If you’re considering a full time or part time night auditor job - or preparing to hire a night auditor - you’ve come to the right place. While many people are familiar with the job of a hotel front desk agent since it's during the day shift, the night auditor’s responsibilities aren’t as well known despite providing high paying entry-level positions at hotels. In this article, we’ll explain what a night auditor role entails, what skills will set you up for success as a night auditor, and offer advice for landing a night.
Hotel Finance & Accounting Software Software Articles
Whether you're a general manager, sales manager, marketer or revenue manager - everyone has felt the pains of budgeting season. This stressful time of year has become even more stressful in the wake of the pandemic which has rattled the hotel business and made planning for the future an impossible task. Ever wish you could peer into the future and see what your hotel’s occupancy or RevPAR will be a year from now? We don’t have a crystal ball, but preparing a solid budget for your hotel is the next best thing. If you’ve never set a budget, or if the words “budget season” bring back bad memories of hours spent huddled over spreadsheets in a conference room, then you’ve come to the right place. Preparing your hotel budget doesn’t need to be painful; in fact, it can be a valuable exercise to assess the current state of affairs and to brainstorm about your goals for the future. In this article, we’ve distilled the hospitality industry budgeting process into 8 steps. While it might be easier said than done, these steps can help you find synergy with other departments during the process and set a budget that takes into consideration a variety of internal and external factors. Let’s get started!
When hotels began to reopen with skeleton crews mid-way through the pandemic, the broader industry started to think about hospitality technology as the key driver to running stronger businesses despite weaker resource availability. Hotel Tech Report traffic data illustrates that despite a sidelined hospitality workforce - there is more interest in hotel technology than ever before. HTR recently publicized platform data showing 270% growth from March 2020 to 140k+ monthly hoteliers in May of 2021 (14-months into the pandemic). Vendors are innovating in lockstep with hotelier demand for new technology. Last week our team headed to the first HITEC event since 2019 to scout the latest innovations and save you time staying up to date with recent hotel tech product launches. This article is packed with the latest tools being developed by top tech firms to help you optimize and grow your hotel business. While researching for this article, our team reviewed 96 different product/feature launches to curate the list below based on the most exciting innovations in the market and then synthesized the top 50 innovations into six key trends. Please reach out via live chat if we've missed a critical innovation or trend! WHAT'S INSIDE THE RECAP: Leveraging tech to tackle labor issues The guest experience is getting a major digital makeover Mobile checkin is the new black Guest data management is in the spotlight Empowering commercial leaders to level up their strategy & efficiency Vendors are gearing up to help simplify payments for hoteliers Trend #1: Leveraging tech to tackle labor issues If you ask any restaurant, retail shop or hotel owner these days 'how's it going?', their first response will likely be to tell you how difficult it is to find and retain talent. The mass service industry layoffs and furlows at the beginning pandemic coupled with the elogated impact on the global travel industry from the Delta variant caused a mass labor exodus from the hospitality industry. While city centers continue to feel the impacts of the pandemic, many drive market destinations in many geographies are booming so much so that some have even surpassed pre-pandemic REVPAR levels such as the California wine country and are struggling to staff back up. Whether you're in a booming drive market destination and need labor now, or you will need it when city centers begin to recover--the labor struggle is real and tech companies have their sights set on coming to the rescue by launching new products and features to help do everything from retain your talent more effectively to manage your property with fewer staff. M3 Launches labor. Designed for hoteliers on the go, M3’s Labor Management app, M3 Labor, allows hospitality professionals to quickly access their hotels’ labor information and adapt in real time to the labor needs of their properties. Not only do employees get up-to-date visibility of their schedules and work histories, but property managers also have access to labor variances and managing employee time details, all available in the palm of their hand. UniFocus ShiftGenius. ShiftGenius is a unique scheduling and shift filling feature that introduces flexibility and control for employees and covers the needs of the business. Operators find coverage faster and know that the RIGHT people are filling the shifts. Hotel Effectiveness launches CoverageFinder™: Hotels are experiencing a “coverage crisis” - they cannot find the labor to address the needs of the hotel, the guests, or the team. CoverageFinder makes it easy to identify available labor from within the cross-trained hotel team, the portfolio’s “sister” hotels, and contract staffing firms. Turnover is a massive problem. The Risk Retention Dashboard identifies which associates in each department are at risk of leaving and recommends specific actions that managers can take to prevent turnover and avoid the costly impact of a lost team member. HelloShift launches a housekeeping app. Housekeeping Management app is a quick and efficient way to see at a glance the status of all of the housekeeping tasks at your hotel or property. In one view, know which rooms have been assigned and prioritized, and which rooms still need to be assigned. The quick and simple drag and drop functionality and the ability to bulk reassign rooms make housekeeping management problems a thing of the past! Harri launches Carri Chat & Apply. Carri is an AI-powered chatbot built to assist hiring managers in screening, accessing, and coordinating interviews with viable candidates. Carri transforms traditional job applications into meaningful conversations to engage candidates and improve talent acquisition efforts. eTip launches digital tipping product. eTip helps hotels to better attract, retain, and motivate staff with an app-less tipping and review platform. With eTip, staff receive an increase in compensation and a boost in morale, guests enjoy better service, and managers can act on guest feedback in real time. Beekeeper launches housekeeping app. Beekeeper Work is an intuitive app that will transform how your team tends to daily Housekeeping operations. Team members on their feet can get things done with a simple tap of their finger. No training. No I.T. set up. No corporate approvals. Just easy technology rolled out in days. And it’s available in every language too so no one gets left behind. Trend #2: The guest experience is getting a major digital makeover While the pandemic will certainly not be looked back upon fondly, some good undoubtedly has come of it. While there are so many areas that human interaction can add value in the guest experience, there are also so many areas that manual processes, wait times and antiquated systems have plagued the guest experience for decades and the pandemic gave the industry the nudge that it so desperately needed. Whether that's digitizing compendiums to reduce paper waste and create interactive experiences that generate revenue, ridiculously seamless contactless grab and go stations to meet guest needs in real time or in-stay sentiment analysis to identify and recover from service glitches on the spot--vendors continue to rollout new features and tools to help you leverage technology to become one of your hotel's greatest assets when it comes to delivering a unique and differentiated guest experience. Whistle Digital Guest Book. Whistle introduces a configurable digital guest compendium for a completely contactless experience. Hotels can now offer a rich portal and directory of information, which guests can access through messaging. Impulsify Contactless grab and go. Impulsify announces the arrival of their completely contactless grab-and-go kiosk for lobby retail transactions. Their ShopPoP kiosk now provides a QR code to give users the option of going "Touchless" when purchasing items at their increasingly popular self-service pay stations used by the hospitality and multifamily industries. Flexkeeping Automated Daily Hotel Report. The Automated Daily Hotel Report by Flexkeeping contains all critical information hoteliers need to know to ensure that their team is meeting their set standards. The report provides data on every department - from room service, housekeeping, and maintenance performance all the way over to guest complaints and service slips. EasyWay launches Guest Sentiment Powered by OpenAI. EasyWay AI is now able to automatically detect guest sentiment and act accordingly. For example, if EasyWay AI identifies that a guest is happy and is a potential brand ambassador, it will automatically send them a survey on TripAdvisor, and ask them to share their amazing experiences on social media. Hub OS launched 'DND' and 'Make up Room' statuses for Guest Touch. The system now also allows hotel guests to set their rooms into 'Do not disturb' or 'Make up room' statuses on their own mobile device by scanning a QR Code in their room. This provides added convenience for guests while helping hotels more efficiently allocate staffing resources. GoMoment launches Ivy Offer. Ivy Offer lets hoteliers extend unbeatable offers such as extended stay, late checkouts, and food & beverage offers to their guests via text messages. These offers are conversational, personalized, targetted and appropriately timed (when guests tell us they are enjoying their stay, we offer them the chance to stay an extra night at a 20% discount), resulting in repeat, incremental profit. Guests read 98% of Ivy Offer messages within 3 minutes (based on client data). Niio and Samsung debut digital art stream for public spaces. Samsung and Niio art are partnering to bring easy access to digital art on-demand to Samsung Profesional Displays to transform any screen into an engaging digital art canvas. With access to thousands of digital artworks from the world’s best artists, Samsung clients can seamlessly display individual works of their choosing or play art streams curated by mood and style, 24x7 to one or multiple sites. Turnkey solution without requiring additional hardware or rights management. Bookingwhizz Automated Guest Journey with Whatsapp. The CRM module connects directly with the PMS and/or channel manager, automates guest notifications and promotions from predesigned campaigns. The hotel or group can schedule these notifications based on their business needs. SensorFlow launches SmartREM (Smart Room Energy Management Solution). When guests leave the room empty with the HVAC running, SensorFlow's occupancy sensors and smart thermostats communicate this data to the gateway. The gateway then uses AI to react to the real-time occupancy data and automatically switches off the HVAC or adjusts it to a more energy-efficient setting to save energy, without needing any manual intervention from hotel staff. If guests leave the room with the HVAC running and the pool/balcony doors or windows are open, the HVAC is then automatically adjusted to ensure proper ventilation and prevent condensation issues while saving energy. When SensorFlow's sensors detect that guests have returned, our gateway then automatically resets the HVAC to the guests' previous settings. VenueLytics launches 24/7 AI Smart Concierge. VenueLytics provides industries first fully integrated 24/7 AI Smart Concierge to automate contactless guest engagement, housekeeping, maintenance and other guest requests across WiFi, WhatsApp, SMS, WebBot and Facebook Messengers. Hotelinking launches WiFiBot. Hotelinking developed a system called WiFiBot that automatically solves the Internet connection problems using IoT (Internet Of Things) technology and without the need for staff or a technician to intervene. This solution proactively monitors any device connected to the network regardless of the vendor to detect performance issues, and continuously evaluates components to maintain and optimise their availability to avoid downtime or network failures. Moreover, it analyses all relevant information related to the use of WiFi by guests and its proper functioning and performance. Trend #3: Mobile check-in is the new black If you are an HTR regular then you probably know what we think about hotel brands building their own tech, but to give some credit where credit is due back in 2015 Starwood identified the potential of mobile checkin and invested heavily in it because they saw what was coming. If we can checkin for a flight on our phone, why can't we checkin for our hotel rooms? The reality is that mobile check-in is another area that has boomed during the pandemic with contactless everything as the new normal. As hardware comes down in cost and mobile checkin goes mainstream, vendors are sprouting up left, right and center creating new opportunities for hoteliers to offer mobile checkin solutions empowering saavy hoteliers to be more prepared for guest arrival, reduce front desk wait times, go contactless and even get some new checkin tricks up their sleeves with digital signatures, payment authorizations, upsells and more. Maestro launches mobile check-in. Allows Maestro customers to enable guests to check-in on the fly, on their own personal mobile device, with no 3rd party app download required, creating a self-serve environment from their own device. GTRIIP Launches Selfie Check-in. GTRIIP processes hotel check-ins using our OCR engine to read international passports and local photo IDs. We use our face verification engine powered by computer vision to match the face (with a selfie) against the photo ID. This check-in process can be completed on the web. Onres launches mobile check-in. Enables Onres customers to increase incremental revenue by up to 30% with Contactless [Early] Check-in and Late Check-out, Upgrade your Room, and Add Add-ons. RoomKey PMS launches mobile check-in. 100% digital paperwork built into the RoomKey PMS from mobile check-in through check-out. Automated payment and room release to better inventory management CODE2ORDER launches COVID-19 Vaccination Pass & Test-Certificate. Hotel guests can upload their vaccination pass or test certificate during the online check-in at hotels or during their stay at the hotel (required for hotel stays in Germany). The upload can be easily done by using their own Smartphone without further app downloads. Hotels can check the uploads in the CODE2ORDER Backend. Trend #4: Guest data management is in the spotlight Whether you look at Tiktok in social, Visa in payments or Netflix in entertainment--its clear that companies who have harnessed the power of unique customer data have realized massive profits. The strange thing is that the hotel industry sits on a treasure trove of travel spend and guest preference data yet most hotels have still only scratched the suface of what they can do with this data because ultimately you need the right tools, structure and processes to actually act on it. The good news is that if anybody knows just how valuable and powerful data can be its tech companies, and they're gearing up to help you harness one of your company's most valuable assets. Hapi launches Hapi Connect for Salesforce. Hapi Connect integrates hotel companies' data into Salesforce Cloud environments in real-time, helping hoteliers to innovate using the world’s leading CRM. Hapi Connect for Salesforce allows companies to centralize data and tailor each step of the guest journey, driving loyalty and increasing conversion. Oracle Hospitality Integrations Platform. The Oracle Hospitality Integration Platform (OHIP) offers hotel operators and integrators unprecedented access to all of the capabilities that OPERA Cloud has to offer. By making available over 3 thousand REST APIs and a full self-service experience end to end, operators and integrators can now design, build and release their integrations in matters of days rather than weeks or months thus accelerating time to market and reducing costs. Cendyn adds DIY content management to eLoyalty. Cendyn’s eLoyalty now puts customers in the driver’s seat to seamlessly manage and control the content that’s served to their members with a full-service loyalty solution for any type of hotel or hotel brand. Prior to this update, eLoyalty had static workflows for serving content to loyalty members but now hoteliers can log into a CMS to create different pathways and serve different content journeys or offers based on characteristics of various segments within the loyalty program. Bookboost launches CRM. Guest messaging platform Bookboost also extended it's product to offer guest segmentation and email marketing. Manage your first-party customer data to track interactions to create personalised guest messages. Utilise a single system to manage guest engagement and build strong relationships. Clairvoyix Launches Hospitality Solution for Opera in the Cloud. The Clairvoyix Hospitality Solution for Opera in the Cloud brings fully integrated transient sales and marketing automation to Oracle Hospitality customers. Utilzing the Oracle Hospitality Integration Platform, Opera in the Cloud customers can immediately start direct marketing to valuable past guests as past guest data is automatically transferred to the Clairvoyix Hospitality Solution. Guestjoy launches repeat customers. Guestjoy launched a hotel CRM system for marketing managers in smaller hotels that helps them to build a customer database who is interested in getting special campaigns and offers. The tools they are using only allow them to set up a newsletter without knowing the background of a customer. Duve Guest Segments. Duve's Guest Segments allow hoteliers to send different messages to different guests, based on their profile and data you’ve collected from them. This includes reservation details, personal information, and more. With Guest Segments, hotels can use both pre-scheduled or instant messaging to create a message to specific guests and provide an improved guest experience. Datavision DVGuest Analytics. Datavision is adding powerful guest analytics features to our comprehensive business intelligence platform. Guest data is extracted and combined from a single source (PMS) or a variety of additional sources (Spa, Golf, Dining, CRM, etc.) supporting a 360-degree views of guest value, spend patterns and stay behavior. LaaSie launches Helix. Laasie has extended its core Reward Marketplace technology beyond the hotel website and booking engine, to bring personalized rewards to email campaigns. Each recipient of the campaign receives a uniquely personalized reward offer that resonates with his/her interests, demographics, and purchase behavior. iReckonU launches IKnowU Customer Data Platform. The IKnowU Customer Data Platform emerges as Ireckonu’s latest way to leverage its proven CORE Middleware. Synchronizing with your various PMS, CRS and other service delivery systems, IKnowU will become your system of record for clean, consolidated guest profiles. IKnowU’s powerful features include match & merge, identity and privacy management, subscription enrollment, communication control, behavioral and event data, and AI-assisted segmentation. It can also bring in