Located in Manchester Center, Vermont, Rest, A Modern Motel is a thoroughly modernized American motel that offers easy access to the Green Mountains, skiing, fishing and hiking. The motel offers 17 guest rooms and amenities like a seasonal outdoor swimming pool, free WiFi and some rooms with private hot tubs! Rest has chosen to use our cloud-based WebRezPro Property Management System to help with their operations. Visit their website to see how they’re using WebRezPro’s booking engine to accept online bookings!
Located in popular Ocean City, New Jersey, Ocean 7 Motel is a seasonal property that offers 75 individually-owned and decorated studios and suites. All units are equipped with kitchenettes with two-burner stoves, and additional amenities include laundry facilities, an outdoor pool and a convenient located just steps from the beach and boardwalk. Ocean 7 has just started using our cloud-based WebRezPro Property Management System to help with their operations. Visit the hotel’s website to see how they are using WebRezPro to accept online bookings!
Alpine Village Resort Jasper offers an ideal Canadian experience in the heart of the rocky mountain playground of Jasper, Alberta. This family-owned-and-operated property offers a variety of cabins that are available from May through October. Alpine Village Resort has just started using our cloud-based WebRezPro Property Management System to help run their business! Our web designer has also just completed a brand new WordPress website for the resort. Visit their website to check out the new design and see how WebRezPro enables Alpine Village to accept online bookings directly.
Goodbye, 2019; hello, 2020! As we look back on another exciting year in hospitality, our final post for the year highlights our five most popular posts of 2019, indicating what’s most important to our readers.
Going by our most-read blog posts of the year, it seems that giving guests what they want and using modern technology to support that quest is a top priority for hoteliers. As guest expectations evolve along with our digital world, hospitality technology is adapting and innovating too. There have never been so many innovative and accessible solutions for enhancing the guest experience—it’s an exciting time for independent hoteliers looking to exceed guest expectations (and, according to our top five posts of the year, that’s you—our readers!).
So, without further ado, here are our top five blog posts of 2019. Did you catch them all?
While it might seem like a bold step, losing your front desk can be a liberating way to elevate guest service—and today’s hotel software can make it happen. This post looks at how a mobile-friendly cloud property management system can work to create a more welcoming experience for guests. Read the full post >>
Customer grievances have a habit of finding their way online, where they can do damage to a business’s reputation. It’s so important to manage the guest experience and prevent dissatisfaction. Did you know that a modern property management system can help you avoid the most common customer complaints? Read the full post to find out how.
From search engine algorithm changes to new social media advertising options, it’s important to stay informed about changes implemented by the online channels you use to market your property. Our third-most-read post takes a look at TripAdvisor’s travel feed, introduced late last year. This major update aimed to simplify travel planning and booking for TripAdvisor users, and to help businesses reach new customers on the go. Read the full post >>
Across industries, personalizing the customer experience is increasingly important for businesses to remain competitive. For the hospitality industry, this is particularly true. It doesn’t necessarily take high-tech solutions and expensive loyalty programs to personalize the guest experience; with a modern property management system, any independent property has what it takes to elevate guest service to the next level. Read the full post to find out how.
Our most-read post of 2019 gets right down to the nitty gritty of guest satisfaction and hotel success: the hotel amenities that today’s guests want and expect. While fundamental requirements never change (like a comfortable bed and a quick check-in), guest expectations evolve with the times. If you’re not offering the amenities that your guests are looking for, you risk losing bookings or receiving bad reviews. Read the full post to make sure you’re giving guests what they want.
Thank you for reading! We look forward to blogging about the topics that matter to independent lodging operators in the coming year. If you have a specific subject you’d like us to tackle, let us know! In the meantime, have a happy and profitable holiday season.
Located in world-famous Whistler, B.C. Canada, the Blackcomb Lodge is a modern hotel that offers a variety of rooms equipped with full kitchens, flat-screen TVs and free WiFi. Additional amenities include an indoor swimming pool and hot tub and easy access to all the outdoor activities that Whistler has to offer. The Blackcomb Lodge has just started using our cloud-based WebRezPro Property Management System to help with their operations. Visit their website to see how they’re using WebRezPro to accept online bookings!
