Independent luxury and full-service hotel and resort groups are unyielding in their quest for operational excellence through technology. However, this pursuit has led many operators into a labyrinth of complexity as they grapple with multiple disparate systems.
While the intricacies of modern hotel operations cannot be avoided, independent hoteliers seek streamlined solutions to navigate these challenges while maintaining profitability. In lieu of piecemeal tools to enhance various aspects of hotel operations, these independent operators are increasingly turning to all-in-one technology, with their property management system (PMS) taking center stage.
Unique Tech Needs of Independent Operators
Independent operators often face more extensive technology requirements compared to branded hotels. The absence of a centralized brand overseeing their operations necessitates self-sufficiency. These independent operators demand reliable, regularly updated, secure, and optimized technology. Crucially, an independent hotel’s PMS must seamlessly communicate with various departments and efficiently manage both complex and fundamental hotel activities, from reputation management to food and beverage services, to prevent operational bottlenecks.
Guarding Against Overcomplication
Shielding an independent hotel from the encroaching complexities of modern hospitality is a daunting task. Outdated technology can transform from an asset to a liability if not replaced in a timely fashion. Unfortunately, many independent hotels have ended up with overcomplicated tech stacks, driven by the pursuit of best-in-breed solutions. This has left them ensnared in a web of tools and reliant on numerous vendor helpdesks, leading to operational inefficiencies.
The All-in-One Solution
To compete effectively with brand-affiliated counterparts and manage larger portfolios with a more substantial impact, independent hoteliers are embracing all-in-one property management systems. These robust systems are designed to handle every aspect of a hotel’s operations comprehensively while facilitating integrations to fill any gaps that may arise.
Streamlining Operations: Less Is More
Inspired by the pandemic’s emphasis on cleanliness and efficiency, hotels, both branded and independent, have decluttered guestrooms, eliminating non-essential items. This minimalistic approach has now extended to technology stacks, with operators revisiting scheduling, ancillary revenue strategies, and technology consolidation. When interconnected systems can seamlessly access other departments, hoteliers gain greater flexibility in experimenting with services, enhancing their service model, and exceeding guest expectations.
Loyalty programs are making a comeback in the hospitality industry’s ongoing recovery. Independent hoteliers are actively seeking ways to leverage these programs to attract and retain guests. Studies indicate that a significant percentage of consumers, particularly those under 35, are eager to join loyalty programs in 2023. An all-in-one PMS is an ideal platform for implementing loyalty programs efficiently, offering clear benefits to guests while minimizing operational overhead.
Embracing Flexibility for Mixed-Use Properties
Many independent operators manage mixed-use properties that encompass retail or residential bookings alongside traditional hotel operations. The flexibility of an all-in-one system is well-suited to such properties, providing seamless integration of various aspects of their business.
Enhanced Guest Engagement
Independent hoteliers increasingly recognize the value of an all-in-one system in fostering guest engagement. These systems provide operators with a consolidated view of the guest experience, allowing them to gauge guest sentiments and respond promptly—all without navigating multiple systems. This streamlined approach enhances guest connections and response times.
The Freedom of Choice
While signed agreements and systems may simplify operations for branded hotels, independent hoteliers value the freedom to shape their operations and guest experiences. Consequently, they are reevaluating their tech stacks to reduce the complexity of their operations and connect with guests on their terms. As all-in-one systems achieve feature parity with best-in-breed technology, they are becoming the go-to solution for independent hoteliers seeking operational efficiency and guest-centric approaches.