third-party data. Simplotel Guest Connect. Simplotel Guest Connect helps hotels convert their website content (promotions, and offers) into an email template with a single-click. Also, with a property management system integration, hotels can send mails and upsells to guests who book through any channel. Trend #5: Empowering commercial leaders to level up their strategy & efficiency The term commercial refers to the concept that while historically there have been silod departments within hotel companies like revenue management or marketing, these walls are quickly being broken down as departments become more deeply entertwined. The catalyst for this evolution in decades old operating model has undoubtedly been technology and the transparency, access to information and interconnectedness that it has unlocked. This is not the first time breaking down departmental silos to emphasize a more hollistic commercial strategy has been a key theme of one of HTR's innovation recaps and it certainly won't be the last. Impala Contracting. Say hello to fast and easy hotel direct contracting. Whether it’s signing new deals or managing existing ones, Contracting by Impala enables direct contracts between hotels and tour operators, agencies or corporate travel platforms. We take away the costly integrations and lengthy negotiation cycles to negotiate deals in days, not months. List your hotel for free IDeaS Profit Optimization. Profit Optimization for IDeaS G3 RMS considers any combination of servicing costs, ancillary revenue and associated margins, and acquisition or channel costs. This approach enables hotels, resorts, casinos, and more to get the most profitable guests into their property, while maximizing other inventory beyond the guest room, such as restaurants, bars, retail, and activities. HotelIQ Decision Cloud. With the new HotelIQ Decision Cloud, hoteliers can organize data, analyze it, plan next steps, and collaborate with their team and across their organization. In doing so, we aim to give hoteliers the lenses they need to pull insights from complex data sets and make more intelligent decisions. RateGain launches Demand.ai. RateGain launched an AI powered demand forecasting tool, that helps hoteliers and other travel companies track hyper-local demand and the underlying factors impacting demand – thereby helping them optimize their commercial strategy. Event Temple Launches Chain Management Dashboard. Event Temple’s Chain Management Dashboard is an above property sales enablement tool for chains and multi-property management groups. Organizations now have a hub to view bookings, leads, accounts, contacts, reports, and manage sales across multiple properties. Pace launches Restrictions Management. Take control of your business mix. Use restrictions to control your business mix. Pace will suggest when to close out corporate rates and maximise revenue from your transient business. Avvio launches allora ai Hotel Booking Retention Engine. Avvio developed a Hotel Booking Retention Engine that sits within the allora.ai booking engine to counteract the rise in hotel room cancellations. They did this by identifying at risk bookings, and alerting hoteliers in an actionable format, so that measures can be taken to protect bookings. allora.ai’s Hotel Booking Retention Engine uses machine learning and data science to assess cancelation risk for every individual booking on the books. MeetingPackage launches group pricing module. MeetingPackage offers venues to sell in a transactional way via their own channels and through distribution. Venues are able to manage pricing of Meetings & Events services flexibly from one centralised place to all distribution channels. For example, minimum spend requirement, meeting package price per delegate or meeting room price per hour, half-day, full-day. Including seasonal prices and corporate negotiated rates. ProfitSword enhanced currency conversion functionality. ProfitSword has updated the application to support viewing reports in any currency desired. As part of this update, we allow multiple exchange rates to be defined for any currency pair, depending on your reporting needs. The firm added flexibility to reports allowing a user to choose an exchange rate based on the data being reported eg; balance sheet data converted with a month end exchange rate, accounting data with month average, and budget with an annual exchange rate all in the same report. InnRoad launches new Pace and Pickup reports. innRoad's new Pace & Pick Up Reports are designed to give users easy access to their property's performance with the click of a button. Users can compare their performance over time and see if they are above or below on their occupancy, revenue, and rooms sold. Avalon Analytics launched automated PowerPoint presentations. One of the pain points of a revenue manager is the time spent preparing for weekly and monthly meetings. This remains true at hotel-level and above-property level, where you may need to prepare a market performance review for senior executives, ranging from VPs Operations to Owners. Generate 20+ PowerPoint slides for your weekly revenue meetings and month-end owner meetings within minutes. Avalon allows you to load entire presentations that are always up-to-date and ready to be delivered to your inbox. D-EDGE Launches MediaGenius. D-EDGE provides hoteliers with an all-in-one platform to manage and monitor digital media campaigns: search, metasearch, display, and social media. With MediaGenius, hoteliers can easily follow the evolution of income and bookings generated via AdWords, analyze their campaigns’ performance, and fine-tune their strategy. The Hotels Network Launches Bench Direct. BenchDirect by The Hotels Network is an interactive analytics platform for hotels to benchmark their direct channel performance compared to the market and competition. The tool provides hotels with competitive insights across more than 30 key metrics specifically related to direct bookings. VoucherCart launches enterprise. VoucherCart Enterprise is a SaaS software product used by international and national hospitality operators with responsibility for marketing, sales, and revenue across multiple business units/member organisations. It enables them to promote and sell vouchers, gift cards, memberships, and tickets (pre-paid instant delivery) associated with their products and services and manage these centrally across all member organisations allowing cross-organisational redeem and usage, while also supporting voucher management and sale at member organisation level. Hotel Res Bot Launches AI Channel Manager. Many distribution partners such as Secret Escapes don't have interfaces to transfer bookings automatically, which means they simply send an email and reservation staff must manually enter these bookings into the PMS. The HERA AI Channel Manager reads those incoming emails and automatically pushes them to your PMS directly or via your CRS or traditional Channel Manager. Trend #6: Vendors are gearing up to help simplify payments for hoteliers If you follow the tech world, you know that payments are big money. You don't have to look far to see a massive head turning round like Stripe's $600M Series H (who even knew series H was a thing...), Affirm's market debut 100% pop or Plaid's (almost) $5B+ merger with Visa that was later blocked by regulators. Other than being the lifeblood of every business on the planet, payments infrastructure is so immensely valuable because its extremely challenging to develop and maintain compliance. While there are tons of payments solutions out there, there are few that have truly built out domain specific offerings specifically for the hotel industry to meet its unique challenges (and opportunities) and hotel tech companies are spotting the opportunity. Cloudbeds Payments. Hotel payment processing has been complicated for too long. Cloudbeds Payments provides easy, transparent and contactless payment processing that is fully integrated into the Cloudbeds Hospitality Platform, saving your property time and money. Bbot Tab Sync. Keep guests happy and servers relaxed with Bbot Tab Sync, a seamless addition to the Bbot Order + Pay solution. Plus, activating Tab Sync for in-venue and in-room dining guests gets you exclusive access to our BOGO deal on handheld devices! Adyen partners with Shiji to simplify hospitality payments. This new integration simplifies the payment process for hospitality businesses by removing the need for a list of platforms and suppliers which usually includes separate processes for property management systems, food and beverage point of sale, and guest experience platforms not to mention the different payments service providers for each. SmartHOTEL launches SmartCONNECT for Payment. SmartCONNECT for Payment ensures that hotel guests’ payments can be made quickly, securely, and hospitably. With the click of a button, payments for online and offline bookings are automatically billed by the payment service provider of choice and processed directly on the guest folio of the hotel’s Property Management System (PMS). dailypoint™ Launches Payment Link. The dailypoint™ Payment link is part of the Booking Manager. It allows hoteliers to automate payments and process them securely according to PCI and PSD2 regulations. Implementing the payment link relieves the reservations department and minimizes the risk of fraud since no more credit card data is being processed directly or stored at the hotel. RoomOrders Launches Digital Tourist Hubs. The RoomOrders digital tourist hub is an ordering and payment network of hospitality providers (hotels and resorts connected to surrounding vendors in a revenue-sharing model) to protect from accommodation giants like Booking dot com and AirBnB and restaurants from delivery giants like UberEats and GrubHub as well as excursion and tours agencies like Expedia and TripAdvisor.
