Guests have never had more opinions, or more platforms available to amplify those opinions, than they do today. Travelers use review sites and ratings to choose which hotels to stay in, and that can have a real impact on a hotel’s bottom line. The key to exceeding guest expectations is ensuring that the many moving parts in a hotel are connected seamlessly.

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Disconnected tools create disconnected processes and people

How many different tools does the standard hospitality staff use to collaborate across a property? Many hotels still rely on manual communications, like clipboards, sticky notes and walkie-talkies, to communicate across shift changes and locations. Each of these methods, however, brings with it the opportunity for a communications failure that can leave your guest experience lacking. And this isn’t restricted to low-tech tools. Even having a phone system not fully integrated into a PMS system, for example, can lead to missed connections.

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Better guest experiences mean better ratings (and more revenue, too)

Closing the gap on missed opportunities gives your staff the ability to preempt guest issues even before guests arrive on the property. Positive guest reviews do more than just secure your current revenue – they can also lead to an increase in your average daily rate (ADR). According to Cornell University,1 a one-star increase in online reviews can justify a hotel in raising their ADR by up to 11.2 percent.