Maestro PMS

Host Michelle Mooney spoke with Warren Dehan, President of Maestro PMS, and Tucker Lightsey, VP of Product at American Kiosks, on how self-service automation can be the key to success. They discussed:

1. A continued staffing shortage post-pandemic

2. The benefits of Kiosk to businesses

3. How Kiosks, a self-service automation technology can be implemented

Many industries are experiencing staffing shortages post-pandemic; hospital and hotel businesses were not excluded from this downtrend. According to a survey by the ALHA, 97% of hotels have staffing issues, while 49% have severe staffing issues. 

Due to decline in the employment pool, filling vacancies has become challenging. Therefore, there is a need to embrace self-service technology for its automation ability. Managers are turning to self-service tools to ensure customer experience remains positive.

Kiosks is a perfect example of a self-service technology that managers can use for the smooth running of operations. According to Lightsey, “The kiosks’ technology has double benefits- a solution to the staffing issue, it is always available to fill that staffing gap, and adding value customer experience.”

With self-service, customers can do almost anything from their smartphones. Since their data is already in a hotel system during pre-registration, they spend a lesser amount of time interacting with personnel when they arrive at the facility. A long queue at the front desk can negatively affect the customer experience. Therefore, one of the use cases of kiosks is complete automation of the front desk; a self-service solution where there is a virtual concierge doing all the tasks. 

Many managers are adopting the self-service automation for several reasons. The first reason is the obvious labor shortage. However, another reason is due to the customer expectations.

“I think this technology allows you to serve all the guests on their terms. If they want to use the technology because it is easier for them or they prefer it; they can. Nevertheless, if they require human interaction, they will also get it. Regardless, the self-service technology reduces the load on the front desk, and the long lines and certainly helps with guest experience,” explained Dehan.   

“The kiosks’ technology is not directed towards replacing staff. Instead, it is about complementing such that your productivity is maximized and the customers are happy,” added Lightsey.

The first step to utilizing the self-service technology is to identify the required use case. Afterward, Kiosks can create a customized solution for the business such that managers can achieve their set goals. 

“Regardless of how great this automation is, it is still a new technology. Therefore, whether it is implemented in the area of mobile check-in, mobile checkout, or mobile pre-registration, the guests have to be educated so they can effectively utilize it,” noted Dehan.

The growing role of technology in the hospitality industry means it is more crucial than ever to properly budget technology investments for 2023. Thomas Small, Global Enterprise Sales Director at Silverware POS, and Warren Dehan, President of Maestro PMS, property management software, spoke with Michele Dawn Mooney about the technology investments hospitality businesses should make in 2023.

“Technology has been a part of the hospitality industry for a long time,” Dehan said. “But the adoption, and the pace in which things have changed over the last two to five years, we’ve seen tremendous pace in introducing technologies that bring the user experience to the guest.”

And that expectation is driven by guests and fuels technology innovation in the hospitality space. “Guests want that same interaction, that same level of interface with the hotels,” Dehan said of a guest’s desire to utilize their phones with the services of a hotel or restaurant. “Not everyone wants to go to a front desk; not everyone wants to call for a reservation. They just want to do it on their device.”

Small said that having the right technology for today’s restaurants means the difference between success and failure. “We’re in an industry with a high failure rate, and technology is key to handling that challenge.”

Small said mobile ordering is one technology solution vital in today's restaurant industry. "Give your guests the ability to place their own orders, adjust their orders, and track them all from their mobile devices. Regarding integration in hotel environments, being able to check what your charges are to a POS system without engaging hotel staff. And something important regarding integration with other systems is more seamless integrations like we have with Maestro. That's key: when you have several different tools, how well do they talk to each other, and can you present to your staff, business, and guests a cohesive digital ecosystem?”