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.
To truly understand what’s happening at your hotel, portfolio, or management company, you need to sift through a lot of data. Big data can yield powerful insights, but the challenge lies in structuring that data in a way that’s easy to interpret and act on. For hoteliers who are ready to take the next step toward more data-driven decisions, a business intelligence platform can deliver tremendous value. But most BI tools aren’t designed with hotels in mind, so their utility is limited when it comes to commercial organizations in the hospitality industry. In this article, we’ll review a BI tool created by hoteliers, for hoteliers: HotelIQ. Through this review, we’ll introduce you to HotelIQ’s suite of features and reports so you can assess whether it might be a good fit for your business. Introduction to HotelIQ’s New Decision Cloud HotelIQ’s goal is to help hoteliers organize data, analyze it, plan next steps, and collaborate with their team and across their organization. In doing so, HotelIQ aims to give hoteliers the lenses they need to pull insights from big data and make more intelligent decisions. This focus on decision-making is why HotelIQ dubbed their newly launched analytics suite “Decision Cloud,” which is an upgrade from their legacy interface in terms of both functionality and user experience. The newly launched Decision Cloud takes a much more visual approach, looking more like the home screen on an iPad. A notable addition is the search bar, which enables users to search for key reporting terms they’re looking for, like “pace” or “booking channels.” Reports matching the search criteria will appear. Within one app, HotelIQ houses all of your hotel data, which is fed directly from your PMS. Thinking long-term, HotelIQ can save time by eliminating the need to create your own reports in Excel and reducing email volume; its interface is a single source of truth for staff members on-site and remote. A world with fewer weekly meetings and no manual report pulling is closer than you might think. Analyze: Dashboard and Reports The hallmark feature of HotelIQ is its reporting suite; this library of dashboards and reports puts the most commonly used data at your fingertips. This module is most useful for revenue managers and sales managers, but general managers and operations managers can benefit from insights gleaned from these reports too. The dashboard library includes visualizations for pick-up and pace, market segments, booking channels, geo markets, and more. HotelIQ subscribers might also add modules for account management and a STR integration, which aren’t included with the most basic package. By clicking on one of the tiles on the home screen, you’ll land on a Dashboard. In this example, we see the Market Segments dashboard. Dashboards are quite visual - you’ll see charts and graphs with the ability to filter by hotel, hotel group, and date range. The goal of the Dashboard is to make the data accessible and easy to understand even for team members outside of the revenue management or sales teams who might be less comfortable with data. In addition to the Dashboard visualizations, you can see the raw data in a standard table format. To get more granular, you can select from a few Reports that slice data from the Dashboard in different ways. Reports have more filters than Dashboards, which allow you to dig into exactly the data you want. You can filter by room class, distribution channel, loyalty membership, and more. Besides the Market Segments dashboard, another frequently used dashboard is the Pick-up and Pace dashboard. This one is a favorite of revenue managers and sales managers, who will appreciate the ability to filter the reports by account name or market segment in addition to the standard hotel name and date filters. The Pick-up reports can be pulled by either book date or stay date, and you can drill down to the rate code level to study performance at the most granular level. You can also pivot this report to see pick-up by room type, distribution channel, feeder markets, and more. The Geo Markets dashboard is typically used by revenue and sales teams, but marketing managers might also uncover interesting trends around seasonality and variances by location, especially for management companies who operate in many markets. The Booking Channels dashboard highlights production on not only third-party channels but also sub-segments of your direct channel, like comparing phone reservations and walk-ins to website bookings. You can take a big-picture look at hotel performance on the Total Revenue dashboard, which splits out revenue by operating department, like rooms and F&B. While most of HotelIQ’s reports are most useful to revenue management or sales, this one can be relevant to operations teams, general managers, and even owners who want to understand performance of individual properties or revenue streams. Many HotelIQ subscribers use their STR integration, which pulls in your STR data and compares your fair share to your forecast, automating some analytics you would have otherwise needed to do manually in Excel. HotelIQ can also submit your daily, segmented data to STR on your behalf, for further automation and time savings. Although HotelIQ is packed with valuable reports, every hotel business is different, so if you don’t see a report you need, you can always create your own using the Sandbox Self-Service app. Organize: Data Management While the analytics module of HotelIQ is certainly powerful, it can be useless if you don’t start with accurate data. HotelIQ’s data management features make it easy for you to clean, correct, and standardize data across your portfolio to ensure you can trust your reports. One essential and time-saving feature is Rate Code Maintenance, which enables you to quickly fix miscategorized rate codes. For example, if several hotels in your portfolio books rooms for the same corporate account, Bob’s Bank, but one hotel uses rate code BOBSBANK and another hotel uses BOBBANK, you can edit the rate codes in HotelIQ to match so they flow into the same line item on reports. Note that these changes are only for reporting purposes within HotelIQ, the changes do not flow back to the PMS. Another handy functionality for multinational hotel chains or management companies is the Currencies module. HotelIQ allows you to build in your own conversion rates for specific date ranges (per month, for instance) and add the currency settings to specific hotels. For example, if you operate hotels in Mexico, Canada, and the US, but your corporate office is in the US, you might want to see high-level reports in US Dollars. These settings allow you to view portfolio-level reporting and forecasts in one currency. Since HotelIQ receives data from the PMS daily, you want to know immediately if the system picks up a data error or an inconsistency. The Alerts pane on the HotelIQ homepage contains real-time notifications of data errors that need to be addressed. Plan: Forecast Trends and Operationalize Data With so many reports available, it’s important to remember that the goal of HotelIQ isn’t just to analyze data, but to use that data to make decisions. HotelIQ will soon launch an updated Forecast module which will help hoteliers plan for the future aided by Machine Learning (ML), but in the meantime, the app has a few ways to help you put the data to use in the real world. The HotelIQ Concierge contains a collection of tours and guides to show you how to use each feature in the app. There’s also a walk-through tour which will take you step-by-step through the various modules to help you feel confident operationalizing the learnings you find in the reports. Answers to frequently asked questions can be found in the Help Center, and if you’d like further assistance or some hands-on training, you can always reach out to the HotelIQ Service Desk. Collaborate: Sharing and Subscriptions Finally, HotelIQ gives hoteliers tools for better collaboration across teams, hotels, and companies. Data is most powerful and operational when it’s democratized, so the software encourages users to share reports or set up subscriptions to ensure anyone who needs data can get it easily. On every report, you’ll see a “share” icon which lets you send that exact report to any user, including your selected parameters and filters. But manually sending reports isn’t always efficient, so there’s also an option to schedule report sends on a custom cadence. For example, you could schedule a pace report to go out to the entire sales team every Monday at 8am. This ensures everybody is looking at the same data, without the manual work of exporting the report, attaching it to an email, and hitting “send” manually. Scheduling reports is a great way to get busy or less data-oriented team members comfortable with numbers. By configuring a report that shows exactly the data needed - with filters already applied - you can give general managers or owners a quick snapshot into performance in a format that’s easy to digest. HotelIQ is Designed for Hotels Groups of All Sizes HotelIQ puts a lot of analytical muscle and number-crunching functionality into a package that’s approachable and easy to use. HotelIQ shines at large management companies that operate dozens - or hundreds - of hotels in many markets, and its software is built to accommodate multiple currencies, portfolio groupings, and user types. It’s also ideal for hotels that have heavy corporate business, with reporting that lets you drill down to the account level to really understand trends in each micro-segment. HotelIQ comes at a minimum charge of 100 rooms per month. While for high-end full-service properties that won't be an issue, HotelIQ may be too robust for hostels, b&bs, and smaller independent hotels for whom PMS reports should suffice. Smaller, independent hotels might be intrigued by HotelIQ’s reporting functionality, but these properties likely will not take advantage of all of HotelIQ’s features. Typically hotel groups, management companies, and asset managers with 10 or more properties will benefit most from a solution like HotelIQ. While perfect for large enterprises, the new Decision Cloud update was designed to provide limited functionality at a lower cost basis to smaller hotel groups who may not have a need for all of the large enterprise capabilities. Still have questions about HotelIQ and what it offers? Check out real user reviews here. This content was created collaboratively by HotelIQ and Hotel Tech Report.
