Digitization transforming the hotel industry, ensuring improved customer experience

Digitization Can Transform the Hotel Industry

Hotels are focusing on improving the customer experience.Digitization can help achieve this, and outsourced solutions will prove useful in this regard.

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Technology is advancing at a faster pace than ever before and this has changed the way in which the hospitality industry conducts its business. Most of the companies are focusing on improving the customer experience. Digitization plays a very important role in helping to achieve this, and outsourced solutions have proved useful in this regard.

Digital menus, kiosks, digital kitchen are all a part of digitization that gives a new look to hotels and restaurants. The hotel industry thrives on excellent guest service and the industry will triumph only if digital technology can embrace and compliment physical guest experience and not replace it. Large investments are being made in innovative customer-facing technologies, but it is also vital that companies pay more attention to back office digitization as well, and utilize back office outsourcing solutions if needed.

This is essential with regard to streamlining inventory, daily maintenance and operational accounting activities.

For hotels, increasing operational efficiency while optimizing manpower is a major concern. Reducing paperwork via document scanning and digitization is one way to reduce manpower. With this solution hotels need only lesser time for administrative aspects like checking in of a guest, reservations and other tasks.

The back office is the combined force behind every front office and hence digitization of back office is imperative. Studies and surveys show that only 5 percent of organizations today feel that they have mastered digital in such a way as to gain a competitive advantage. For a definite competitive advantage and true digital transformation, the front as well as back office must enjoy equal digital innovations.

This brings us to the major back office processes that can be digitized. ➢

Operational accounting: This is a very important process that must be able to support a very high level of communications analytics. With a good system, hospitality managers will be able to learn and adjust processes as required through constantly updated workflows. The data available through the diverse connected platforms should help managers identify financial patterns and develop insights that can streamline accounting processes. What is most important is to ensure absolute built-in security at each point.

➢

Property management: A reliable and efficient property management system or PMS is a must. Property management is about being able to dynamically share data across the entire organization to ensure optimal real time decision making, maximize revenue, and to provide a unique customer experience. It will make data accessible

and sharable

through open communication. This helps back

office employees to work smoothly to bring about innovative business outcomes.

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➢

Compliance: Hospitality organizations have strict rules to be followed and as the regulatory

landscape

continually

evolves,

organizations

are

increasingly

digitizing risk and compliance to alleviate regulatory burdens and create competitive advantage. Whether automated workflow management, advanced data analytics, or any other process, hoteliers can digitize compliance to reduce costs. It will also help to identify links between risk and business performance.

Other than back office outsourcing, many hotels are considering automation as a solution to increase efficiency and reduce the need for manpower. The accounts department could be automated to reduce the large number of employees hired for processing hundreds of invoices, claims, and bills on a daily basis. These repetitive tasks can very well be done by automation software with minimum error. When repetitive tasks are outsourced or automated, the hotel staff can focus more on enhancing the customers’ experience and ensure more customer satisfaction. Other strategies present day hotels are adopting include mobile check-in that is most convenient for customers.

There is no doubt that hotels will be continuously looking to improve their strategies to maximize revenue while ensuring service levels remain high.

www.managedoutsource.com

(800) 670 2809