The hospitality industry has changed a lot over the years. Labor shortages, rising guest expectations, and tightening budgets are the new norm. We’ve spent a lot of time thinking about how technology can help solve these challenges. And while technology won’t fix everything, it can go a long way in making operations run smoother and guests happier.
I was speaking with Mike Everett, EVP of Coral Tree Hospitality, recently, and he put it perfectly: “The pandemic was an accelerant to where we were going to end up anyway.” I couldn’t agree more. Hospitality has always been slow to adopt new tech, but the pandemic pushed us to move faster. We had no choice. Mike’s right—it’s been painful, but in a good way. It’s forced the industry to find new solutions to problems we’ve been facing for years.
Doing More With Less
One of the biggest challenges we hear about is staffing. How do you do 100% of the work with 85% of the people? The answer is: you don’t. Not without some help, at least. That’s where technology comes in.
Take Mike’s example at one of his resorts. They implemented a call-answering service, and in just one month, it handled over 6,000 calls. Simple, transactional requests like, “What time does the restaurant open?” or “Can I get towels sent to my room?” Using technology to handle these tasks saves time and money. It frees up staff to focus on more important things, like delivering great guest experiences.
At Unifocus, we see this as a win-win. Guests get the answers they need quickly, and staff can spend more time interacting with guests in meaningful ways. Plus, you reduce the chances of things slipping through the cracks.
Flexibility for Employees
Another area where technology can really make a difference is in workforce management. Employees today need flexibility. We’ve all got busy lives, and sometimes you just need to swap a shift or take a day off without jumping through hoops. That’s why we built a scheduling system that gives employees control over their schedules. No more running to the manager every time someone needs to trade shifts or pick up extra hours. It’s all right there in the app.
This doesn’t just help employees. It helps managers, too. They’re not bogged down with small requests and can focus on running the property. It’s about putting the right people in the right places to deliver great service.
Mike mentioned this as well: “We’re looking for personality first now. If someone wants to interact with guests, we find a role that fits them. If they prefer to work behind the scenes, we find a place for that, too.” It’s not about finding someone who checks all the boxes from day one. It’s about finding the right fit and giving them the tools to succeed.
AI Won’t Replace People—It Will Help Them
There’s a lot of talk about AI right now, and yes, it’s going to change a lot of things. But one thing I’m confident about: AI won’t replace people in hospitality. It’s just not that kind of industry. Hospitality is about human connections. AI can’t replace that. What it can do is make life easier for employees and improve the guest experience.
Mike and I agree on this: technology should support hospitality, not take away the personal touch. “We want technology to handle the transactional parts of the guest experience so our staff can focus on what really matters,” he said, and he’s right. Guests want to feel cared for, and you can’t replace that with a machine. But you can use tech to take the pressure off your team and let them do what they do best: create memorable experiences.
The Future of Hospitality
As we look ahead, it’s clear that technology will continue to play a bigger role in hospitality. We’ve all had to adjust to new ways of working, but that doesn’t mean we lose the heart of what makes this industry special. It’s still about people. Technology just helps us get there more efficiently.
Mike put it best: “When we solve the people issue, we solve the guest satisfaction issue.” That’s where the industry is headed, and I’m excited to see how technology will continue to help us improve both employee and guest experiences.
If you’ve been dealing with labor shortages or struggling to keep up with guest expectations, you’re not alone. Technology might not have all the answers, but it can make a real difference. I hope this gave you some things to think about.
Let’s keep the conversation going. If you’re attending the Lodging Conference, come by the Unifocus booth—we’d love to chat. Or feel free to connect with me through the conference app. And don’t miss our next LinkedIn Live with Glenn on November 6, 2024. See you there!
About Unifocus
Unifocus is a global leader in workforce management technology, serving properties in 68 countries and 31 languages. Designed for hotels, Unifocus boosts hotel performance with intelligent analytics that automate labor budgeting and forecasting, delivering precise staffing levels and workloads by streamlining Planning & Scheduling, Time & Attendance, and Operations Management tools. Employees love the mobile app for seamless communication, with features like effortless shift swaps using the award-winning Shift Genius, and real-time prioritization of guest requests, housekeeping and maintenance tasks. Operational efficiency is accelerated with compliance alerts that allow managers to focus on what truly matters: maximizing guest satisfaction and fostering a productive, engaged workforce. Discover the future of hotel operations with Unifocus. Visit Unifocus.com today.
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