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Hotel Technology And Employee Morale: Does Tech Enhance Or Burden Hotel Staff?
Hotel technology has become an integral aspect of the hospitality industry, exerting significant influences – both positive and negative – on daily operations. In light of persistent labor shortages following the pandemic, hotel industry employers must exercise caution in their technology implementation and management to ensure the well-being of their workforce.
For hotel tech solutions to have a positive effect overall, you need to think through every decision, from selecting the right technology partner to providing easy-to-use solutions, good training, and employee support.
By harnessing the full potential of modern technology, hoteliers ease the demands on its most valued asset: the staff. This leads to heightened job satisfaction, increased engagement, and a stronger commitment to the hotel. Naturally, a fulfilled workforce equates to top-tier guest service.
Impact On Staff Workloads
The introduction of new technology in a hotel environment is certainly a mixed bag when it comes to impacts on staff workloads. On one hand, it can streamline lots of tasks by automating procedures or reducing manual steps for complex processes. This can mean less time spent on each task, allowing employees to move through their work day quicker with less wasted time.
In fact, 64% of hotels expect automation to create new, positive opportunities for workers, and 58% of hotels expect the work environment to improve with automation.
However, complex legacy systems can create more confusion and frustration among your employees as they grapple with these hard-to-learn solutions. This not only can impact workflow efficiency, but it can also negativity affect guests' experience as well
Additionally, using technology to solve problems in different departments of your hotel means extra work for your employees. There’s no way for them to magically know how your new tech works - they’re going to have to spend time and energy learning the ropes. 4 in 10 hotel general managers place reskilling to adjust to technology among their top three workforce challenges.
Impact On Stress Levels
It’s no secret that working at a hotel can be a very stressful environment. Between fixing guest complaints and unexpected issues on top of daily tasks, there’s never a dull moment. But what if technology could alleviate some of this stress for everyone involved?
The right technology can certainly improve the guest experience by eliminating problems before guests can even notice. 56% of hotel general managers expect an increase in profits from a better guest experience, and building and power management systems at a Canadian hotel have already cut maintenance hours by 25%.
However, technology can also make stress levels worse. If tech is too hard to understand or unreliable, your staff might struggle to keep up and become overwhelmed. A good hotel manager needs to be prepared with a solution as soon as problems like these arise.
Impact On Job Satisfaction
When done right, hotel technology can have a very positive impact on how satisfied employees are with their jobs. Automation and software solutions can streamline processes and reduce time-consuming manual tasks for staff, freeing them up to focus on more meaningful work that adds value to the guest stay. As expertly stated in an article from eHotelier, “Employee satisfaction will likely increase when staff spends time with guests rather than repeatedly clicking away between different software interfaces.” This workflow leads to better efficiency, helping staff to get through their workload faster and with less stress.
But tech can also improve staff satisfaction even more directly. As an industry, we can imagine a future smart hotel where staff don’t just receive help with their tasks from technology but affirmations and positive reinforcement for a job well done. For example, at the end of the shift, the employee receives a motivational message that recognizes achievements and possibly a brief survey or forum that gathers input.
With qualitative and quantitative data of a job well done each day, each employee is sure to go home proud of the work they’ve done. However, some tech just simply isn’t helpful. Listen to what your employees struggle to keep up with and what your guests complain about most.
For a good baseline, a September 2023 article from Deloitte stated that hotels see the most value coming from cloud computing in processing guests (29%), managing bookings (26%), and offering personalized recommendations and services (23%) in the next five years.
Communication Is Key
These days, with labor shortages, more and more roles spanning multiple departments in hotels are becoming more common, requiring a change in how information is shared. When every department is in sync, operations run smoother, and staff are more motivated. Plus, by tapping into the wealth of guest booking data, hotels can uncover fresh ways to boost revenue. Hotels can create new efficiencies by reworking their processes and sharing information through an all-in-one Property Management System.
Skyware’s cloud-based, unified PMS offers a solution with integrated modules and apps to support a digitalized guest journey and staff operations. This state-of-the-art technology facilitates real-time data sharing across pivotal departments, from sales to revenue management.
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A strong communication strategy, supported by a hotel PMS that can integrate with other tools, is essential for achieving desired outcomes.
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Hotels should ensure that their technology is working for them and simplifying processes rather than creating additional tasks.
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The right technology can improve operations, purchasing, and guest service, especially as the industry adapts to a limited labor market.
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The right solutions ensure that employees have the tools and resources they need when they need them, reducing downtime and frustration.
The right hotel hospitality technology serves as a catalyst, streamlining processes, reducing costs, driving growth, and cultivating an environment marked by enhanced collaboration and elevated job satisfaction. In short, a connected hotel is empowered, ready to make smart decisions, and elevate every guest's stay.
About Bob Palloni
As the Chief Operating Officer of Skyware Hospitality Systems, Bob is responsible for leading the company in corporate strategy, business development, product innovation, and market profitability. An accomplished tech developer and visionary entrepreneur, he has decades of progressive experience in all phases of lifecycle software development. Bob’s strength as a strategic planner focuses on networking and application evolution, assuring continued knowledge of trends and vendor partnerships. Prior to forming Skyware, Bob was a senior developer for Visual One/Agilysys and assisted support engineers in troubleshooting customer issues for resolving database performance and networking problems. Previously, Bob also launched an IT development company, KASS Systems, providing integrated technologies to meet the business requirements for small-to medium-sized businesses.
About Skyware Hospitality Solutions
Skyware Hospitality Solutions is the industry’s most innovative all-in-one hospitality technology platform trusted by leading independent hotels, resorts, RV parks, and multi-property groups. The company has reimagined the fragmented, complex legacy landscape into a visionary universe of modern, integrated solutions with limitless possibilities. With more than 30 years of hospitality technology experience, Skyware’s solutions are carefully curated to fit the unique needs of each property and built to respond flexibly to the demanding requirements of a fast-changing industry.
Built from the ground up to centralize and simplify operations, the end-to-end cloud-based PMS suite includes Online Booking Engine, POS, Sales and Catering, and Activity/Spa Scheduling. The easy-to-use system is up and running quickly and seamlessly, delivering a scalable, cost-effective solution that can work with or replace existing hotel systems and technology investments.
With deep industry knowledge and top-rated North American-based support, Skyware’s patented technology accelerates its customers' ambitions, whether to grow and transform or simply become more efficient, productive, and profitable.
Currently, over 200 unique hotel customers in over 5 countries look to Skyware for tools, technology, and world-class expert support. Founded in 2009, the privately held company is headquartered in Crestview, Florida. For more information, please visit skywaresystems.com.