Did you know the average small business uses 40 different software applications, and the average hotel uses around 20? In an ideal world, every system in your hotel’s tech stack would help you automate tasks, reduce costs, grow revenue, and deliver a five-star guest experience. But we understand that getting up-to-date on the myriad of technology solutions available to hotels can be daunting! Where do you even start? In this article, we’ll introduce you to each piece of the hotel technology landscape, from revenue management to reputation management and everything in between. Drawing on insights from over 10,000 hotel software reviews written by hoteliers across the globe, this article will also highlight some top software vendors in each category. For more detailed testimonials and additional software choices, you’ll want to click over to the full list of vendors. Let’s dive in! 9 Hotel Operations Software Tools that Drive Efficiency This category of software includes the most essential technology for hotel operations: checking guests in, reconciling accounts, handling payroll, and getting feedback from guests. Your hotel’s size and complexity will determine which systems you need; small, limited-service hotels might be fine with a PMS and a payment processor, but a large resort could benefit from each category of software. 1. Property management systems (PMS): The PMS is the central hub for hotel operations. In this system, staff can check guests in and out, create and manage reservations, pull financial reports, manage guest profiles, and more. According to user reviews and analysis of system functionality, the top PMSs are Cloudbeds, Clock, and HotelTime, though there are over a hundred more great systems on the market. 2. Staff collaboration tools: Hotel staff are scattered across different floors, buildings, and shifts, so a communication platform is necessary to keep everyone on the same page. Systems like hotelkit, Monscierge, and ALICE can replace analog methods like walkie-talkies and logbooks, plus they can track tasks, reduce manual errors, and increase efficiency. 3. Housekeeping and engineering software: These tools digitize the operations of your housekeeping and maintenance departments, with the ability to automate task assignment, monitor real-time status of rooms or issues, and track task completion. Top software in this category includes hotelkit, Flexkeeping, and ALICE. 4. Guest feedback and surveys: Do away with the paper comment cards and give guests a digital platform to voice their feedback, such as GuestRevu, TrustYou, or Revinate. Not only are these tech solutions easy for guests to use, but they also allow hoteliers to customize, automate, and analyze guest comments and complaints. 5. Accounting and reporting: If your hotel accepts payments from guests and issues payments to employees and vendors, then you’ll benefit from an accounting and reporting system like myDigitalOffice, M3, or Omniboost. A modern accounting system reveals opportunities to reduce costs and maximize revenue, plus makes your accounting team more efficient with automated reports and integrations with other on-site software. 6. Payments Processing: Most guests prefer to pay for their reservations with credit cards, but a payment processing system is necessary to get the funds from the guest’s card into your hotel’s bank account. Payment processors like Profitroom, Mews Payments, and Adyen charge a small processing fee, but they make getting paid as seamless as possible. 7. Labor management: Hotels have dozens, if not hundreds, of employees, so scheduling is no easy task. Software such as Hotel Effectiveness’ PerfectLabor™, M3, and UniFocus include forecasting, insight into labor costs, and integrations with payroll and timekeeping systems. 8. Meetings and events: Whether your hotel has one private dining room or several floors of ballrooms and breakout spaces, meetings and events software can support every step of the sales and planning process - and the event itself. Highly rated meetings and events software includes Proposales, Event Temple, and Blockbuster by Duetto. 9. F&B and point-of-sale systems: The pandemic accelerated demand for features like contactless menus and online ordering, so there has been a huge wave of innovation in the F&B software space. Vendors like RoomOrders, Bbot, and Oracle’s MICROS can help restaurants modernize their operations, cut costs, reduce reliance on delivery platforms, and strengthen relationships with customers. 7 Revenue Management Tech Systems that Improve Yield Strategy The goal of revenue management is to sell the right room to the right guest at the right price, and revenue managers leverage a variety of software to achieve their RevPAR goals. 1. Revenue management systems (RMS): The secret weapon of any revenue manager is the RMS; this system analyzes historical data, market supply and demand, and forecasts to recommend the rates most likely to maximize revenue and profitability. You might also hear revenue management software like IDeaS, Duetto’s Gamechanger, or Atomize referred to as “yield management systems” or “pricing engines.” 2. Channel managers: A channel manager is the link between a hotel’s property management system and distribution channels like Booking.com, Expedia, and the GDS. Channel managers such as SiteMinder, Cloudbeds’ myallocator, and D-EDGE’s Smart Channel Manager allow hoteliers to make changes in one system, their PMS, rather than managing rates on each channel individually. 3. Central reservation systems (CRS): Larger hotels or hotels that are part of a chain or group might use a CRS to centralize all bookings, whether they’re made by call center staff, the hotel’s own website, or a third-party channel. The CRS will then send reservations to the PMS for room assignments. Popular CRSs include Pegasus, Windsurfer, and GuestCentric CRS. 4. Rate shopping and market intelligence: A key to revenue management success is selling competitive rates, but how do you know what your competitors are selling? Rate shopping tools, like OTA Insight, Siteminder Insights, and D-EDGE RateScreener, do the heavy lifting for you and present competitor rates and market forecasts in user-friendly dashboards and reports. 5. Parity management: OTAs ask hotels to provide rate parity, meaning selling the same rate across all channels, and, as a hotelier, you don’t want OTAs to sell cheaper rates than your hotel’s website. Parity management tools, like OTA Insight, FornovaDI, and Triptease give hoteliers access to dashboards that monitor rates across all channels in real-time. 6. Business intelligence: Revenue managers love data, but sometimes all that data is too much for Excel to handle. Business intelligence tools offer better solutions for slicing, dicing, and visualising data through dashboards and reports suitable for studying historical performance or predicting the future. Top BI applications include OTA Insight, Scoreboard by Duetto, and ProfitSage. 7. Upselling Software: Driving incremental revenue per guest is possible with upselling tools that automate the entire process - and use profile data and historical trends to serve the most compelling, personalized offers to each guest, like room upgrades or F&B items. Tools like Oaky, EasyWay Smart Upselling, and GuestJoy also enable hoteliers to start the upselling process before the guest arrives on property. 9 Guest Experience Platforms to Improve Satisfaction Scores How do you create a five-star guest experience in the digital age? A plethora of systems exist to delight guests, from contactless check-in solutions to modern in-room entertainment. 1. Guest messaging: Messaging platforms allow hotels to communicate with guests via their preferred platform: text messaging, email, or even apps like WhatsApp and Facebook Messenger. Top-rated systems like Monscierge, Whistle, and EasyWay support automated messaging and one central dashboard where staff can respond. 