A September 2022 survey by the AHLA saw 87% of hotel respondents reporting staffing shortages. Could hotel technology be the answer to the hotel staffing shortage?

Whether a boutique B&B, a multi-property chain, or a sprawling tropical resort, the industry is continuing to face a massive hotel staffing shortage post-pandemic. A survey of 200 hoteliers conducted by the American Hotels and Lodging Association (AHLA) in September 2022 saw 87% of respondents reporting experiencing a staffing shortage, with 36% labeling it “severe.” As travel reaches pre-pandemic levels, the decrease in available employees is creating a new wave of difficulties for hoteliers. So, what can hoteliers do to support operational strength with less staff? Leveraging hotel technology can make your guests feel like your property is working at full capacity without adding additional work for the staff you do have.

Let’s take a look at some issues understaffed properties are currently facing and see where technology can help.

The Front Desk Clog

Reduced staff and an influx of guests inevitably leads to a clogged front desk. This backup usually happens for one of two reasons: guests checking in or guests calling in. When it comes to cutting down on lobby lines, branded hotel mobile apps with mobile check-in and mobile key capabilities allow guests to check-in from anywhere, bypass the front desk and use a mobile key to access their rooms. This frees up front desk staff, while improving the guest experience.

Mobile apps and smart-room tablets also eliminate the amount of phone calls front desk staff have to field. Through a hotel’s mobile app, guests can place service requests and in-room dining orders and get automated updates in real-time. Additionally, pivoting to digital service requests reduces human error and helps ensure a guest’s request doesn’t fall through the cracks — all while freeing up the front desk’s phone lines so staff can focus their attention where it’s most needed. An added bonus? An efficient app process for simple service requests gives guests the feeling of full service.

Work Order Pile Ups

As trade shows, business trips and family vacations reach normal levels again, many properties are noticing a decrease in work order fulfillment efficiency. Making sure work orders are completed in a timely manner — not to mention prioritized accurately — can be extremely frustrating and difficult to achieve, especially during a hotel staffing shortage.

Investing in a digital ticketing solution helps properties with disorganized work order systems streamline their requests. Many hoteliers have found success by utilizing an internal ticketing system through their hotel app’s backend. The benefit of implementing digital ticketing is, once again, taking unnecessary steps off the staff’s plate and leaving less room for human error. Automated ticketing allows management to set work order priorities and track the status of each work order in real-time.

When Service Recovery Struggles

Bad reviews and negative word-of-mouth are the bane of a hoteliers’ existence. It’s also no surprise that efficient service recovery can be hard to come by. Efficiency can feel unattainable at times due the sheer number of things to keep track of during the process of any given service recovery task.

Implementing tech to manage and direct the flow of every individual recovery case keeps things from falling through the cracks. From following up on a complaint to delivering a bottle of wine to a guest whose food order arrived late, a digital service recovery system can help ensure any mistake or mishap is quickly followed up with proactive recovery.

 

Looking to combat hotel staffing shortages and create efficiency at your property? Request a demo today.

Here are a few ways hotel technology can help your property benefit from one of the latest pandemic-driven travel trends: trip stacking

Trip stacking is one of the latest travel trends to emerge from the pandemic, and it’s also predicted to be one of the biggest travel trends in 2023. But what exactly is it and how can your hotel profit from this growing trend? Let’s take a look.

What Is Trip Stacking?

To first understand how your property can benefit from this latest trend, we must first answer the question: What is trip stacking? One form of trip stacking comes when a traveler books two or more trips for the same vacation slot. Driven in large part by pandemic protocol exhaustion and the fear that their future vacation plans will be canceled, many travelers have been double or triple booking trips for the same dates. Usually the two trips vary in distance, with one being a riskier option — such as an international destination — and the other being a “safer” option — such as a road trip.

Another form of trip stacking comes when a traveler adds another destination or trip directly following or preceding their existing trip. A fall 2022 study by economy lodging brand Motel 6 revealed that nearly 57% of travelers planned to trip stack this winter.

How Can Your Property Profit from Trip Stacking?

Now that we’ve established the types of trip stacking, how can your property benefit? When it comes to travelers planning backup trips, reservation cancellations can abound when they decide to opt for plan B. That said, putting your hotel’s offering front-and-center can help sway customers to your property. By offering the latest technologies, such as in-room tablets and branded mobile apps, customers can vacation exactly how they want by getting what they want, when they want it.

