Front Desk Team
Your front desk team is in direct contact with your guests, so your job as the general manager is to do whatever you can to let them focus on creating meaningful moments.
1. Self-serve kiosks
Modern self-service kiosks are transforming the check-in and check-out process. These kiosks allow guests to handle routine tasks like upgrades, key issuance and bill payment with ease.
Benefits:
- Reduced wait times at the front desk
- Enhanced guest satisfaction with faster, frictionless experiences
- Frees up staff to focus on personalized interactions
- Boosts upsell revenue with one-tap purchases
2. Embedded payments
Embedded payment solutions make transactions seamless and secure, reducing the complexity of handling multiple payment methods.
Benefits:
- Faster payment processing
- Big time savings through automatic reconciliation
- Improved guest satisfaction due to convenience
- Reduced errors in transaction handling
3. Mobile devices
Cloud-native technology gives newfound freedom to front desk teams. Mobile devices and tablets allow staff to step out from behind the counter and interact directly with guests.
Benefits:
- More personalized service
- Increased guest interaction and satisfaction
- Staff can provide assistance without being tethered to a desk
4. AI Chatbots
AI-driven chatbots are available 24/7 to handle guest inquiries and requests, ensuring prompt responses and reducing the workload for front desk teams.
Benefits:
- Convenience for guests with round-the-clock support
- Quick, accurate responses to common questions
- Frees up staff for complex issues and more attentive service
5. Translation technology
Language barriers are no longer a concern with translation tools integrated into guest messaging tools. Top tip: check the data to see where most of your guests come from and prioritize the relevant languages.
Benefits:
- Clear communication with international guests
- Improved guest experience
- Increased accessibility for global travelers and a wider customer pool for you
Reservations, Revenue and Marketing Teams
These teams are key to maximizing revenue across your property and across the guest's journey. Empower them to optimize every reservation and interaction.
1. Reputation management tools
Online reputation management tools help monitor and respond to guest reviews, ensuring your hotel maintains a positive image. Positive reviews are increasingly important in the world of AI recommendations.
Benefits:
- Enhanced guest trust and loyalty
- Improved reputation across booking platforms and AI searches
- Insights into areas for operational improvement
2. Rate management and forecasting
Dynamic pricing and revenue forecasting software empower teams to make data-driven decisions for maximizing revenue.
Benefits:
- Optimized pricing for rooms (and any other space you sell)
- Improved occupancy rates
- Better strategic long-term planning
3. Event management
Event management software simplifies the planning and execution of meetings, incentives, conferences, and exhibitions (MICE).
Benefits:
- Streamlined event coordination
- Better guest experiences during events
- Increased revenue opportunities
4. CRM solution
A customer relationship management (CRM) solution is a powerful tool for your marketing team, turning guest data into meaningful action.
Benefits:
- Provide personalized guest experiences
- Boost revenue with relevant offers and upsells at key moments in the guest journey
- Improve staff efficiency and collaboration with automated guest data updates
Housekeeping Team
Cleanliness is usually number one the list of guest expectations for a hotel room. Give your housekeeping team the right tech tools, and they'll be able to shine.
1. Real-time PMS integration
Hotel housekeeping software integrated with your property management system (PMS) provides real-time updates on room statuses and task progress.
Benefits:
- Faster room turnover, which could lead to early check-in upselling
- Efficient communication between teams
- Improved operational transparency
2. Digital communication
A dedicated housekeeping app makes it much easier to ensure that everyone in your housekeeping staff (and your front desk team who rely on room updates) is on the same page.
Benefits:
- Improved task coordination, anywhere in the building
- Reduced errors in task assignments
- Enhanced teamwork improves staff morale
3. Mobile task management
Say goodbye to paper processes. Housekeeping apps allow for digital task assignments and tracking.
Benefits:
- Fewer errors and missed tasks
- Increased efficiency in daily operations
- Real-time updates for management and a digital trail for tasks
4. Automated scheduling
Automated tools help schedule and assign tasks efficiently, based on staff availability and workload.
Benefits:
- Optimized workforce management
- Reduced administrative workload
- Improved staff satisfaction
F&B Team
Restaurants, bars and cafes are a great source of additional revenue for any property. To maximize income, you need to empower your F&B servers and managers with modern solutions.
1. Integrated POS
A fully integrated point of sale (POS) ensures a seamless, modern experience, elevating service quality while streamlining processes for your F&B team.
Benefits:
- Smooth operations and fewer errors across departments
- Better data insights for decision-making
- Enhanced guest service with fast, embedded payments
2. Inventory Management
Inventory management tools help keep track of stock levels, with automated alerts for when you're running low.
Benefits:
- Reduced operational costs
- Prevents stock shortages
- Improved sustainability by reducing food waste
3. Digital ordering
Digital ordering options, including QR codes and apps, provide a convenient dining experience for guests who want this option.
Benefits:
- Convenient for guests who prefer to self-serve
- Increased order accuracy
- Faster order processing
- Busy staff require fewer trips to and from customers
4. Better tipping system
Tipping-enabled technology, such as digital tipping options during payment, helps staff earn more.
Benefits:
- Increased staff satisfaction and retention
- Higher motivation levels to provide excellent service
- Easier for guests to show their appreciation
Hiring and HR Teams
Looking after your teams isn't all on a general manager. The HR team plays a vital role in the health of a hotel and its employees.
1. Digital training
An online training platform can provide continually updated role-based learning that begins before staff arrive on site.
Benefits:
- Improved retention rates
- Faster onboarding as training can begin before staff arrive on site
- Access to a wider talent pool
2. Wellbeing program
Programs and tools that prioritize employee well-being can have a significant impact on productivity and morale – they don't even have to be digital (don't tell anyone we said that).
Benefits:
- Healthier, happier staff
- Reduced absenteeism
- A stronger sense of team loyalty
3. Security training
Cyber security should be top of mind for general managers as phishing continues to rise in hospitality. Protect your staff with regular best practice training. 10 ways to protect your hotel from phishing attempts.
Benefits:
- Reduced risk of data breaches
- Compliance with regulations
- Enhanced trust from staff and guests
Conclusion
Investing in the right technology is one of the most effective ways for general managers to support their teams. From front desk innovations to HR-focused solutions, technology empowers staff to work smarter, not harder.
By adopting these tools, you're not just improving day-to-day operations - you're creating an environment where your teams and guests can thrive. Curious to see some of the best tech options for forward-thinking hoteliers? Hotel Technology for General Managers is the guide for you.
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