2. Keyless entry: Keyless entry software enables a guest to unlock their room or other secure areas like gyms or pools with a wave of their smartphone. Systems like Mobile Access by ASSA ABLOY, FLEXIPASS, and Openkey.co offer integrations with PMSs for a seamless arrival experience. 3. Guest apps: Digitize your in-room directory with a hotel app like ALICE, INTELITY, or Duve. These downloadable apps put everything guests need to know at their fingertips, from contact info and directions to room service menus and local recommendations. 4. Contactless check-in: In the wake of the pandemic, guests prefer a contactless arrival process, and software like EasyWay, Canary, and Duve make it easy for hotels to pivot to a fully digital check-in. Functionality includes ID scanning, digital registration cards, upselling, payment processing, and arrival time coordination. 5. In-room tablets: Just like the smartphone replaced our digital cameras and rolodexes, an in-room tablet can replace your rooms’ telephones, directories, room service menus, TV remotes, thermostats, and more. Tablet providers like SuitePad, Crave Interactive, and INTELITY are even proven to increase guest satisfaction and revenue. 6. Energy management: These systems have two goals: decrease your hotel’s energy costs and reduce your hotel’s environmental impact. Vendors like Verdant Energy Management Solutions, Telkonet, and EcoStruxure are designed with hotels in mind and seek to not only decrease costs, but also enhance the guest experience. 7. Guest room entertainment: Today’s guests want more than local cable channels on their guestroom TVs; systems like Monscierge ZAFIRO IPTV, and Sonifi provide interactive content and entertainment for all types of hotels, plus additional marketing and engagement opportunities you couldn’t get with traditional TV. 8. Mobile ordering/F&B: Bbot, RoomOrders, SABA F&B Ordering, and other systems provide an essential piece of technology for hotels and restaurants: mobile ordering. With this software, guests and customers can access menus, place orders, and pay from their smartphones, and F&B outlets can better manage order fulfillment and deliver an end-to-end contactless experience. 9. Hotel Wi-Fi: What was once a premium add-on is now an essential amenity at hotels, especially with a growing segment of travelers working remotely. To offer reliable high-speed internet access, hotels can partner with vendors like Cisco (Meraki), Percipia, or GuestTek that offer implementation services and ongoing support. 9 Marketing Tools to Lower Acquisition Costs and Drive Direct Bookings Of course, you don’t need any of the software listed above if nobody knows about your hotel! Marketing software allows you to tap into new audiences of guests and build relationships with your existing guest base. 1. Booking engines: For hoteliers seeking to increase direct business, a booking engine is essential. This software allows guests to book reservations on your hotel’s website by displaying rates and availability from your PMS, then integrating reservations into the PMS. Cloudbeds, Bookassist, and SiteMinder offer some of the best booking engines. 2. Reputation management: A reputation management tool helps you request, track, analyze, and respond to guest reviews across sites like Tripadvisor and Google and your own surveys. Some of the industry leaders are TrustYou, GuestRevu, and Revinate, and they can even assist in increasing guest review scores by revealing insights about guest sentiment. 3. Website builders and content management systems (CMS): Outsourcing your website design isn’t necessary with a CMS; these tools allow you to build, edit, and organize website pages and content, and they support integrations with booking engines, payment processors, widgets and more. Smart CMS by Bookassist, Profitroom, and Net Affinity are some of the top website builders. 4. Direct booking tools: If you want to increase direct bookings, then an app like Triptease, Hotelchamp, or TrustYou can boost the number of shoppers who complete bookings on your hotel’s website. These tools let you display personalized messages, snippets of guest reviews, price comparison widgets, and more - all of which give guests reasons to book direct instead of on an OTA. 5. Digital marketing agencies: Don’t have the time or resources to handle digital marketing in-house? A digital marketing agency can lend their expertise to help your hotel succeed in search engine marketing, social media, content creation, and PR. Bookassist, Avvio, and Net Affinity are some of the leaders in this space. 6. Social media tools: Whether you’re trying to build a new audience or stay in touch with past guests, social media is an important component of your hotel’s marketing strategy. Social media vendors like BCV, Sprout Social, and Travel Media Group can help you achieve your reach and engagement goals. 7. Metasearch and ad tech: Metasearch channels, like Google, Kayak, and Tripadvisor, are powerful drivers of traffic to your hotel website - if you leverage them effectively. These sites require special connectivity and a bidding strategy, and tools like Bookassist, Avvio, and Koddi will help you manage budgets, track attribution, and understand market dynamics. 8. Website live chat/chatbots: Potential guests shopping on your website want answers now - without needing to pick up the phone. A chatbot, like one from Asksuite, Quicktext, or Whistle, use artificial intelligence to answer guest questions quickly and accurately, plus capture leads and increase conversion on your website. 9. Hotel CRM: Your database of guest email addresses is a gold mine - if you can leverage it strategically. A CRM system, such as Revinate, Profitroom, and dailypoint 360, allows you to capture email addresses on your website, send automated messages throughout the guest’s journey, create segments of profiles with specific characteristics, and analyze open rates, click-through rates, and conversion. F&B and MICE The food and beverage and meetings and events components of the hotel industry have their own technology solutions too. Whether you’re trying to streamline your room service offerings or support citywide conferences in a maze of meeting spaces, you can find software to help you execute any type of service or event. 1. Restaurant management: In order to run a restaurant smoothly, restaurateurs leverage point-of-sale software to manage stock in real-time, handle transactions, reserve tables, run reports, and more. Popular restaurant management software includes Vento ePOS, Oracle MICROS, and Lightspeed POS. 2. Mobile ordering and room service: Contactless service is the latest trend in F&B, but it seems likely to become the norm. Mobile ordering systems, such as Bbot, RoomOrders, and SABA F&B Ordering, allow restaurants to upload digital menus, accept online orders, and receive contactless payments, and customers can feel confident in more efficient service and accurate orders and bills. 3. Meetings and events intelligence: This category of software aims to help hoteliers maximize their meetings and events business by understanding market dynamics, uncovering insights about attendees, and optimizing pricing and space usage. Top meetings and events intelligence tools include Blockbuster by Duetto, IDeaS (SmartSpace), and Get Into More. 4. Group sourcing and RFP tools: Without software to assist, the RFP process is tedious. RFP software, such as Proposales, MeetingPackage, and Venuesuite, moves this process online and helps you to automate it, making all the back-and-forth more efficient and helping sales teams reach their goals. 5. Event management: Software doesn’t just help your sales team seal the deal, but also to plan and execute the event itself. Event Temple, Tripleseat, EVENTMACHINE, and others provide functionality to send proposals, get e-signatures, manage traces, communicate with clients, and create and edit BEOs and agendas. Looking for more resources on hotel industry software? Download the free 2021 HotelTechIndex Market Leaders Report.
