Customer satisfaction is the cornerstone of the hospitality sector. In order to fully grasp the significance of customer service in the hospitality sector, it is necessary to examine the sector more closely. The hospitality sector encompasses any companies whose operations depend heavily on interactions with customers, therefore it goes beyond traditional dining establishments like bars, restaurants, and hotels but it also include theme parks, tourist hotspots, and resorts. When these providers do not place a high priority on customer service, they only draw in a small clientele, and their sales suffer as a result.
According to a report in The Economist, about 80% of hotel guests want new technologies. It is asserted that using a SaaS model for essential company apps will guarantee that visitors enjoy better customization.
Customer service impacts purchase decisions upto 70%:
There are several variables that will determine whether a customer will be interested in your services or not. Among these elements, the hospitality products and services have the biggest bearing. Customer service has an impact on 70% of all purchase decisions, according to a McKinsey study. To increase staff and other employees’ productivity so they can deliver results that matter to customers, hotels use a variety of technologies. Therefore, cloud-based hotel management software and SaaS solutions are particularly successful because they provide excellent flexibility and agility and greatly improve business process efficiency.
By utilizing a SaaS solution, the hospitality industry will be able to provide top-notch services at the lowest feasible cost while guaranteeing an exceptional customer experience. Every business is adopting SaaS at an exponential rate, and by 2026, spending on cloud infrastructure and hardware will total $55 billion.
The sector has reached a stage where operators are beginning to understand the advantages of moving from in-house business software to cloud based systems. Hospitality technology has long been out of date and expensive, but with the advent of hospitality newer SaaS solutions, this approach is becoming more and more popular. The hospitality sector is dynamic and depends on a wide range of systems and functions already.
SaaS is a simple way to connect the systems and has significant benefits. It will not only increase productivity, scalability, efficiency, and customer service, but it is also less expensive than traditional on-premise technology, eliminating the need for hospitality companies to maintain a large number of proprietary back-end IT systems.
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Cloud-based SaaS Software Benefits the Hospitality industry in several ways:
1. Affordability:
The lowered cost is the main advantage of employing cloud-based software in the hotel sector. In terms of servers, networks, data backups, storage capacity, etc., hotels can cut costs on their IT infrastructure. By eliminating the need to purchase, develop, and maintain software, SaaS offers a cost-effective alternative for enterprises in the hospitality sector. These companies can instead connect to and purchase software services offered over the Internet via a shared infrastructure.
The needs of the organizations, particularly their use of new technologies, determine the pricing and delivery of the SaaS model. As a result, license fees are eliminated, and a more affordable ecology is produced.
2. Task management:
The daily operations of hotels, such as front desk and reservation administration as well as housekeeping duties, can be managed via task management SaaS software.
3. Online reservation and bookings:
It is simple to make reservations using a single interface using SaaS applications, including group bookings. Additionally, it enables clients to make online reservations with immediate email confirmation. It helps the clients to make bookings as per their preferences and they can get a clear idea of what they will get as a service at the desired hotel or resort. So, the booking system will also be smooth for the client which will improve customer experience and they can make bookings quickly.
Additionally, it can make it easier for travel agencies to find out if a trip is available without having to contact the destination provider. Such a SaaS business plan involves a global distribution network that would speed up booking procedures without forcing hotels to divulge private information. Additionally, by assisting booking agents in efficiently booking a tourist’s entire experience, these SaaS initiatives open the door for increased passenger attraction and higher profitability.
4. Front office duties and management of house keeping:
Employees are able to manage their front desk responsibilities with ease thanks to a front office and housekeeping SaaS solution. Additionally, it has the capacity to monitor and address janitorial concerns, as well as to guarantee effectiveness and client delight. The cleanliness will be maintained and at all times guests get a prompt service that they are seeking at the hotel or the resort.
5. Emergency Recovery:
It is also called the disaster recovery and with the best SaaS software and solutions, the data is kept in the Cloud, which is further kept using a high level of security protocols. The data is kept secure on the cloud in the event of any catastrophe. All of your stored data is kept in a backup by the cloud provider.
6. Easily accessible:
Any device, including smartphones, with an internet connection can instantly access crucial company information. This makes it easier to work while off the premises. So, in case you have to make any changes related to customer preferences you can do it and the staff will be notified so immediate action can be taken.
