models, increasing chances of survival in the short term, and maximizing profit potential in the long run. These businesses have learned to embrace collaboration software to bring their businesses into the 21st century. Instead of seeing a cost center, they view tools like ALICE as a source of strategic value and savings making each worker more efficient and effective. How Oslo’s Clarion Hotel The Hub Leveraged ALICE to Maximize Efficiency During the Pandemic Marianne Høybakk has been a Hotel Manager at Oslo’s beautiful 810 room Clarion Hotel The Hub for more than 2 years and ALICE has completely transformed the way her team operates connecting departments like front desk, housekeeping, maintenance, and concierge in a single platform that is also used to communicate with guests via messaging functionality and request ticketing. At a massive property like The Hub - operations software was a must-have according to Høybakk long before COVID-19. After implementing ALICE’s guest messaging functionality, The Hub experienced a 126% improvement in guest satisfaction scores. Prior to the pandemic, ALICE was already the key hotel software keeping Marianne’s team and guests in sync. When the property ran a fire drill before using ALICE’s guest messaging software, hundreds of frantic guests would flood the front desk asking questions. During COVID-19 a situation like this would be untenable. Using ALICE, Marianne’s team now instantly messages all guests prior to fire-drills to warn and inform them which helps keep everybody calm and improves their stay. Housekeeping managers no longer need to take long trips across the property to find out new room assignments have been distributed and every maintenance issue can now be tracked in real-time to ensure the property is running smoothly. ALICE’s messaging functionality has also grown even more critical during the COVID-19 pandemic at The Hub with constantly changing local regulations. The Hub has been using ALICE to distribute updates around property rules and restrictions mandated by the government in order to keep guests safe and informed in a rapidly changing environment. ALICE has also helped The Hub reduce checkout lines by offering an app-based checkout option for guests who don’t require additional service. This allows the hotel’s team to deliver impeccable service even when they’re short-staffed since they can focus on the guests who have more specific needs. Hotel management is incredibly complex. Within every hotel, there are literally thousands of daily tasks. Now that hotels have cut staffing levels while also dealing with ever-changing regulations and health conditions, it’s more important to invest in operational tools like ALICE that can make every single team member on the property more productive and efficient. This content was created collaboratively by ALICE and Hotel Tech Report.
There are two paths to improving your hotel’s profitability: increase revenue and/or cut costs. All things equal, it's best to focus on increasing revenue because it's additive; more revenue means that your business is growing. However, when there's a downturn, and revenue is harder to come by, controlling costs becomes even more important for the bottom line. With hotel maintenance technicians earning around $42,000 (or $15 to $20 per hour according to data from Hcareers) in the US -- and that’s before any outsourced repair costs -- property maintenance can be a significant cost for hotels. While it's tempting to reduce budgets and defer maintenance, the shortsightedness may leave a financial burden in the not-too-distant future. Here's what you need to know about preventive maintenance, its role in your hotel’s overall profitability and how to successfully implement it at your hotel. What is Preventive Maintenance? As a long-term cost control measure, preventive maintenance is the proactive scheduling of maintenance before things go wrong, rather than reactively respond with repairs as needed. One research study of hotels in Hong Kong found that hotels spent 48% more on corrective maintenance than preventive maintenance, a reactive reality that often results in overspending on maintenance. To achieve the right level of spending, hotels must determine the optimal maintenance zone. This is where the financial and reputational benefit of fixing it before it breaks (preventive) outweighs the financial and reputational costs of fixing it after the fact (corrective). Preventive maintenance programs help asset owners avoid downtime by systematically scheduling work orders and checks before equipment failures occur. Preventative maintenance ultimately increases the life of any piece of equipment or critical assets relative to reactive maintenance which occurs after equipment already has issues that need to be fixed. Preventive maintenance plans are mostly developed and executed by maintenance teams in any organization and help to reduce maintenance costs in the same way that preventive healthcare saves on long term medical expenses. For certain assets like a hotel air conditioning unit in peak summer, unplanned downtime can lead to lost revenue. Throughout the lifecycle of critical equipment, engineering and maintenance personnel must perform condition monitoring checks. Preventive Maintenance Examples Much of the most valuable preventive maintenance centers around electrical and mechanical systems, which have a relatively high cost for replacement compared with its ongoing maintenance. But there are plenty of areas in your property that could benefit from regular preventive maintenance, some of which have a direct impact on the guest experience should they stop functioning. Some other examples of preventive maintenance in properties with high traffic, such as hotel properties, retail establishments, transportation hubs and office buildings, include: Plumbing and sewer systems Hot water heaters Pool pumps Electrical systems On-premise computers and software Refrigeration in your kitchen, restaurant and bar Espresso machines in your lobby cafe Grease traps and floor drains Carpets in hallways and guest rooms Pest control Trimming branches and other potentially damaging landscaping Changing filters on water systems and drinking fountains Cleaning gutters Inspecting roofs Emergency sprinkler systems Each of these items has a useful life that spans a range of years. By scheduling regular inspections and streamlining your hotel’s maintenance, you’ll get more out of your investments and keep using these assets towards the upper range of their usefulness. Preventive Maintenance Checklist There are four types of actions on any preventive maintenance checklist: inspection, detection, correction, and protection. Inspection detects any potential emerging issues so they can be