Advancing Hospitality Technology Keeps Staff Focused on Customers

By: Esther Shein| - Leave a comment

Because the hospitality industry is fueled by providing positive customer experiences, it’s crucial that all technology is kept up to date and properly managed. Hospitality technology is needed to run all hotel management company systems, including back office, guest and meeting rooms and property. But according to Hotel Technology’s report “The Frictionless Future of Hotels,” 24 percent of hotels are frustrated by the effort required to integrate systems. This challenge is hindering both their return on investment and their ability to quickly deploy technology projects.

In a climate of rising consumer demands and global economic turmoil, smart travel leaders accept the increasing pace of disruption and actively respond to change, observes Deloitte’s 2017 travel and hospitality industry outlook. Technologies like faster processing power, cloud computing and the Internet of Things will merge to push the mobile channel to the next level, the report notes. This advancement will remove existing pain points from travel and improve the overall customer experience.

Enhancing Support Services to Manage Hospitality Technology

To ensure hospitality technology functions seamlessly, businesses need highly skilled support staff to manage infrastructure and guarantee the right levels of power and storage for uptime and availability. Guests no longer consider Wi-Fi a perk. Rather, they expect quality internet without too many interruptions. Consequently, hotels are increasing their coverage and updating their networks to accommodate demand. According to a Hospitality Technology survey, ensuring additional bandwidth was a top priority for 45 percent of hotels in 2016.

High-density Wi-Fi is a must-have for conferences and meetings. Hotels should also be able to efficiently offer access to audiovisual and digital facilities. To up their game, hoteliers can also create more intelligent buildings with converged local area networks, notes global management consultancy Aurecon.

Today’s market opens hotels up to greater scrutiny than ever before: If they don’t provide a positive experience, customers will take to social media. Consumers have more power than ever before to share their experiences, rate services and post reviews. To face this challenge, hoteliers can employ IT support services to manage big-data systems that analyze information from online reviews to outline customer preferences alongside a hotel’s strengths and weaknesses.

Cloud Systems Simplify Systems

The cloud is playing an increasingly important role in simplifying management and support. In a report titled “Gaining Competitive Edge: A Strategic Guide to Hotel Systems,” Hospital Technology notes that by 2018, over half of hoteliers will be running the following systems in the cloud: revenue management, property management, customer relationship management, central reservations, sales and catering. Cloud platforms offer a more simplified integration process, the study states.

Outsourced concierge services are another area where IT support can enhance the customer experience. Request management technology can connect service providers with in-house staff and operations, notes Hospitality Net. The technology provides better communication and valuable guest data that can be stored with the guest’s profile to enhance their stay.

The importance of hospitality technology will only continue to grow. Deloitte predicts 2017 will be the year travel companies think beyond the devices, applications and capabilities, instead focusing focus on the customer experience they want to deliver and the role IT support services can provide in making that happen efficiently and effectively.

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About The Author

Esther Shein

Freelance Writer

Esther Shein is a freelance writer and editor specializing in technology, business and education. Her work has appeared in several online and print publications, including Inc., Computerworld, NetworkComputing, InformationWeek, BYTE, CIO, CMO.com and The Boston Globe. She has written thought leadership whitepapers, customer case studies and marketing materials in addition to news and feature articles. Prior to going freelance she was the editor-in-chief of Datamation, an online enterprise technology magazine. She was also a senior writer at eWeek (formerly PC Week) and worked at The Associated Press.

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