At present, online presence and impeccable customer service are the two key options needed for successful business development in the hospitality industry.
And, though the first one is now considered to be a common practice every hotel implements to their development strategies, only few of them invest in guest experience improvement.
With the right software implemented, the hotel units can greatly automate daily operations and administrative tasks to enhance customer satisfaction, and boost client loyalty as well.
The hotel’s functioning requires the active cooperation of multiple departments, with each step being tracked and verified. Before the computer systems implementation, this was traditionally done manually with tons of paperwork and time-consuming managing tasks.
Now, most of the hotel management workflow in hospitality tends to be optimized. That is why one of the must-have software to utilize is the property management system (PMS).
What Is Hotel Property Management Software?
In the hospitality industry, a property management system refers to the software that enhances the hotel’s daily management workflow and specific administrative tasks.
In other words, this system is used for organizing, scheduling, and automating the specific tasks of the hotel management process to simplify the hotel operating system and increase the overall performance.
The first hotel PMS systems appeared in the 1970s and have developed into a prospective industry with a market size valued at over 2.9 billion USD in 2020. These numbers are also expected to expand at a compound annual growth rate (CAGR) of 4.8% from 2021 to 2028.
Why is it so important? The basic purpose of hotel PMS is to manage numerous properties within one software, employing the centralized yet automated tracking system that increases business efficiency.
Hotel property management software is exceptionally important for the hospitality industry, which integrates the functioning of different departments and various services to provide a high-quality guest experience.
Basic Features of the Hotel Property Management System
Going deeper into the main functions presented in a hotel PMS software, the modern systems feature multiple management options for different departments, including accounting, audit, maintenance, front desk, security, etc. The common features of the PMS system for hotels usually include the following:
Marketing and Sales: client files, guest histories, travel agents, direct mails, etc.
Accounting: balance sheets, accounts payable and accounts receivable profit-and-loss statements, payrolls and others.
HR Management: personal files, time and attendance, working schedule, etc.
These options presented are only one of the few basic features that should be included in the hotel property management system, they can be also modified and improved to provide better hotel management performance.
One of the core ideas of implementing the hotel PMS software is to create the feature-rich environment needed to assist the clients and deliver better guest service. Without having a unified system, any of the core departments such as housekeeping, front desk or accounting would take much more training and many labor hours.
That is why getting the hotel property management system is an effective yet efficient solution for the hospitality industry to enhance their workflow and increase the KPI as well.
Create high-end software solutions for your company with Intellectsoft
However, the enhanced workflow is not the only reason why the hospitality industry should include the hotel PMS implementation in its development strategy. The other critical benefits this type of software can bring to the business are:
Ensure time-efficient task management, that can cover the performance of nearly every hotel department.
Increase the staff productivity and improve the communication between different units.
Develop trustworthy relationships with your clients that will result in an increased level of retention and customer loyalty (for example, with the automated check-ins and check-outs).
Enhance the online presence by implementing the online booking systems, chatbots, and an official site to your hotel CMS.
Create an efficient revenue management system, where it’s more clear to analyze the profit-and-loss, track the balance sheet, and the other features to enhance the income and optimize the cost management.
Manage different distribution channels to easily and effectively promote your hospitality business across partnerships, affiliate programs, and third-party booking services to boost the number of your reservations and increase brand awareness across the Internet.
Boost the overall number of bookings in different seasons by enhancing the potential of your business via smart reporting, deep analysis, and other automated services.
Provide accurate daily reporting for comparing and analyzing the current state of affairs and create the possible improvement strategies that will help to optimize your business performance (for instance, the reporting can be exported to the cloud storages, with the data always accessed and tracked by the team to make the important, profitable data-driven decisions anytime and anywhere).
Minimize the double bookings and specific errors because of the task automation, which results in the enhanced guest experience, optimized staff work, and the correct business data and reporting.
Target the hotel clients and their needs by analyzing their specific preferences and the ordering records to increase the revenue of your business.
Contribute to the business model transformation that can result in the business development and ROI growth, as well as the mindset shift and the workflow transformation.
As you can see from the benefits stated, the importance of the hotel PMS software implementation cannot be underestimated. These benefits will not only improve the existing business model of your hospitality unit but also help your team to build an advanced system of guest service and hotel management.
Create Your Professional Hotel PMS System with Intellectsoft
There are two ways of creating the hotel property management software for your business: by manually creating the system with the guidance of your team of developers or hiring a dedicated team of developers to create a professional, feature-rich hotel system that will fully meet all your business needs and requirements.
