Hospitality businesses face evolving customer expectations and operational challenges. (UK Hospitality Technology Report; Cornell Hotel Administration Quarterly)
Here’s how one UK hotel group transformed their approach:
𝗧𝗵𝗲 𝗖𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲: A regional hotel chain with 8 properties struggled with rising costs, inconsistent guest experiences, and difficulty competing with larger chains’ technology offerings.
𝗧𝗵𝗲 𝗔𝘀𝘀𝗲𝘀𝘀𝗺𝗲𝗻𝘁: Analysis revealed:
– Disconnected systems requiring multiple data entries
– No unified view of guest preferences across properties
– Limited mobile capabilities for guests
– High staff turnover and training challenges
𝗧𝗵𝗲 𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻: Instead of a costly full systems replacement, they:
– Implemented a cloud-based PMS with open APIs to integrate existing systems
– Developed a unified guest profile database across all properties
– Created a mobile app for check-in, room access, and service requests
– Deployed digital training modules for staff onboarding
𝗧𝗵𝗲 𝗥𝗲𝘀𝘂𝗹𝘁𝘀:
– £2M additional revenue through improved upselling and occupancy
– Direct bookings increased by 34%, reducing OTA commission costs
– Guest satisfaction scores improved by 28%
– Staff training time reduced by 60% with improved retention
𝗤𝘂𝗶𝗰𝗸 𝗪𝗶𝗻 𝗧𝗶𝗽: Focus first on your booking experience. A streamlined, mobile-optimized booking process typically increases direct bookings by 15-20%. Solutions like Bookassist and Profitroom offer quick implementation without replacing your core systems.
What guest experience challenges is your hospitality business facing? Comment below for some practical technology solutions.
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