If we asked you to picture a classic diner, chances are your mind would fill with images of neon signs, hot coffee, a jukebox in the corner, and a friendly waitress with a notepad and pen in hand. While these establishments still exist, hospitality industry technology growth has shifted the focus from classic to modern with an emphasis on the diner.
Our experiences have found that hospitality as a whole is managing its technology quite well and that the technology boom has allowed the industry to snag some innovative achievements. Online bookings account for 65.4% of all reservations across the major chains, showing a 15.4% increase over the past year. Additionally, Hyatt was the first hotel chain to launch a 24/7 social media concierge service, starting the era of the virtual concierge. So what does it look like for the rest of the world?
Bookings From Phone to Internet to Social Media
Reservation systems in hotels and restaurants have long provoked a sense of anxiety in many a traveler and many a diner. We’ve all seen those classic movie scenes: a family plans a vacation, makes advanced reservations, and sends a check only to find out upon arrival that whoops…there’s no record of their planned stay. “Sorry about that, but we are booked and there is nothing we can do for you.” The next thing you know, Clark Griswold is punching a talking moose in the nose.
We’re excited to say that those days have long since passed us by and only hold a place in Hollywood film history. For the most part, anyway. As successful as online booking services, such as Expedia and OpenTable, have been in greatly reducing customer anxiety, there is still room for improvement. Understanding the mistakes of the past, such as how to work towards eliminating “lost” reservations or making all fees and taxes clear from the start, all work to assist in developing a highly effective hospitality management system.
Leveraging the abilities that the internet, smartphone apps, and social media can all present to you gives you multiple channels for customer interaction and each plays a big role in hospitality industry technology growth. This helps you to help them, and not just by learning from the mistakes of the past. With this set of tools at your disposal, you can easily ensure that your bookings can be managed with a high level of accuracy and understanding. With this, you check off the boxes for managing customer expectations and allowing them to improve their experience by presenting them with options they are comfortable using.
Improving the Customer Experience One Piece At a Time
Ensuring that your guests experience a smooth interaction with your business is a tricky proposition. As technology matures, so do the expectations of any potential customer. And while missing items, such as a shortage of menus and silverware or an unmanned check-in desk, were once an expected part of hospitality, you must operate under the assumption that any missed opportunity at enhancing their experience will be reflected in one of the many review platforms on the internet.
While in the past, when most in the hospitality industry needed to rely on personal customer input in order to meet their changing needs, the technology available today can provide this data to you with more consistency and accuracy. From menu specials to room service deals, much of the technology today revolves around tracking the data needed to understand where exactly the customer’s expectations are heading. Just make sure you’re heading the same way, too.
As information has become the most valuable asset in every industry, including hospitality, you must have the systems in place in order to make the appropriate changes within your business. While finding this balance was difficult to accomplish in the past, most of today’s hospitality industry technology growth solutions provide you with the ability to gather and mine data for concise forecast reporting in all areas of your business.
Hospitality Industry Technology Growth Enhances Staff Management
Do you know who is cleaning what room and on which floor? Who has the bandwidth to immediately head to room 714 to ready it for a VIP guest arrival in an hour? Who is available to handle a table packed with demanding guests? If you cannot answer any of these questions without confidence, your staff management might need a little bit of TLC. Or a lot of it, depending.
Staff management is an area in hospitality that has been begging for a technical solution for decades. Missed bed changes, shampoo refreshes, or staff running from one end of the hotel to the other for supplies they do not have slows down the overall responsiveness of the staff. Room service meals grow cold, and guests eagerly awaiting the arrival of a missing towel after a long flight contributes to an underwhelming experience for guests.
In today’s review driven hospitality environment, any missteps will linger on the internet for years to come, which may impact the traffic visiting you. Before you start having nightmares about one-star reviews and angry customers, remember that there are simple solutions. The abilities of today’s technical solutions can assist you with staff efficiency. Many of these solutions allow you to edit staffing on the fly, making it easy to shift gears and be more accommodating of emergency guest requests of issues.
Stay Current with Hospitality Industry Technology Growth
Upgrading the technology you rely on is an important part of remaining competitive. Operating with legacy tech translates into missed opportunities and mistakes. As complex as an upgrade may seem, it can be done easily with the right help. Seeking help from a technology leader with hospitality industry technology growth experience is the perfect first step towards assuring you and your customers happy, easy experiences to come.
When you partner with talech to improve how your business operates in the evolving hospitality sector, you gain a teammate that works with you to identify and address the key challenges on your plate. Our goal is to achieve a technical solution that will propel you forward with confidence and security. Reach out to us today to sign up for a demo and to learn more about how talech can be your valued POS partner.