As we enter the annual budget season, the hotel industry remains focused on familiar challenges: boosting workforce efficiency, trimming unnecessary expenses, implementing operational management technologies, and discovering innovative ways to maximize revenue. Independent hotel operators are leading the charge, proactively upgrading their technology arsenals to meet these challenges head-on. This strategic approach ensures they have the tools necessary to satisfy both operational demands and the ever-evolving expectations of their guests.
This quest for technological advancement often begins with a comprehensive assessment of a hotel property management system (PMS). “Independent hoteliers, in particular, require access to technology capable of simplifying their operations and reducing errors,” states Warren Dehan, President of Maestro PMS, an all-in-one PMS provider for the global hospitality industry. “These properties are focused on keeping pace with shifting guest expectations and the need to run a leaner, sleeker operation overall. Hoteliers without brand support increasingly rely on their tools and technology partners to help create the experience owners envision.”
With these issues at the forefront, Maestro has identified four key technologies integrated within a comprehensive PMS that independent hoteliers are planning to invest in over the next year:
1. Unified Guest Itineraries (UGI): Streamlining Guest Data Management
To streamline guest data management and enhance the overall guest experience, hotels are embracing Unified Guest Itineraries (UGI). This functionality aggregates all booking details into a single, accessible itinerary, allowing guests to plan their stay, navigate the property, and access important information directly on their devices. When seamlessly integrated into a comprehensive PMS, UGI elevates guest engagement with on-property revenue opportunities, making the entire guest experience more enjoyable and personalized.
“Independent hotels offer unique experiences, but their lack of a brand often means guests may only know some of the details about their scheduled activities and experiences before arrival,” Dehan explains. “Through the All-In-One PMS, hotels can push SGIs to these travelers and help them prepare for the unique property they are visiting. This allows operators to see the experience through the guests’ eyes, mainly by keeping guests automatically updated whenever their activities and bookings are adjusted.”
2. Contactless Check-In and Kiosk Services: Enhancing the Guest Arrival Experience
Independent hotels are reimagining the check-in process to enhance the guest arrival experience by minimizing front desk wait times while preserving valuable guest-staff interaction. Advancements in contactless technology and the implementation of kiosks are transforming these touchpoints into efficient, welcoming experiences, offering modern alternatives to traditional front desks.
“An All-In-One PMS often determines the number of opportunities for contactless check-in or kiosk integrations,” Dehan notes. “Hotels are encouraged to speak with their technology partners and chart a course to offer a streamlined arrival experience. They should address the location of kiosks, where attendants should stand, and how to best improve the flow of traffic on the property.”
3. Integrated Payment Solutions: Simplifying Transactions and Enhancing Efficiency
The shift towards cashless transactions is gaining momentum in the hospitality industry, highlighting the need for integrated, secure payment systems within the PMS. These systems streamline the payment process, reduce operational friction, and enhance the check-in and check-out experiences. They also minimize the need for manual reconciliation and administrative tasks for staff, while providing instant access to transaction data and financial insights that help improve revenue management and operational efficiency.
4. AI and Machine Learning Innovations: Revolutionizing Guest Interactions and Operations
AI and machine learning are revolutionizing various industries, and the hospitality sector, particularly independent hotels, is poised to benefit significantly. By utilizing AI-driven chatbots and digital assistants, hotels can ensure immediate responses to guest inquiries, preventing any negative initial impressions due to delayed communications. This technology within an All-In-One PMS helps maintain consistent communication with guests, ensuring their needs are met promptly until a human staff member can assist them.
Investing in a PMS that offers these capabilities is crucial for independent hoteliers aiming to deliver a seamless, integrated experience across all guest touchpoints, from booking to departure.
“Over time, AI will improve problem-solving and enhance training, but it has concrete uses in guest and reputation management today,” Dehan asserts. “Hoteliers should speak with their technology partners to learn how they plan to utilize AI in the future for training, consumer interactions, workflow automation, and more. Then, hoteliers should begin asking how to connect these capabilities across their properties.”
