The hospitality industry in 2025 continues to face a persistent labor shortage, impacting service quality, operational stability, and guest satisfaction. Despite a rebound in travel demand, hotels are struggling to recruit and retain enough skilled staff to meet operational needs. According to the American Hotel & Lodging Association (AHLA), while the industry has reinstated more than 467,000 direct jobs over the past four years, hotel employment remains nearly 10% below pre-pandemic levels. Understanding the root causes, the impact of seasonal peaks, and implementing effective management and technology strategies is crucial for hotels to thrive in this challenging environment.

Current State of Hospitality Labor in 2025

The numbers tell a compelling story about the ongoing labor crisis in hospitality:

• 65% of surveyed hotels report staffing shortages as of early 2025, with 9% describing themselves as “severely understaffed”
• 71% of hotels have job openings they cannot fill despite active recruitment efforts
• On average, hotels are trying to fill 6-7 open positions per property
• Housekeeping (38%) and front desk roles (26%) are the most difficult positions to fill, followed by culinary (14%) and maintenance roles (13%)
• The industry has the highest quit rate of any sector, with 4% of workers leaving their jobs every month
• In January 2024 alone, the industry lost 781,000 workers but hired 1.05 million new employees, indicating a constant cycle of replacement rather than growth

Root Causes of the Hospitality Labor Shortage

The labor shortage in hospitality stems from multiple interconnected factors that have intensified since the pandemic:

Demographic Shifts and Changing Workforce Preferences

Younger generations are increasingly seeking flexible work arrangements and remote opportunities, making traditional hospitality roles less attractive. The industry’s reputation for demanding schedules, weekend and holiday work, and limited work-life balance has deterred many potential employees who prioritize flexibility and personal time.

Burnout and High Turnover

The hospitality industry has the highest quit rate of any sector, with 4% of workers leaving their jobs monthly. Long hours, physically demanding work, and high-stress environments contribute to burnout, especially when properties are understaffed. This creates a vicious cycle: shortages lead to overworked staff, which increases turnover, further exacerbating shortages.

Skills Gap and Training Challenges

From culinary expertise to guest service skills, hospitality requires specialized knowledge that takes time to develop. Many potential workers lack these skills, and training programs have not kept pace with industry needs. Additionally, the loss of experienced staff during the pandemic created a knowledge gap that continues to affect service quality and operational efficiency.

Economic Factors and Wage Competition

While hotels have increased wages (total compensation in U.S. hotels is expected to rise by 2.13% in 2025, reflecting a 25.6% increase compared to 2019), they still face fierce competition from other industries offering comparable or better pay with less demanding schedules. The national unemployment rate of 3.9% means competition for talent is intense across all sectors.

Seasonal Labor Shortage: The High Season Challenge

Seasonality adds another layer of complexity to the hospitality labor shortage. During peak travel periods-such as holidays, summer vacations, and major events-hotels must rapidly scale their workforce to meet surging demand.

The Seasonal Staffing Dilemma

Seasonal positions present unique challenges: they’re temporary, often offer limited benefits, and require quick onboarding and training. The rush to hire and train seasonal staff can lead to inconsistent service quality and high turnover. When hotels are understaffed during high season, guest satisfaction suffers due to longer wait times, service delays, and overworked employees who struggle to maintain service standards.

Effective Seasonal Workforce Planning

Forward-thinking hotels are addressing seasonal challenges through proactive workforce planning and forecasting. By analyzing historical data, occupancy rates, and event calendars, they can predict peak periods and develop targeted staffing strategies. Building relationships with educational institutions and creating a pool of returning seasonal talent helps ensure consistent service quality even during the busiest times.

Cross-Training for Flexibility

Cross-training employees across multiple roles and departments enhances flexibility during peak periods. With versatile skills, staff can be deployed where they’re needed most, optimizing the workforce and responding to changing demands. This approach not only addresses seasonal shortages but also provides employees with valuable learning opportunities and career development.

How Hotels Are Managing Labor in 2025

To address these challenges, hotels are implementing innovative approaches to recruitment, retention, and workforce management:

Competitive Compensation and Benefits

According to AHLA data, 47% of hotels report offering higher wages as their primary strategy for attracting and retaining workers. Beyond base pay, hotels are expanding benefits packages to include healthcare, retirement plans, educational assistance, and employee discounts. Some properties are also offering sign-on and retention bonuses to secure talent in critical roles.

Flexible Scheduling and Work-Life Balance

Approximately 20% of surveyed hotels are offering flexible working hours to attract and retain staff. This includes implementing more predictable schedules, allowing shift swapping, and creating part-time positions that accommodate personal commitments. By addressing work-life balance concerns, hotels can appeal to a broader talent pool, including students, parents, and semi-retired individuals.

Career Development and Internal Mobility

A strong majority (72%) of hoteliers believe that career opportunities in hospitality are better than ever or at the same levels since the pandemic. Leading hotels are investing in clear career pathways, mentorship programs, and professional development to retain talent for the long term. By showing employees a vision for growth within the organization, hotels can reduce turnover and build a more stable workforce.

Targeted Recruitment Strategies

Hotels are diversifying their recruitment approaches, with 9% participating in job fairs and advertising. Some are partnering with hospitality schools, offering internships, and creating apprenticeship programs to develop a pipeline of qualified candidates. Others are tapping into non-traditional labor pools, including retirees, veterans, and international workers, to fill critical roles.

Technology Solutions: AI, Automation, and Self-Service

Technology is playing a central role in helping hotels do more with less. In 2025, the adoption of smart hotel tech is accelerating, reducing dependency on manual labor and streamlining operations:

Self-Service Kiosks and Mobile Check-In

Self-service technology has become essential in addressing staffing shortages. Mobile check-in/out, digital room keys, and self-service operates 24/7, reducing front desk workload by up to 40%. According to industry data, nearly 80% of travelers now prefer fully automated front desks, and over half expect contactless check-in and checkout as a permanent feature.

AI-Powered Guest Communication

AI-driven chatbots and virtual assistants handle routine guest inquiries 24/7, reducing the burden on front desk staff. These systems can answer common questions, process service requests, and provide local recommendations without human intervention. Advanced AI solutions can even personalize responses based on guest history and preferences, enhancing the customer experience while optimizing staff resources.

Automated Housekeeping Management

With housekeeping being the most challenging department to staff (38% of hotels report shortages), automation tools are helping optimize cleaning operations. Smart room management systems prioritize rooms based on guest needs, track cleaning progress in real-time, and ensure quality standards are maintained. Some hotels are also investing in robotic vacuum cleaners and other automated cleaning equipment to support housekeeping teams.

Workforce Management and Scheduling Software

AI-driven scheduling tools optimize staff deployment based on forecasted demand, employee preferences, and skill sets. These systems reduce labor costs by ensuring appropriate staffing levels while improving employee satisfaction through more predictable schedules. Mobile-friendly platforms allow staff to view schedules, swap shifts, and request time off from their smartphones, enhancing work-life balance.

