The ways we do business have changed. While some of our old habits may return, life is never going to be quite the same again. Change has been forced upon us. We have had to respond – some of us kicking and screaming, some with a more pragmatic approach. But, where there is a challenge, we also find a suitable environment for innovation.

What is clear is that to survive, we have to improve our business efficiency and become resourceful and effectual. Working with competent and proficient employees and suppliers is more critical than ever. And technology continues to help us with this with innovative solutions.

In a previous blog post, we looked at how technology was supporting resorts as they encouraged owners and guests to return. Remote check-in, keyless entry and even robotic room service all provide a level of confidence that encourages guests to go on vacation.

In this blog post, we wanted to look at how technology can assist your resort operations and business efficiency – streamline your processes, reduce your costs, increase your productivity. The pandemic has given many of us the kick we needed to make long-term changes to our operations. Don’t let this opportunity pass you by without action. 

At Merlin, we realized we had two options:

1. Hunker down and hope to ride it out
2. Use this opportunity to look at how we can be more efficient with what we have, and prepare ourselves to be in a leadership position in the future

We chose the second option. We took advantage of the situation, took a step back and looked at our existing processes, keeping our customers’ needs front and centre of our mind. We believe that by being flexible, we can meet any new demands from our clients and deliver services in new and exciting ways. 

While we have focused on business efficiency, we haven’t given up on innovation. Innovation and efficiency improvements go hand in hand.

And we are not alone. The organizations that will thrive in the future are those that have the flexibility to be both efficient and innovative – there is no choice.

Of course, one of the easiest ways to improve business efficiency in line with innovation is with a comprehensive and fully integrated cloud-based Property Management System (PMS). 

While there are many hotel-based PMS options available, look for one that has a specific timeshare and fractional functionality. There are some specifics within the shared ownership industry that typical hotel systems do not cater for such as ownership tracking, sales contracts and maintenance fee billing.

One of the significant benefits of a cloud-based system is particularly opportune. With so many still working from home, staff can access a cloud-based PMS system from anywhere at any time. And from their home-based devices, so new additional tech hardware is required. There is no need for staff to come to the resort to complete their daily tasks. 

Other benefits of a resort-focused PMS include the ability to:

• Automate tasks across all the departments from reception and housekeeping to accounts and marketing
• Integrate with a channel manager and booking engine
• Update inventory and rates immediately with the channel managers
• Manage daily reservations and guest requests
• Effortlessly communicate and manage tasks for housekeeping and maintenance
• Manage guest accounts effectively
• Reporting gives quick insights to the day-to-day business

If you’re interested in updating or replacing your current property management system, then Merlin Software for Vacation Ownership could be an excellent option for you. You can arrange an online demo directly with the team by emailing us at markt@quickmerlin.com or completing the demo request form.

Of course, there are other ways that resorts can improve their efficiencies at this time. One way is to improve employee productivity. Get the most from every hour an employee spends on the clock without, of course, negatively impacting the overall guest experience and remaining cost-effective. 

Ways of boosting staff productivity with technology include:

Encourage communication with regular meetings, a WhatsApp message group to discuss and share problems and an open-door policy.

Employ Accounts Payable (AP) automation and reduce the time spent processing invoices (check to see if your PMS includes this functionality)

Go paperless especially in front of house functions – and it’s good for the environment too.

Reduce workloads and outsource time-wasting functions. It won’t impact your guests, but it will free up time for your staff.

Invest in a high-speed Internet connection to avoid long loading times when you’re online processing bookings or monitoring bookings. Your guests will also be thankful for the high-quality connection.

And innovation is improving efficiencies elsewhere too. The pandemic has helped many resorts achieve the change they thought was just too difficult to implement in the past. Often in a very short space of time.

Housekeeping efficiency

One area where technology can help is within housekeeping departments. Hotels and resorts have had to improve the depth, quality and frequency of their cleaning protocols. Many are now looking at technology to speed up the process and provide confidence to their owners and guests. 

Nanotechnology is used in many other sectors to create a stay clean film on to the objects it is applied. Whether that’s to keep mirrors shiny, shower screens grime-free or sinks and toilets squeaky clean. It’s popular because it reduces routine cleaning times and the need for expensive chemical cleaning agents.

Robot vacuum cleaners are now available for commercial use and can be left to finish up the apartment when the housekeeper moves to the next unit. It can also take care of public spaces. They save housekeepers time and do a great job too. They’ll clean under the bed every time and brush up the carpet whether it is visibly dirty or not. 

But common sense is also essential. It’s more efficient to use trolleys that carry everything the housekeeper needs, so they don’t need to make an extra trip to move a mop bucket or drop off dirty laundry. When margins are tight, and processes are repeated many times every day; shaving off seconds adds up to a big difference.

Merlin Software’s housekeeping WebApp can help too.

This Mobile WebApp allows housekeepers using their Android phone to:

• Start and stop their shifts;
• Manage room keys issued to them;
• See which rooms they have been assigned to clean;
• Know whether the room to clean is for an arrival, departure or stay over;
• See what rooms to clean by priority and whether guest requested clean or do not disturb;
• Start and stop the clock for each room being cleaned;
• Take a break;
• Log and perform specific housekeeping tasks;
• Log maintenance requests;
• Perform room checks according to a specified check list;
• Record non-compliant room check list items;
• Log lost and found items;
• Update Room Status on completion.

Housekeeping supervisors will know:

• Where each Housekeeper is at any time;
• How long they have spent in each room;
• What the status is of each room;
• Whether there are any non-compliant check list items for a room;

Supervisors will also be able to add and allocate Housekeeping Tasks and perform Room Checks after Rooms have been cleaned.

Hotel reception and design efficiency

Finally, reception is an integral part of the guest experience. Check-in queues are now not only seen as unsafe but can impact your guest’s first impression. They are also areas of inefficiency when staff have little to do during quieter times. 

As we’ve highlighted in previous articles, technology can be used to automate check-in, provide local information, book a table in the restaurant and to offer guest support via a centralized line have all been deployed. These new ways ensure an outstanding guest experience while increasing efficiency.

Change in the workplace is never easy, but for many in the hospitality industry, the COVID19 pandemic has given us the time to reassess our processes, look for technology solutions and implement efficiencies that would have been resisted before. Reaching higher levels of business efficiency and productivity is not just an essential part of success in the hotel and resort industry. It is now vital.

Sources:

• Nuxeo.com

• Insights.ehotelier.com

• Hospitalitytech.com