How Increasing Operational Efficiencies Drives Employee and Guest Satisfaction
guest satisfaction.png

Every company strives for improved efficiency every day. This is especially true in the hospitality industry, where operations run 24/7. Management and staff are under enormous pressure to be efficient. So, how can a hotel boost employee satisfaction and productivity, while also keeping guest satisfaction top-of-mind? The answer is integrated automation.

When you think of automation, you may think of automated check-in or the rapid growth of in-room automation. However, I’m referring to automation of critical HR operations across an organization that can only be achieved by integrating previously fragmented systems, so they effectively communicate with each other.

Legacy Systems: Inherited Dysfunction
In a climate of accelerated change, takeovers and M&A activity, legacy systems are often a hurdle for hoteliers seeking efficiency. Typically, these systems were built with a single purpose, which today isolates them from other important systems. In many cases, a hotelier may use one system for time management or point of sale (POS) and has to switch over to another system and re-enter information into a human resources information system (HRIS). Although these systems execute their respective functions, they don’t share information because they are not integrated. It’s a highly inefficient yet very common scenario.

Managers spend vast amounts of time re-entering data and reconciling information from multiple systems, and in the end, there is still no single version of the truth.

When it comes to improving efficiency, while also improving employee satisfaction and the guest experience, integrating the timekeeping, labor management, general ledger (GL) and the HRIS can achieve powerful results. This approach to integrated automation unburdens managers, giving them more time to focus on the employee training and development necessary to deliver an outstanding guest experience every time.

System One: Timekeeping or Point of Sale Systems (POS)
Integrating the timekeeping/POS system with the HR/payroll system relieves managers of the time-consuming tasks of entering data twice and reconciling data from one system to the other. Further integration with industry specific labor management systems provide valuable metrics to improve efficiencies. In addition to the time savings, managers are equipped to plan and make decisions based on a single, accurate set of numbers.

System Two: General Ledger (GL)
Time is money, and hoteliers need technology that fully supports financial and operational efficiencies. When payroll and labor costs are fully integrated with the GL system, financial management needs are fully reinforced. The finance team has all of this information in one platform, which dramatically improves reporting. This allows less room for error, more time for effective management and increased focus on the guest experience.

System Three: Human Resources Information Systems (HRIS)
Hoteliers oversee many tasks, from operations to administration, managing a large staff, and assuring guests satisfaction. An HRIS that is integrated with other business systems can lift a huge burden off of your team while improving data output on the back end. Systems that eliminate all manual entry,
employment paperwork and manual (spreadsheet) tracking greatly reduce employer risk and keep managers focused on employee development and important operational responsibilities which enhance guest satisfaction.

Satisfaction for Employees and Guests
Happy employees deliver services that assure guest satisfaction; that core concept is essential to a hotel’s success. When hotels equip their HR team with integrated HR systems, these critical employees are able to do what they do best – develop their team members and build employee culture to consistently exceed guests’ expectations.

In an industry where turnover can be high and good managers are in constant demand, an investment in integration and automation can save more than time and money. It can save irreplaceable talent.

Bob Adams is a Hotel Management and Hospitality Practice Leader at Adams Keegan