Channel Management and Revenue Optimization

Automated distribution channel managers synchronize rates and inventory across all booking platforms, eliminating the need for manual updates and preventing overbookings. AI-powered revenue management systems analyze market data, competitor pricing, and demand patterns to optimize rates in real-time, maximizing revenue without requiring additional sales staff.

Read more: Vision 2030: Future-proofing Hospitality Businesses

Striking the Balance: Technology and the Human Touch

While automation and AI are helping hotels operate efficiently with fewer staff, the human element remains essential to hospitality. The most successful hotels in 2025 are those that use technology strategically to enhance rather than replace the guest experience:

Augmenting Staff Capabilities

Technology should empower staff to deliver exceptional service by handling routine tasks and providing real-time information. When front desk agents are freed from processing check-ins and answering basic questions, they can focus on creating memorable moments and solving complex guest issues that require human empathy and creativity.

Personalization Through Data

AI-driven systems collect and analyze guest preferences, enabling staff to deliver personalized experiences even with limited resources. From room setup to dining recommendations, data-informed service creates the impression of attentive, personalized care without requiring additional personnel.

Training and Upskilling for the Tech-Enhanced Workplace

As technology transforms hospitality roles, hotels must invest in training programs that help staff adapt to new tools and develop the skills needed in a tech-enhanced environment. This includes digital literacy, data interpretation, and soft skills that complement rather than compete with automation.

Looking Ahead: The Future of Hospitality Labor

The labor shortage in hospitality is likely to persist through 2025 and beyond, but hotels that adapt proactively will gain a competitive advantage. Industry experts predict several key developments:

Hybrid Staffing Models

Hotels will increasingly adopt hybrid staffing models that combine core full-time employees with flexible part-time staff, gig workers, and outsourced services. This approach provides the stability needed for consistent service while offering the flexibility to scale during peak periods.

AI Evolution from Experiment to Impact

According to Oracle’s insights in the AHLA report, AI will transition “from experiment to impact” in 2025, as hotels move beyond pilot programs to implement AI solutions that deliver measurable results in guest service and operational efficiency.

Emphasis on Employee Experience

As competition for talent intensifies, hotels will place greater emphasis on the employee experience, creating workplaces that offer not just competitive compensation but also purpose, community, and well-being. This holistic approach to talent management will be essential for attracting and retaining the workforce of the future.

Conclusion

The labor shortage in hospitality presents significant challenges, but it also creates opportunities for innovation and transformation. By understanding the root causes, addressing seasonal fluctuations, investing in staff development, and embracing technology, hotels can build resilient operations that deliver exceptional guest experiences even with limited resources.

The future belongs to hotels that can strike the right balance between efficiency and hospitality, using technology to handle routine tasks while empowering their people to create the human connections that are the heart of the industry. With thoughtful strategies and a commitment to both guest and employee experience, hotels can navigate the labor challenges of 2025 and position themselves for long-term success in an evolving landscape.

In today’s digital era for the hospitality and tourism industry, applying technology to management has become a decisive factor in the success of every accommodation business. This article will help you understand the PMS system, its roles, and its benefits in optimizing hotel business operations.

What is a Hotel PMS?

PMS or Property Management System is information management software that supports various hotel departments to optimize operations and business activities. In other words, the PMS acts as the “brain” of the hotel, connecting information and managing operations from the overall to the smallest details such as coordinating reservations, check-in and check-out, guest information management, billing, payments, and more. Moreover, the PMS can be customized to suit the scale and management needs of each hotel.

The Property Management System (PMS) is an integrated software solution that enables hotel owners to manage every aspect of their business, from reservations and guest information to services and financial reporting. This system serves as a central command center, connecting and synchronizing all activities to help accommodations operate smoothly and efficiently.

Types of Hotel PMS

There are currently two popular types of PMS: On-premise PMS and Cloud-based PMS:

• On-premise PMS: An on-premise or server-based PMS stores data locally at the hotel. To use this system, you need an IT team to operate, maintain, and upgrade its functions. Additionally, it requires dedicated space for workstations, data centers, and backup storage devices.
• Cloud-based PMS: A cloud-based PMS leverages cloud computing technology, is installed automatically, flexible, and can be accessed from any device connected to the internet. The advanced features of a cloud-based PMS help you save on IT operation costs and allow you to manage your hotel remotely with flexibility. With cloud technology, you can also easily expand your hotel’s scale at a lower cost compared to on-premise systems.

See more: Cloud vs On-premise PMS: Which is the optimal solution for hotels?

Additionally, there is a Hybrid cloud hotel PMS – a “hybrid” cloud solution that allows users to access via web browsers on various devices. Data can be stored locally or accessed remotely, though some features are only available on the main platform.

Core Functions of a PMS

A PMS system should provide the following functions:

• Reservation management
• Night audit
• Housekeeping management
• Channel management
• Rate and inventory management
• Guest profile management
• Business reporting and analytics
• Task management
• Maintenance and shuttle service management
• Restaurant management – POS
• …and much more

Reservation Management

The PMS comprehensively manages the reservation process. You can easily track real-time bookings across multiple channels such as OTAs, direct bookings, and phone reservations. This feature helps avoid double bookings and optimizes your hotel’s room occupancy. With Central Reservation Systems (CRS), you can also manage room inventory, booking information, and revenue more easily.

Front Desk Management

PMS provides a comprehensive solution for the front desk, managing check-in/check-out processes, room assignment, room status tracking, and customer service. The system also allows for quick and easy key card creation, saving time for both staff and guests.

Housekeeping and Cleaning Service Management

PMS helps efficiently manage housekeeping tasks. You can assign tasks, track cleaning schedules, and control supplies such as linens and towels. Room status updates (cleaned, not cleaned, being cleaned) are done in real time, helping the front desk easily arrange rooms for guests.

Financial Management and Reporting

PMS provides diverse financial management tools, enabling multi-method payment processing, detailed tracking of revenues and expenses, and automatic, accurate invoicing. The system also aggregates revenue by various criteria, generates business reports and analytics, and helps management make data-driven decisions.

Benefits of a Hotel PMS

With the continuous expansion of hotel scale and service quality, hotels require efficient management solutions to increase competitiveness and enhance the guest experience. Using a PMS instead of manual management methods is the first step in this improvement.

• Secured information and real-time updates for all departments
• Reduces operational costs and time, allowing more focus on guests
• Minimizes errors and losses caused by human factors
• Quickly manages and coordinates tasks for departments like housekeeping, laundry, and maintenance with just a few simple steps
• Easily tracks rates and room inventory from booking channels
• Updates and stores guest information to enhance guest experience
• Provides visual business performance reports

Resource Optimization

PMS automates many processes, reducing staff workload, saving time and operational costs. Instead of manual record-keeping and updates, staff can focus on better customer service and improving service quality.

