WebRezPro Recognized as a Leader in Hotel Management Software

Providing excellence in hotel management technology is our primary focus here at WebRezPro. It’s our mission to provide the powerful products and top-quality support necessary for the success of our clients’ lodging operations. That’s why we are pleased to announce that we have once again been named a Leader in the December 2017 Hotel Management FrontRunners Quadrant.

Running a small business is a tough job with a myriad of responsibilities. The FrontRunners quadrants—which showcase the top software options available in North America—are generated by Software Advice to help independent businesses find the best products for their needs.

In the hotel category, 185 products were evaluated using verified product data and end-user reviews. For each product, two primary scores were calculated: a Capability score (which includes functionality, ease of use and customer support) and a Value score (which accounts for things such as overall satisfaction and the likelihood of a user to recommend the product). The 24 highest-scoring products were included in the quadrant.

FrontRunners Chart

Strong scores for both capability and value earned WebRezPro placement in the Leader category. As a Leader in hotel management software, WebRezPro is attributed with being an all-around strong product, offering a wide range of functionality for a large range of customers and is considered highly valuable by customers. With client satisfaction being our top priority, that is music to our ears.

Our placement in the Leader category of the FrontRunners Quadrant, which relied heavily on user ratings, attests our commitment to our customers and the hospitality industry. We look forward to the continued endeavor to provide the best PMS and customer service for our clients.

The content for the FrontRunners quadrant is derived from actual end-user reviews and ratings as well as vendor-supplied and publicly available product and company information that gets applied against a documented methodology. The results neither represent the views of, nor constitute an endorsement by, Gartner or any of its affiliates.

WebRezPro Named Leader in Hotel Management Software

Here at WebRezPro we are committed to providing excellence in hotel management technology. Our clients’ businesses are in our hands and we take that very seriously. That’s why we are pleased to announce that WebRezPro has been recognized as a leader in the 2017 Hotel Management FrontRunners Quadrant on Software Advice.

As a trusted resource for software buyers, FrontRunners evaluates verified product data and end-user reviews from softwareadvice.com, capterra.com and getapp.com. In the pursuit of helping small businesses make informed decisions, hundreds of products available for the management of hotel properties in North America were evaluated. Reservation management, front office and housekeeping management were identified as the core capabilities required for an eligible hotel management system, with special consideration for other related features that properties may be looking for. The scores produced were used to highlight and compare the top-performing products on the market.

Twenty-five products were selected for their capability and value, and WebRezPro came out near the front of the pack. With strong scores for both capability and value, WebRezPro fell into the Leader category. As a Leader in hotel management software, WebRezPro is attributed with being an all-around strong product with a wide range of functionality for a large range of customers and is considered highly valuable by customers. With client satisfaction being our top priority, that is music to our ears.

Our placement in the FrontRunners Quadrant, which relied heavily on user ratings, attests our commitment to our customers and the hospitality industry. We look forward to the continued endeavour to provide the best PMS and top-quality service for our clients.

The content for the FrontRunners quadrant is derived from actual end-user reviews and ratings as well as vendor-supplied and publicly available product and company information that gets applied against a documented methodology; the results neither represent the views of, nor constitute an endorsement by, Gartner or any of its affiliates.

The Double-Edged Sword of Overbooking

To overbook or not to overbook? Overbooking is a bit of a gamble, but, if played right, can be a successful technique for maximizing occupancy and revenue. A well-forecasted overbooking strategy can fill rooms that would otherwise have gone empty due to no-shows and last-minute cancellations. On the flip side, if you overshoot your overbookings, you have to deal with the regrettable situation of “walking” guests (sending booked guests straight to your competition). If you’ve ever had to walk a guest, you know it’s not a nice feeling. We heard of one front desk clerk who had to duck to avoid a coffee table sent flying by a very frustrated customer!

Weighing Up the Costs

Walking a guest is an awkward situation and a costly one — at the least you need to pay for a room at another hotel and transport. You also have to consider the cost of losing a potentially loyal customer and the detrimental effect walking a guest has on your reputation. A recent survey by Software Advice, a company that evaluates hotel management systems, found that 78 percent of guests say they are “much less likely” to return to a hotel after being walked. That’s a lot of potential revenue lost. The Software Advice survey also revealed that almost half of walked guests are “extremely likely” to leave a negative review online — and we definitely don’t want that because bad reviews really can hurt business.

Overbooking Negative Effects

On the other hand, empty rooms equal revenue that can never be recovered and can end up costing you more than the cost of walking the odd guest. The trick is to fill all your rooms while minimizing the cost (real and intangible) of turning customers away. Overbooking needs to be calculated carefully; you need to know the cost of an empty room and the cost of walking a guest. Sheryl Kimes, a professor at the Cornell University School of Hotel Administration, advocates the overbooking-ratio method as a popular technique that minimizes the chance of having to walk guests (and therefore the cost of walking guests) and leads to the most profits.

As the busy season starts to wind down, now’s a good time to assess the performance of your property and where you could improve. If your property practises the art of overbooking, how did that work out for you over the summer? If you had to walk too many guests for comfort, you probably need to rethink your overbooking strategy, or whether or not you should be overbooking rooms at all.

Walking a Guest

Unfortunately, walking the odd guest is part and parcel of overbooking, even with a well-calculated strategy like the overbooking-ratio method. When you find yourself overbooked, who do you send packing? Turning away first-time, transient guests is a wiser choice than walking loyal customers and groups to avoid damaging established relationships. Still, you don’t want to ruin a potential loyal relationship before it’s begun either. So it’s very important to offer your inconvenienced guests an appealing alternative that diffuses the situation, lets them know that really you do care, and prevents them from giving up on you in the future.

The industry standard for walking guests requires a property to pay for a comparable room at another property and transportation to get there. But, according to the Software Advice survey, 73 percent of the respondents said that they would expect more.

Overbooking Satisfaction

So, what would satisfy the majority of walked guests? Again, according to the Software Advice survey, a complimentary return stay (as well as an equal or better room at another property and free transportation to get there) would persuade 50 percent of guests to return after being walked and not leave a negative review. Twenty-six to 29 percent of respondents said that a $100 cash compensation would convince them to return and dissuade them from writing a bad review. Other forms of compensation that can mollify walked guests are meal vouchers and loyalty program points.

Looking Ahead

Channel managers and channel integration with your property management system (PMS) can greatly help to reduce (or even eliminate) the need to overbook by increasing visibility and accuracy of real-time reservations and availability. A good PMS will also give you the data you need to predict the chance of no-shows as accurately as possible. Unfortunately, not even the best of the best PMS can claim to be a crystal ball when it comes to no-shows, so overbooking will always be considered by some properties, especially larger hotels.

If you do decide to venture along the rocky path of overbooking, the most important thing to remember when walking a guest is to appease their frustration and bring them back (within the limits of affordability). Do more than provide the bare minimum of a room elsewhere; turn the guest’s inconvenience into a bonus with a free return stay or cash compensation to show them that their patronage is valued despite your inability to accommodate them on this occasion. Going the extra mile with walked guests can very likely save a potential loyal relationship and your reputation – it’s worth it in the long run.

For the full Software Advice survey results, read their Strategies for Satisfying Walked Hotel Guests IndustryView 2014.