Stout’s Island Lodge is situated on an 18-acre island on Red Cedar Lake and offers an impressive array of unique accommodations, some of which boast amenities like a kitchen, a gas or wood-burning fireplace or a Jacuzzi. Stout’s also offers an onsite restaurant, wedding facilities and meeting space. This lodge has just started using our cloud-based WebRezPro Property Management System to help with their operations. Visit their website to see how they’re using WebRezPro to accept online bookings. While you’re there, you may just want to book your next vacation to Birchwood, Wisconsin!
The AbbyCreek Inn is a family-owned hotel in Winthrop Washington with over 60 guest rooms and an impressive array of amenities like a seasonal outdoor swimming pool, complimentary continental breakfast, river access with a picnic area and some pet-friendly rooms. The AbbyCreek Inn has chosen to use our cloud-based WebRezPro Property Management System to help with their operations! Visit their website to see how the inn is using WebRezPro to accept online bookings!
Despite increased efficiency, scalability and profitability that cloud technology brings to hospitality businesses, many hotels are still running on outdated legacy systems—or, believe it or not, pen and paper.
We all have our reasons for making the decisions we make, but to approach the case for the cloud from a different angle, here are three things hotels can’t do without a cloud property management system (PMS).
Can’t Make Your Data Work For You
If you’re working with separate standalone systems or with manual ones (ledgers and spreadsheets) you probably feel a bit like a slave to your data. Manually cross-checking and compiling data from multiple sources is a time-consuming, error-prone process.
Without automated, integrated systems, hotels commonly suffer double bookings, under booking, rate and billing errors, slow check-ins and check-outs, and, ultimately, low customer satisfaction. With data stuck in silos or hardcopy, workflow and customer service are uninformed and disjointed.
When data is unified, the picture is very different. A PMS that shares information between departments and systems automates data workflow, eliminating the need for staff to manually duplicate data across those systems.
Through APIs (application programming interfaces), cloud PMS connect to other hotel systems (CRM, POS, online distribution channels, revenue management systems, mobile messaging platforms, electronic locking systems, room automation solutions, call accounting systems and more), consolidating data to automate administrative processes and improve the guest experience. Essentially, data integration allows systems to talk to each other so you don’t have to be the middleman.
Let’s look at some examples. When a PMS is integrated with a POS system, call accounting software or in-room entertainment platform, charges for restaurant meals, long-distance calls, and pay-per-view are applied to guest folios automatically, saving manual administrative time and improving billing accuracy. Integration with payment gateways and electronic locking systems allow payment acceptance and key coding to be facilitated directly through the PMS (instead of requiring staff to manually enter data into the credit card terminal or locking system) for a faster and more secure check-in process.
OTA, GDS and channel manager integrations allow you to conveniently manage rates and availability for all connected channels at once directly through your PMS, rather than updating each channel one by one, duplicating data each time. Integrations with CRM and guest engagement solutions can automate routine guest communications and heighten personalization.
In short, system integration automates data workflow for enhanced efficiency, accuracy and service. When the data takes care of itself, you have more time to focus on your guests.
Can’t “Mobilize” Your Front Desk
One of the most celebrated advantages of a cloud PMS is being able to access your data from anywhere, any time. Unlike legacy systems, which chain staff to the front desk (where the only access point for completing front-office tasks is the front-desk computer on which the PMS software is physically installed), cloud PMS are deployed online, conveniently accessible to authorized users via any computer or mobile device connected to the internet.
With a cloud PMS, managers can log in when they’re away from the property to generate reports, update room rates, or provide off-site assistance to on-site staff as needed. Accessing PMS data on the go via a mobile device, on-site staff can look up reservation folios, enter bookings, log and action guest requests, update housekeeping room status, and even check guests in—all without returning to the front desk, maximizing time and efficiency.
Using a cloud PMS, modern hoteliers can essentially take the front desk with them wherever they go to serve guests better and manage their business more effectively.
Can’t Stay Competitive
Legacy PMS require expensive licences and upgrades that do not inspire hotels to keep their systems up to date, eventually resulting in obsolete software that holds business back.
Key to remaining competitive in any industry is implementing current and innovative technology that helps businesses keep up with consumer demand and behaviour, like the desire for self-service options and personalization.
From improving mobile functionality to developing new integrations, cloud PMS are constantly evolving in an ongoing mission to improve operational efficiency, profitability and the guest experience for lodging operations. Technology that unifies and mobilizes data will put a hotel ahead of another employing systems that trap data in silos and staff behind the front desk.