Increased Accuracy

Manual data entry errors can severely impact hotel operations. With PMS, standardized processes help minimize errors and ensure service consistency, especially in reservation and payment management.

Enhanced Guest Experience

Using PMS, hotels can deliver faster and more accurate service. From quick check-in, meeting guest needs, to efficiently managing guest requests – all are handled smoothly. Guest information is stored, allowing staff to recognize and meet each guest’s individual needs, creating a sense of personalized care.

Centralized and Secure Data

One of the biggest benefits of PMS is the ability to centralize all data in a single system. Managing all information in one place makes it easy to check, analyze, and ensure guest data security. This not only prevents data fragmentation but also gives hotels a comprehensive view of their business activities.

Considerations When Choosing a PMS

Selecting a PMS depends on the scale and actual needs of the hotel, as different systems have their own core feature sets. Here are some questions to consider:

• Do the system’s features fit and solve the hotel’s current problems?
• Are the costs and operational expenses reasonable?
• Is the interface user-friendly and easy to operate?
• How is the system’s integration capability and security?
• Is the provider reliable and do they offer sufficient customer support?

Assessing Hotel Needs

The first step in choosing the right PMS is thoroughly evaluating the actual needs of your property. Consider the hotel’s size (number of rooms), business type (hotel, resort, homestay), additional services (restaurant, spa), and investment budget. Each hotel has its own specifics, so the PMS solution should fit those needs.

Costs

When choosing a PMS, assess the total cost of ownership, not just the initial price. Consider implementation costs, subscription/license fees, staff training, and maintenance fees. Don’t choose software that doesn’t fit your needs just because it’s cheap or assume the most expensive is always best.

Interface and Features

A user-friendly and intuitive interface is crucial for staff to quickly adapt and use the software effectively. PMS should offer a variety of features to serve all hotel departments. The chosen software should be compatible in terms of interface and browser, either designed on the same platform or as an independent application.

Integration Capability

A good PMS should integrate with other software and tools the hotel uses, such as channel management, online booking engines, payment systems, restaurant management, and popular OTAs. This integration synchronizes data and optimizes workflows.

Provider

Choose a reputable PMS provider in the market, trusted by many hotels. A reliable provider will offer good technical support, thorough staff training, and regular software updates to meet the evolving needs of the hospitality industry. Opt for reputable names with strong capabilities like CiHMS to ensure responsibility and stability in your experience.

CiHMS – A Comprehensive PMS Solution for Hotels in Vietnam

CiHMS is a professional PMS solution designed to suit the specifics of the Vietnamese market. With a user-friendly interface and strong integration capabilities, CiHMS fully meets the management needs of accommodation businesses of all sizes.

Outstanding Features of CiHMS:

• Multi-channel reservation management: Integrates with over 300 OTAs and booking channels
• Comprehensive front desk and housekeeping management
• Detailed data analysis and reporting system
• Cloud solution saves initial investment costs
• Intuitive, easy-to-use user interface
• Multi-language and multi-currency support
• Compliance with Vietnamese tax and e-invoice regulations
• 24/7 Vietnamese technical support team

CiHMS Integrated Solutions:

CiHMS is not just hotel management software but also provides a comprehensive solution ecosystem, including:

• Channel Manager connecting to OTAs
• Booking Engine for hotel websites
• Mobile apps for management and guests
• Restaurant, spa, and service management systems
• Intelligent data analysis and reporting tools

PMS Software Development Trends

Technology is constantly evolving, and PMS solutions are continually being improved to meet the increasing demands of the hospitality industry:

Artificial Intelligence (AI) Applications

AI is being integrated into PMS systems to enhance management efficiency. Applications include 24/7 customer support chatbots, algorithms predicting guest needs and behavior, and dynamic pricing systems based on market data analysis. AI automates repetitive processes and analyzes guest feedback to improve service.

See more: AI in the hospitality industry

Mobile PMS and Self-Service

The trend of mobility is popular in the hospitality industry, with PMS apps on mobile devices allowing staff to work flexibly. Automated check-in/check-out via kiosks or mobile apps lets guests self-serve basic needs, saving waiting time and improving experience. Currently, CiHMS supports management through both a Staff App and self-service via QR Service Center.

Enhanced Data Security

With large volumes of guest information, PMS systems are strengthening security to protect personal and payment data. Security measures include data encryption, multi-factor authentication, access control, and compliance with current data protection regulations.

Conclusion

PMS will be the system platform you use daily to operate your hotel. Depending on your scale, needs, and budget, choosing the right system is crucial and impacts your business. If you are considering a PMS solution for your business, let our experts help. Contact us today for free consultation and demo!

In the increasingly competitive hospitality industry, investing in a quality PMS system not only optimizes operations but also provides a significant competitive advantage. With tremendous benefits in efficiency, cost, and guest experience, PMS has become an indispensable tool for every modern accommodation provider. CiHMS, with its comprehensive solution tailored for the Vietnamese market, will be a reliable partner to help your business reach new heights.

Nestled along the banks of the Perfume River, Hue is Vietnam’s former imperial capital, a city rich in history and cultural heritage. Our CiHMS team has had the privilege of exploring this incredible city while working with local hotels, and we were captivated by its timeless charm. Known for its impressive architecture, tranquil landscapes, and unique traditions, Hue captures the essence of Vietnam’s royal past. As the seat of the Nguyen Dynasty from 1802 to 1945, Hue was the political, cultural, and religious hub of Vietnam. The city’s historic Imperial City, a sprawling complex of palaces, temples, and gates, was the center of imperial life. Today, as a UNESCO World Heritage site, Hue continues to preserve and celebrate Vietnam’s royal heritage, inviting travelers to explore its majestic palaces, serene tombs, and refined culinary scene.

Echoes of Imperial Grandeur: Iconic Landmarks and Spiritual Symbols

One of the crown jewels of Hue is the Imperial Citadel, an impressive architectural marvel that served as the heart of the Nguyen Dynasty. As we walked through its grand gates, we could almost feel the echoes of history reverberating through the intricate palaces and temples. Enclosed by sturdy walls and moats, the citadel contains intricate palaces, pavilions, and temples, each showcasing the grandeur of imperial life. As you wander through the vast courtyards and admire the elaborate details, it’s easy to imagine the opulent ceremonies that once took place here.

Beyond the citadel, the Royal Tombs of the Nguyen emperors offer another glimpse into Hue’s imperial past. Visiting these tranquil spaces, we felt a deep connection to the legacy of the Nguyen Dynasty, surrounded by serene gardens and the beauty of intricate architecture. The tombs of Emperor Tu Duc and Emperor Khai Dinh are particularly noteworthy. Tu Duc’s tomb is surrounded by tranquil gardens, embodying traditional Vietnamese architecture, while Khai Dinh’s tomb blends Vietnamese and European influences, resulting in an elaborate and visually stunning site. To fully appreciate Hue’s imperial history, visiting these beautifully crafted tombs is essential.

