How New Media Adds New Values to Hotel Management Software
Local Hotel Management Systems (HMS) are used for reservation, availability and occupancy management, check-in/out, folios, guest profiles, and report generation. The interface to a Central Reservation System is an additional option to transfer availability, reservation, and guest profile information for example. Additionally, various interfaces are available to create further links to internal and external systems such as room key systems, restaurant and banquet cash registers, minibar, telephone, and call centers.
A Hotel Management System (HMS) can help hospitality business managers oversee daily tasks, such as booking guest reservations, more efficiently. My friends at Software Advice surveyed HMS users from all types of establishments—from big hotel chains to independent bed-and-breakfasts—to learn which software features are used most, the top benefits and challenges of an HMS, and what devices are used to access these systems. This report will help inform the decisions of other buyers in the market for a new HMS.
Booming Hotel Industry brings on Innovation
Business is booming for the U.S. hotel industry. Currently, amid a projected four-year growth period, the industry’s most recently calculated revenues are the highest ever recorded, at $163 billion in 2013—nearly on par with Apple’s $171 billion in revenue for the same year.
New hotel management solutions are emerging in the market to help facilitate this growth. These include cloud-based solutions, which can help smaller hotels manage operations without the expensive upfront costs typical of traditional, on-premise solutions.
The Hotel industry is influenced by the sharing economy as a driver for innovation.
For the first time since online booking of travel became mainstream, Hotels are being rewired and rethought from top to bottom, and every obvious part of hospitality is being turned over, questioned, and retooled.
As consumers have become self-served and mobile-dependent, new models and approaches to both customer relations and local discovery are emerging, and hospitality is the big arena where all of this is playing out.
Let look at some of the Key Findings from the report:
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- The most used applications correspond with respondents’ most common daily duties: reservation management (23 percent), point-of-sale (15 percent), and guest relationship management (13 percent).
- Housekeeping management is used more often on mobile devices (16 percent) than on desktops (13 percent)—likely because many housekeepers carry tablets while cleaning rooms.
- While the traditional check-in process remains most common, mobile access is increasing: The majority of users (82 percent) access their HMS from a desktop or laptop, while 18 percent use a tablet or smartphone.
- Respondents say the top benefits of their HMS are the ability to check-in guests more quickly (20 percent) and using organized data to offer guests more personalized service (19 percent).
- Thirty-eight percent plan to increase their software investment for 2015 and 55 percent will maintain the same investment. Among those with a specific investment purpose, 70 percent will invest in software upgrades.
Hotel management systems offer a wide range of functionality. This can include anything from basic applications for managing reservations to complex reporting capabilities and connections to the Global Distribution System (GDS), which pushes room rate and inventory information to online travel agencies and booking websites.
As we see Hotel’s primary focus is on getting bookings.
New Media Hotel Management Software
Many Hotels has today introduced pilot projects where the Housekeeping Department is utilizing tablets for the various room service options. And this is giving the Housekeeping Department more flexibility and mobility. This is very important on days where there is a high volume of guest turnovers.
When asked how they access their HMS, the majority of users (57 percent) say they do so from a desktop computer while another one-quarter use a laptop.
Now, these numbers are expected to change dramatically in the new few years. Hotels will go mobile, and guests we start to experience a new welcoming area.
Benefits of new Hospitality Management Systems
The check-in and check-out process will become more efficient and streamlined. New Media Customer is more accustomed to getting their bill sent via mobile, email, SMS, etc.
The essential process of checking guests in and out can be expedited or even fully automated by an HMS. Guests are often busy and tired from traveling; using software to help get them to the comfort of their room more quickly can improve their experience.
A previous Software Advice report found that 63 percent of consumers are more likely to choose a hotel with a tech-enabled lobby, which could include devices such as lobby touchscreens and self-service check-in kiosks, over one without. Another 60 percent are more likely to choose a hotel that allows them to check-in with a smartphone.
Based on these findings, potential HMS buyers should consider evaluating software that offers the following:
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- Intuitive reservation management functionality.
- Housekeeping management applications that are accessible from a tablet.
- Adaptable POS functions for retail and food and beverage use.
- Guest relationship management applications that help increase personalization.
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As guest behavior and pattern continues to evolve, expectations will continue to rise. Navigating these changes can be challenging. Learn more about how we can help your Hotel.
Credits
Software Advice – help people find the right software for their organization. Having researched over 1000 systems they can identify the best solution for each buyer.
About the author
Are Morch is the founder and owner of Are Morch – Hotel Marketing Coach. Get more from Are on Facebook | Twitter | LinkedIn | Pinterest | Instagram| Podcast