The first method tends to be more unstable for use, as you cannot be certain about the final product quality and its stable performance. That is why investing in the individual hotel property management system is a great option for the hospitality units to develop the right software they need for providing better customer service.
Instead, the experienced team of developers can:
Provide deep research of your project;
Conduct profound research of the market and its main players;
Analyze the main requirements and functions your business needs;
Include the other technologies that are widely used in your industry;
Present the professional PMS system with all the essential features for performance automation, etc.
That is why cooperating with a professional team of developers is considered to be the most beneficial option for launching the best hotel property management software for any business.
Summing It Up
Developing professional hotel property management software is a formidable yet essential way of enhancing your business performance in the hospitality industry. The hotel PMS system implementation not only enhances the hotel service performance but also increases the bookings, provides better client targeting, and accurate reporting of your business performance.
With hiring a professional and experienced team of developers, custom software development for travel and hospitality becomes easy as never before. At Intellectsoft, we have years of experience creating innovative solutions for the hospitality industry.
Are you looking for an experienced software development vendor for your next business project? Talk to our experts right now and let us create solutions that would enhance the industry while helping you reach your business goals.
The hospitality industry depends a lot on keeping customers happy, but it’s
getting harder to attract and keep them. The pandemic hit this industry hard, and now market competition is tougher
than ever, with competitive offerings swaying customers. Hospitality businesses are willing to spend big to win
customers back. The main questions for many are: how can we stay ahead of the competition, keep our customers, and
increase revenue? Keep reading—we’ve got some answers.
Customers today have so many options that
getting their attention is a real challenge. It’s not easy to make them choose your business over others. What
worked 10 years ago doesn’t work the same way now. Back then, people often chose businesses based on reputation. But
with new types of businesses (boutique hotels, craft cafes) popping up or big enterprises getting a new strategy,
expectations have changed. The good news is these businesses have shown what works: great customer
service. They focus on personalizing the experience, making things easy for customers, offering loyalty
programs, and using smart technology.
In this article, we’ll explore these tech strategies and show you how
they can help your business grow, and double the revenue. Keep reading to learn more!
The Importance of Customer Satisfaction
in the Hospitality Industry
Customer satisfaction, which equals exceptional customer experience, is the
backbone of the hospitality industry. It plays a central role in driving revenue and loyalty, as satisfied customers
are more likely to return and recommend a hotel, restaurant, or other hospitality business to others. In fact, a
study by the Harvard Business Review found that a 1% increase in customer satisfaction can lead to a 0.5% increase
in revenue. Moreover, loyal customers are more likely to forgive mistakes and continue doing business with a
company, even if they experience a negative encounter.
Let's quickly review the challenges the hospitality
industry is facing right now so we can move on to the solutions and our case studies.
Challenges in Hospitality
As businesses navigate the changes in the
hospitality industry, there are some key areas where a little improvement can go a long way. From improving customer
service to embracing digital transformation and tackling labor shortages, we’ll take a closer look at today’s
biggest challenges—and, more importantly, how technology can step in to help. Let’s get started!
Poor
Customer Service
Even with strong and high-quality business offerings, poor customer service can
drive potential customers and existing customers away. Common issues include:
Long wait times in customer service queues (it is worth remembering that our attention spans 8 seconds, and we
live in a very busy world, so quick and efficient responses are more important than ever.)
Poorly trained customer service representatives
Lack of follow-up
Services not being done properly or quickly
Recall issues that require multiple service calls
These problems can frustrate customers. But, at Intellectsoft, we believe that the right approach, combined with
technology, can address them effectively.
Digital Transformation Gaps
Approximately 50% of hotels are adopting new technologies, with 43% automating repetitive tasks and 39%
upgrading existing systems. Source: workstaff.app
While many businesses are adopting digital solutions, some
still struggle with outdated systems and fragmented data. Legacy companies often face chaos when trying to manage
their data and create new systems or add features.
Some of the recent examples include clients coming to us to
create AI solutions for their services
while their data simply was not ready for the advanced tasks. We advise stepping back, communicating with a company
objective, and working on keeping the data clean (centralized, structured, and segmented).
When
we’re asked to create advanced systems using AI, we always emphasize the importance of organized data. To train AI
and build such complicated systems that truly work, you need to start from the very beginning—collecting, storing,
centralizing, and organizing it. We encourage our clients to align all departments to work internally on the data so
we can create a unified digital system that delivers personalized experiences.