Another iconic landmark is the Thien Mu Pagoda, which overlooks the Perfume River. Standing by the pagoda, with the gentle breeze from the river and the sound of temple bells, we were struck by the profound sense of peace that this spiritual site offers. This seven-story pagoda, the tallest in Vietnam, stands as a symbol of Hue’s spiritual heritage. The serene setting of Thien Mu offers a peaceful escape from the bustling city, inviting visitors to pause and reflect. The beauty of the pagoda lies not only in its architecture but also in its significance as a religious and cultural emblem of Hue. As you explore these landmarks, you’ll begin to see how Hue’s deep history and spirituality are intertwined.

A Symphony of Culture and Taste: Hue’s Legacy and Bold Cuisine

Hue’s cultural heritage extends beyond its architecture to its traditional arts and music. During our stay, we had the opportunity to attend a Hue Royal Court Music performance, and it was a mesmerizing experience that transported us back to the days of the Nguyen emperors. Hue Royal Court Music (Nha Nhac Cung Dinh Hue), recognized by UNESCO as part of Vietnam’s intangible cultural heritage, was once performed exclusively for the royal family. Today, visitors can experience these haunting melodies at cultural venues, where the music transports listeners back to the time of emperors. This unique art form is a reminder of Hue’s role as a cultural center, where art and tradition flourished under imperial patronage.

The royal cuisine of Hue is another aspect of its rich cultural legacy. We couldn’t resist indulging in the exquisite dishes, and every bite was a reminder of the culinary sophistication that once graced the imperial tables. It was an experience that connected us directly to Hue’s royal past. Many dishes were once crafted for the Nguyen emperors, featuring delicate flavors and intricate preparations. Banh Khoai (crispy pancakes) and Nem Lui (grilled pork skewers) are just a few of the royal dishes that continue to delight visitors. To truly experience Hue’s culinary heritage, dining at a traditional restaurant that specializes in royal cuisine is a must. As you savor these dishes, you’ll taste the sophistication that once graced the imperial table, offering a sensory journey through Hue’s storied past.

The culinary scene in Hue is as bold as its history, with dishes that reflect the city’s cultural influences. We found ourselves savoring Bun Bo Hue at a local eatery, where the vibrant flavors of the broth mirrored the rich culture that surrounds the city. Bun Bo Hue (spicy beef noodle soup) is one of the most famous local specialties, known for its bold flavors and aromatic broth. Another must-try is Com Hen (clam rice), a humble yet delicious dish that captures the essence of Hue’s riverside traditions. For a true taste of Hue’s culinary refinement, royal dishes like Che Sen (lotus seed sweet soup) and Nem Cong Cha Phuong (peacock spring rolls and phoenix pâté) showcase the elegance of the imperial court. These dishes, with their elaborate preparation and symbolic meaning, provide a glimpse into the sophistication of royal banquets. As you enjoy the flavors of Hue, you’ll discover the city’s rich blend of history and culinary artistry.

A Timeless Journey: Where History, Culture, and Culinary Delights Converge

Hue is a city where history, culture, and culinary traditions come together to create an unforgettable travel experience. As a team, we were amazed by how seamlessly each element of the city intertwined: from its majestic landmarks to the delicate notes of royal court music and the bold flavors of its cuisine. From exploring the majestic Imperial Citadel to savoring the delicate flavors of Hue’s royal cuisine, the city invites travelers to step back in time and immerse themselves in Vietnam’s imperial heritage. And just as you finish exploring one layer of Hue’s history, another awaits, whether it’s the tranquil tombs, the haunting court music, or the flavors that tell a story of royal grandeur. For those planning a visit, the best time to explore Hue is during the spring or autumn, when the weather is pleasant and the city comes alive with cultural festivals. Hiring a local guide can also enhance your experience, offering insights that make the journey through Hue even more enriching.

The technology revolution had allowed the hospitality industry to evolve and transform completely from their traditional operation model into a personalized seamless customer-oriented experience, starting right when the customer journey begins. The epidemic has sped up the implementation process as well as the intervention of customers’ acceptance, opening a new chapter of the contactless era in hospitality.

Pre-check-in allows hotels to comply with strict COVID-19 regulations on distances and hygiene while making customers feel safe and secure.

How does pre-check-in actually work? Why isn’t pre-check-in frequently offered enough? Are you planning to introduce this technology to your property? Let’s cut the queue and dive down into what this technology is really made of.

The ultimate guide to hotel pre-check-in

Hotel Pre-check-in, what is it?

Pre-check-in allows the hotel guests to proceed with their check-in process on their mobile devices prior to their arrival. Hotels usually activate the pre-check-in functionality on their app 24 hours ahead.

Hotels can activate pre-check-in functionality on their app 24hrs ahead.

Pre-check-in is the latest feature developed for our CiHMS Guest App, a part of our CiHMS PMS. We specially designed this functionality to simplify the checking-in process for staff while offering guests the flexibility to handle the check-in in whichever way they indulge.

Guests have to fill in their contact details, their reservation information and provide personal identification documents. A full-face selfie can be mandatory for verification, it automatically syncs this data to the guest profile on the hotel’s database and enables guests’ facial recognition as soon as they arrive at the lobby.

Depending on the hotel’s preferences and policies, guests can also select the desired vacant hotel room, early check-in or late check-out request, luggage storage payment, other added-value hotel packages such as spas, meals, city tours, etc.

Once completing the check-in procedure, guests may receive their room’s number and digital room key right on their app’s confirmation screen, or choose to pick up their room key physical card at the front desks. Many hotels prefer not to offer guests room numbers until they physically make it to the lobby, in order to give flexibility to their rooms’ allotments.

What are the benefits of pre-check-in?

Your guests just love it

A Data-Driven Look at Hospitality’s Recovery in 2020 report had shown 71% of consumers are more likely to stay in a hotel offering self-service tech. Imagine after the long commute to your destination, the last thing you would want to do is get in line and do all the paperwork onsite. Not ideal for anyone in particular. Say goodbye to the long busy waiting queue at the front desk, get instant access to the hotel room upon arrival. It’s definitely convenient.

Online check-in gives guests the freedom and comfort of checking in at their own pace.

Hotel staff adores it

The pre-check-in reduces the administrative workload for the front desk staff tremendously, much faster with group pre-check-in. A pre-check-in functionality integrated into your hotel PMS, like CiHMS deliver reliable automation, smooth synchronization, and alleviate labor shortage issue with delightful traveler’s experiences. Guests are asked to provide their expected arrival time, which allows hotels to better plan and allocate hotel staff’s availability to welcome guests.

