Prior to COVID-19, human touch was a key factor for a pleasant hotel guest experience. Face-to-face interactions with hotel staff weren’t something to fear but worth looking forward to, especially in terms of concierge services. They were necessary in order to exceed the expectations of the guests and inspire loyalty in them.
In the post-COVID world, people still expect human interaction in hotels, but contactless services have come to the fore. From check-in and check-out to payment and many other benefits, contactless technology helps minimize interaction and reduce/eliminate physical touch points.
Hotel operators should implement the latest hotel software technology to increase customer loyalty, increase bookings, and generate more revenue in the post-COVID world.
Before exploring how hotel management software and other technologies can help them transform operations, let us first understand what hotel guests expect from the post-COVID hospitality industry.
What are the Expectations of the New Hotel Guest Experience?
These days, health and safety concerns are the top priority. Hotel guests expect to strengthen hygiene procedures, which means frequent sanitizing high-touch surfaces throughout the day and providing usable hand sanitizing stations. Some guests do not want room service staff to clean the room during their stay but provide services on request.
Other expectations are mobile check-in and check-out, as well as various other automated services that they can access through their mobile phone, such as ordering room service, reserving a restaurant table, or booking tickets for events.
Hotel guests also look forward to flexible arrangements and cancellation policies. These are essential to increase confidence and maintain customer loyalty. If people know that they will not lose money if they cancel their trip due to potential travel restrictions, they will be more confident in making a booking.
How does Technology ensure the Safety of Guests during the Pandemic?
Technology currently plays a vital role in the hotel industry because it can ensure the safety of hotel guests and employees during the pandemic.
An example is a keyless entry system, replaced by a mobile room key. This is what most hotel guests expect under the new standard, as they do not have to touch the doorknobs, which are some of the most frequently touched surfaces.
Various hotel software technologies enable guests to access and pay for all convenient facilities and additional services through mobile devices. Moreover, they can request any service without having to face-to-face with hotel staff, thereby maintaining social distancing.
Technology gives hoteliers the opportunity to provide pre-made meals that guests can check out on their website. They can make the purchase at the time of booking so that the staff can bring their order to the room and store it safely in the minibar before they arrive.
Non-contact temperature measurement kiosks and thermal imaging cameras have also become very important in hotels. The former helps to screen guests upon arrival, while the latter helps to monitor their body temperature during their stay without having to recheck the body temperature manually.
How Technology can help Hotels Operate with Less Staff
Since hotels can use technology to minimize face-to-face interactions, it is apparent that they can manage various operations with fewer employees. They can use hotel management software to automate a large number of repetitive tasks, thereby freeing up a lot of time for employees.
Although some hoteliers choose to reduce their employees due to technology, others see it as an opportunity to unlock more revenue.
Embracing technology does not necessarily require fewer employees. In fact, it opens the door to new job opportunities. It makes employees more productive and efficient, so there is more room for hiring and thus more revenue.
In addition, it frees up space for improving the skills of hotel staff, which also helps increase hotel revenue. Multi-skilled hotel staff can help the hotel stay competitive and provide a great guest experience.
With time-saving technology, employees can also have more time to personalize their services and ensure that everyone can check in smoothly and enjoy a pleasant hotel stay.
Role of Non-Contact Check-In/Checkout & QR Menus in Hotel Operations
The hotel’s non-contact check-in and check-out services have become the industry norm in the post-COVID recovery world. They eliminate the need to interact with front desk staff, thereby improving the health and safety of hotel guests and employees.
Many hotels have installed self-service check-in and check-out kiosks, but using hotel management software can simplify these services even more. It enables guests to check-in, check out and pay for their accommodation via mobile phones without downloading any apps.
The same is true for the QR menu. Physical menus are gradually becoming a thing of the past because they are one of the most touched surfaces in hotels. Instead, guests can now scan the QR code with their smartphones to view all the food and beverage offers.
The QR menu allows seamless menu alterations without the need to print new menus, thereby saving costs.
How Aatithya PMS helps Hoteliers reshape their Operations
Aatithya PMS is a user-friendly hotel management software solution that can help you provide the highest level of service with minimal infrastructure and running costs.
With Aatithya PMS in your corner, you can provide guests with mobile check-in and check-out services, enabling them to view your QR menu on their smartphones and seamlessly manage their accommodation.
You can establish real-time communication with guests, employees, and travel agencies, manage reservations, record guest history, send personalized recommendations, manage payments, collect feedback, and more. You can optimize all hotel operations, become more efficient and increase your revenue.
Book an online demo now and learn about the hotel operations of our affordable integrated hotel management software.