7. Scalability:
Software as a service (SaaS) vendors give hoteliers flexibility and control over hotel operations. It becomes possible to streamline some repetitive duties performed by managers and other service providers and automate some fundamental business processes. The integration of fingerprint technology into the guest experience is an illustration of how SaaS platforms are altering the future of hospitality. Customers no longer need to use cash or credit cards to make purchases or travel around the facility safely.
Hotel Owners enjoy using SaaS based Solutions:
Hotel owners enjoy using cloud-based hotel management software because it allows them to manage personnel, track and automate daily chores for hotels, and accept requests from guests all in one location. Cost effectiveness and simple maintenance are the two main advantages that cloud-based SaaS software offers the hotel business.
The hotel industry may grow quickly by implementing cloud technologies. Software as a service or SaaS results in cost savings, flexibility, scalability, and a better visitor experience apart from enhancing the customer experience where the customers will be able to make bookings, check-in and checkout smoothly.
So, at the end the customer will experience a better stay. Moreover, the hotel owners will be able to manage every activity at the hotel quite efficiently and each activity of staff can be monitored precisely so customers do not have to compromise on customer service at any step.
SaaS solutions can enhance guest experiences:
Lets look at some of the hotel systems that are vital when it comes to migrating to the cloud and are delivered via SaaS.
1. Project Management System:
A cloud based PMS offers so many advantages to hotels as the comprehensive management system without any huge infrastructural investments. There is no need to install and configure the software so there is no need to maintain any additional equipment. The front desk management is simplified which makes it easy for the hotel staff to manage all the operations using the hotel PMS as employees are no longer tied down to the workplace and are able to control the workflow from wherever they want.
A cloud based PMS is useful for hoteliers as it helps to manage guest communication and have the ability to offer great personalization through customized upselling, upgrades and promotion of ancillary services. The PMS system can also help your hotel channel manager which means the system can be distributed to all the available rooms across the channels and inventory and is updated across all the sites whenever a booking is made from the site and there is no manual work that is involved. So, errors will be reduced and there are revenue opportunities which can be maximized.
Basically a cloud based PMS enables automation in all the businesses process which includes room sales as well. A cloud solution can help the users at different access levels and you can also manage finances, access the reports, monitor the employee productivity and much more using any device at any time. It helps the hotels to attract, manage and convert guests across the globe.
2. Revenue Management:
Ten years ago, large hotels with a high average daily rate were the only ones that could afford revenue management systems, but today, any size hotel can use the same technology thanks to cloud-based RMS. Hoteliers can gain from automation, predictive data analytics, and an effective overall revenue management strategy with the installation of a cloud RMS solution.
Cloud-based RMS solutions take into account the revenue streams’ relationships with one another and provide an all-encompassing revenue management approach. Hotels have numerous revenue streams, and the team members in each stream work in separate silos. With the aid of automation, hoteliers can have access to useful data, improve their revenue analysis, and make better decisions. They are able to create dynamic pricing and sell more rooms each day at the best price, increasing occupancy and income.
Without the aid of an automated revenue management system, revenue managers frequently find themselves relegated to manual data entry procedures with a higher risk of human mistake, meetings that are more focused on basic logistics than on strategy, and a dependence on restricted data insights for pricing and strategy decisions.
With the use of a predictive analytics platform, hotel management can estimate demand, identify consumer trends, and boost revenue in addition to improving revenue performance and forecasting, helping revenue managers all around world to book the right guest at the right time at the right rate.
Hoteliers build a flexible technology environment that is streamlined, has the ability to easily integrate and share data seamlessly across systems, is adaptable, and is more affordable by moving crucial business systems to the cloud. By maximizing productivity and revenue prospects while also enhancing guest experience, it makes sure that hoteliers are ready for the next wave of IT developments.
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SaaS solutions that improve guest experience from bookings, check-in, check out and more:
Time is money in the hospitality sector and for every business, delivering excellent customer service is like winning half the war. Restaurants must do much more to enhance the guest experience in a cutthroat industry.
Employees in the hospitality sector often have a lot of work to perform, are expected to work extremely long hours, and are always on the go. The management must concurrently worry about lowering employee turnover, growing the number of reservations, and maintaining high levels of customer satisfaction. Consequently, managing so many tasks at once might be difficult.
Today’s SaaS cloud-based technologies are becoming more and more accessible, and in this article, we’ll look at some tools that can help you manage your hospitality business more efficiently.