Improving customer relationship

As the pre-check-in has done the majority of the work, like collecting guests’ ID, contact details, booking information, etc., your staff can focus on connecting with the customers at a much higher level, taking time to actually understand their personal needs and expectations, overall, better cater to your guests with exceptional comfort.

A great way to upsell or cross-sell

Guests might be skeptical during the booking process where they often compare prices, features, hotel services before making the final decision. However, they are most inclined to purchase a room upgrade, spa treatments, city tours, pick-up service, set meals closer to their arrival date. The decision-making can proceed much faster at home rather than at the busy front desk.

Social distancing compliance boosts guest confidence

Pre-check-in is the perfect solution to keep your hotel in check with the social distancing regulations. It limits physical person-to-person interaction to a minimum, making guests feel safe and secure. Hotels might integrate contactless/cashless payment or facial recognition technology to take this up a notch. With a cloud-based hospitality management solution like CiHMS, this can easily be done.

With Pre-check-in, guests may proceed cashless payment with facial recognition technology integrated right on the hotel app.

Any disadvantages to putting into reconsideration

Less human contact and interaction

While the advantage of pre-check-in is allowing guests to feel safe and secure by avoiding physical contact with hotel staff altogether, it can’t help create the invisible untouchable personal bubble surrounding guests throughout their stays. For business travelers, things can be tough as they have been used to communicating and exchanging stories with hotel employees on their trips in the past. Many would prefer the traditional check-in process, as they truly enjoy human interaction.

Unstable internet connection

Similar to any hospitality contactless technology, it is required to have sufficient good quality internet coverage across your properties. Otherwise, the cloud computing hospitality management solution won’t be synchronized and unable to work properly. Making sure no internet disruption and an outage is significantly important in implementing pre-check-in technology.

New software investment and comprehensive training for the front desk

Your current hospitality management might not offer pre-check-in functionality, merely because they haven’t started with the development yet. Looking out for a new pre-check-in software installation might be messy, expensive, and simply insufficient for your current hotel operations at the moment. Leveraging whether this upgraded feature is worth the process.

Should you or should you not?

Pre-arrival is an essential touchpoint in the customers’ journey. It happens to be the first impression guests have of your hotel even before they get there. Offering guests, a pre-check-in service shows your efforts and intentions in delivering complete customer satisfaction and tapping in personalized customers’ experiences proactively.

Hospitality is known for its competitiveness, if you fail to keep up with the comparable competitors in the area offering the latest technology there is, most likely, your guests will choose them over you in a heartbeat. Being a highly customer-centric industry, adopting innovative technologies to deliver experiences that your customers are happy with, as their demands grow.

It might surprise you how easy it is to get started with pre-check-in. There is a wide range of hospitality management solutions offering this feature as an added feature in their system. Ask your hotel PMS providers for this option, or contact our team to book a demo to discover the possibilities of contactless pre-check-in for your hotels.

Winning your customer’s hearts and trust at the starting line does not guarantee their loyalty. No business wants to lose a customer, there is no rocket science to that. Plus, it is ridiculously expensive to convert a new customer instead of retaining one, around 5x to 25x more expensive to be specific. The customers who come back eventually become the “living proof” of reliable and trustworthy referrals.

Customer retention has never been an easy task, especially in the hospitality industry.

Loyal customers are worth so much more than one-time customers and have an array of benefits in the long run. Better customer retention can help you focus more on your strengths and less on your weaknesses. Customer retention isn’t easy, but it can be made simpler with some strategies and tactics in CiHMS’s today blog.

Social media – the understatement

In the hospitality industry, it’s a given that your customers are going to need some help from you now and then. Whether it’s making a reservation for their next stay or simply asking for directions, your guests will always be looking for ways to make their stay better.

The best way to ensure that your customers get what they need is by providing them with exceptional customer service. However, here’s the thing: most people don’t know exactly what they want until they have it. This is why keeping an eye on your customers can be so important — it allows you to see when their needs change so that you can adjust accordingly.

Social media is a great tool for communicating with guests because it gives them the ability to reach out at any time of day or night. You can use social media to answer questions about travel plans, and check-in procedures and even give recommendations for local restaurants and attractions! Social media is a key tool in customer retention. It enables companies to build relationships with their customers by engaging with them and promoting loyalty programs, special offers, and improved customer service.

Social media has steadily grown in importance as a retention tool over the past decade, with more than two-thirds of respondents (67 percent) now saying they believe social media is “critical” for generating loyalty, as customers are expecting quick responses. Millennials have even higher expectations of the responding rate at 10 minutes, while others expect answers within 60 minutes time span. Social media has become the 1-800 helpline, apparently.

Communicating with your customer via social media helps to close the gap and build a much stronger relationship voluntarily without noticing.

Loyalty programs

Loyalty programs help you keep the customers you already have by encouraging them to continue doing business with your hotel. Here are some of the ways these programs can benefit your hotel:

Reward repeat customers:

Loyalty programs are a great way to reward frequent guests and encourage them to return. For example, if you have a rewards program where guests earn points for every dollar spent, those who visit frequently will have a larger point balance than someone who visits only once or twice a year. Loyalty has been proven to increase repeat business. According to an article on PhocusWire, a loyalty program powered by technology, such as a hotel app, can be a big incentive for guests coming back, provided that it is designed in such a way that it offers real value, provided real-time information and guests can choose the rewards they want right on the system.

Loyalty programs also help encourage guests to book direct instead of through OTAs:

“Hotels are losing market share because of the rise in Airbnb and other vacation rental sites,” says Jeff Katz, president, and CEO of TravelClick, a provider of hotel marketing technology solutions. “They need to get more efficient and focus more on return guests.” Loyalty programs help encourage guests to book direct instead of through OTAs (online travel agencies). In fact, loyalty programs have been shown to increase direct bookings by as much as 40%. The key is making it as easy as possible for guests to enroll and then use their rewards points or free stays at any time during their next stay with your brand — whether they’ve already traveled with you before or not. Booking through your hotel’s website instead of using OTAs like Expedia or Hotels.com helps you save money on commissions and ensures that all profits from reservations go straight into your pocket (instead of being split between the OTA and your hotel). Furthermore, when guests book directly with the hotel instead of through an OTA, they tend to spend more money on amenities during their stay—and this extra spending adds up over time!

A loyalty program will help build a personal connection with guests.

Having a loyalty program shows customers that they’re valued members of your community—and this can make them feel more connected to your brand as well as more receptive toward marketing efforts like email campaigns or special offers on social media sites.

Analyzing available guest data to serve the guest

Why does this matter? As the customer journey becomes more complex, it is essential to ensure that each interaction builds on the previous one and contributes to the overall experience. This requires data collection and sharing across multiple channels. By leveraging guest data, hotels can make sure that their guests will have a personalized experience based on their individual habits and tastes which will satisfy them and increase customer loyalty.

Using guest feedback to improve your hotel’s overall service quality

After every stay, you can ask your guests to fill out a survey. The feedback you get will help you understand the needs and expectations of your clientele and can help improve the service quality at your hotel.

Using guest preferences to personalize their next visit

If you have a loyalty program in place, it’s time to use it! You can create personalized offers based on what guests like most about your hotel and what they want more of during their next stay. This way, you’ll be able to personalize the offer for each customer and increase their retention rate by offering exactly what they want.

The loyalty program encourages customers to preferably choose to stay at your hotel on the next visit if they have had great experiences in their previous stays.

Personalized marketing campaigns based on customer behavior

After analyzing how customers interact with your hotel website or app, it’s possible for brands to identify different types of visitors using this information as input for their marketing strategy. For example, if customers are browsing through multiple pages on the website but don’t make any purchases, this might mean that they need more information about what makes staying at your hotel unique in order for them to convert.

Integrating new technologies

Incorporating new technologies into your guest experience is a powerful way to increase customer retention. While some hoteliers are hesitant to embrace technology and go on their digital transformation journey, especially given the high price of hospitality management solutions, those who do use these tools often report that they deliver a high ROI, and pay for themselves in just a few years.

Hoteliers have seen tremendous success with virtual reality and augmented reality technologies like VR headsets and interactive displays, offering guests greater personalization, and in-depth immersive experiences with extraordinarily memorable experiences, such as a quick hotel tour, a sneak peek at the neighborhood attractions, etc.

Thanks to modern technology, hotels can be able to create extraordinary guest experiences for customers during their stay.

Integrating AI-powered chatbots has also proven to be an effective method of improving the customer experience and increasing retention rates. Marriott has rolled out a Marriott Rewards Chatbots chatbot. It works on Facebook Messenger as well as Amazon Alexa devices in multiple languages, and handles simple questions about hotel amenities or provides information about the local area. It can also use predictive intelligence in order to offer recommendations about restaurants or tourist attractions based on user preferences; this helps it create more personalized engagements with guests. In addition to that, Marriott had introduced the ChatBotlr butler robot to help out guests in the lobby. These changes had helped Marriotts not only leverage the labor shortage—the ongoing issue within the hospitality industry itself but also enable Marriotts to respond to their customers’ needs in time.

Following Marriott’s footsteps, a concierge robot name Connie was put into work at Hilton. Based on IBM’s Watson AI platform for natural language processing, Connie was made to reduce wait line time, maximize hotel employees’ work performances, and above all create unique touch and surprise the guests.

The hospitality industry is in a period of great change post-pandemic, and it is important to keep up with new technologies and trends. It’s no secret that the hotel sector faces new challenges every day—new customer expectations, new competition, and the need to adapt in order to thrive. The hotel industry has always been about providing service for guests but with an increasingly competitive marketplace, there’s a need for every hotel to make sure that it’s doing everything possible to serve its guests well. This means providing customers with the kind of high-quality service they’ve come to expect from their hotels. Hotels that provide excellent customer service are more likely to retain loyal customers, which can help them build strong customer relationships and increase business growth. In order to achieve such, investing in a powerful hospitality management solution, like CiHMS is absolutely a must to automate all hotel daily operations, optimize your revenue and maximize staff’s performances, to help hoteliers have the time to focus on the customers. To learn and explore more about CiHMS, contact our team for a detailed consultancy and the best solution that fit your own business model.

Customer retention is one of the most important issues facing hoteliers today, and it’s one that they need to take seriously. If they want to survive, they must make customer retention a priority. Customer retention is not a glamorous concept—it calls for hard work, consistent communication, and loyalty on behalf of the entire team. If hotels don’t plan their customer retention strategies carefully and persevere with them, this process will become a monumental burden for the hotel in question.

24 February 2022 , Meliá Hotels International, is set to become one of the largest international hotel brands in Vietnam through a new collaboration with the country’s largest domestic hotel owner, Vinpearl. Melia first entered Vietnam back in 1999 with the opening of Meliá Hanoi. Since then, Meliá has expanded its market domestically and in the Asia Pacific, such as Indonesia, Malaysia, Myanmar, and Thailand.  

While taking over the management from VinPearl, Meliá had decided to continue the collaboration with VinHMS as the hospitality management solution provider for the Meliá Vinpearl hotel chains and resorts in Vietnam.   

The cloud-based hospitality management solution CiHMS is a product developed by VinHMS – a Vietnam technology company specializing in developing and providing digital transformation solutions that are globally certified by international standards. CiHMS is a complete solution for all hotel operation needs, powerful and highly integrated. The advantage of CiHMS is its exceptional stability, quick implementation with simple setup & installation in a short time.   

Main features of CiHMS Property Management Solution

CiHMS is fully equipped to optimize and manage all your business operations seamlessly. Real-time synchronization throughout the system from your front desk to maintenance & housekeeping right on your staff’s mobile devices. Multidimensional and multimedia integrations along with facial recognition technology, OCR technology, or QRMenu – the future of FnB boosts hotel’s performances while limiting physical interaction between customers and hotel employees to a minimum, ensuring customers feel safe and secured in this sensitive time of COVID-19 outbreaks. The latest feature – MICE connects the reservation system banquet department to organize meetings, incentives, conferences, and exhibitions, enabling hotels to centralize all these functionalities on just one single platform.   

The hospitality management solution – CiHMS is always up-to-date with the latest technology, ensuring Meliá meets operations and business’ constantly changing needs. In addition, CiHMS is extremely safe, highly reliable and secured, and is certified with PCI/DSS level 3. VinHMS was the first member of HTNG – Hotel Technology Next Generation Association in Vietnam.   

Up to now, VinHMS has successfully implemented the hospitality management solution CiHMS for 40+ hotels domestically, including Vinpearl, Naturekey, Andochine, and more. Moreover, other digital transformation solutions such as CiAMS – Asset Management Solutions, CiTravel – Hotels Management solution for SMEs have been deployed simultaneously for varied clients across the nation. “All digital transformation solutions provided by VinHMS aims for breakthroughs and feasibilities, striving to help Vietnam enterprises close up the technology gaps and compete with the international businesses”, said Mr. Hoang Nguyen – CEO of VinHMS. “Although the recent COVID-19 pandemic made such a huge impact on the hospitality overall, it was a perfect time for the industry to kick-start their digital transformation journey, to ease out the operations expenses, boost up your room occupancy, revenue as well as customer experience.”  

Information:

VinHMS is a technology company with talented engineers and dedicated business experts specializing in high-quality technology solutions and services to help businesses achieve their strategic goals with optimized resources. VinHMS currently provides various operations management solutions, such as CiHMS – a platform that manages all operational needs of hotels & hotel chains, CiTravel – a complete hotel management system for small hotels, CiAMS – asset management solutions for enterprises, and more. 

