Monthly Archives: November 2012

As a good host, we don’t want to keep guests waiting, whether in the restaurant, at the lift or – especially – at check-in. The whole check-in process should be completed in a manner of minutes, at which point the guest should have the key, their room number and any additional information pertinent to their stay. If, however, the front desk employee is too busy with the PMS system, this not only increases the duration of the check-in process but reduces the possibility of good communication with the guest as well as the opportunity to sell an upgrade or additional hotel services.

Ideal preparation and processes at the front desk is the way to go. Some processes can be improved through the implementation of modern technology. But sometimes a few simple tips that you can almost certainly do with your existing technology can reduce waiting time and improve communication with the guest.

Tip 1: Pre-assign of Room NumbersFive ways to speed up check-in

During the night shift or the morning shift, assign most of the rooms for the expected arrivals that day. This way you are more likely to fulfill any special requirements of your guests, thus reducing check-in time and increasing guest satisfaction at the same time.

Tip 2: Pre-code keys and prepare registration forms

When pre-assigning rooms you can also pre-code the keys and print the registration forms so that the guest only needs to sign and fill out any missing information. Make sure that the registration forms are pre-filled out with all relevant data, even if the booking came from a third party. Again, this is not just a time-saver, it’s a good service for the guest as well.

Tip 3: Pre-paid Rates

Consider offering pre-paid rates. This means you may not even have to check the credit card number of the guest upon arrival. The guest may still need to sign the registration form and collect the key, but that’s about all.

Tip 4: Early check-in

The „night-before check-in“ is already common practice in the airline industry. But it can work for hotels too. Assuming the rate is pre-paid, you can generate the key and the registration form in advance and hand it to the guest even prior to arrival, for example on the airport shuttle or group tour bus.

Tip 5: Establish and follow standards at the front desk

Define exactly what information you want to provide your guests at check-in and train the front desk staff to provide this information to every guest. On one hand, nobody wants robots at the reception reciting scripts. However, a clear structure gives the employees confidence and enables a consistent check-in process as the employees don’t need to reinvent the wheel with each arriving guest.


For years, hotel management has been reading reports, either as on-screen reports, printouts or in PDF format. These reports, sometimes called operational reports, list reports or flat reports are generated and distributed daily, weekly or monthly providing staff with the same information on a regular basis.

This probably worked fine at first, but inevitably a few problems emerged. Whenever the hotel management wanted to change or add a report, they would usually have to go back to their software vendor and buy additional services to get a new or modified report.  Some hotels would hire an IT expert who is familiar with the complex report generators in use by many hotel software vendors. Others would export the data to excel and reformat the data there in order to get to the information they required. All these are time-consuming or expensive tasks. The question at the end remains: is the hotel getting the right information in order to help make decisions? Are these flat reports providing real insight on the business?

Standard reports can provide all sorts of data – probably too much data – about WHAT happened. But the more interesting question is WHY is it happening? Why did sales increase rapidly in April? Why are the numbers of repeat guests diminishing? Why are guests from the Middle East booking one instead of two months in advance? Why did guest satisfaction decrease for those guests who stayed over the weekend?

This is why business intelligence was born.

The fundamental difference between standard reporting and business intelligence is the ability to interact with the data – to perform multi-dimensional analysis that provides meaningful “business intelligence” that supports decisions and strategy. The main commercial benefit this provides to hotels is SPEED TO ACT – to identify and respond to changes in the market, economic, competitive, and financial environment. This agility can become a unique competitive advantage as hotels and chains of all sizes struggle to compete in a constantly changing market

Most PMS, CRS or other hotel management products include a set of hard-coded reports. Some, such as the hetras Hotel Management, have gone beyond this and include a business intelligence facility that lets hoteliers create, modify, manipulate, compare and view data and statistics in real time, helping answer the WHY questions.

Here are just a few of the benefits of business intelligence compared to standard reporting:

  • Multi-property data selection and analysis
  • Multi-dimensional data handling
  • Graphical elements with various display options (pie chart, cross-tab, …)
  • Analysis of hotel specific key figures (ADR, APR, RevPAR, RevPOR, …)
  • Forecasting and trend analysis
  • Proactive strategies instead of retroactive reporting
  • Included CRM functionalities with cross-selling options
  • Multiple export options (Excel, PDF, …)
  • Automated report sending with night audit procedure and built in report storage on FTP server
  • Real time data availability (no waiting for data upload or nightly exports)
  • User definable reporting
  • Month-to-date and Year-to-date comparison models
  • Fully web-based user interface

Here are just some examples of the types of questions that a Business Intelligence system can help answer:

  • How many reservations/room nights did I enter in August 2010 for Christmas 2010, compared to the number of reservations entered in August 2011 for Christmas 2011?
  • How much revenue did we generate out of the above?
  • Revenue and occupancy comparison between hotels.
  • Market segment statistic by channel code
  • At what time of the day do we generate which revenue? This could be the basis for promotions.
  • Reservation lead time per country of origin
  • Reservation lead time per booking channel
  • Which/how many guests stayed in more than X hotels in the group or chain?
%d bloggers like this: