Hoteliers naturally focus significant effort on successfully converting potential guests into actual hotel stays. But with the intense level of competition, both within in the hospitality industry and from alternative lodging accommodations, hoteliers must strive to gain the loyalty of repeat guests. Concurrently, the twenty-first century traveler comes to any hotel with certain expectations which must be met. Hotel guests demand a highly personalized guest experience from the beginning to the end of their stay.
The days of every guest being greeted by front desk staff upon check-in with the question, “Is this your first stay with us?” are hopefully in the past. Guests want to be acknowledged upon arrival, not treated like just another reservation number checking in. Through their stay and beyond, they desire a level of customization not available before, yet readily possible through the implementation of cloud-based PMS (Property Management System) technology by hotels.
21st Century Property Management System
It is absolutely vital for hoteliers to have ready access to as many data points as possible in order to treat every guest as the individual they truly are. A cloud-driven PMS system will give hoteliers the flexibility they need to create effective guest profiles. A data-rich guest profile is necessary in order to deliver a truly personal guest experience. First time guests should be contacted in advance and offered the opportunity to provide any specific requests or preferences they may have. Repeat guests should have all previous stays well documented within their profiles including room and F&B preferences, special dates (e.g. anniversary) and any individualized notations deemed relevant.
This seems as if it would be extremely labor intensive to effectively maintain all of this data, however it is not. With the PMS hosted in the cloud and fully integrated with all other hotel systems, much of this information is automated and shared in real time. Only a few brief manually entered data points are necessary on occasion. Hotel staff have access to the guest’s entire history with that individual hotel property and, if part of a chain, the brand. Each time the guest checks in, the hotel gains opportunities to build a greater degree of personalized experience for them. The key is for hoteliers to act on those opportunities.
In part two of this series we will explore more tools available for hoteliers to provide a personalized stay for their guests.
Be a Property Management Superstar
The Above Property Property Management module recognizes the multiple roles today’s front desk personnel are required to perform. Our familiar User Interface leverages Above Property’s vast library of open APIs to deliver real-time information in a clear and efficient design. The Property Management module is a cloud-based HTML5 web application that includes offline capabilities through a small on-property appliance. Operating in a fully distributed cloud environment, the Above Property Property Management module can integrate with existing systems as well as take advantage of the full suite of complementary modules within the Above Property Travel Platform.
PMS KEY FEATURES
• Intuitive control of your property
• Leverage cloud technology
• Front Desk, Housekeeping, Maintenance
• Extensive Group functionality
• Contextually edit Folio capabilities
• Reporting and Analytics available in real time
• Architected for integration with all reservation systems