Over the past few years, many aspects of the hospitality industry have shifted to adapt to new cloud based systems for hotels and shifts in consumer behaviour, which have in turn changed how hoteliers operate.
The increases in efficiency brought about by technology allows hoteliers to put their focus back on the guest experience, rather than getting bogged down with the humdrum of facilities and bookings management. Implementing state-of-the-art systems to free up staff time is a common trend within the sector.
Hotels now adopting cloud based hotel management systems
What is a property management system?
Property Management System (PMS) systems are a popular choice for hoteliers; allowing them to manage and monitor important aspects of the day-to-day operation of running the hotel. But, do they improve guest experience?
Buyers wanting to replace problematic systems
New buyers wanting to increase organisation and automate
Although the primary benefit of a PMS system is to implement process and improve staff efficiency, there is undoubtedly a knock-on effect that improves a guest’s experience. However, there are still areas within the hotel sector that are not effectively supported with modern technology, and as a result can negatively affect a guest’s stay.
With tech being used in so many other facets of the business, can a system that is at the core of staff operations directly feed back to the guest experience as well?
Backlash from a bad system
Lost property in hotels is often managed using antiquated processes. These could be paper-based systems or inadequate modules that have been bolted onto PMS software as an afterthought. This poses a risk for any organisation, but even more so within an industry that is inherently focused on the guest experience. A positive (or negative) lost property experience will leave a lasting memory and is likely to direct impact future booking decisions.
Furthermore, social media and news outlets are quick to pick up and report on any negligence. This was the case recently with a major UK Holiday Park operator Pontins, who misplaced a visitor’s bag that was left behind. Upwards of £1,000 of luggage was either misplaced or ‘destroyed’ by staff, with no one at the park being able to offer insight or take responsibility for what had happened.
The story – that has now been picked up by national tabloid news outlets – is a testament to why the hospitality industry needs to continue to move with the times. Analogue systems need to be reviewed and updated, particularly when they directly affect guest experience in such memorable fashion.
Losing something is often an upsetting and stressful experience, and this can be exacerbated if it takes place somewhere that you have paid to visit. At the very least you want to feel as if the staff are equipped and motivated to help.
A guest who has lost something needs to be handled with care. This can only be achieved by having a clear process for frontline staff; ensuring quick responses to enquiries and regular communication to guests, all of which combine to ensure a clear and reassuring experience. Through working alongside hotels, NotLost continue to develop state of the art technology for hotels to handle lost property.
Ultimately, each engagement around lost property creates an opportunity that, if handled well, can have a hugely positive effect on your brand, unlike the aforementioned holiday park. Our belief is that implementing cloud-based systems that not only improve staff efficiency but also directly affect the guest experience is becoming more essential than ever. A dedicated lost property platform that wow’s guests and empowers staff is a tool that all visitor based industries can and should take advantage of.
Until next time!