They say that the first impression is the last impression.
For hotels (or the hospitality industry in general), this statement rings exceptionally true. Hotel front desks are the very first point of contact for customers, and a bad experience at this point can leave a long-lasting impression that will likely color their overall experience even if they get the best of facilities later.
Imagine this: an exhausted traveller walks into a hotel to find his bookings mixed up by the front desk staff and experiences a subsequent delay in getting another room. This experience is likely to be carried over during the rest of the stay even if the hotel staff tries to make up later.
A front desk software tool can help in preventing such scenarios. It can help front desk staff perform their duties competently and swiftly.
To help hotel owners pick the right front desk software, we have curated this guide with all the necessary information about the software.
Here is what we will cover:
What is hotel front desk software?
Hotel front desk software is a solution that enables hotel staff to manage all front desk functions from a single platform. They can manage functions such as online and offline reservations, check-ins and check-outs, rate lists, communications, etc.
The software helps users avoid manual errors while performing tasks and also prevents duplicate entries during reservations and bookings.
Overview of room allotments in eZee Absolute
Common features of hotel front desk software
Know the features offered by hotel front desk software in detail before you invest in one. Weigh them against your needs and proceed to purchase accordingly.
|Reservation and bookings management
||Allow users to add or update bookings from different channels. They can process deposits and also check real-time reservation status to get an overview of all bookings.
|Check-in and check-out management
||Allow the front desk staff to process customer check-ins and check-outs from a single tool.
|Guest ID registration
||Let users upload guest ID documents into the system. IDs saved in the database can be retrieved at a later time for processing booking requests from repeat customers.
||Facilitate interactions between front desk staff and customers over multiple channels. The staff can send notifications about reservations, cancellations, check-ins, check-outs, etc. to guests using the software.
||Give the front desk staff seamless access to real-time pricing information as well as the ability to create and update prices based on the season. They can also create promotional codes, custom packages, and provide rates with automatic tax calculations.
||Provide automatic notifications to the staff about late arrivals, overstays, pending/modified bookings, cancellations, etc.
|Allow housekeeping staff to input updates about a room and its supplies (for instance, the use of minibar). These details help the front desk staff process check-outs and be updated on the room’s availability for the next reservation.
||Assign staff members to different duties and shifts. Administrators can manage and supervise assigned tasks using the software.
|Reporting and analytics
||Provide users with reports on payment delays, sales, revenue, occupancy levels, inventory details, and more to help them improve profitability.
What type of buyer are you?
Typically, there are two kinds of hotel front desk software buyers. Understanding the concerns of these two buyer groups will help you invest wisely in the software that aptly addresses your needs.
- Single establishment owners: If you own a single-location establishment, you need a software tool that offers basic features such as reservation management, housekeeping management, rate management, and check-in and check-out management.
- Multi-location hotel owners: If you own establishments at multiple locations or a hotel chain, you need a software solution that goes beyond the basic features. You would need advanced features such as reporting and analytics, multi-property management, and audit trails.
Benefits of hotel front desk software
Having a hotel front desk software tool has the following benefits:
- Improves customer handling time: Hotel front desk software lets users handle customer check-ins, check-outs, and reservations swiftly. They are able to prevent errors and duplicate entries.
- Boosts visibility: The front desk staff gets an upfront status of rooms (vacant, clean, occupied, reserved, etc.), staff responsibilities, and shift assignments from a single dashboard. This helps in better management of tasks, thereby improving customer satisfaction.
It’s important to consider the following factors when you are looking to invest in a hotel front desk software solution:
Ease of use: A hotel front desk tool must boost the efficiency of front desk staff, not increase their administrative burden. Therefore, the software must be easy to use to prevent the front desk staff from struggling while performing their duties. A free trial or demo of the potential purchase is a good way to gauge this factor.
Customer support: Every software has the potential to malfunction at some point during its life cycle. This can severely impact front desk operations once the staff starts relying on the software for all associated tasks. To avoid issues after implementation, ask the vendor about the level of customer support available and negotiate service level agreements.
Note: The applications selected in this article are examples to show a feature in context and are not intended as endorsements or recommendations. They have been obtained from sources believed to be reliable at the time of publication.