Company insight
Zero-disappointment hospitality
A hotel is only as good as its worst review. This being the case, perfection is highly sought after. Matthew Prosser, senior sales director, EMEA at Agilysys, a leading hospitality software company for more than 40 years, explains how the company strive towards perfection using customer-centric systems.
he first thing I discovered when I started in hospitality is that it is a zero- disappointment business, particularly when guests are paying for a world-class service. There is little room for error. If a property exceeds expectations in nine out of ten guest experiences but disappoints on the tenth, that is the one that will show up on a review site, discouraging both return and referral business. Here are four ways properties with the right technology solutions can create exceptional zero- disappointment stays that, ultimately, delight their guests while enhancing ROE.
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Identifying the right property management system
Choosing the right property management system (PMS) is one of the most important decisions a hotelier may ever make throughout their tenure. The right software has the capabilities to streamline your hotel operations while alleviating the relentless workload that can manifest at your property. This inevitably encourages guests to stay more often, spend more, and recommend more while leaving better reviews. Meanwhile, from a staff perspective, it boosts the likelihood of retention, increases empowerment, reduces stress and gives staff a greater incentive to stay long term – guaranteeing a high return on experience (ROE). By investing in the right PMS,
hoteliers are putting, not only their guests, but also their staff’s experience at the centre of their operation: reducing their levels of stress, empowering them to become more efficient and providing them with a higher sense of fulfilment in their work.
Higher return on data
Solutions designed by hospitality experts to reveal data-driven insights and decisions about guests and staff are proven to increase a high return on data. This ensures that the business’s promises are kept, delivering profits through data-driven, solutions centred on guest delight, staff satisfaction and good relationships. Additionally, for guests, this creates more efficient preference-based services, optimised reservations and greater influence, in terms of interaction. For staff, this enables data- informed schedules and creates coverage aligned to demand while providing a deeper understanding of guests and uncovering insights that increase revenue.
Allowing guests to take control of their stay Guests have access to view a hotel’s facilities and activities online before arriving. When guests can review the property’s offering and make selections in their own time, they are more likely to spend more. Additionally, guests often prefer to book spa appointments, tea times and other activities when they reserve a room. On top of this, they may also desire to make a restaurant reservation and select the specific table or seat and server they prefer – allowing guests to reserve an array of offerings of their own choice at the time that is best for them.
Giving guests control of their stay allows them to review and spend as they wish, in their own time.
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Hotel communication It’s important for properties to stay in contact with their guests to build loyalty.
Intelligent use of data can improve guest satisfaction and staff retention.
Pre-stay emails alerting guests towards updates, discount offers or new features can be sent to new and repeat guests. By using guest profile content, for example, hotel staff can generate SMS communications with upgrades, coupons or special offers while the guest is on the property. These solutions help properties deliver a seamless, personalised experience for their guests, which provides them with choice, control and convenience. This is why Agilysys have developed The Hospitality Cloud, with a hospitality core collection of services that are tailored to maximise ROE by specific venueand management model needs. These include a collection of core solutions to fit operational needs and technology preferences including PMS, point-of-sale (POS) systems (InfoGenesis and Buy) which are optimised for food and beverage experiences, and inventory and procurement to manage food, beverage, furniture and fixture needs in hospitality venues. ●
www.agilysys.com Hotel Management International /
www.hmi-online.com
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