Before COVID-19, the human touch was the key factor for an enjoyable hotel guest experience. Face-to-face interactions with hotel employees weren’t something to fear but rather something to look forward to, especially when it comes to concierge services. They were necessary for exceeding guests’ expectations and inspiring loyalty.

In the post-COVID world, people still expect human interaction in hotels, but contactless services have taken center stage. From check-ins and checkouts to payments and many other benefits, contactless technology has helped minimize interactions and reduce/eliminate physical touchpoints.

Hoteliers should adopt the latest hotel software technology to reignite customer loyalty, increase bookings, and generate more revenue in the post-COVID world.

Before exploring how hotel management software and other technologies can help them reshape operations, let’s find out what hotel guests expect in the post-COVID hospitality industry.

What Are New Hotel Guest Expectations?

Health and safety concerns are top of mind these days. Hotel guests expect heightened hygiene protocols, which means frequent sanitizing high-touch surfaces throughout the day and available hand sanitizing stations. Some guests don’t want the housekeeping staff to clean their room during their stay, but the service should be available upon request.

Other expectations are mobile check-in and checkout and various other automated services they can access via mobile, such as ordering room service, making a restaurant reservation, or booking an event ticket.

Hotel guests expect flexible arrangements and cancellation policies, too. Those are critical for increasing confidence and preserving customer loyalty. If people know they won’t lose their money if they cancel their trip due to potential travel restrictions, they’ll be more confident in making a booking.

How Can Technology Ensure the Safety of Guests During the Pandemic?

Technology plays a vital role in the hospitality industry right now, as it can ensure the safety of hotel guests and employees during the pandemic.

One example is the keyless entry system, replaced instead by mobile room keys. That’s something most hotel guests expect in the new normal, as they don’t have to touch the door handles, which are some of the most frequently touched surfaces.

Various hotel software technology enables guests to access and pay for all the amenities and ancillary services via mobile. They don’t have to meet face to face with hotel personnel to request any service and thus maintain their social distance.

Technology gives hoteliers an opportunity to offer pre-made meal options, which guests can check out on their website. They can make a purchase at the time of booking, enabling the staff to bring their order up to the room and store it safely in the minibar before they arrive.

Contactless temperature measurement kiosks and thermal imaging cameras have also become quite important in hotels. The former help screen guests upon arrival, while the latter help monitor their temperature during their stay, without the need for manual temperature re-checks.

How Technology Is Helping Hotels Operate with Less Staff

Since hotels can minimize face-to-face interactions with the help of technology, it’s clear that they can manage various operations with fewer staff members. They can automate numerous repetitive tasks with hotel management software, thus freeing up a lot of time for their staff.

Now, while some hoteliers choose to reduce their staff due to technology, others see it as an opportunity to unlock more revenue.

Embracing technology doesn’t necessarily create the need for fewer employees. As a matter of fact, it opens the door to new job opportunities. It makes employees more productive and efficient, so there’s room for more hires and, thus, more revenue.

Furthermore, it makes room for upskilling hotel employees, which also helps boost hotel revenue. Having a multi-skilled hotel staff can help hotels stay competitive and provide outstanding guest experiences.

Armed with time-saving technology, employees can also have more time to personalize their services and ensure seamless check-ins and pleasant hotel stays for everyone.

The Role of Contactless Check-In/Checkout and QR Menus in Hotel Operations

Contactless check-in and checkout services in hotels have become the industry norm in the post-COVID recovery world. They eliminate the need to interact with the front-desk staff, which leads to better health and safety of hotel guests and employees.

Many hotels install self-service check-in and checkout kiosks, but the services can be even more streamlined with hotel management software. It enables guests to check in, check out, and pay for their stay via mobile without downloading any app.

The same goes for QR menus. Physical menus are slowly becoming a thing of the past, as they’re some of the most high-touch surfaces in hotels. Guests can now scan a QR code with their smartphone to view all the food and beverage offers.

QR menus enable seamless menu alterations, eliminating the need for printing new menus, thus saving costs.

How mycloud PMS Can Help Hoteliers Reshape Their Operations

mycloud PMS is a user-friendly hotel management software solution that can help you provide the highest level of service with minimal infrastructure and running costs.

With mycloud PMS in your corner, you can provide mobile check-in and check-out services to guests, enable them to view your QR menu on their smartphone, and manage their stay seamlessly.

You can establish real-time communication with guests, employees, and travel agents, manage reservations, record guest history, send personalized recommendations, manage payments, gather feedback, and more. You can streamline all your hotel operations, become more efficient, and supercharge your revenue.

Book an online demo today to see our budget-friendly, all-in-one hotel management software in action.

About The Author

Deepak Chauhan

Deepak Chauhan is responsible for marketing and positioning of “mycloud” platform and is a veteran in the hotel software industry with over 25 years’ experience giving him a strong understanding of the product requirements in the industry. He has very rare mix of working in operations of various hotels and chains for over 10 years and then co-founding a software product and service company, servicing 5 star hotels and chains for 14 years.

Deepak has led the development and marketing of cloud based hospitality systems to meet the specific, business objectives of small and mid-size properties across the globe and has worked closely with a diverse group of hoteliers and hotel technology vendors.