Choosing a hotel management software system is like buying a car: it’s easy to feel overwhelmed by the plethora of options, and it can be difficult to find trusted advice about the PMS features you need most. “There’s often a misconception in business software that one size fits all. Every hotel has very specific needs based on property size, chain scale, geography, and dozens of other variables. On top of that, every owner or manager has their own preferences in terms of design, usability, and support. It is absolutely critical to narrow down the problem you’re trying to solve to engage with PMS vendors, and ensure you aren’t being sold on things that your property doesn’t need” says Amelia Gain, CEO of popular Hotel PMS company Preno. Hotel industry veterans often use the analogy of a duck on a lake to describe hotel operations. Above the surface, the duck appears calm and collected, but under the surface its legs are kicking furiously. Guests are often stressed with their own travel plans, or are trying to escape stress altogether during their holiday, so it is critical for staff to appear calm and relaxed regardless of the hustle and bustle. Technology is one of the key tools that hoteliers leverage to make operations appear effortless to guests, and hotel management software is the single most important system in the entire hotel. Whether you work at an independent bed and breakfast or a global hotel chain, your hotel management system is the nucleus of your property. Nearly every member of a hotel team must access the PMS to perform daily tasks. Guest service staff need to prioritize hotel rooms that must be cleaned for early VIP arrivals. Sales & event management professionals need to block off rooms for groups. Hotel managers need to access the system for data and operating insights. Hotel management system vendor selection is one of the most important and difficult decisions a hotel operator will ever make. By the end of this article, you’ll know exactly what to look for so that you can make informed technology decisions for your property. The Most Essential Hotel Management Software Functionalities Let’s start with the basics. These features are true must-haves for any modern hotelier who wants to use technology to improve the guest experience, make back office operations more efficient, and build lasting relationships with guests. Intuitive & easy-to-use interface: A user-friendly interface is the most important factor when choosing mission-critical software for a hotel. If your hotel software is complex and confusing, more mistakes will be made, costing you more money. Common tasks should not take lots of time and steps, as this slows down your team and limits your ability to grow quickly – hence the need for a powerful hotel management software system. Mobile & tablet optimised: When your manager, housekeeping team, and other staff members need to check details on a booking quickly they shouldn’t have to rush back to the office. Any system you use must not only be accessible by, but also optimized for use on mobile phones and tablets. Better yet, your owner should be able to check performance while on holiday. Clear visibility of the grid: Adding special events that are happening in the region, highlighting returning guests, and identifying guests who are yet to pay their bill are all features your grid should enable by default. Your grid should allow you to quickly & easily see key information about your guests. Guest profiles: Are you working on building guest loyalty? Guest profiles store your guests’ contact information, stay history, and even preferences, so that you can deliver a more personalized experience during their next stay. Better yet, a guest profile with stored CC’s of your guest will make it even easier for returning guests. Email automation: You can communicate with guests and reduce manual work for your staff by deploying personalised, customised, and automated emails. Using your own templates, automated email functionality allows you to build a communication journey from the initial booking to targeted offers for repeat guests. Housekeeping management: Your PMS should allow your housekeeping team to mark rooms as clean, dirty, or out of order. Having this information in one central place gives the front desk visibility of room statuses, so that they can accommodate early check-in’s and room moves without needing to radio the housekeeping supervisor. Reservation management: Perhaps the absolute most essential PMS feature is reservations management and front office features. By housing all of your reservations digitally, hoteliers can make a paper reservation book a thing of the past. Within reservations management, you should be able to set rates, control availability, offer promotions, and visualize reservations on a calendar. Room management: The room management module of a PMS is like your virtual front desk. This functionality lets front desk agents check guests in and out, and cancel or extend reservations with just a few simple clicks. Group bookings/reservations: If your hotel plans on hosting any type of event or group of guests, then group reservations functionality is crucial. Group reservation features include allowing guests to book reservations within the room block, exporting a room list, and configuring billing settings so that you can bill one account for multiple rooms. Invoicing: When most guests check out, they want a copy of their bill, so, your PMS should be able to easily export guests’ folios that contain all charges from their stay. Similarly, you’ll want solid, straightforward financial reporting that helps you reconcile revenue and expenses from room revenue, outlets, vendors, and more. Payment processing: Gone are the days when guests paid with cash or cheque, so you’ll want a PMS with a payment processor integration that allows you to effortlessly charge guests’ credit cards and have secure access to major payment gateways. Business intelligence & reporting: How do you know if your hotel is doing well if you can’t measure your performance? A PMS with robust reporting features will give you insight into your revenue, ADR, RevPAR, and a slew of other metrics so that you can find opportunities for growth – and track your progress toward your goals. Rate management: Do you want to offer a non-refundable rate or value-added packages? If so, you’ll want rate management functionality that allows for multiple, customizable rate plans. User logs & permissions: With so much turnover in the hotel industry, it is important to keep front-line staff accountable with detailed user logs to have an automated record in case of any mistakes, as well as to ensure proper training and issue resolution. Additionally, we are living in a world where consumers demand heightened security, so it is critical that staff are only able to access the parts of the hotel management system required to complete their core tasks without unnecessarily accessing sensitive information like credit card data. Key Software Integrations to Supercharge Your Hotel Property Management System A PMS is an important software partner in its own right, but running a hotel is very complex, which usually means that more feature functionality will be needed than a PMS can provide. For that reason, some of the most important PMS features are actually software integrations with other key systems to unlock more value and performance through real-time data sharing and triggers. Let’s explore some of the most critical PMS add-ons. Accounting software: Accounting is an ever-changing, complicated industry, and you don’t want to be stuck with software that is out of date when rules change. As such, you should look for software that has robust and complete integrations to the world leaders of accounting software like Xero. This will empower you to streamline your invoicing, reconciliation, commission payment, and billing processes and automate repetitive tasks to help your finance department run more smoothly. “Whether you’re tracking agency commissions or configuring payment policies for groups – it is vital for hotels of all sizes to have a seamless integration between their property management system (PMS) and hotel accounting software. Why? It saves countless hours of tedious administration via automation,” says Preno’s CEO, Amelia Gain. Point-of-sale system integration: If your hotel has a restaurant, bar, spa, or other outlets, then an integrated POS can do wonders for your operations. When your POS can talk to your PMS, guests can seamlessly charge purchases to their room, and you can keep a record of guest purchasing activity to analyze trends and personalize future loyalty offers. Channel manager: Do you work with third-party channels like Booking.com and Expedia? If so, you’ll need a channel manager to push your rates and availability to these platforms, and more. In return, it will send reservations back to your PMS to capture more hotel bookings. A channel manager can also prevent overbookings by syncing with your PMS since it will know when to turn off distribution as a certain room type gets sold out. Channel manager software solutions are also important for hotels to optimize the allocation of rooms across channels and to ensure maximum profitability. Booking engine: Allow guests to book directly with you, with no expensive commissions. An online booking engine, which publishes your rates and availability to your website, collects the necessary information from guests, and creates reservations in your PMS. Looking for more advice and information on hotel management systems? Download Hotel Tech Report’s 2022 Hotel Management Software Buyer's Guide to inform your vendor search. This content was created collaboratively by Preno and Hotel Tech Report.