If you’re unsure where to start
with your data, we can help. Collecting feedback at various touchpoints along the customer journey is crucial for
gaining insights into customer satisfaction and loyalty. Book an IT consultation with us, and our experts will guide
you in mapping out a path to get more from your data and build a system that works for your business and team.
Reskilling Staff
The pandemic hit hard in early 2020, especially for the hospitality and
travel industries. Even five years later, many businesses are still feeling the impact. Recruiting and
retaining skilled staff has become a major challenge post-pandemic.
Reskilling to address technology’s impact is of utmost importance, as about 40% of hotel General Managers
place it among their top three workforce challenges.
We strongly believe that adopting the right technology can help. For example, creating an app to train your staff
not only saves time but also ensures consistency in learning. AI assistants can also work alongside your team,
helping with tasks like recruitment (providing industry insights, crafting emails) and staff training. Imagine
having an app dedicated to making your team’s work easier and more efficient!
How Technology
Tackles These Challenges and Supports a Customer-Centric Hospitality Culture
Automation, AI, and similar
technologies may threaten many. However, the debate about replacing humans isn’t about that—it’s about cooperation
and working hand in hand with technology to achieve the highest standards and establish brand-new “golden
standards.” Technology is here to assist staff in listening to and collecting customer insights from data.
Let’s review some of our cases to see examples of how technology helps improve customer experience and supports
customer service.
Examples of Intellectsoft projects
Property management systems
(PMS)
We created a web platform and mobile app that makes managing daily tasks easier and offers
extra services to improve residents’ experience. It gives a clear overview of daily activities and helps with
managing units and users. Residents can easily book amenities, submit service requests, and report incidents. The
platform also includes features for equipment management, key instructions, workflows, and custom permissions. This
makes it easier for staff to stay on top of equipment and ensure residents have all the information they need. Plus,
tools like announcements, quick votes, a forum, and a community calendar help build a connected and engaged
community.
Guest Experience Management App
Our next app helped our client improve their guest experience by replacing printed
marketing materials and the need for phone calls with a smart solution. Now, guests can easily order in-room dining,
make reservations, and interact with staff— through a simple tablet in their room. The solution includes three
parts: a custom in-room tablet with a variety of services, an admin panel for hotel staff and service providers, and
a backend system that connects everything together. This approach makes things easier for guests and staff,
improving both convenience and efficiency.
Existing Customers First: Building Loyalty with
Personalized Touchpoints
Keeping existing customers is not just a strategy; it’s well-known that
retaining existing customers is more cost-effective than acquiring new ones. In fact, research shows that it costs
five times more to acquire a new customer than to retain an existing one. KPMG named customer retention as the
number one revenue driver for the company.
Moreover, a 5% increase in customer retention can
lead to a 25% to 95% increase in profits, showing the significant impact loyal customers can have on a
business’s bottom line. Retention strategies, like personalized experiences and loyalty programs, can foster
long-term relationships and generate recurring revenue, ultimately making them an invaluable part of any business
model.
Personalization: How Technology Can Help?
Everyone loves to feel special—it’s
part of being human. In hospitality, personalization has evolved from being a luxury to an essential standard. With
the right technology to manage your data effectively, you can deliver those “wow” moments that guests won’t
forget.
More than half of hotel chains are already using personalization features on their websites, booking
platforms, and apps, and another 39% are planning to follow suit soon. They’re tailoring experiences to fit guest
preferences perfectly.
Source: Deloitte
How does
technology make it happen?
CRM Systems: They help you keep track of guest preferences, booking history, and special
requests so you can offer services tailored just for them.
Loyalty Programs: Personalized rewards and offers show your guests that you value them, keeping
them coming back for more.
AI Personalization: AI analyzes guest data to predict what they’ll love (from room upgrades to
local recommendations) before they even ask.
IoT Gadgets: Smart room features like voice-activated assistants, or temperature controls
adjust to your guests’ preferences, making their stay more comfortable.
With tech-powered personalization, you’re building loyalty and maximizing the lifetime value of every
customer.
Our Case Study: Smart Hotel Management & Loyalty Program
For one of our
clients, we created a smart room solution, complete with a custom IoT system. Guests can use a mobile app to
control services, explore amenities, and find resort information-- with a special touch to their suite type. For the
client’s entertainment business, we improved their legacy software by running a full IT and code check, fixing
issues, and making the system better for customers.
Along with that, we developed a mobile app for the loyalty
program, allowing businesses to effortlessly reward their customers and keep them engaged with exclusive
benefits.
