Technology has changed the way companies operate over recent years, this includes the hotel industry, which has benefited from solutions and software, such as BPM or Business Process Management, to optimize their processes.
At TechTarget, they explain “Business process management (BPM) is a structured approach to improving the processes that organizations use to get work done, serve their customers, and generate business value. A business process is an activity or set of activities that helps achieve an organization's goals, such as increasing profits or promoting workforce diversity. BPM uses various methods to improve a business process by analyzing it, modeling how it works in different scenarios, implementing changes, monitoring the new process, and continually improving its ability to drive desired business results and outcomes.”
Adaptation of technology in the hotel industry
The hotel industry, partly including tourism and related companies, has adopted numerous technologies in its daily processes to increase productivity and have greater satisfaction among its users.
By the beginning of 2022, according to a study published by Statista, the main reasons why the hotel industry used technological services were: improving the experience of its guests, increasing profits, ensuring the future of the company, having a competitive advantage, saving money, and saving time.
This is quite a lucrative industry, Statista talks about this “In 2023, the global hotel market reached over US$4.7 trillion and was forecast to grow to around US$5.5 trillion in 2024.” EHL Insights also offers info about this issue "The projected growth of the global hospitality market is set to soar to a staggering $5,816.66 billion by 2027, with a remarkable compound annual growth rate (CAGR) of 5.5%."
Ways to implement BPM in the hotel industry
Business process management (BPM) solutions can be very beneficial to the hospitality industry, helping to optimize operations, improve efficiency, and improve customer satisfaction. These are some key areas where BPM solutions can be implemented in the hospitality industry:
- Reservation Management: BPM solutions can automate and streamline the reservation process, from initial reservation to confirmation. This includes managing room availability, processing reservations, sending confirmation emails, and updating inventory in real-time.
- Check-in and check-out processes: BPM can streamline check-in and check-out processes by automating key steps such as guest registration, room assignment, key issuance, and billing. This reduces wait times and improves guest satisfaction.
- Housekeeping Management: BPM solutions can optimize housekeeping operations by scheduling and prioritizing room cleaning based on occupancy, guest requests, and maintenance needs. You can also track the performance of housekeeping staff and monitor room status in real-time.
- Inventory and supply chain management: BPM can help manage inventory and supply chain processes, ensuring hotels have the necessary supplies and equipment on hand, minimizing waste, and reducing costs.
- Guest Service Requests: BPM solutions can centralize and automate guest service requests, allowing guests to make requests through multiple channels, such as mobile apps or in-room tablets. This streamlines communication with staff and ensures timely resolution of guest issues.
- Billing and Payment Processing: BPM solutions can automate billing and payment processing, including invoicing, payment collection, and reconciliation. This reduces errors and delays in the billing process and improves cash flow management.
- Customer Relationship Management (CRM): BPM solutions can integrate with CRM systems to manage guest profiles, preferences, and comments. This allows hotels to personalize guest experiences, anticipate their needs, and cultivate long-term relationships.
- Regulatory and Compliance Requirements: BPM solutions can help hotels ensure compliance with regulations and industry standards, such as data privacy laws and security standards. You can automate compliance tracking, documentation, and reporting processes.
Best BPMs for the hospitality industry
1. Oracle Hospitality
- Key Features: Streamlines hotel operations, including front desk, housekeeping, and food services. Integrates seamlessly with other Oracle solutions for finance and HR.
- Why It’s Ideal: Offers robust tools for managing large-scale hospitality operations, with a focus on efficiency and guest satisfaction.
2. Infor Hospitality
- Key Features: Provides comprehensive solutions for managing reservations, property management, and customer relations. Highly customizable and scalable.
- Why It’s Ideal: Designed specifically for hospitality, it helps businesses optimize every aspect of their operations from guest experience to back-office processes.
3. SAP S/4HANA for Hospitality
- Key Features: Integrates finance, supply chain, and human resources with operational processes, offering real-time insights and automation.
- Why It’s Ideal: Supports large hotels and chains with its powerful analytics and process automation capabilities, enhancing decision-making and operational efficiency.
4. Mews
- Key Features: Cloud-based property management system with integrated payment solutions, booking engine, and guest management tools.
- Why It’s Ideal: Modern and user-friendly, it’s particularly suited for small to medium-sized hotels looking for agile and scalable solutions.
5. HotSOS (Amadeus)
- Key Features: Focuses on hotel operations, including housekeeping, maintenance, and service requests, with mobile capabilities for on-the-go management.
- Why It’s Ideal: Enhances guest experience by ensuring timely and efficient service delivery, crucial for maintaining high service standards.
These BPMS solutions are well-suited to the unique needs of the hospitality industry, helping to streamline operations, improve guest experiences, and increase overall efficiency.
When selecting a BPM solution for the hospitality industry, it is essential to consider factors such as scalability, flexibility, integration capabilities, and ease of use. Customizing the BPM solution to align with the hotel's specific needs and processes can maximize its effectiveness.
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