The Search for the Perfect Resort System - Will We Ever Reach Shangri-La?
This article is about the importance of incorporating a successful technology system within resorts. Over the years, resorts have been trying to find a system that will integrate all aspects of the resorts from customer booking information to catering, to front desk operations to sales inventory.
During the summer, resorts do very well but are now looking to increase their revenue during the off season by upgrading their meeting and conference spaces for year round business meetings. Resorts are also finding a need for stronger sales and marketing departments because they need to differentiate their properties and accommodations to potential and current guests.
There are so many different aspects of resorts and it is important that the time resorts guest spend there runs smoothly. To do this, management needs to invest in systems that work with different aspects of the property. The article explains different PMS systems and the importance for customers to be able to book everything through the internet easily. A PMS system, like GoConcierge, is able to track everything the customer is booking, make sure all their activities work well with each other and send the customer and management a full itinerary of their stay.
Inge’s article goes on to explain how PMS systems can intertwine with Catering and Sales systems, Revenue Management systems, POS systems, memberships and discounts.
The systems discussed in this article really interested me; they are amazing asset to any property. I can just imagine how much easier using these systems is for management rather than trying to say connected with the different parts of the resort via telephone or e-mail. As you can see, these systems are very beneficial to the success of the resort and to the customer. The more smoothly the property is run and the positive feedback given from guests the more successful the resort will be and the happier customers will be through the duration of their visit. They will gain customer loyalty, generate marketing from customers word of mouth and their revenue would increase.
6 comments:
I agree with this article and the importance of combining all the different systems of a hotel including the catering and sales systems, revenue management systems, POS systems, and membership discounts. This would definitely increase the effectiveness of the overall system, and in the long run make customers happy. GoConcierge seems like a great tool which would combine all the different activities that a customer books and send them one all-inclusive itinerary instead of separate reminders. Aside from increasing guest satisfaction, employee satisfaction would also increase because accessing all the different aspects of the resort would be made so much easier. Everything would be right at the tip of your fingers at all times.
I agree with Katie, in that guests really do not want to worry about anything during their vacation. They want to be understood and cared for and a technological system which integrates all departments of a resort will definitely help make that desire a reality. When a guest calls the front desk for a request, it is frustrating for them to constantly be transferred to the next department that can give them an answer. With a system that integrates all departments, it would only take a single phone call. Communication and organization are very important traits to have within a resort to help please guests and also make information very accessible.
This was a really interesting article about POS systems in resorts. Where some resorts cover such a large area and have various venues within their property it is important that they be able to keep track of their inventory, profits and customer information efficiently. It seems like a good idea as the article talked about to use technology to help keep all of this information in order and accessible to the right people. Using your space to draw in customers during the off season is also a good idea for the resort industry. Any hospitality operation should use their resources the their fullest and if that means promoting your facilities off season than that’s what needs to be done. I thought this was a really good article summary it made me think about the complexity of a resort POS and how technology can help.
I believe it is essential to have an up to date technology system within resorts. Technology can play a huge role in differentiating your resort and improving a guest’s experience. For example, allowing guests to communicate to their families or businesses through email in the comfort of their own hotel rooms. It is also very important that all departments within the resort are connected in some way. For instance, a guest would not like to pay separate bills for food and sleeping rooms. It is more convenient for guests to pay one final bill at the end of their stay. Also, through property management, it will save time and make it easier to solve problems when problems arise. I think a lot of guests would be happy to use a program that helps organize and plan their itinerary. In conclusion, IT would help a property run more smoothly which will make the customers happier. When the customers are happy they will continue buying and marketing your services.
Resorts epitomize R&R- Relaxation and rest. Guests come here, more than any other place, for effortless communication with staff, exceptional service, and a vacation from life. This is not always easy for the Hotelier to do. The hotel staff must not only provide exceptional service, but they need to make sure they exceed the guest's expectations. To do this consistently, its crucial that a strong I.T. system is put into place. The article discusses combing all the articles into one large system. I think this increases consistency. I also think GoConcierge will make the booking and planning of the ideal trip easier for the guest. The more the guest knows what they want, the easier the task of the hotelier to provide it.
I think that it is extremely important for resorts to integrate all of their properties and activities into one database in a PMS. Guests that stay at resorts expect that their stay will be perfect, and what could be more perfect than exceptional guest service. A PMS system that has everything a particular customer is doing would be able to inform all of the employees of his or her needs and wants and would be able to suggest other things that the guest might be interested in doing. I guess the article also talks about increasing meeting and conference revenue, and this is something that could be improved if the PMS system has the right information about their clients and demographic. With this information at hand, the resort can then market their meeting spaces to the right people and increase their revenues in the off season.
Post a Comment