There is a myriad of skills required if you want to reach the pinnacle of success in the hospitality industry. Charisma, leadership, and various hospitality services are what usually come to mind. It’s easy to understand why a lot of us often overlook accounting as one of these relevant skills, though, despite it being one of the most essential administrative duties of the business. It’s something that happens behind the curtains of successful hotel operations. The problem is, poor accounting practices can lead to a continuous debt cycle that can be difficult to escape. Hence, allow us to share with you some tips on how to perform your accounting commitments dutifully. Advanced Staff Training They say that the world of work in 2021 will significantly shift its landscape due to the pressures and complexities brought about by the global health crisis. For instance, experts predict that there will be a drastic movement of the labor force, from traditional employment to remote working opportunities. Current job seekers also prefer back-office positions that won’t require them to interact with a lot of people for safety reasons. Both issues have certainly put a dent in the industry’s recruitment. Hence, it’s simply more strategic to provide your current staff with advanced training instead. It can boost job satisfaction and decrease your turnover rate as well. It is highly recommended to work with an accounting institute that specializes in the industry. After all, the accounting processes required by the industry are remarkably different from traditional accounting. There are a lot of elements at work such as varying room rates, late fees, and more. Consider Accounting Principles in Rates Speaking of varying room rates, you should also consider the principles of supply and demand in your pricing. Most sectors have a fixed suggested rate for their products and services, but that doesn’t apply to the hospitality industry. Daily rates can fluctuate according to the season, availability of certain services, and even the rate of occupancy. It is normal for hoteliers to experience highs and lows in revenue from time to time. Those who are especially interested in budgeting and forecasting could refer to previous financial statements as a guide. After all, it should reflect the “bloodline” of your business. There are three main financial statements that can reflect the actual status or performance of specific aspects of your establishment. These are the Profit and Loss Statement, the Balance Sheet, and the Statement of Cash Flow. Use Separate Ledgers Most businesses only require a single general ledger for all of their transactions. On the other hand, hotel management accounting requires multiple ones to organize its separate streams of revenue. For instance, bar sales and room rentals should be recorded separately to avoid confusion. This will give you an advantage in financial management and financial reporting. Leverage Technology Finally, hotel owners can make use of specialized accounting management tools that were specifically designed for the hotel industry. You won’t even need to worry about keeping separate ledgers with such online platforms anymore. Premium accounting software usually includes organizational features that automatically sort out your records and directly upload them to the cloud for safe-keeping. Cloud storage also makes it convenient and accessible for your preferred staff. You may even log into your system remotely using any portable digital device depending on your chosen platform. As for safety and security, hoteliers will be pleased to learn that most of these systems are equipped with the highest levels of cybersecurity. Other accounting software features also include the following: Accuracy One of the challenges in hospitality accounting is the presence of double entries. It can’t be helped especially with the use of analog accounting systems. As mentioned above, keeping your records in a single place to make them more streamlined isn’t an option either. Hence, most hoteliers resort to the tedious task of cross-checking their entries regularly to prevent data entry duplication. Fortunately, this won’t be a problem anymore when using a digital platform. Each entry usually comes with multiple cells that you can fill in for better accuracy. Some platforms also allow the creation of reference numbers that further prevent duplication. Keywords will also help you locate your accounts payable, accounts receivable, and other specific financial data fast, creating a better accounting experience overall. Analytics It is not impossible to analyze the performance of your establishment on your own especially if it’s a small business. But what if you have dozens of rooms and multiple revenue streams? Fortunately, most digital accounting programs come with analytic features that can create data-based reports and projections that then assist in essential decision-making. Automation Finally, spare your staff from tedious and repetitive accounting tasks with an automation feature. In fact, some programs are even AI-integrated allowing their platforms to recognize key performance indicators, issue alerts and notifications in real-time, and even schedule regular reports whenever you need them. Please keep in mind that accounting services do vary, so be sure to check the full functionality of your chosen platform just to make sure that it will meet your expectations. M3 Accounting is a personal favorite of ours. Not only do they offer premium accounting services, but they also provide training for your accounting team and allow integration with other accounting services like Quickbooks and Peachtree. Final Thoughts Hospitality industry accounting is definitely set apart from the traditional practice. Fortunately, there are hotel accounting solutions that you can do to make your bookkeeping process faster and more convenient, including signing up for an online accounting system specifically designed for hospitality establishments.
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!
Hotel accounting can be really hard. Between agency commission tracking, deposits, invoices, chargebacks, and reconciliations – we humans just aren’t equipped to handle this level of complexity. Small business accounting software like Xero makes accounting a breeze, but given very specialized accounting requirements in the hotel industry - even great accounting software like Xero can fall short without a proper integration to your property management system. Whether you’re tracking agency commissions or configuring payment policies for groups – it is vital for hotels of all sizes to have a seamless integration between their property management system (PMS) and hotel accounting software. Why? It saves countless hours of tedious administration via automation. In this article, we’re going to walk you through the easiest hotel accounting process you’ve ever experienced - powered by a seamless integration between PMS Preno and accounting software Xero. An integration that will automate and simplify your hotel’s financial activities. Ready to put the headaches of hotel accounting in your rearview mirror and automate your repetitive processes? Let’s dive in! Why Use Preno with Xero? Got things to do and places to go? Here’s the abbreviated version of our deep dive into the Preno + Xero integration: Preno automatically generates invoices in Xero to make daily, monthly, or yearly reconciliations a breeze. Xero can handle multiple accounts, revenue streams, room types, fees, and more. Preno and Xero are the dream team for managing deposits and prepaid reservations. Xero’s automation functions can save your staff hours of valuable time each day. Preno’s integration with Xero is the most complete of any PMS, and is rated a perfect 5 out of 5 stars in the Xero App Store. Automated Invoices Without an integration like the one between Preno and Xero, hoteliers and accounting staff spend up to 10 hours every week creating invoices and reconciling accounts. Staff would usually need to manually enter payment information or deposits in their PMS, and accounting system – essentially doing double the work. If your property management system doesn’t communicate with your accounting software, you need to manually type in data like guest’s name, booking dates, room rates, fees, and more. Does that sound like the most efficient way to run things? With Preno and Xero working together, reservation data syncs automatically with Xero’s accounting software so that invoices are complete and accurate without any busy work. The only thing you’ll need to do is ensure your bank statement line matches Xero’s invoice. Easy enough! However, if you want to make any adjustments to the automated invoice, that’s possible too. When you open a reservation in Preno, simply click a link to access the Xero invoice, there you can make any desired changes, and easily print or email the invoice. Deposits and Prepayments Does your hotel require deposits or offer prepayment options? When using an old legacy PMS (not cloud-based like Preno), you can almost see the system on the brink of freezing or giving you that spinning wheel of death. Preno, on the other hand, is built to handle deposits with ease and speed. When a guest pays their deposit (or prepayment), the payment is recorded in Preno, and an invoice is automatically generated. Xero automatically allocates the payment to the full invoice. Within the guest’s reservation record, a link to the record in Xero also pops up for quick reference. Upon check-out, you can generate a complete invoice for the guest that details payments they made before, during and after their stay, and print or email is at the click of a button. Multiple Account Support If the thought of reconciling multiple revenue streams at the end of the month gives you anxiety, then it’s time to upgrade your accounting software, and seamlessly integrate it with your PMS. Many hotels work with a variety of agencies, individual travel agents, and other accounts – and without a system that can balance all of them, month-end reporting can be a daunting task. Preno and Xero make invoicing accounts easy (and fun), because you can automatically generate invoices for reservations with a couple of click. Simply pull up an agency reservation, add a deposit or payment, and choose “Invoice Agent” as the payment method. An invoice will be automatically generated – voila! Time-Saving Benefits Preno and Xero will save your staff hours of time each week – and because time is money, your hotel will have some extra moolah in its metaphorical pocket after making the switch to these apps. By reducing the hours of repetitive, administrative tasks, your staff can dedicate more time to tasks that enhance the guest experience. Reducing the amount of time spent on “busy” work isn’t the only benefit, you’ll also reduce the chance of human error on invoices and payments, thus reducing the amount of time spent on service recovery or corrections. Modernizing your accounting process will also yield some interesting insights. For example, Preno’s integration with Xero includes details like a breakdown of fees, room service items, and surcharges to provide your hotel greater visibility into real-time business trends. The automated reporting tools in Preno and Xero can reveal your most popular fees, less popular room service orders, and provide opportunities to achieve incremental revenue growth. Still have questions about Preno’s integration with Xero? Let us know! This content was created collaboratively by Preno and Hotel Tech Report.