Before the crisis we could confidently say that technologies were a thing only for younger generations, in 2020 we have to admit that our whole life now is inextricably connected with smartphone and accessible Internet. The headliners of all charts, Google, Apple, Amazon, Aliexpress, Microsoft are among the most successful corporations, as an example that digital in business is the key to success. We also see a gradual transition to online space among banks, retail, logistics, and the entertainment industry. Even cafes and restaurants are increasingly adapting to current circumstances, moving away from the traditional format to the new one, connected with automation and collaboration with delivery aggregators.
Just a half-year ago, hotel companies around the world had been developing successfully and expecting significant profit — thanks to simplified visa regime in some countries and carefully planned cultural activities in others. New accommodation facilities were opened, the number of rooms was increased, some redesign was made, state-of-the-art equipment was purchased, and expensive staff training was conducted. But hardly anybody thought about buying and introducing online tools to optimize hotel processes, or mobile technologies for guests to upgrade the service first. Investing in personalized, customized IT development seemed even less profitable.
But with the onset of the crisis, which suddenly paralysed multiple markets, we found ourselves in a situation where every person was desperately dependent on a variety of online services, from food delivery to tools for the remote office operations. The timescales announced by WHO for ending the epidemic are very tentative, but even under the most likely scenario, people will have time to get used to quick, “one click” service, concern for their health, as well as basic amenities. Time-saving services, effortless operation and actually secure way of usage are the main advantages that every customer will want to see in any product, both now and in the future.
What should hotels do in this situation? According to Sergei Fomin, CEO of Libra Hospitality,
“Hotels will become even more technological, with minimal staff and maximum automation of all processes. Sooner or later, the crisis will end and those who have been able to prepare for the new reality will take over the market. It is time to start thinking about it now”.
What actions do hotels need to take right now to prepare for getting out of quarantine and, having organized work, to mitigate losses at the start?
Partial automation of hotel processes
In the current economic situation, the costs that were spent to maintain the pre-epidemic staff payroll hardly match the amount that any accommodation will be willing to spend on workers afterwards. Therefore, minimising manual labor by optimizing line staff processes will save a significant amount of hotel costs.
Creation of electronic infrastructure
If 5 years ago it was enough for a client to have a personal Wi-Fi access point in his room, now he or she will not leave it at that. According to research published by Statista, even in 2018, 80% of respondents would like to see all information about the hotel and its services on their smartphone and to be able to order them. It is therefore vital to begin thinking about the development of personalized digital infrastructure for hotel. It can include online reservation systems, PMS, customized marketing channels, and services aimed at meeting the needs of a modern “person with a smartphone”: self check-in, digital concierge, сhat with guests and staff inside the hotel, catering and room service. The ideal solution for hotels is a mobile application that combines all services at once.
Reliable data collection, analysis, forecasting of hotel sales and revenues
The use of automated systems gives another indisputable advantage — the reliable database of line staff performance in the hotel, the number of guests using paid services, accumulated during the use of electronic programs, gross operating profit (GOP) from a paid hotel service, the popularity or lack of demand for a particular service, and etc. On the basis of automatic productivity reports it is possible to build both short-term and long-term forecasts, adjusting the business plan, optimizing the number of working staff and their shifts, lists of services provided by the hotel, developing new marketing channels, improving the methods of customer service.
Personalized approach to each client
High quality service is one of the main components of a hotel image, and it can be complemented with maximal focus on customer needs. Create an environment for guests in which they will feel themselves special, by using the same set of tools plus good native marketing. Personalized offers for early reservations, online concierge alerts, unique account in the hotel application, limited discounts, tours and restaurant offers will help to maintain the demand in the opening phase after the crisis, to raise the profit from in-hotel services as well as to” hook” guests on your service, providing a stable client base and return in the next season.
But, no matter how tempting the prospects that each software development company draws, the implementation of individual services or customized development can significantly hit the hotel budget. The reasonable way out would be to look for a digital solution that includes all the hotel needs or special terms from developers. Most of them are willing to make concessions (e.g.to delay payment), but only a few offer to temporarily use the products free of charge.