Our solutions not only helped the client with special experiences for guests; it also improved
operations, cutting costs by eliminating inefficiencies. Here's what our experts shared:
"We
transitioned away from ESB (Enterprise Service
Bus) systems, which previously cost millions, and replaced them with more efficient, self-managed solutions.
Similarly, we’ve implemented Device Farms that improved operations
and saved resources."
Leveraging Software to
Increase Upsell Opportunities
Here are some examples of tech tactics that will help your team sell more and
introduce new offerings to existing customers, improve overall efficiency leaving your team grateful:
Dynamic Pricing Algorithms
For finance and marketing teams, manually calculating pricing by segment to
introduce your clients can be incredibly challenging. AI-powered tools can strongly optimize these strategies by
analyzing your database in detail.
Upselling via Apps
Boosting revenue in the
hospitality business often comes down to personalized experiences. Imagine this: a guest books a room, and then your
app suggests a spa package or a room upgrade at just the right moment. Later, it nudges them to book a dinner
reservation or a guided tour designed to their preferences. With apps offering these personalized recommendations
during and after bookings, you’re not just increasing your revenue per guest but also skyrocketing their experience.
And you do it in a sustainable way, not by speculating, but by offering what your customers desire based on their
previous experiences. It’s a win-win: seamless, helpful, and far from pushy.
Inventory and Resource
Management Software
Making every resource count in your hospitality business is key. Inventory and
resource management software allows you to effortlessly track everything from linens to room availability, ensuring
nothing goes to waste. Having real-time insights to reduce overstock, avoid shortages, and optimize operations
assists sustainably keep everything under control and know what you need to focus more. It helps maximize room
occupancy by aligning bookings with available resources, ensuring every room and item is used effectively. This
approach leads to smarter management, better guest experiences, and a noticeable boost to your bottom line.
Adopting these strategies not only optimizes your operations but also drives business growth. Ready to discover how
technology can elevate your goals? We’re here to create a tailored solution for you.
Steps For Implementing a Customer Service
Technology Solution
Improving customer service in hospitality doesn’t have to be a daunting task. With the
right technology, you can smooth the path of your operations, speed up response times, and elevate the overall guest
experience. Here’s where you can make it happen:
1. Understand Your Needs
Start by
identifying the challenges your business is facing. Are you struggling to manage high volumes of inquiries, track
customer feedback, or personalize the guest experience? Pinpointing your needs will guide you to the best
solutions.
2. Pick the Right Tools
Choose technology that aligns with your goals. Look
for solutions that are scalable, easy to use, and integrate effortlessly with your current systems. Options like CRM
software, live chat tools, or a guest experience app can make a difference.
3. Equip Your
Team
Technology is only as effective as the people using it. Train your staff to make the most of the
new tools, so they can deliver exceptional service and resolve issues quickly. Confident, well-equipped staff
creates happy, loyal customers.
4. Keep Improving
Once implemented, monitor how well
the solution works. Are response times improving? Are customers more satisfied? Regular evaluations will help you
fine-tune your approach and keep things running harmoniously.
Some Tech Ideas for Hospitality
Businesses
CRM Software: Manage customer interactions and preferences.
Guest Experience Apps: Delight guests with personalized experiences right at their fingertips.
Amenity Management Systems: Simplify operations for everything from room service to facility
bookings.
Live Chat Tools: Offer instant support and answers.
Social Media Management Tools: Keep customer interactions engaging and organized.
Integrating these strategies will not only improve your customer service but also deliver unforgettable customer
satisfaction, loyalty, and, ultimately, your bottom line. Ready to take the next step? Book a consultation with our
experts.
Conclusion
To wrap up everything we've discussed, customer satisfaction and
experience are at the heart of hospitality. Retaining customers is more than just keeping them around—building
strong, long-lasting relationships and consistently meeting their evolving needs. By understanding their pain points
and offering personalized solutions, you can inspire loyalty and drive progress. With the right technology and
continuous improvement, your business can stay ahead, let go of what no longer serves you, and keep growing.
At Intellectsoft, with over 17 years of experience in software
development, our expert team is ready to help. We create everything from mobile apps to full-fledged portals and
systems, leveraging the latest technologies like AI, Cloud, and Machine Learning. With deep experience in the
hospitality industry, we’re here to craft personalized solutions that bring your business unforgettable customer
experience and retain your valuable clients.
Ready to double your revenue and level up your customer retention
strategy with personalized technology? Contact our experts, and
we look forward to working hand in hand with you to build or revitalize the perfect app or system for you.
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