On productivity and quality
Discover more from The Perspective
On productivity and quality
The internet was supposed to boost productivity. It hasn't. Where can hotels find productivity gains? Plus, Aphy's E20x award nomination at HITEC and Alex's hot links that you won't want to miss!
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Hotel tech: help, hindrance, or are we just not using it right?
Productivity is at an all-time low, particularly in the Global North. Sounds odd? Michael Simmons, best-selling author and serial entrepreneur, explains why in his article: We’re in a productivity crisis, according to 52 years of data. Things could get really bad. And it’s not just the global economy feeling the pinch, the hotel industry is too.
Hospitality tech – from self-check-in kiosks to revenue management systems – was supposed to revolutionise productivity. The reality? Hoteliers are more reliant on these systems and teams feel tied to their computer screens.
Typically, the industry measures growth through RevPAR (Revenue Per Available Room) and ADR (Average Daily Rate) – both are influenced by quality ratings and market conditions. Hotel managers are experts at navigating marketing conditions to stay competitive. After all, every destination has a limited, daily number of travelers who need a room. Hotels are just trying to get their fair share of the demand.
Counter-intuitively, we believe hotels have more control over improving quality ratings, but this is harder to measure. When numerous initiatives are taken to improve the guest experience, they lead to an increase of RevPAR and ADR, regardless of market conditions. Look at how booking.com ratings impact their rates.
The answer? Healthy, attentive hotel teams who have the time to help guests. Any tech used in hospitality should support this objective, not hinder it. Once hotel managers have a skilled, qualified and friendly team, they should focus on keeping them happy. After all, happy guests start with happy employees. Lindsey Witt, Chief Product and Design Officer at Headspace, shares the importance of prioritizing employee wellbeing on an IDEO U podcast, How to Build a Culture of Customer Centricity. Wellbeing is more than perks and healthcare coverage. For example, it’s creating safe, supportive environments where employees can be themselves. By investing in their team, hotel managers will drive growth. Their team will feel valued and motivated to give guests the best customer service.
Tech isn’t all bad though. It’s about finding a balance – and switching screen-time to face-time by automating repetitive jobs. Automation technology will take care of processing invoices, flagging unpaid bills, fraudulent credit cards, and all the menial, time-consuming tasks your team would spend hours doing. Automation = time available for guests = better customer experiences & higher ratings (and rates!). It’s that simple.
Agree? Disagree? We’d love to hear your thoughts – leave a comment below.
Catch us live
HITEC Toronto: 26–29 June
Canada is calling! Team Aphy is flying to the Great White North for the world’s largest (and oldest) hospitality tech conference. Meet us at booth #D1 in the Innovation Hub and we’ll share how automation tech is transforming hospitality.
Bavel Travel Summit: 31 May & 1 June
Aphy will be at the Bavel Travel Summit in Sitges (Barcelona), connecting with existing partners and making new ones to continue the improvement of our industry together.
Office Hours: 7 & 14 June
Tired of Zoom meetings? Us too! On the 7 & 14 June, Pedro will host ‘Office Hours’ in sunny Barcelona at the Seventy Barcelona from 10:00 am to 5:00 pm. See you there?
This issue Alex recommends:
📻 June soundtrack: My Analog Journal ft. Mokomizik Records
YouTube channel, My Analog Journal, presents another sweet set from Elise and Hvar – the brains behind music-label Mokomizik Records. The Copenhagen-based vinyl collectors have a treasure trove of underground music from around the world. Think: 70s Caribbean disco, Calypso-Latin jazz, soul and funk. Click the link – you’ll thank us later!
🍀 Must see: The Struggle of Success
Success, failure, perspiration, luck – it’s all talked about in this episode of YouTube channel, The Spirited Man. Its curator and host, Van Neistat meets designer hat-maker, Nick Fouquet, to clear up a few myths about being innovative and starting a business.
🛎️ Hotel opening: La Fantaisie
As if Paris wasn’t enchanting enough, it now has its very own Garden of Eden – La Fantaisie. The 5-star hotel is a botanical dreamland with lush greenery weaving throughout the cafe, restaurant, rooftop bar and spa. Très magnifique! Doors open 15 June.