Source: https://english.thesaigontimes.vn/melia-vinpearl-expansion-powered-by-the-complete-hospitality-management-solution-cihms/ 

The novelty of technological innovations has become a necessity in hotel operations and shaping the new normal in hospitality. Incorporating advanced technology to strengthen customer confidence while safeguarding employees’ health and mitigating losses during this recovery stage. Smart hotel technology empowers hotel operations in navigating the uncertain turbulence of the year 2022 and beyond. Let’s look at a few possibilities in how smart technology adaptation matters:

Smart technology empowers hotel operations to advance.

Contactless experiences all the way

The post-pandemic effects have reshaped hospitality and heightened customer expectations to the extent that the “same old days” experience might not cut it for them. Especially post COVID-19 pandemic has multiplied the difficulties in the hotel sector, leaving the hospitality professionals with questions about how to upgrade their technology stacks while dealing with the current crisis.

Contactless technology has firstly introduced a decade ago it’s nothing new, just staying low-key all this time. The emerging technology has recently gained momentum in both the public and private sectors and is widely accepted in hospitality and tourism. Transforming the hospitality standard into a complete contactless experience from check-in/to check-out, ordering food and room services on the guest app, facial recognition payment, etc. to execute all relevant tasks without physical contact with hotel employees, reducing the risk of exposure to undesirable infection in this “sensitive” era.

According to Skift’s report, 26% of customers extremely agreed and 45% favorably agreed that they preferred to stay at hotels providing self-service options to avoid direct physical contact with hotel staff. This opened up the customers’ acceptance of the technology adaption in the hotel sector.

Up to 80% would download the hotel app to proceed with check-in / check-out and receive the latest promotional information and notifications (based on the Criton Hospitality Survey). The majority of guests (62%) have been looking forward to using digital hotel room keys and communicating/ordering room services, and housekeeping through the hotel apps, while 30% would love to proceed with them on the hotel website, and 8% would carry these out the traditional way.

The above statistics have spoken for themselves on the important role of smart technology in today’s hotels’ operations. It gradually has become the business core value, essential criteria for guest accommodation choice. This might be the hotel management software to help optimize the hotel’s operations with ease. With CiHMS – the complete hospitality management solution, streamline hotel procedures from the front desk to housekeeping, monitor individual tasks right at your dashboard within your fingertip, and improve your guest’s experiences simultaneously at their very first stay.

Contactless experience throughout a typical guest journey at a hotel is now possible.

Better guest communication

Generating all guests’ data, including guest preferences, habits, purchased packages, etc., storing them on your system for further analysis. For instance, guest A always orders an extra pillow for his sleep comfort, guest B loves a king-size bed instead of a queen, etc. In their next stay, offer these adjustments ahead.

Personalizing guests’ experience shows that your hotel “do care” about your customer, you remember them perfectly, and always looking forward to welcoming them back. Giving them a sense of familiarity, hospitality, and empathy. It gives your employees the confidence to communicate with guests openly on a much more personal level.

Communication goes both ways. Two-way communication involves receiving feedback from your customers as well. According to Zingle, only 25% of customers would submit feedback only if their experiences have been affected negatively, only 42% would come back to give hotels the second chance to make up for their previous worst experience. How to get it done fairly comfortable for your guests to freely send out constructive feedback in time and retent your customer without losing them forever?

The digital world has come in as a rescuer for such circumstances. We all can easily find a deliberate version of ourselves online. Taking the advantage of social media messenger integration via Open API, communication to your guests through one of these tools can easily be applied, an open communication gateway for your guests to share their difficulties and unfortunate occurrence with you immediately. From there, quick actions and crisis resolution can help to put all your guests’ problems behind, exceed their expectations, and ensure to meet your guests’ satisfaction before they leave.  Add in a touch of VR (Virtual Reality) and AR (Augmented Reality) technology to differentiate your hotel marketing and improve guests’ experience during their stay.

VR and AR Technology in hospitality to heighten customers’ experience

Unlocking your employees’ full potential

Technology does not only close the gap between guests and hotels but is also a middle man bridging the void among hotel departments, making sure all procedures are in check and intact. The hospitality management solution allows hoteliers to monitor hotel operations easily, hotel room status is synchronized across the system. Instead of the traditional phone call to get the status updated, now can be seen directly on the CiHMS dashboard, helping to streamline and speed up all departments’ processes smoothly, and kick up hotel employees’ performance up a notch.

Also cutting down the excessive timeline in doing these manually. Taking the time in delivering exceptional customer service, and shift the focus on the guests – is an important factor in the hospitality industry.

The backbone hotel’s development platform

A direct booking portal via the hotel’s website or through OTAs distribution channels increases brands’ awareness, making your brand “discoverable” while approaching your target audiences naturally. These technological tools assist your hotel in better maximizing your hotel room occupancy and avoiding the under/over-booking common situation.

The detailed reports with real-time statistics allow hotel managers to make strategic decisions at the right time. AI technology also powers up precise allotment planning and forecast room plans to ensure revenue stabilizing throughout the low-peak periods. Keep hotels stay proactive instead of “inactively” reacting to the overload high peak season.

AI technology has developed rapidly in assisting hotels to forecast hotel room occupancy, allocate labor force efficiently, and build hotel big data to serve hotel operations.

Undeniably, the power of technology has catalyzed hotel operations to breakthroughs and advance along the side. Catching up with the current technology innovations might be challenging but blissful in return with all the benefits and conveniences it brings along. Utilizing technology in hotel operations with a decent hospitality management solution, like CiHMS is the key to starting their hotel recovery in this new normal post-COVID-19 pandemic at a much faster pace, gaining a competitive advantage against other competitors.

According to the latest statistics from Google Destination Insights, international search volume for Asia hospitality increased significantly in the first quarter of 2022 compared to the same period in 2021. This trend continued into 2023 and 2024, with the Asia Pacific region experiencing robust growth in the hospitality sector. In 2023, the region saw a strong recovery driven by domestic demand and the return of mainland Chinese tourists. By 2024, hotel investment in Asia Pacific remained resilient despite global economic headwinds, with significant interest in markets like Japan, Australia, and Korea.

This growth signals a robust recovery for the tourism industry, which is becoming one of the leading economic sectors in the region. The positive impact on the hotel sector is evident as hoteliers adapt their operations to the new normal.

A significant increase in international searches for Asia hospitality confirms that hoteliers must be ready to welcome international guests back soon. Statistics generated from Google Destination Insights highlight this trend.

Hotel operations: The concept

Hotel operations encompass organizing, managing, and arranging all hotel activities, from human resources to revenue management and hotel checklists. Effective hotel operations are fundamental to a successful hotel, requiring hoteliers to understand their business thoroughly, excel at problem-solving, and work under high pressure.