For those trip stackers tacking on a vacation directly before or after their existing trip, swaying them to stay a little longer can be easiest when your leisure options are front-and-center. Bleisure travelers, or those travelers combining both business travel and leisure travel, are one large group of trip stackers that hotels should focus on. Properties that typically service business travelers now have the opportunity to show them their leisure offerings. Providing open workspaces and a reliable internet connection is key for the business traveler, but hotels must also highlight their leisure amenities to get guests to extend their stay at the property.

One way to do this is through hotel technology. A branded hotel mobile app allows guests looking to relax to order room service, book spa appointments and order drinks poolside, all from their mobile device. Smart-room tablets let travelers browse and order in-room dining, search for local attractions and stream their favorite television shows all from the comfort of their hotel room bed. By offering the best in both business and leisure amenities, trip stackers are sure to be drawn to a property that offers it all.

 

Want to learn more about how you can make your property stand out using hotel technology? Request a demo today.

One of the hottest hospitality trends for 2023 will be incorporating more technology in hotels. Will this be the year we see an even larger influx of hoteliers jump on the tech train?

It’s no secret the hospitality industry suffers from a systemic underinvestment in technology. Normally, hoteliers spend about 2.5% of net room revenue on technology. During the pandemic, spending on technology in hotels in the U.S. saw a significant decrease, rebounding slightly in 2021. Technology spending in Europe and APAC over the last two years has been estimated to be even worse. So, as technology is thought to be one of the top hospitality trends for 2023, will hoteliers begin investing more this year?

Hoteliers Current Challenges

There are a few key factors that will impact hoteliers’ willingness to invest in technology in hotels.

First off is the current squeeze on hotels’ profit margins. Inflation has affected hoteliers just as it has the average American. Costs for F&B ingredients and other supplies have all increased — as has the cost of labor. According to Hotel Management, wages in hospitality have risen 18% since 2019.

Additionally, severe employee shortages continued to plague the hospitality industry in 2022. Hotel Management reported a deficit of some 400,000 workers with 87% of hotels reporting shortages. While higher wages might woo some, experts believe it won’t be enough to attract and retain enough quality employees. As a result, hoteliers will have to offer employees a positive work environment that helps them succeed and feel rewarded in their job.

Lastly is the continued risk of cybersecurity. In the last three years, many of the major hotel brands, including IHG, Marriott and Hilton, have all suffered data security breaches. And it’s not just the large chains that are at risk, smaller hotels can suffer a cybersecurity breach as well.

Technology as a Solution

One of the key trends shaping hospitality in 2023 will continue to be technology. By investing in hotel technology, hoteliers can help offset some of the strain felt from the aforementioned burdens facing them in 2023.

Technology in hotels can help increase property revenue in the long run. Branded mobile apps put all of a hotel’s offerings literally right at guests’ fingertips — from promoting onsite dining options to allowing them to book spa appointments to listing all the products in a hotel’s gift shop. In-room tablets also help hotels increase onsite revenue by featuring the same offerings without guests having to download an app.

To help ease staffing shortages, mobile check-in and check-out, as well as mobile room keys help travelers skip the front desk and head right to their rooms upon arrival. This alleviates long lobby lines and helps front desk staff focus on other tasks. Mobile room keys also decrease the amount of guests stopping by the front desk asking to replace lost plastic key cards. Mobile apps and smart-room tablets both allow guests to order room service digitally, saving both the guest and staff valuable phone time. With apps and tablets, staff can focus on fulfilling and delivering orders.

By upgrading hotel technology and selecting a secure platform service provider, hoteliers can work towards preventing cybersecurity threats. Cloud-based systems feature encryption, which helps stop data exposure thanks to the military-grade encryption standards many cloud providers employ. Considering a hotel technology platform that offers data tokenization also combats against data breaches. Many platform service providers don’t store any PCI information, but instead tokenize guests’ sensitive data and send it directly to the property’s PMS.

 

Investing in technology in hotels will continue to be one of the top hospitality trends for 2023 and can help hoteliers overcome the obstacles facing them in the coming year. Looking to improve the technology at your hotel? Request a demo today.