1. Stahler:
While this can be challenging on busy evenings when your crew is fully booked, customers today demand instant-service more than ever. Because of this, Stahler provides a cashless, card-free method of payment for customers. Using just their finger, guests can pay without having to wait for a waitress to process their payment.
Furthermore, eateries may quickly confirm the identity and age of their customers using VeinID biometrics. This lowers the risk to your establishment and spares you from having to spend the entire night checking IDs.
2. Smart Nightlife Company:
In 2017, Smart Nightlife Company was a finalist for the Tech Innovations Awards. To simplify front-of-house operations and boost employee efficiency, they provide an all-in-one solution.
A CRM, customer analytics, and inventory reports are all part of the back office technology they provide. Visitors can use their mobile device to place food orders and settle their bill at their interactive table. Additionally, restaurants can advertise and pre-sell events, bottle service, and menu ordering thanks to the mobile wallet.
The best part is that all systems synchronize perfectly with one another, making it easier for your hotel to run.
3. Cloudbeds:
Hotels can easily generate more online bookings thanks to Cloudbeds. It is a complete hotel management system that links your establishment to a huge number of websites, including Expedia and Airbnb.
The drag-and-drop user interface of the software makes checking in for guests simple. Additionally, the app integrates with your Facebook page and website.
Ezee and AWS are helping hospital industry to streamline their business processes
In order to provide a complete suite of end-to-end cloud-based hospitality management technology, eZee Technosys, a Yanolja Cloud subsidiary that provides hotel management solutions, uses AWS services.
The development cycle for eZee has been greatly shortened thanks to AWS, and the company is rapidly expanding up. In order to give visitors a wonderful experience, eZee is also assisting its customers in staying up to date with the shifting traveller tastes.
Key Benefits:
1. Improved or enhanced customer journey:
What was a priority for a traveller last year may no longer be so now, as their preferences are always changing. You need to put something in place that can guarantee an exceptional visitor experience in order to meet the changing travel expectations.
From contactless mobile applications to property management systems, eZee offers a flexible and dependable suite of solutions that can be linked to simplify the guest experience from pre-booking to re-booking.
2. Bookings and prebookings:
The guest trip begins even before the guest makes a reservation, whether they are using a website’s virtual tour to look at the rooms and comprehend the amenities, comparing rates on various online distribution channels, or simply browsing all the buzz on social media.
A fantastic way to improve the pre-booking and booking stages of the guest experience is to use eZee’s channel management system. For passengers to access while looking up and making reservations for lodging, it distributes accessible inventory and pricing via numerous internet distribution channels.
Last but not least, eZee’s reservation engine connects with the PMS to provide hotel customers with a superior reservation experience. They can access exclusive deals and discount codes, make payments online, and make reservations for groups.
3. Check in and Stay:
When customers are physically inside the hotel, they have the majority of their experiences. As a result, hotels must offer quick services to visitors upon arrival and do away with check-in delays.
With the use of eZee’s PMS, hotel staff can monitor and control the condition of their rooms as well as their cleaning duties, ensuring that the rooms are ready for use as soon as the visitors arrive. The front desk employees may check visitors in swiftly and effortlessly thanks to the simple interface of eZee’s PMS, which offers both a stay-view and a room-view. Additionally, eZee’s PMS can preserve guest profile information to better serve repeat visitors.
The guest portal provided by eZee is an additional function that expedites the check-in procedure. Visitors can choose their room and check in without standing in line at the front desk by using this mobile app, which allows them to have a contactless experience.
4. Check out and post stay:
The check-out phase of the visitor experience is critical for hotels to master. As the final and most recent stage, this is the one that the visitor will remember. A hotel is more likely to receive bad reviews if it fails to offer a smooth check-out, especially when customers have a tight schedule.
During the check-in procedure, don’t forget how effective eZee’s guest portal was. In fact, the checkout procedure follows the same rules. With this contactless option, visitors can check-out directly from their smartphones, skipping the line at the front desk. So, once the customers checks out the system will automatically generate gratitude and thank you form along with the feedback form which will help the hotel further to improve the services
Conclusion:
Today, hoteliers have a fantastic chance to enhance and optimise their offerings. You just need to integrate specialised software into the hotel operation, which won’t take long. Enhancing the guest journey using the best hospitality SaaS solutions can be quite satisfying because you will not just improve on customer service but it will also increase sales and build revenue. In general, SaaS solutions keep the hotel sector moving toward becoming more data-driven and responsive. Because SaaS solutions are being adopted more widely, future processes, operations, and sales will be improved.