Time Management in the Hospitality Industry: Streamlining Operations and Guest Experience


  Time Management in the Hospitality Industry: Streamlining Operations and Guest Experience

When it comes to hospitality and the hotel industry, time is money. In an industry that relies heavily on customer satisfaction, a minute saved here and there can make all the difference. This need for efficiency has resulted in many hotels instituting technology-based automated systems to streamline operations and improve guest experience — without sacrificing one for the other.

For example, at a recent conclave on this topic, Kevin Lee of Hilton Worldwide shared how "Hilton's new mobile app will allow guests to check-in from their smartphones or tablets at home before arrival." In addition "new kiosks are designed with touch screens that automatically connect guests' devices...to transfer them seamlessly" to their rooms upon arrival.

Tapping into the power of technology, "allowing guests to check-in before arriving at the hotel will more than likely result in a better guest experience," said Lee. This means "reduced wait times for guests and faster turnover for hotel staff" while working to make the guest experience more streamlined across the board.

As this trend continues, hotels must often look beyond automation as other ways to improve their guest experience. Take Amaze Hotel for example, which has partnered with Airbnb on a pilot program in Portland that allows guests to book rooms through Airbnb's website and receive the discount. The company then provides private transportation to connect with and pick up their guests at train stations on arrival, saving both time and any potential parking fees.

With all of the technology out there to help systems streamline processes and improve the guest experience, it has never been more important for hotels to focus on the human elements, said Richard Lovett, CEO of Blue Fountain Media.

"Hoteliers must not forget to provide a stellar guest experience," said Lovett. "Focus on personalized attention, impeccable service and the best possible accommodations. To do this requires thinking outside of the box and going beyond automation." Pointing out that hotels must not only make guests feel valued in their stay, but also use technology with marketing analytics to give them a sense that their stay is being monitored from start to finish. "This is how guests will be most satisfied," Lovett added.

As hotels continue to use technology to enhance the guest experience, they must also employ other human-driven methods to achieve the same goals. "Hospitality is a human-first industry," said Lovett. "Hotels have to take into consideration the emotional connection guests feel with their experience in order for it to be truly memorable."

While technology can help make this possible, Lovett added that it's still important that hotels promote engagement and communication with guests. "Use technology to help you engage with your guests, but don't forget how important it is for hoteliers and staff to get to know and understand your guests," he said. "Understanding their needs and how you can make your hotel a place for them to come back is still key."

Michele Rosenthal of IHG's Intercontinental Hotel Group agreed that there were some human elements that cannot be overlooked. "Hotels have to find a way to incorporate the human touch," said Rosenthal. "It's very important that while technology is incorporated into the guest experience, it must not replace employees — who are the ones providing the service."

In order for technology-based systems to truly enhance the guest experience, it takes more than just automation. It requires going above and beyond in other ways as well such as staff education and proper implementation, said Rosenthal.

Looking to the future, Lovett is optimistic about the potential for technology to make an even bigger impact on how hotels are run across the board. "There's no doubt a lot of innovation is still out there when it comes to streamlining processes, saving time and improving guest experience," he said.

"Technology is advancing in this industry every single day," Lovett added. "Hoteliers must take into account every possibility out there if they want their hotels to be successful in the long term. Always be on top of things and be willing to try new tech-based systems and processes that could boost your hotel."

As technology continues to shape the future of this industry, it's important for hoteliers to ensure they're keeping up with any changes that may affect their livelihood or guest experience, said Rosenthal. "Learn about new technology and implement those systems that will ultimately help you improve your operations," she said. "This will help you move forward in a competitive business climate."

At the same time, if you do incorporate any new technology into your properties, make sure that it is properly implemented and doesn't cause any interruptions with service or operations to guests, she added. "If you do come up with a great product or program, make sure to roll it out slowly and make sure it is properly executed," Rosenthal concluded.

In the end, hoteliers must remember that they are in the service business, not the technology business. "Hotels have to understand that they are providing a service to their guests and should focus on providing them with a memorable experience," said Lovett. "Technology can be a great tool in doing this but must not take over from employees."

Because technology can help improve your guest experience and overall business operations, don't forget you are not only in the service business but also relying on technology from beginning to end. "The idea is that the technology you use should not be a detriment to your employees or guests," said Lovett. "This will help you meet your guest needs in the best possible way."

Hotels rely on technology to help streamline their operations and provide a memorable experience for guests, but it must be implemented properly. If you're interested in more information about the many ways technology can improve your guest experience, contact us today.

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Photo Credits: Blue Fountain Media, IHG, Hotel News Daily, Shutterstock.


Technology is an integral part of the hospitality industry. It is because of this that hoteliers need to keep up with any changes in technology that could impact their business. From guest experience from point-of-check-in to point-of-stay, each component can be improved by utilizing technology in the right way.

However, just because technology can help improve your guest experience and operations doesn’t mean you have to stop paying attention to the human element of hospitality. If you’re interested in finding out how HotelNewsClick can help hotels implement technology for your brand, contact us today.

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