Serve your customers better with SaaS
Excellent customer service is the bread and butter of the hospitality industry. Hotels, restaurants, event planners and more must all provide the best customer service in order to stay in business. With the hospitality industry growing, employees may be overworked, which leads to poor performance and quick turnover. This often equals unhappy customers, and unhappy customers don’t return to that business.
To complement employees in the hospitality industry, Software as a Service (SaaS) solutions can be added as a background employee who never sleeps or wants a break. SaaS solutions allow businesses to have access to up-to-date technology without having to host the technology on their premises. Usually, various SaaS is available on a subscription basis. Here are four types of SaaS that can improve your business’s overall customer service:
- Property Management System: Every hotel that allows customers to book rooms and every restaurant that allows customers to make reservations need to utilize a Property Management System. Smaller businesses can use paper calendars or manually enter into digital calendars, but this is time-consuming and not an option for larger operations. Many updated Property Management System software allows customers to reserve a table or room without interaction with the front desk employee. Everything is handled online and when the customer confirms the booking or reservation, the Property Management System automatically updates the business’s calendar. This allows the front desk employee more time to focus on other tasks, such as making adjustments to reservations, and provide better customer service for the people in the lobby.
- Revenue Management System: Every business in the hospitality industry wants to increase revenue. To do so, it can be tedious to sift through data, monitor competitor’s prices for changes and update prices across multiple channels when choosing to lower or increase rates for a specific period of time. Revenue Management Systems track rates constantly and automatically, and can alert you to a competitor’s new sale. To keep pace with competitors, you can instruct the Revenue Management System to lower the price on your product or service on every platform it’s listed, which saves your team time and hopefully increases revenue.
- Distribution Channel Manager: A Distribution Channel Manager is very similar to a Revenue Management System, but instead focuses on the promotions your business currently offers. If a customer reserved your last open table or room for the night, the Distribution Channel Manager updates this across all platforms so you do not become overbooked. This process is automated, saving your team time and a headache. No double bookings here.
- Review Management System: Don’t you hate finding a bad review online months after it was posted? It can be tricky to spot where your customers are posting about you, especially if it’s negative. A Revenue Management System application uses intelligent automation to find and compile content about your business from various platforms. You can either review the compiled content and respond personally, or have the application respond automatically and instantaneously for you, bringing the conversation off a public platform and to a private conversation, usually within a messaging application. This can save your business from a bad reputation all while allowing you to provide the best customer service in-person and online.
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