August 14, 2017
The hospitality industry is at a crossroads. Traditionally, success has been built on personal, one-to-one relationships, and the customer loyalty that went with carefully building those connections.
Yet, as we all know, the face-to-face experience is fading. Today’s consumer is more likely to initiate any transaction from their smartphone (65 percent of same-day hotel reservations are made from a smartphone, according to Nielsen). And although they are interacting through a device, they are still expecting a very personalized experience, including targeted offers, recommendations and one-click booking.
Initially, this may seem disruptive. However, the good news is that by embracing these same technologies and innovations, we can learn more about our guests and their preferences, ramp up service and offer an enhanced experience that keeps them coming back.
In the Hospitality Technology white paper, Taking Digital Transformation by Storm with Cloud PMS it outlines how our industry can take advantage of this “digital disruption” by focusing on the core of our operations – the Property Management System (PMS). The key is to take what was formerly considered a tool for scheduling and accounting, and applying the right technology to transform it into a service hub that connects everything from reservations, to staffing, to customer loyalty. With that single integrated system, hoteliers are provided data-rich, forward thinking insights into customer satisfaction
Infor Hospitality Management Solution (HMS) offers that integration ability, as well as social/mobile capabilities and industry-specific analytics. To ensure smaller entities can also lead in the digital revolution, it’s deployed in the cloud, so adding servers and IT staff are not part of the equation. Cloud technology also offers the most robust security and compliance, so you can trust that valuable guest and business data is always protected.
More than 52 percent of operators queried for Hospitality Technology’s 2017 Lodging Study said that they are allocating increased IT investment dollars to support “frictionless” experiences for consumers, with specific attention to data and analytics. This blog is one in a series that will discuss where we are, and where we need to be, in our ever-changing, digital world. For more information, you can visit the Infor Hospitality industry page.