Use all available options, negotiate contract and payment terms. Companies committed to long-term partnerships will be willing to meet you halfway. The search for digital solutions that will help the hotel survive through the low demand and serve guests at the lowest cost when opening after lockdown, is based primarily on an in-depth analysis of the hotel needs itself. It is essential here not to lose sight of several important conditions:
Cost optimization
In post-crisis conditions, it is vital to approach the issue of cost optimization as responsibly as possible. In order to minimize costs, you should consider digital solutions for a hotel with a free trial period, with a fixed price, for example, an annual subscription, as well as services that are ready to work with you with a deferred payment.
Assessment of the introduction feasibility
No matter how great the development may seem, it is necessary to soberly evaluate its benefits to the hotel. Don’t chase a huge number of options. The more they offer, the higher the cost. In terms of austerity, a minimum of functions in the selected service is already an interesting offer for the guest, and staff will be able to adapt to work in digital space.
Gradual digital ecosystem development
“The more the better” isn’t our thing nowadays. Sometimes it takes time to introduct, master the system, and organize work with it. The benefit of each new service or option isn’t immediately noticeable, and you may want to replace the obsolete tool with some new developments.
Search for universal solutions
Despite the fact that customized applications and systems play into the hotel image, their development takes a long time and is very expensive. The hotel can hardly afford it during the crisis. In this case, an ideal solution would be an aggregator service, when the company works with hotels around the world on equal terms with equal opportunities. Just as online room reservation sites are becoming one of the main sales channels, so, for example, an application for ordering services at a hotel, which is connected to many hotels all over the world, is going to be a constant tourist companion when traveling from country to country. The guest won’t remove such an application immediately after check out, so that the hotel can always continue to contact the former guest and invite him to rest again.
What does Satisfy Travel offer to you?
3 elements of a single system:
Application for guests:
- a single solution that combines all the accommodation facilities around the world;
- online hotel service order;
- Ii-app payment;
- maintaining social distance;
- 24/7 communication with staff in 10 languages with real-time translation;
- personal notification system informing guests about news, promotions and special offers in your hotel;
- community chat for hotel guests;
- “Do Not Disturb” option.
Web service for order operation and staff management:
- placement of relevant hotel information (schedules, rules, regulations);
- managing the list of hotel services (including paid ones) available to guests through the application;
- staff management;
- customer communication management (personal chat, hotel community chat, notifications and in-app advertising) with social distance;
- data archive and performance statistics, analysis of services ordered.
Application for staff:
- instant client task receipt and report on its execution;
- list of “Do not disturb” and “check-out” rooms;
- chat with the line manager.
Our advantages
Potential and existing customer base
Satisfy Travel accumulates a community of active travelers around the world who want to use our service in hotels. Our users are already familiar with the system, it is enough for the hotel to connect and start using the service. We are going to tell about your hotel and the quality of its service to a steadily growing community of tourists, because we, just as you, strive to make every guest stay safe and comfortable.
Maintenance and Development
You do not need to puzzle head over the service introduction. The interface is intuitive and simple, so it takes no more than 15 minutes to start working in the system. The entire technical part of the system is serviced by Satisfy Travel on its side, including the implementation of additional developments as well as new functionality. All updates become available to you automatically. In addition, the hotel can always get advice on technical issues 24/7.
Aggregating all accommodation facilities around the world
Satisfy offers an innovative solution never seen before among mobile development for the hotel business: one application for guests, in which hoteliers can work with everyone who has ever checked in and ordered services using our application. There is no need to explain why the guest needs this application, many tourists have already heard about Satisfy and even installed it on their smartphone. Satisfy Travel won’t be deleted, unlike custom applications used by many hotels, which the tourist is likely to remove from smartphone immediately after the checkout. At the same time, the functionality of this mobile development involves separate workrooms for each hotel and staff, allowing you to store data and work without the intervention of third parties. Each hotel receives its own account with the selected set of features and capabilities.
Remember that crisis is always a new opportunity. Even during a crisis, you can make a significant push that is going to change the future of your hotel. It is necessary not just to cut the budget, but to regroup resources, concentrating them on the main points of growth. So you will be on top of the world. Satisfy Travel is an innovative digital tool that will help you with this.
Satisfy Travel is a service that connects hotels and guests around the world.