Discover how high-tech hotels featuring the latest in digital offerings are changing the hospitality industry

As we enter 2023, today’s travelers are more dependent on technology than ever before. They book flights, order rideshare services, and board airplanes all through their mobile phones. So, why should their hotel stay be any different? An influx of high-tech hotels are popping up around the world — offering travelers a more luxurious, seamless, and personalized experience by tapping into the latest in technology.

Earlier this year, the Langham Hospitality Group launched new brand Ying’nFlo, made up of upper midscale, high-tech hotels targeting millennial and Gen Z travelers. They heavily incorporated technology into the guest experience by offering mobile apps that allow guests to check in, control in-room amenities like TV and lighting, and charge in-hotel purchases from vending machines and restaurants to their room.

Marriott’s Moxy brand also targets millennial and Gen Z travelers, and takes technology a step further by featuring AR immersive experiences at its Asia Pacific hotels.

And at Dream Hollywood in Los Angeles, a service robot named Alfred is programmed to deliver bottles of water, toothbrushes, and extra linens to guests’ rooms upon request.

So, how has technology changed the hospitality industry? Here are a few hotel technology trends we’ll see more of in 2023.

Branded Mobile Apps

There have been many hotel technology trends in recent years, including an emphasis on hotel-branded mobile apps. Like Ying’nFlo, mobile apps allow guests to interact with a property in multiple ways, on their own time. Apps let guests bypass lobby lines by checking in and checking out directly on the app, and once to their room, a mobile key allows them to access their guestroom through the app. Customers looking to order room service no longer need to peruse a paper menu or spend time on hold with reception. Instead, they can search updated menus from the palm of their hand and place orders directly through their mobile device.

Smart-Room Tablets

High-tech hotels have also adopted the use of in-room tablets — which are ideal for guests who don’t want to download a hotel-branded mobile app. These smart-room tablets allow customers to review onsite dining menus, place in-room dining orders, adjust in-room temperature controls, browse hotel offerings, book spa appointments, browse hotel compendiums, and more. Gone are the days when the bedside table was cluttered with devices like alarm clocks, clock radios, and bulky telephones. Hotels are replacing these outdated technologies with one smart-room tablet that integrates phone, alarm, streaming music, and more.

Guest Messaging

Many guests, especially millennial and Gen Z travelers, prefer texting over placing phone calls. Adopting guest messaging will let guests text message the front desk from their cell phone to request additional towels or a drink poolside, allowing staff to respond in a timely manner and again cutting down on lines at the front desk.

Service Robots

Like the Dream Hollywood hotel, service robots are being adopted in hotels around the world and can have a wide range of uses, especially for contactless services. From delivering room-service orders and fulfilling toiletry requests to greeting guests in the lobby upon arrival, robots are no longer just a figment of the future.

 

Looking to deploy some of the latest hotel technology trends at your property? Request a demo.

How to incorporate the latest trends in hospitality at your property in 2023

It’s hard to believe, but 2022 is almost over. As we enter the new year, now is a perfect time to evaluate your business and position it for success in 2023. One key way to do this is to tap into the biggest trends in hospitality leading into 2023. From sustainable practices to smart hotel technology to incentivizing employees, let’s take a look at the future of the hospitality industry and what’s going to be hot in 2023.

Sustainability

One of the biggest trends in hospitality in 2022 that will continue in 2023 is the push towards sustainability. With travelers becoming more and more eco-focused, hotels can anticipate an influx in guests leaning towards hotels that feature rooftop gardens, farm-to-table restaurants, sustainable toiletries, and water conservation-focused laundry services.

According to Hospitality Net, 3 out of 4 accommodation providers say they’ve implemented some form of sustainability practices at their property, but only one-third of those actively communicate their efforts to guests and potential guests. Don’t forget to share these practices on your hotel’s website and social media, as well as in your email marketing.

Bleisure

Another trend that took hold in 2022 and is poised for growth in 2023 is bleisure travel: or part business, part leisure travel. According to Forbes, 89% of people planned to add personal vacation time to their business travel in 2022 and this trend will continue in 2023.

How can you reach this type of traveler in 2023?

