In the resort business, efficiency comes in many forms. Owners, members and guests have higher standards and expectations than ever before, so operational efficiency is a must. But as well as providing streamlined and faultless customer service, resorts need to consider other areas, including energy efficiency and effective coordination between the departments.

The Merlin team has searched the internet for some top tips on making your resort operations more efficient.

1 Implement a cloud-based Property Management System

The pandemic has changed everything. A cloud-based all-in-one, property management system, is now essential. It not only streamlines your resort operations but also: 

• Gives you complete control to manage your resort from anywhere and anytime
• Allows you to automate end-to-end tasks across all the departments
• Work uninterruptedly on highly secure cloud servers
• Improve business dynamics with insightful reports

2 Use one complete software solution

Rather than using different, unconnected software solutions, adopt one integrated solution that encompasses and connects as many of your departments as possible. This reduces task duplication, the possibility of error and improves service levels. It also speeds up any manual handling of daily operations across departments.

A technology suite that is built specifically for the resort industry is the best way to increase efficiency. Resort managers must wear several different hats at any given moment of the day, and technological resources that can help lessen their workload will have a direct impact on their overall success.

3 Go mobile 

If your property management system is only accessible via a terminal, you are missing out on improving your productivity and customer service levels. With a mobile PMS you can: 

• Run daily operations on the go, while engaging with your guests
• Track business critical KPIs, while on the move
• Ensure improved staff efficiency
• Efficiently run all your back-office operations

4 Invest in your staff

Your employees are the most valuable resource in your business. An unhappy or poorly trained team member will not only make more mistakes and impact the operation; their focus will not be on providing the best guest experience. All of which you want to avoid at all costs!

Make sure your staff are appropriately trained and resourced and that each department understands not only their goals but the bigger picture. An operational plan sets the operations standards for each department and outlines staff requirements, duties and responsibilities along with their working schedules. This can prove to be crucial when improving your resort’s operational efficiency.

5 Improve your management skills

Managers know the importance of delegating. The most effective managers know when and how to delegate specific tasks to capable employees. The best managers take it one step further and recognize and reward staff when they produce results. This is key to recruiting and retaining the most qualified staff members.

There is a direct relationship between content employees and happy guests. Disrespectful or disinterested staff behaviours could cause guests to leave a property and never return. Therefore, managers must make an effort to train and develop hotel staff. The following training will help to prevent that from happening:

• Help employees develop skill sets, identify talent and hone their skills
• Build up a positive work environment to keep motivational levels high
• Communicate. Talk with the team, ask about career goals, and set targets
• Work with HR on areas of employee retention, employee engagement
• Be the kind of role model they would want to emulate

6 Create a useful, visible resort website

Invest in a visually appealing, brand-centric, mobile-friendly website that allows the team to quickly and easily update the website on their own without the need for designer-input. 

And ensure that the website includes the option for live, direct online rental bookings, via desktop and mobile devices. Asking potential guests to complete an enquiry form and wait on a response is inefficient and could lead to lost bookings.

7 Use a channel manager

If you have inventory for rent, you need to manage and maintain relationships with various distribution channels effectively. Make sure you use technology that includes a channel manager so you can broadcast live rates and availability across all online distribution channels.

8 Develop a dynamic pricing strategy

Rental rates are not static and will rise and fluctuate based on changing market conditions. Be prepared by having a unit pricing strategy to maximize revenue. Don’t just react to competitors – have a plan in place that will:

• Optimize the revenue based on demand
• Oversee the distribution strategy and manage daily operations
• Create pricing strategies, competition analysis
• Track hotel revenue, manage budgets
• Analyze channels, market segment reviews, reports and more
• Analyze sales figures

9 Improve the efficiency of resort maintenance and housekeeping

These departments are essential in the smooth running of your resorts and the guest experience. However, as managers know, they are also susceptible to rota issues and staffing problems. Think about implementing a bonus scheme for consistent work and operating spot checks to raise standards. 

A time and motion study in which hourly positions and tasks are assessed will determine how long each job takes so you can plan effectively – especially important with new hygiene protocols. Having flexible teams mean that they can be expanded quickly, so staff do not fall behind with tasks.

10 Update your check-in procedures

Many resorts are reducing customer touchpoints and looking at new technology to speed-up and simplify the check-in process. This includes remote smartphone check-in and keyless entry systems. Not only does this assist with COVID-19 precautions, but it also makes check-in and -out less time-consuming and frustrating and improves the customer experience. It also frees up time for front desk staff.

11 Cross-train resort staff 

We have already mentioned the importance of staff training for the role they have been hired to do, but it’s equally essential to cross-train employees to handle other things outside of their day-to-day. The key is to cross-train employees in similar areas where they can quickly move from one department to another. For example, housekeeping can help with simple maintenance tasks or a concierge taking on check-in duties during busy times. 

Employees that are cross-trained can better understand how the resort operates in different areas and how they all work together. Additionally, employees who have experience in more areas have an advantage when it comes to growth in their career. Positioned, and handled correctly, it can be a win-win for hotel managers and employees.

12 Resort finance

 It’s vital to reduce costs. But cut in the back office to protect your brand. Improve energy efficiency by closing floors or blocks. Reduce waste to keep F&B costs down. Eliminate investment plans. However, don’t cut your rental rates unless necessary as this will lead to credibility problems when you try to reinstate ‘normal’ rates later.

13 Utilize customer experience technology

The days of spreadsheets and paper forms have long gone for resorts wanting to monitor customer experience, guest feedback and staff performance. And with good reason as it took up so much time. Investing in CEM technology not only streamlines operations it can provide immediate feedback and insight so you can respond to issues and make effective decisions. 

14 Encourage employee engagement 

Consistent staff performance monitoring can help streamline operations but listening to staff feedback and ideas in regular meetings can also identify issues that can be easily fixed. 

15 Implement quality standards

A tired-looking resort is going to impact sales and rentals, so keep on top of standards by empowering maintenance teams to make a decision and handle issues as they arise – rather than waiting for management to tell them.

16 Manage your utility costs

A hefty utility bill is the last thing a resort needs right now. So, look into ways to reduce your costs with low flow plumbing fixtures like showerheads and toilets that limit water supply. Changing your light bulbs to compact fluorescent lamps or LEDs can lower your electrical energy usage. 

17 Be smart with resort design

Texture is a great way to disguise knocks from housekeeping carts and luggage bumps, so you don’t have to repaint so often to keep things looking fresh. Dark colours and busy patterns will make dirt and stains less noticeable on flooring and other fabrics, as well. 

Think about access when placing furniture. If you place headboards and beds too close to a side wall, then housekeeping will have difficulty changing bedding and vacuuming floors to give your guestrooms a thorough cleaning.  

If you have any suggestions to improve processes and procedures and streamline a resort operation, please share them with us at info@quickmerlin.com.