Automation's Influence on Booking, Guest Services, and Operations In Hospitality

These days, hotel guests demand a seamless booking experience and top-class customer service. One of the most effective ways of meeting these expectations is integrating robotic process automation (RPA) into your business. Keep reading to learn more.

In this article, we’ll outline how Robotic Process Automation (RPA) can benefit the hospitality industry through streamlined operations and an enhanced customer experience. 



Streamlining Reservations

The reservations process is one of the most important aspects of any hospitality business. After all, no hotel, guesthouse or B&B can function successfully without a steady stream of guests. RPA bots can use set rules to fully automate reservation procedures, making the process quick, easy, and glitch-free.

RPA digital workers can also be programmed to facilitate contactless booking. Moving the booking process online will allow staff to focus on welcoming guests and helping them during their stay. 

Another way robotic process automation bots can streamline the reservations process is by carrying out pre-arrival checks. This can include taking deposits – or even full payment - for pre-booked rooms prior to arrival. Doing this admin before your guests arrive will ensure the check-in process goes smoothly on the day and your guests are able to start enjoying their holiday as quickly as possible.

Hotel Task Management

Whatever the size of your hotel, there’s always a long list of jobs that need taking care of. From cleaning rooms and making beds, to repairing damaged items and ensuring the premises always looks its best, a day in the life of a hotel is never dull.

Robotic process automation bots can be used to automate task management and make the process more efficient. A hotel job management system run by RPA would enable staff to receive tasks automatically and then approve them to show they’ve been taken care of. If there’s an issue with a job, the employee can notify management quickly and easily via an app.

Customer Service

Integrating RPA into your business will allow you to use custom RPA and chatbot solutions, reducing the effort for customer service. This will give your guests quick answers to their queries and take the strain off your human customer service team.

Behind the Scenes

As well as helping streamline customer-facing processes, RPA can be used to make your business more efficient behind the scenes. For example, you can use it to automatically calculate the commission that’s due to third-party booking providers. If there are mismatches in these calculations, RPA can automate the reconciliation process to ensure your balance sheets add up perfectly.

Other jobs well-suited to RPA include invoicing for guests for B2B stays and dynamic rate management across booking platforms.

The UK hotel industry is constantly evolving. Integrating RPA into your organisation now will enable your business to handle the reality of modern hotel bookings. To learn more, and find out how RPA as a service could help your business, get in touch with a member of our expert team today.

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For more information on our RPA solutions for hospitality, please get in touch with Cevitr to arrange a free, no-obligation consultation.

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