Studies have shown that many of these travelers stay at the same property for both the business and the leisure portions of the trip. So, having offerings that accommodate both parts of a bleisure traveler’s trip is key. Adding flexible workspaces and meeting rooms that allow working guests to take video calls and answer emails outside their hotel rooms in a quiet space is crucial. Additionally, when looking to unwind, hotels typically associated with business travel now have the opportunity to showcase their relaxing offerings, including spa appointments, in-room massages, and tour package options — which are also ideal for family and friends who tag along.

Employee-Focused Initiatives

The year 2022 saw staffing shortages plague the entire hospitality industry. For 2023, putting a focus on your employees will go a long way when it comes to attracting and retaining staff.

Offering employees incentives for any rewards program sign-ups or guest room upgrades they sell are one way to make current staff feel valued and rewarded, while also attracting potential employees.

When it comes to retention, make sure you speak with staff regularly and check to see how they’re managing their role. Employees who feel cared for are less likely to look for work elsewhere. Offering them opportunities to grow and develop in their career will also make them less likely to seek a new position. Staff are more likely to stay in a job which offers career prospects. Not to mention, they’ll be more enthusiastic and go above and beyond for guests.

Smart Hotel Technology

One of the other key trends in hospitality for 2023: technology. Just like most other industries, the future of the hospitality industry is digital. In today’s day and age, most travelers expect a digital experience, from check-in to check-out. According to a recent study by Avail, 71% of Gen-Zers and 71% of Millennials lead the way in 2022 when it came to making plans to travel more often. And with more younger travelers starting at your property, incorporating smart hotel technology will be key in 2023.

Offering guests a branded mobile app that allows them to check-in and check-out digitally, order room service, and book spa appointments all from the convenience of their mobile device is critical to capturing digitally minded travelers. In-room tablets will also bridge the digital divide and allow guests to order room service, adjust temperature controls, and browse the latest hotel offerings all with the tap of a finger.

 

Looking to learn more about bringing your property’s tech into 2023? Request a demo.

Refining your brand’s service culture can have exponential effects on the guest experience and create a return customer for years to come

We all know the importance of good customer service. But have you ever taken the time to evaluate your property’s service culture? The standards you set for your hotel’s service culture can make or break a guest’s experience. If executed correctly, your service culture can ensure a guest for life.

But before you evaluate your property’s service culture, let’s first define what service culture is and why it’s important.

What is Service Culture?

Service culture is an environment where employees are focused solely on offering the best customer service possible. An effective service culture has all employees’ duties center around offering the best guest experience. Not surprisingly, service culture leads to guests associating your brand with a positive experience, which in turn, leads to positive online reviews, favorable word-of-mouth and a regular customer.

So, what are some ways to hone your property’s service culture? Incorporating initiatives that are specific to your brand’s mission should be first and foremost when defining your brand’s service culture. Once defined, here are a few steps you can take to ensure a proper service culture.

Train Your Employees

Instruct employees from day one what your brand’s unique service culture is and how they can implement it at all times. Hold semi-regular team meetings that remind employees of your company’s service culture. Make an outline of your service mission with tips on how to enact them in daily guest interactions and post them anywhere employees gather so they stay front-of-mind at all times.

Include All Employees in the Mission

If a guest has a great experience at the front desk, spa and hotel bar, but a terrible experience at valet, then your service culture has failed. Your customer service culture needs to permeate your entire brand. From front-of-house to back-of-house, all employees must be on board and focused on the same service goals.

Remember Your Guests’ Names

One of the simplest ways to make your guests feel valued is remembering and addressing them by name whenever you interact with them. Writer and lecturer Dale Carnegie once said, “A person’s name is to that person the sweetest and most important sound in any language.” This simple but impactful gesture lets the customer know that you respect them as a person and value their business.

Remove the Needless Friction

Comb through your company rules, policies, and procedures and remove any redundancies or needless ones that may cause frustration. Unnecessary rules and policies reduce the chances of a customer doing business with you in the future.

Practice Service Recovery

So something went wrong — we’re all human. When a mistake is made, admit it and do whatever it takes to correct it. Instill in your employees the importance of acting swiftly to correct an error. Remind them to take responsibility for the mistake made and work to correct it as soon as possible. Following up with a guest immediately after a mistake is made is also critical.

 

To learn more about how you can improve the guest experience and create a positive service culture using hotel technology, request a demo today.