Particularly in today's landscape, where guests seamlessly integrate technology and smartphones into their daily routines, protracted waits, queues, or outdated analog systems are simply intolerable.
This post delves into the strategies and key business processes of the world's premier hotel chains, which use lean management to optimize operations and address common industry challenges.
This transformative approach empowers staff, streamlines processes, enhances online reputation, and augments revenue streams.
Let's explore how technology is effectively tackling hospitality hurdles by:
- Streamlining operations for restaurants
- Enhancing the visibility of hotel services
- Resolving Real-time incidents
- Overcoming revenue stagnation
Queue Management: A Luxury That Hotels Cannot Afford
Few scenarios evoke more frustration among hotel staff, guests, and management than lengthy queues in the lobby.
A seamless experience is essential in destinations focused on leisure, where guests seek tranquility and often spend considerably.
In an era of immediacy, hotels swiftly recognized the imperative of addressing unnecessary steps and tackling unmanageable queues.
Consider the case of Viva Wyndham in the Dominican Republic, grappling with nearly a thousand guests arriving simultaneously via a single flight.
Previously, dining reservations at their numerous restaurants required manual handling, leading to exasperating queues. The advent of technology proved transformative.
As Claudio Natella, General Manager of Viva Wyndham, explains:
"The implementation of STAY has drastically changed my perception of hotel operations. It has been a complete success. I am delighted with our decision, the 2-hour queues disappeared."
Similarly, Planet Hollywood, nestled in Cancun, Mexico, faced up to 200 daily complaints from queue frustrations during restaurant bookings. However, leveraging digitization, they swiftly reversed the narrative, immediately saving time and frustration. Complaints went from 200 a day to zero.
Planet Hollywood Cancun’s General Manager, Jonathan Iriarte, supports digitization as a powerful tool to tackle these challenges.
"There is a before-and-after of the app. We have increased revenue, complaints about queues have dropped from 200 to 0, the visibility of the services is greater, the comfort for the guest is clear, and the staff feels empowered with the app."
By embracing such innovative solutions, hotels enhance guest satisfaction and liberate staff from repetitive tasks, allowing them to focus on enriching guest interactions. Meanwhile, this time-saving strategy for staff and guests leads to long-term happiness in your hotel or resort.
Digital Restaurant Management and Segmentation
The bustling dining areas within hotels have long posed logistical challenges for staff. The intricacies of restaurant reservations, coupled with evolving guest preferences, demanded a dynamic approach to management.
Companies soon realized that traditional reservation systems—those used by standalone restaurants outside the hotel industry—were inadequate to meet the unique needs of resorts and large chains due to their specific circumstances.
The need for a solution that is seamlessly integrated with the Property Management System (PMS) and capable of accommodating diverse guest profiles became apparent.
Haven Resort in Cancun underscores the significance of solutions like STAY, which enable real-time table consolidation and dynamic segmentation to accommodate varying guest categories.
Such tools not only mitigate operational inefficiencies but also foster personalized guest experiences, thereby elevating overall satisfaction.
Abel Torres, Haven Riviera Maya resort’s co-director, subscribes to this view:
"In our scenario, guest segmentation was imperative due to varying reservation types, each granting access to specific restaurants and services. STAY resolved our predicament by eradicating queues, greatly enhancing convenience for our staff and guests. As a result, we're saving up to 150 hours of dedicated agent time, previously spent managing all reservations. Guests are thrilled and equally crucial, we're experiencing increased sales of spa treatments and premium services. After all, you can't sell what isn't being noticed.”
We will delve deeper into this concept in the following paragraphs.
Service Visibility: A Catalyst for Revenue Growth
Despite meticulous service curation, hotels often needed more guest awareness of their offerings. A robust service catalog encompassing gourmet menus and indulgent spa treatments remained underutilized due to inadequate visibility.
Technological interventions, such as guest experience apps, emerged as a panacea, empowering guests to peruse offerings even before check-in.
Moreover, integrated upselling mechanisms strategically promote premium services, enhancing revenue while streamlining operations.
The success stories of renowned chains like Vincci Hoteles and Planet Hollywood underscore the transformative impact of heightened service visibility.
Aixa Rodríguez del Alisal, Vincci Hoteles’ Marketing and Communications Manager summed up everything that STAY is doing for this successful chain.
“The Vincci App is a success. Data (room service, amenities, mobile key) shows it, and thousands of reviews on the App Store and Google Store confirm it. The initial objective of showcasing our services has been achieved.”
By leveraging STAY, these properties witnessed a substantial uptick in revenue thanks to guest engagement and strategic service promotion.
In fact, In four months of working with STAY, Planet Hollywood has registered almost 50,000 transactions through the app.
Daily, it registers 77 concierge services, 59 sports, 19 spas, and 37 Balinese (STAY offers specific solutions for cabins, hammocks, and even mobile ordering through QRs). Their General Manager, Jonathan Iriarte, shares valuable information:
“Planet Hollywood is All-Inclusive, but it also offers Premium services. With the aim of upselling, STAY also helps a lot. We refer to romantic dinners, drink packages with cabins, and Spa reservations… We have recorded a 15% increase in sales. It is much easier for clients to make reservations for spa packages directly from their mobile devices.”
Real-time Incident Resolution: Fostering Operational Excellence
One perennial challenge confronting hotels was the timely identification and resolution of guest grievances. Without streamlined feedback tools, latent issues often escalated, tarnishing the hotel's online reputation and impeding revenue growth.
Enterprises embraced digital solutions like STAY's Instant Feedback feature, empowering guests to report issues seamlessly via smartphones.
By soliciting real-time feedback, hotels promptly address concerns, thereby mitigating negative guest experiences and fortifying their online standing.
Lopesan Costa Bávaro exemplifies the transformative potential of such initiatives, boasting an impressive 90% incident resolution rate. After implementing Instant Feedback on their property, Sara Gunjaca, Lopesan’s Room Division Director, shared her thoughts:
“Instant Feedback helps build customer loyalty by making them feel cared for and want to return. It also reduces negative opinions on external websites because it allows us to solve incidents we previously did not detect in time."
By proactively addressing guest feedback, hotels salvage potentially compromised experiences and reaffirm their commitment to delivering unparalleled guest satisfaction.
In conclusion, the convergence of technology and hospitality heralds a new era of operational efficiency and guest-centric service delivery.
By embracing digitalization, hotels can navigate challenges with finesse, fostering enduring guest relationships and sustainable revenue growth.
Resolving Staff and Guest Frustrations: A Digital Odyssey in Hospitality
In conclusion, the fusion of technology and hospitality is reshaping industry norms. Top hotels showcase how digital solutions streamline operations and elevate guest experiences.
Technology drives operational excellence, overcoming challenges and enabling personalized service. Success stories highlight digitalization's revenue-boosting and reputation-enhancing potential. Innovations like STAY empower hotels to stay competitive and build guest loyalty.
This shift heralds an era of agile, guest-focused hospitality. Continued investment in cutting-edge tech is crucial for setting new service standards, and collaboration fosters industry-wide resilience.
Hospitality's digital evolution revolutionizes guest engagement and service delivery. To thrive, hotels must prioritize innovation, agility, and cost efficiency. Guest-centricity and tech adoption unlock endless possibilities, shaping the future of hospitality.