corrected as soon as necessary. Prevention prevents problems in the first place, such as cleaning laundry lint filters to prevent fire risk and reduce energy usage. Tasks on a preventive maintenance checklist can be time-based (eg. cleaning lint filters every Monday) or usage-based (cleaning the filters after 1,000 loads of laundry). For hotels, it's often much easier to do calendar-based inspections, which reduces confusion and increases consistency. Otherwise, staff may not really know where they are on a usage-based checklist and thus feel less urgency without a time-based deadline. A few notable exceptions are any vehicles or equipment with built-in usage tracking. High-traffic properties share some common items that absolutely must be on the preventive maintenance checklist. Here's a sample checklist for your hotel, broken down by focus area and including some overlap between major “deep cleaning” tasks that also function as preventive maintenance. GUEST ROOMS [MONTHLY] Bathroom Inspect faucets and showerheads for leaks and water pressure Inspect toilet and toilet tank Inspect walls and shower curtain for mold Check ventilation fan HVAC Change filters Check thermostat Check blower Clean ducts Other Check door locks Check sprinklers Check baseboards for pest intrusion Replace light bulbs Test iron, TV, coffee maker, etc Test all electrical outlets and light switches Check remote control and replace battery Test all smart room functions (curtains, tablet controls, etc) PROPERTY-WIDE HVAC [2x per year] Change filters Check coolant levels Clean ducts Check heat pumps Inspect rooftop condensers Plumbing [2x per year] Check water heaters Verify water pressure to identify potential issues Video inspection as needed Common areas [1x per year] Repaint walls Repair furniture Clean carpets Replace light bulbs Clean outside storm drains Inspect parking lot Check all outdoor lighting Amenities [MONTHLY] Inspect/test gym equipment Check business center computers/printer Check water fountains FOOD & BEVERAGE Clean grease traps [monthly] Check refrigeration for proper cooling to legally-mandated temps [quarterly] Maintain espresso and other drink machines [quarterly] Clean ventilation hood filters [weekly] Check and clean floor drains [weekly] BACK-OF-THE-HOUSE Maintain laundry equipment Clean lint traps Inspect electrical mains Every property is unique. So, in addition to these standard preventive maintenance items, grab your management team and walk the property. Carefully document anything that you see that could benefit from ongoing maintenance. Look not just for the obvious but also for things that have a direct impact on the guest experience. Regardless of whether these things are visible to the average guest, Your goal should be to develop a comprehensive list of everything that must be maintained property-wide. Next, take that list and combine it with the recommended maintenance windows for all mechanical, electrical, and plumbing systems. Finally, develop your preventive maintenance schedule based on both the recommended maintenance schedule and guest visibility. Items that could potentially jeopardize your reputation should be prioritized over others that are less visible and/or less impactful to normal operations. What is CMMS Software? Preventive maintenance activities and PM programs are nearly impossible to carry out without software in complex assets like hotels. Who could possibly remember all of the different checks necessary to ensure healthy equipment? CMMS stands for 'computerized maintenance management system' and while the term is a bit dated since all systems are computerized today - the term has stuck in many industries with CMMS software rising in popularity in businesses ranging from apartments to hotels and even factories. Maintenance planning team members use software to get a real-time view into asset health without all the time-consuming tasks needed to do so. For example, previously a hotel engineer would need to keep a detailed log of HVAC unit purchase dates and issues. Today, software does all that for them where they load each new unit into the system and software then monitors average health to give automated alerts. Effective asset management and preventing asset failure / equipment downtime can be huge drivers of profitability so investments in CMMS and preventive maintenance software tend to provide very strong ROIs. There's nothing worse than having critical equipment breakdown when it's needed most. Best Preventive Maintenance Software for Hotels At this point, you'll have quite a long list of things to maintain. In most cases, it's actually quite surprising how many things need to be taken care of. Once you add in each item’s recommended maintenance frequency, it can get impossibly complicated to manage. While you could certainly put everything into a calendar and manage manually, that makes it much easier t get off track. Even the smallest amount of slippage can lead to outsized consequences. One day here, a few days there…and eventually, your preventive maintenance schedule no longer reflects maintenance best practices or recommended time frames. Since your schedule is no longer accurate, then you stop using it. And all of that work goes to waste! To prevent slippage and stay on track, many hotels use preventive maintenance software. As the GM or lead engineer, you can stay on track thanks to this software that makes sure everyone is on the same page with both the schedule and the sub-tasks required for each maintenance item. The software will automatically assign scheduled tasks (and sub-task checklists) based on your chosen time intervals and then track progress towards completion in a centralized dashboard. An automated preventive maintenance workflow from Upkeep These automated workflows can be enhanced with what's called prescriptive maintenance. This is where the system analyzes usage and surfaces potential maintenance issues before they occur. Prescriptive maintenance is especially powerful in peak season, with higher-than-usual traffic. As hotel managers, we know what happens when things get busy: maintenance schedules don't always adjust and systems break -- inevitably at the worst time! The best maintenance management software leverages smart analysis to prevent these nightmare scenarios. Two other help features to look for are integration with your guest messaging platform so urgent repairs are quickly routed to the right person and an asset library that centralizes manuals and training associated with your property systems. Here are the top five software tools for hotel preventive maintenance, as rated by verified HTR users: Hotelkit Facility Management ALICE Maintenance Quore Engineering Lodgistics Preventive Maintenance Flexkeeping Maintenance