Ways To Power Your Guest Experience With Your Hotel Management System

Competition among hospitality providers continues to grow as social media delivers a perceived view of lodging and restaurants. A report from IBM Global Business Services concludes that the hotel industry can survive only with a personalized hotel guest experience. The concept is taking longer to become a standard for guest services than expected. Why not review the effectiveness of your hotel management system (HMS)? The following ideas are designed to improve results and enhance the way guests regard your hotel.

Develop meaningful, efficient plans. Work out an overall plan to personalize services without breaking the bank. Information technology moves ahead rapidly day after day. Hospitality technology is keeping pace with the changes, giving the sector a variety of update options at an affordable price. Examples to consider include:

  • Property Management Systems (PMS).
  • Web booking engines to manage room inventory.
  • Channel Managers for efficient management of online distribution channels used to sell rooms.
  • Systems receiving and analyzing guest feedback.

Instead of working with separate systems, consider one that integrates the above tasks (and more) for seamless management and fewer processes to learn. It will likely save time and money.

Think hospitality 24/7. Hospitality is a learned trait. Make sure every member of your team reflects and delivers it to all guests. It’s especially important that the hotel management system has an efficient Over the Air (OTA) program that easily and correctly records cancellations and changes. The no-charge amendments are made online by guests through their vendors. Display hospitality to guests and vendors with a compatible system that tracks and updates changes, syncing data across systems. Avoid putting your business in a bad light because a reservation change made in good faith fails isn’t recognized due to an inefficient PMS.

Make changes that improve the guest experience. Entice guests to choose your hotel from the dozens of others competing for their business. Part of the solution requires a friendly smile and greeting. Another way to free up time to address guests is providing staff with an easy to use, accurate check-in system. Keep the building in good repair. Paint the inside walls and change the carpet before it looks tattered and torn. Send pictures to previous guests so they can see the changes.

Identify guest wants and expectations. Evaluate how reasonable the request is and if the hotel can provide that service. Like most people, guests enjoy a positive response to a concern. It may even encourage them to return for their next visit. Repeat customers are important, so welcome them by name. A hotel customer relationship management (CRM) system identifies upcoming arrivals and their preferred room, favorite menu item (if you have a restaurant within your hotel), and other types of services used on previous visits. Use the data to send a special offer for a birthday or other occasion. If there’s no response, follow up with a phone call to be sure the offer was received. Update the address when needed. Other hotels may be chasing your customers right now. Upgrade your system to stay competitive. An integrated system keeps expenses down and quality up because you are dealing with one vendor. IT support and staff training may be included in the package.

Set the example for staff while reaffirming the guest’s value. Take responsibility to check the equipment in the room and that it is working properly. Is the Wi-Fi sufficient instead of dropping? What requests were noted from the previous trip, such as a higher setting for climate control or a certain taxi company when needed.

As a manager:

  • Listen to what the guest wants
  • Repeat your understanding of the request to be sure it’s handled correctly.
  • Make it happen.

The result will help the customer feel at home.

Make the goodbye as memorable as the welcome. Invite the guest back. Update the CRM with notes regarding food favorites and preparation expectations. Learn where they like to visit. You can send an update to them if there’s a special event nearby that will result in their return to your facility. Tailor offers based on guest experiences, such as a discounted holiday stay or invitation to experience new developments within the hotel.

SEO in 2017 And Beyond


Each year the SEO sports changes – the thing that was pertinent in 2016 is probably not a good idea in 2017, that can make optimizing your site a headache.

For the ordinary blogger with a fundamental comprehension of how search engine optimization works, looking for useful information on Google is often as challenging as relocating to a country that you don’t know the language.

SEO experts can talk in terminology which only they understand the things they are speaking about, making the novice user perplexed and uneasy with delving deeper into the area of digital marketing.

E-commerce Websites

Operators of e-commerce sites will have a digital marketing strategy of some kind but is that plan effective. Then, is your plan built to attain results in the long or short term?

For instance, an e-commerce site trying to achieve quick results can make use of Pay Per Click advertising going after particular search terms and competition. Any SEO expert will confirm that although PPC is fantastic for a starting boost, this will develop a long-term plan determined by organic growth.

Increasing Naturally

There is not any one size fits all process to assure your site reaches the first page of Google. Certainly, one can find recommendations that site owners must follow; but, the kind of industry you are working in can play a part in the amount of progress can reasonably occur.

Competitive industries with vast keyword phrases will be far harder to ascend the rankings compared to a niche business with specific search terms. Even though these words will not possess as many queries as vast matches, they will generate a far more focused target audience which is looking for exactly what the sites presented offer.

Website Authority

Increasing the authority of your site’s web address is key to organic and natural growth. This can be achieved in some ways. Adding relevant, high quality and unique content on your site is the greatest tactic to having your site indexed by search engines, who wish to showcase the best quality content to their visitors.

By posting high-quality content, this raises the likelihood of attaining backlinks to your site. If the sites that post your links have an excellent domain authority rating, this can include a positive effect on your website address and, hence, driving you further up the search positions.

On the surface, this appears relatively easy. However, it is not as simple as this. For a long time, many internet marketing specialists misused this, which led to lousy content which was stuffed with search terms as well as an irrelevant hyperlink. Google is privy to this in addition to any content that includes an irrelevant link can lead to terrible consequences for both the posting site and the linked site.

Social Marketing

In 2017, social marketing is scarcely the puzzle that it had been ten years ago. Anybody seems to have some form of social media existence, along with the websites – regardless of how large or small.

For companies, owning a social media existence is important to the appearance of the brand. A non-active Twitter and Facebook page is not good for business, along with search engine optimization, as social media offers an excellent additional platform to develop followers you can turn into clients. This does not imply bombarding your social sites with links – think about the content that the target audience would like on their computer screen, and give it to them.

As SEO methods transform, the best tip any SEO agency in Connecticut can offer is to concentrate on expanding organically, instead of taking advantage of loopholes. The chances are, what initially led to quick results will cause long-term issues.


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