Mobile apps

Adding a Guest Experience Management Mobile App is Aiding the Labor Crisis | By Thomas Zarikian – Hospitality Net – Hospitality Net

Summary

In today’s world there is an app for almost anything, and one can’t deny that apps have greatly simplified our lives. Just think of how many apps you’ve used today! Some you may even deem essential to your daily professional life. Yet, for some reason, it seems the hotel industry has fallen behind in adopting the technology and leveraging the increased productivity that apps bring. Contrast that with the airline industry, which is at the forefront of technology; you can basically book …….

In today’s world there is an app for almost anything, and one can’t deny that apps have greatly simplified our lives. Just think of how many apps you’ve used today! Some you may even deem essential to your daily professional life. Yet, for some reason, it seems the hotel industry has fallen behind in adopting the technology and leveraging the increased productivity that apps bring. Contrast that with the airline industry, which is at the forefront of technology; you can basically book a ticket, and fly from one place to the next all within an airline’s app. If you try to do all that for a hotel — even with some of the big chain hotels — you may be in for a wild ride in dealing with multiple apps for different things and gaps in between. So why is this happening with the hotel industry?

Let me explain. As an active hotelier, I understand our industry’s struggles in adopting technology. There may be one hotel app for each service, but there seems to be no single app for many services. We must deal with many providers and then figure out how App-A connects and interacts with App-B and play the role of a digital Dr. Frankenstein to build the app they need. This is usually frustrating for guests as well.

Following the Airline example above, just imagine if you had to book your flight through one app, then jump onto another to select your seat or upgrade to first class, another to check your flight status and then to another to see whether your bag arrived. Additionally, the cost of entry is extremely high since technology providers for hotels are usually very costly upfront. Finally, trying to get a big brand, an owner, and a management company to all agree on what step to take just adds to the challenge. So, it would seem, that trying out new technology in our industry has been left for a few willing risk takers.

Add to this challenge that fact that in today’s new normal, with employees failing to return to work after being laid off during the pandemic, hoteliers are being forced to operate with a permanently smaller workforce while paying higher wages to attract new talent with little to no experience. Labor costs are going up, while the demand for rooms hasn’t fully recovered, so we are all feeling the pinch. We need to find a way to reduce our labor costs while becoming more efficient in our operations and emerge as an employer of choice for the new labor pool. Going high-tech may be the best bet.

Created by Hoteliers for Hoteliers

In our case, as an independent brand, we needed technology even prior to the COVID-19 pandemic to help us operate better and stay ahead in guest satisfaction. We don’t have a big brand behind us that we can allow a few too many slip-ups …….

Source: https://www.hospitalitynet.org/opinion/4107937.html