Properties running on cloud technology usually enjoy standard feature updates and system upgrades free of charge as new features and upgrades are quick and easy to deploy online compared to legacy installations. This ease of deployment means that cloud solutions are easily scalable too, readily growing with your business, whether further rooms, locations or revenue streams are added.
Through connectivity, constant innovation and scalability, cloud PMS give lodging operations a sharp competitive edge that keeps them ahead of the game.
Still not convinced that a cloud PMS can help your business be more successful? Read 5 Ways a Cloud PMS Directly Increases Hotel Revenue next!
The Creekwalk Inn Bed and Breakfast, Cabin Rentals and Events, Gatlinburg, TN is located in Cosby, Tennessee, bring guests back to nature in a rustic national park themed atmosphere. Every morning there is a breakfast celebration with farm-to-table and locally grown ingredients for all guests. This 50-acre property offers a variety of accommodation types including cabins, suites and lodge rooms. The Creekwalk Inn has chosen to use our cloud-based WebRezPro Property Management System to help with their operations. Visit their website to see how they’re using WebRezPro to accept online bookings!
Running a hotel is a complicated job with a never-ending list of responsibilities. It can be easy to get caught up in the day-to-day tasks that keep your property running smoothly and forget about taking time to assess your business’s performance. But, as they say, you can’t improve what you don’t measure – so start measuring.
Here are eight important key performance indicators (KPI) every hotelier should be tracking:
Average Occupancy Rate (AOR) >> The AOR measures the percentage of rooms that are occupied over a specific period. It is calculated by dividing the number of paid rooms occupied by the total rooms available (for the desired period) and multiplying that figure by 100.
Occupancy is an essential indicator of hotel success. Increased AOR typically means increased revenue, so you should pay careful attention to this figure. Check out our past blog post for ideas on increasing occupancy at your property.
In addition to providing insight into hotel performance, knowing your AOR is critical for operations. This metric can help you staff your hotel appropriately and manage inventory effectively.
Average Daily Rate (ADR) >> The ADR measures the revenue generated by each room on average. It is calculated by dividing total room revenue by the number of rooms sold. You should be comparing your ADR to the average costs per room to ensure profitable pricing decisions.
For tips on improving ADR at your property take a look at this past post.
Average Rate Index (ARI) >> The ARI indicates how your ADR compares to that of your immediate competitors. It is calculated by dividing your ADR by your competitors’ average ADR. This figure can help you determine if, and how, you should be adjusting your pricing.
Revenue Per Available Room (RevPAR) >> RevPAR is often considered the most important figure for analyzing hotel success. Although similar to ADR, it includes the rooms that are sitting empty in the calculation (RevPAR = total room revenue / number of available rooms). Because this ratio accounts for both revenue and occupancy, it serves as a good snapshot of success and profitability.
Revenue Per Available Customer (RevPAC) >> RevPAC (calculated by dividing the total revenue from hotel guests by the number of hotel guests) reflects the average revenue generated by a single customer. This figure accounts for ancillary revenue sources (from spa treatments to food and beverage purchases to pet fees) in addition to room revenue.
Check out our past blog post for ideas on increasing ancillary revenue, and therefore RevPAC, at your hotel.
Customer Acquisition Cost >> This metric indicates how much cost is invested in acquiring each new customer. You can compute it by summing the total amount spent on sales and marketing and dividing that figure by the number of clients acquired through those efforts. Calculate the CAC for individual channels to determine which ones are worth continued investment.
Guest Satisfaction KPIs
Online rating >> In the age of the internet, hoteliers no longer have to wonder how their guests felt about their stay; online reviews provide explicit and measurable feedback. You should be aware of the number of reviews and overall rating your hotel has on sites like Google and TripAdvisor, and making efforts to improve both.
Read this blog post for tips on improving your ratings online.
Guest engagement >> People engage with the brands that they trust and love, so how much engagement you get online can be a good indicator of overall guest satisfaction. Track the number of likes, comments, and shares your content is getting on social media platforms for a sense of how contented and loyal your guests are.
Running a successful business requires constant self-assessment and adjustment. Track, and regularly assess, these KPIs so you can run a more efficient and profitable property.