Reports from CBRE Hotels’ Americas Research and PwC have forecasted modest but continued growth for the hotel industry for 2018. Average Daily Revenue (ADR) growth is predicted to land at over 2 percent for the year. To earn their share, it’s imperative for hoteliers to stand out among the competition.
Price, of course, is one way to compete. But service is what guests most remember – and they’re willing to pay for it. Meanwhile, technology has conditioned travelers to expect seamless, on-demand access to hotel services. That’s led many players in the hospitality business to make the move to the cloud. Already, more than 50 percent of the industry have migrated their major systems, including those for central reservations and property management, according to the 2018 Lodging Technology Study.
What’s the attraction? Cloud deployment enables companies to offer a next-generation guest experience that not only earns rave reviews, but creates operational efficiencies that save money and increase ADR.
How cloud deployment helped one global hotelier excel
WorldHotels operates 450 properties across 65 countries. After splitting from its sister company, IHS, WorldHotels needed a communications system that would seamlessly integrate existing phone numbers while addressing several challenges throughout their properties. In addition, the company wanted around-the-clock access to staff for a global team. The solution had to be mobile and flexible, while reducing the amount of physical space required for hardware.
The solution was a cloud deployment with a mobile application. The results speak for themselves:
Cost savings: Reduced connection and maintenance costs. Phone costs in Frankfurt alone were reduced by two-thirds.
Space saving: Since there’s no need for physical hardware, the hotel chain opened up space at every location.
Global support: Staff can easily connect with each other at any time and across all locations.
Flexibility: The cloud solution is easily scaled up or down, and all employees are able to access the system’s features from their mobile device.
Make a good first (and last) impression
Because today’s guests use their personal devices constantly, they’re just one click away from rating your establishment. These reviews matter. Cornell University recently found that for every one star a hotel is able to gain in its reviews, it can raise rates by over 10 percent and still maintain its occupancy. In addition to delivering other benefits, a cloud deployment helps earn better reviews.
Improved guest experience: Guests remember everything about their stay, from start to finish. A cloud deployment provides access to hotel services from personal devices, enabling guests to access traditional amenities in new and innovative ways. Instant access to guest details helps staff provide better service: They can address guests by name and create a higher level of service that makes their hotel stand out.
Operational efficiencies: An easy-to-use cloud system requires little training. Staff is up and running quickly, spending time where they should be – keeping guests happy.
Increased ADR: Happier guests leave better reviews, which in turn increases ADR as occupancy rises and charge more per nightly stay rise.
Adaptability: While technology (and guest expectations) are always changing, a cloud deployment enables your hotel to adapt. Easily integrate with the latest applications and business communications tools, such as Hotelogix and Cloudbeds.
The technology you need to earn that extra star
CIOs and IT managers need to know what technology to look for when it comes to the right cloud solution. A vendor with a solid track record in hospitality has a better understanding of what’s required to meet the unique demands of the industry.
Mobile phone integration so guests can connect their devices to their room over Wi-Fi, making guests truly mobile throughout the property.
A loyalty application that delivers real-time content to guests and helps increase revenue-generating services and activities.
Guest request management that automates and tracks each guest’s needs while facilitating requests and maintenance to improve services. Integration with wireless handsets and mobile devices improves operational efficiencies.
A unified messaging application that includes such features as multilevel auto attendant so guests needs are always satisfied.
A hospitality application suite that centralizes software in the cloud. Hotels can provide applications across all properties without the cost of deploying to each site.
Those who want to stand out in the hospitality industry while increasing occupancy and room rates must leverage cloud communications. Create a stellar guest experience that encourages positive reviews. Make it simple for staff to respond quickly to guest requests from any location. Keep costs down with a solution that reduces IT and maintenance costs. A cloud deployment delivers all of this and brings hotels closer to lighting up the “no vacancy” sign.