Hospitality is one of the world’s biggest single industries, accounting for 10 percent of all global gross domestic product, so competing in this field is essential if you want your business to remain at the forefront and succeed.
The key to a successful hotel business is often the guest experience—how well they are treated and how easily they can book and check out. Arguably, the front-of-house experience often is the priority but it’s not where the effort should go. In fact, all too often back-end systems get forgotten and the innovation has failed to keep pace.
And yet it’s there where all the focus and attention should go. In today’s world of advancing technology, the magic to solve for consumer-centric commerce is actually happening in the back-end processes. No matter how friendly your front desk is, or how glossy or slick the app and online services are that allow guests to do everything from booking a room, checking in or out, ordering services during their stay and benefiting from e-loyalty programs, if the systems behind them are weak or mismatched, the guest service will be compromised. It will result in a dysfunctional and disconnected experience for the customer.
When it comes to payments, loyalty and offers, the ultra-convenient methods adopted by increasingly tech-savvy guests have to be on point. An essential part of this is making any legacy systems work together in the background cohesively to provide a seamless service.
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