Hospitality is a dynamic industry that’s faced greater challenges than most in recent years. The pandemic, changing consumer tastes and evolving expectations mean hospitality venues are under greater pressure than ever to manage resources efficiently, optimise supply chains and operations, and deliver a detail-focussed, personalised customer experience.
Despite mounting pressures however, many hospitality venues remain hesitant in exploring digital integration as means to optimise processes and deliver value to customers. This is perhaps due to the human-centric nature of the industry, which views the personal delivery of service as the key to success, and long-term growth. While this is in many ways true, technology can have a vital role to play in ensuring that frontline hospitality staff are armed with the data and insights necessary to deliver a frictionless and tailored experience. Technology also empowers managerial hospitality staff to reduce waste, make the best use of staff time, manage costs and set prices strategically.
In this article, we’ll guide you through some of the key ways Hospitality venues can benefit from ERP consultancy and digital integration.
Running any hospitality venue is an intense logistical challenge, require careful orchestration of many complex and interdependent processes. From managing reservations and maintenance to housekeeping and food service, lots of moving parts can make it hard for managers to maintain 100% oversight, 100% of the time.
With an ERP system, managers are able to govern multiple processes at once, from a centralized digital portal that provides real-time insights into the progress of tasks. Live alerts ensure no jobs get left unfinished, and the consolidation of data onto a single system means less time spent on manual data harvesting, and more time spent front-of-house, helping to deliver a truly exceptional guest experience.
Streamlined Reservation Management
Managing room reservations is another unwieldy task that ERP & ERP consultation helps streamline and simplify. Today’s hotel guests can make bookings through a variety of online platforms as well as more traditional methods such as telephone booking. This can make it hard to monitor room availability in real-time, which in turn can make double-booking a real, and rather embarrassing possibility.
ERP centralizes all reservation data from all channels into a single interface. This gives both staff and customers access to up-to-the minute, accurate data on availability and room rates. Staff in particular also benefit from centralized information on guest preferences, as well as immediate notification of booking alterations or cancellations. Providing a single-source-of-truth on all booking-related matters, ERP helps avoid overbooking, inconsistent recordkeeping, and other issues that arise when information is gathered in a haphazard, segregated manner. It also ensures that staff have access to real-time updates, that can be used to deliver a more personalised, and responsive service.
Additionally, ERP can be calibrated to deliver real-time dynamic rate management, based on factors such as seasonality and anticipated demand. This can help hotels remain profitable all year round, with prices adapting to changing levels of demand.
Optimized Staff Scheduling
Managing staff rotas can be a nightmare without the right tools, with the need to balance labour regulations against staff availability and the changing demands of the business.
ERP systems take the strain out of shift planning, ensuring that all shifts are covered in a way that meets the needs of the business without sacrificing compliance or cost efficiency. Comprehensive data integration ensures the system has the information it needs to construct comprehensive and fully-optimised staff rotas, without the need for manual fact-finding.
Cost-Efficient Supply Chain Management
Fastidious supply chain management is vital in an industry where resource optimisation and waste minimisation is so critical to controlling costs and ensuring value can be passed on to customers.
ERP solutions enable intelligent inventory management powered by real-time insights into stock levels across all the business’s consumables, including food, beverages, linen, toiletries and other vital supplies. Centralized, real-time oversight allows managers to supervise and manage stock levels effectively, ensuring availability is maintained while preventing wasteful overstocking.
In addition to supplying information on current stock levels, ERP systems can also forecast future demand by analysing past trends. This allows managers to take contingency measures ahead of anticipated spikes in demand.
Another domain of supply chain management in which ERP systems can have a crucial supporting role is in the vendor management process. From the automation of purchase orders to monitoring vendor performance, ERP streamlines the vendor management process and ensures supplier relationships continue to deliver a good deal for the business.
Bespoke Customer Experience
In a people-centric industry like hospitality, managing customer requests, addressing complaints, and handling feedback is vital for maintaining a positive reputation and cultivating a loyal base of repeat customers. However, in the day-to-day operations of a hospitality business, it can be challenging to record, track, and thoroughly follow up on complaints without robust systems in place.
ERP solutions structure and systemize the guest complaint/request handling process, ensuring that all interactions are properly recorded and addressed in a timely and proactive manner. ERP consolidates all guest data into a single unified interface, providing staff with clear and unambiguous information on guest preferences, tastes, and habits. This leaves no room for doubt and equips staff with the data they need to deliver a truly unique and personalized service from start to finish.
Front Desk Efficiency
A hotel’s front desk is the mainstay of the guest support experience, and as such is often an operational bottleneck, tasked with resolving the overwhelming majority of complaints and queries while simultaneously managing check-ins and check-outs. As such, it’s vital that front desk staff have the fully integrated digital tools they need to properly resolve issues, complaints and queries.
With ERP & effective ERP Consultation, front desk efficiency is facilitated, thanks to the centralization of data, which gives reception staff all the information they need to action any request or resolve any complaint. ERP systems allow front desk staff to autonomously resolve issues without having to delegate to another department, ensuring that other parts of the business can operate efficiently and without interruption.
Providing the real-time updates frontline staff need to take decisive action, with the centralized oversight decision-makers need to take informed, strategic decisions, ERP systems help hospitality businesses minimize waste, maintain, slick streamlined processes and deliver the bespoke customer experience today’s guests demand. As leaders in ERP consultancy and ERP implementation across the MENA region, ThinkTribe is uniquely placed to help your hospitality business explore the deep and far-reaching benefits of ERP and digital integration. Reach out to ThinkTribe today to discover the benefits of ERP, and prepare your retail business for a bright future in our competitive digital age.
ThinkTribe – Realise your business ambitions through intelligent systems integration
Achieving the best possible outcomes across your businesses means uniting processes and digital technologies in perfect harmony. Our systems discovery and gap analysis process will explore opportunities for systems integration in your business, and demonstrate how ERP can help you achieve your goals and overcome intractable operational challenges. Throughout the process you’ll be fully supported, with tailored guidance that helps you prepare for the integration and adoption of transformative new business systems. Get in touch today, and together we can set your business on a path to sustained success through better digital integration.