MARKHAM, ONTARIO – Today, hoteliers do a lot more with a lot less. Staff and budgets continue to shrink as customer demand increases. The only salvation is technological innovation. Undisputed heart of the hotel, the property management system must continue to evolve to keep the asset strong and withstand future economic attacks. To survive, the PMS must be flexible and feature-rich to adapt to changing market conditions and meet evolving customer expectations, and it must be secure to protect customer and staff data, as well as the reputation of the customer. the establishment. Maestro, the hospitality industry’s most trusted and proven provider of on-premise and cloud-based web and mobile property management systems, said hoteliers can’t get complacent and assume that their property management systems are property – even with some improvements in the COVID era – are equipped to help operators thrive in today’s new normal.
“People have short memories and guests thirst for travel” Dehan said. “When travel returns to pre-COVID levels, it’s critical that operators don’t assume it’s out of the woods and suspend budgeted technology investments. Collectively, hoteliers must evolve with guest and market demands if they are to weather this storm and be fortified for what is yet to come. It will never be “business as usual” again. Hoteliers need to use this time to invest in their own roadmaps to be successful, which means adopting best practices from other industries to ensure preservation.
Dehan offers 5 predictions for the evolution of the hotel PMS in 2022 and beyond:
1. Contactless technology is not going to go away; it will become more prevalent in the PMS – No one wants to get sick again. The more sensitive hoteliers become to what guests want in terms of health and safety protection without giving up their service needs, the faster the industry will recover. Contactless and contactless tools will remain important in attracting and retaining customers. The hotel’s PMS must be enriched with mobility products intended for customers, such as omnichannel reservations (mobile web, desktop, application, etc.), two-way text messaging, a contactless payment portal, check-in / out mobile, the mobile key, and digital registration cards. Many travelers will want to manage and control their stay experiences on their own, which includes bypassing the front desk and curbside check-in via their phone or hotel-provided tablets / kiosks. As the labor shortage persists, equipping staff with tablet technology will proliferate, as fewer workers cannot be tied to a fixed location in the hotel. With fewer people taking on more tasks, it will be essential to ensure that they have portable access via a tablet to the PMS. Maestro has the contactless tools in place today to accomplish all of these tasks and respond to changing customer contactless demands.
2. Data security will include two-factor authentication when logging in. – Since employees continue to work remotely (such as administrative staff, central reservation teams and concierge), they will need additional protection when they log into the system at the start of their shift. Just as online banking requires additional security measures, so too will hotels. For example, when a front desk employee logs in, the person receives a passcode through a smartphone or email to verify login information. This will discourage workers from sharing passwords and prevent employees from logging in as someone else and committing unscrupulous acts or at least helping the operator to meet this aspect of their PCI obligations. . According to the 2022 Lodging Technology Study, 68% of hoteliers plan to improve data security and 58% plan to improve the privacy of guest and staff data this year. Maestro has a set of existing security features and measures in its cloud-hosted and on-premise solution to help operators secure their data. To continue these efforts, Maestro has introduced two-factor authentication in its next release as an optional layer of protection. While this already exists in large corporations, this is a new security measure in the independent hotel market, and Maestro is leading the way.
3. Support for additional payment products will be required, along with the ability of the PMS to support digital tips and engage customers with installment payment options to make the travel investment more palatable. – Hoteliers demand simplicity when processing credit card transactions. Maestro has always been interested in providing choices for its customers, and the more gateway payment products the PMS can support, the easier it will be to meet the diverse payment needs of independent hotels. Plus, in today’s cashless economy, digital tips are mushrooming to reward employees for exceptional service when money isn’t available. According to the 2022 Lodging Technology Study, 65% of hoteliers see contactless tips as an emerging technology worth investing in. Ensure hotel PMS can support digital tip when payments are not directly linked to the payroll system or employee payment cards start to mature. Finally, the PMS should be able to take care of the installment payments for future stays. An integration is currently being implemented to allow the Maestro online booking engine to invite guests to sign up for a Visa card that links their stay with easy installment payments. Guests pay for their stay in installments with the entire stay prepaid at the hotel, but with multiple payments by the guest. Payments will be processed as usual, with the hotel receiving full payment for the reservation in advance. This model of payment differentiation for stay over time will soon become an integral part of the booking process, as customers will be eager to travel and looking for amenities to choose one hotel over another.
4. PMS will need to support more OTA channel integrations – Customers have more choice than ever in how they book their accommodation, whether directly through the hotel’s website or through one of the many supported central reservation system providers such as Pegasus / TravelTripper, SynXis / Saber, iHotelier / Travelclick, Inntopia, etc., through direct owner channels like VRBO, or through one of the many OTA distribution partners, such as Expedia, Booking.com, Hotels.com, etc. . Channel providers are doing a lot of direct marketing to consumers today, and we’re seeing a shift in booking habits. To support these bookings, hoteliers should ensure that their PMSs have robust channel integrations to support the relevant packaging, activities, and payment methods.
5. PMS will require robust integration with major customer relationship management platforms – As the travel industry recovers, hoteliers are increasingly relying on CRM platforms to assist their teams in more aggressive marketing efforts. In addition to sales tracking, programs like Salesforce, when integrated with a hotel’s PMS, can eliminate redundant data entry once prospects become customers. For example, Maestro PMS can pull data into Salesforce to create a guest record, and the data then flows throughout the guest journey. Going forward, the two-way integration will allow Maestro to send customer data back to Salesforce and update the customer’s record with customer reviews, so the sales team can look only to Salesforce. to see how satisfied their customers are with having to go to the PMS. With many customers now turning to Salesforce to manage their sales efforts, we see CRM integrations as a positive initiative to help streamline the process.
“As optimism continues to grow on the performance of the hotel industry in 2022 and beyond, hoteliers must arm themselves with tools that will help them optimize their efficiency and do more with less” Dehan said. “What the future holds is still unknown. Whether the industry is moving to more digital guest services (52% of hoteliers say their guests increasingly prefer digital service meetings over staff meetings – Housing Technology Study 2022) or hoteliers are maintaining the status quo quo and continue to function as is, Maestro can help you. We have the most relevant and demanded products, backed by unparalleled service. We are flexible in cloud, server-based or private cloud deployment options with a suite of sophisticated web browser and mobile PMS solutions, and we maintain our “power to choose” a la carte approach to modeling your PMS solution. exactly as you need it, property by property. As the industry’s most responsive problem solver, Maestro is here to anticipate the concerns of tomorrow by meeting the needs of today’s hoteliers. This is hospitality.
Maestro is the preferred web browser-based on-premise and cloud PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals and multi-property groups. Maestro’s PCI certified and EMV compliant enterprise system offers a web browser (or Windows) version with over 20 modules integrated into a single database, including mobile and contactless applications to support a customer journey digitized as well as personnel operations. Maestro’s sophisticated solutions allow operators to increase profitability, generate direct bookings, centralize operations, and provide customers with a personalized experience from booking to departure and everything in between. For more than 40 years, Maestro’s Diamond Plus service has provided unmatched 24/7 support and education in North America to keep hotel groups productive and competitive. Click here for more information on Maestro. Click here for your free PMS buying guide.