Investing in Hotel Technology:Where to Start
When considering investing in operating systems for hotels, it can be daunting to know where to begin.
The first question to ask is: What do you wish to achieve by investing in technology?
Some common goals include:
- Driving more direct business, reducing reliance on Online Travel Agencies (OTAs)
- Decreasing manual processes to allow team members to focus on guest interactions
- Increasing outlet & retail sales, pre, during & post-stay
- Upgrading legacy, on-premise systems to cloud-based software
Let's take the last example – cloud-based Property Management Systems (PMS). PMSs have long been considered the beating heart of many hotel operations. However, as legacy, on-premise systems age, they can impact business continuity. Cloud-based PMSs are here, offering a solution, but some operators fear compromised data security. Fortunately, many vendors have addressed this concern.
During the COVID-19 downtime, several PMS providers built cloud versions of their previous on-premise solutions, while numerous start-ups emerged to rival the big players. When considering a new PMS, it's crucial to evaluate:
- Top priorities for selecting a new system
- Current and desired future integrations
- Potential positive impact on the guest journey (e.g., pre-arrival communication, online check-in, single itinerary confirmation)
- Available resources for managing the project
- Brand restrictions on compatible PMS options
- Implementation timelines
Some legacy systems are being sunsetted, forcing operators to implement new solutions. When exploring software to manage a hotel, consider how other technologies can integrate with the PMS. For example, top PMS software often includes a mobile app for streamlining housekeeping and maintenance functions, ensuring guest requests are addressed promptly. Tracking maintenance tasks can also be valuable for annual capital expenditure budgets, identifying emerging trends to address.
