How hoteliers can use technology to get ahead in 2022


It is no secret the COVID 19 pandemic hit the hotel and resort industry hard. Amidst the struggle of merely surviving, hoteliers were also challenged to transition from providing the traditional customer experience to implementing widespread use of technology. This includes mobile check-in, contactless payment, biometrics and voice control. These trends began before COVID-19, but due to the acceleration, hoteliers, staffers and guests now must navigate the new meaning of hospitality.

By Shawn Tarter, RealTime Reservation

As we close out 2021 and look toward 2022, we are seeing trends that will continue into the new year. To start, we can expect guests to continue to return in increasing numbers. This is good news for 2022, but does present challenges for hotels and resorts, including how to manage reservations and on-site management most effectively amid continuing global staff shortages. This is where technology will continue to play a pivotal role in helping hoteliers accommodate their guests while also managing the staffing crisis and even creating incremental revenue.

For hoteliers, this will require taking a proactive approach and reviewing, updating and embracing traditional customer-facing services with more widespread use of technology. We can expect the hotel and resort industry to maximize operational efficiency and utilize newfound opportunities to support client satisfaction and loyalty and leverage new revenue streams.

In short, the key to winning and retaining customers is personalization and offering their guests personalized, easy-to-access services and amenities to amplify safety and satisfaction. 

Meeting Customer Demands

In 2022, customers will continue to prioritize convenience, efficiency and safety—now more than ever. By implementing customized software, guests can receive attention and personalized services from booking to check-out. Uncertainty should be avoided at all costs, meaning customers should not have to wait until arrival on property to book amenities and experiences, such as guest cabanas, daybeds, spa treatments, food and beverage services, access to a fitness center and even parking. Software product provides hotel guests an easy way to reserve such amenities at the time of booking, ensuring they receive these services and do not miss out upon arrival. 

Software like this, white-labeled and integrated directly into the hotel and resort website, provides guests with a seamless experience and increases their chance of return. Additionally, such software can be integrated into the hotelier's credit card processing, point-of-sale and property-management systems, so guests can pay the hotel/resort through room charge and/or by credit card. 

Benefits to Hoteliers 

It is pivotal to continuously improve the guest experience, especially with the ongoing global staff shortages. Integrating such a software system meets the needs of understaffed hotels, offering the same service and personalized experience without face-to-face interaction. 

Additionally, prebookings capture ancillary revenues, making up for potential losses in 2020 and beyond. Likewise, hoteliers can leverage inventory management, maximize efficiency and streamline internal operations with ease. 

In summary, hoteliers need to seize the opportunity to be proactive rather than reactive. Implementing software to enhance the guest experience while combating staff shortages gives us a leg up in such trying times. Technology is and will continue to be the hotel and resort industry's map as we continue to navigate and rebound in 2022. 

Shawn Tarter is CEO and founder of RealTime Reservation.

We found it on Hotel Management    Photo by senivpetro

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