How to improve your hotel operations

With rapid advancements in digital technologies, traditional hotel operations models are becoming obsolete. Overwhelmed front desks, constant housekeeping requests, and in-room services on standby amidst ongoing labor shortages prompt hoteliers to seek optimal hospitality management solutions. These solutions aim to fill labor gaps, speed up conversion rates, and improve revenue efficiently.

Manual paperwork still exists in traditional hotel operations, unexpectedly slowing down the entire system.

Manual paperwork still exists in traditional hotel operations, it slows down the entire system unexpectedly.

The indispensable hospitality management solution – CiHMS

CiHMS is the leading cloud-based hospitality management solution on the market, that advances your hotel operations and drive your total revenue at its full capacity. This hotel PMS serves as the centralized system, empowering hoteliers to perform day-to-day functions, and manage crucial administrative tasks and reservations. The system enables hotels to streamline processes within departments in real-time, synchronize simultaneously and monitor hotel operations status at ease.

Integrated with a Central Reservation System, CiHMS handles all bookings and reservations across all distribution channels, automatically generates detailed reports for hoteliers to keep up with the hotel operations in real-time, updates room status and occupancy rate in order to strategically come up with a business pricing strategy in time, striving to maximize your revenue. CiHMS is also integrated with a Distribution Channel Manager to connect your booking system with hundreds of OTA channels globally. Synchronize room rate, allotments, and availabilities across the platform, avoiding unnecessary human data entry errors.

The powerful hospitality management solution, like CiHMS, has everything your hotels have been looking for in terms of operations. It automates the daily operations procedures such as pre-check-in, check-out through the mobile app, submitting and processing customers’ requests right on the system, delegates and distributes tasks automatically to help you and hotel employees to focus on your guests.

Mobile devices in hotel operations

According to the statistics from Digital Vietnam 2021 by We Are Social và Hootsuite, Internet Users in Vietnam have increased to 551,000 users between 2020 and 2021. With the current growth rate, it is much easier to approach potential customers through Digital Marketing, such as applying social media networks trends in hospitality marketing strategy.

Look out for the latest social media trends to capture and convert all your potential customers without spending a lump sum on advertising.

When your hotel operations run at full capacities, the workloads resulting from these operations shall escalate, and data storage is expanding by the minute. Manually performing tasks and procedures will no longer make sense. It only creates chaos with unavoidable human errors, unable to update the current workload’s status, seemingly losing track of management. Those are a few of the originated reasons for the introduction of cloud-computing technology in hospitality.

Thanks to this technology, hotels can access and update directly on the hotel management system right from their mobile devices, whenever and wherever they are. With the conveniences, portability, and extremely friendly user interface, hotel employees can even check-in / check-out for guests as needed. All changes are synchronized immediately, easily interact with guests, enhance their experiences tremendously, engage customer trust and strengthen your brand reputation. This also gives such a professional vibe, builds customers’ loyalty genuinely, and effortlessly promotes your guests coming back for a future stay.

Cybersecurity in hospitality

Many hoteliers have underestimated the importance of this matter. Cybersecurity has become the most critical challenge for the hospitality industry in this modern era. Due to the characteristics of the hotel sector, a great deal of travelers’ personal data is involved regularly, and guests have occurred to question the privacy protection policy at any hotel they visit, especially regarding their transaction information. Apart from credit card leakage, cybersecurity frauds go as far as WiFi network’s security being compromised. Taking advantage of lacking cybersecurity, attackers can gain access to all guest’s private devices, such as mobiles, laptops, tablets, etc.

Cybersecurity issues have constantly alerted hoteliers to take this into consideration seriously.

Even the big chain hotels like Hilton, Marriot, and Trump Hotel had confronted the attacks not once, but multiple times. These damages hotels financially outrageously and their brands horribly. For the recent attack, Marriot had to pay a fine of 18.4 million British pounds for losing over 500 million guests’ data worldwide. It alerts hotels to start taking cybersecurity seriously, then how to ensure to protect your guests’ data discreetly and store them tightly secured? Join our April Webinar with the topic on DATA PRIVACY PROTECTION IN THE HOTEL SECTOR, live at 10 am on April 21st, 2022. Register now at this link to hear the experts’ opinions and recommendations on this issue.

Based on the latest research of the World Travel & Tourism Council (WTTC), the sudden drop of 49.1% in the global tourism venue in 2020, make up for a loss of 4,5 trillion US dollars, projected to rise 31.7% for the year 2022 as the results of re-opening borders for tourisms ever since the epidemic broke out. Although the traditional hotel operations might still work occasionally, they might not maximize hotel capacities while the tourism industry resumes its high peak. Is it worth sticking to the old school? Or be brave and ride the new trend with the cloud-based hospitality management solution like any other hotel? The solution “grows you grow” with great flexibility and ridiculously functional while staying exceptionally convenient. CiHMS – the only cloud computing hospitality management solution you don’t want to miss. Contact our team for a demo and unlock your property’s full potential.

If we have briefly talked about AI technology in hospitality in the previous blog, in today’s blog we shall be digging a bit deeper into how AI application in the hospitality industry and its potential to manage hotel operations efficiently.

Robots in the move

The majority of robots in use today are performing human tasks precisely, especially after the pandemic outbreaks to reduce unnecessary physical contact to a minimum and ensure guests stay safe and secured while keeping the current labor force at bay. Vietnam has only applied robotic technology to the manufacturing industry and is skeptical of the service industry, plus the initial upfront investment in robotic technology ain’t nowhere near affordable. Hence, putting robots into your business daily practice eventually gains competitive advantages over your competitors. Guests shall be curious enough to find the need in visiting your hotels and try out your services, boosting your revenues and profits tremendously.

The applications of AI can be seen in hospitality easily through having robots serving in public areas, delivery services, etc.

In-room voice assistant

We all might have been familiar with voice recognition technology such as Siri, Google Assistant, or Alexa – the virtual assistants developed by Amazon, which have been making life at home a lot more comfortable: from browsing the web, weather, checking the time, setting timers, turning on TVs, changing the light brightness level to just about anything you can imagine. Bringing voice assistance technology into the hotel room to enhance guest in-room experiences significantly.

According to a recent study from Juniper Research, it shows 8.4 billion mobile users shall be interacting with the virtual voice assistant in the year 2024. This technology plays an important role in connecting hotel employees with their guests. Simply input their requests via the in-room virtual assistant integrated equipment. Thanks to AI technology, these virtual assistants can communicate and confirm guests’ requests before filing them onto the system to get them to queue up.

Once successfully filing these requests, the virtual assistant shall be following through with a set of procedures given by the hospitality management solution, like CiHMS. The request then gets filtered and direct to the related department to be carried out promptly. It cuts down the human labors time in delegating tasks, communications, and more. You’ll be surprised how easily these tasks get sorted out.

Bringing virtual voice assistant experience into hospitality makes guests to settling in easier in a much more comfortable way.

Room occupancy maximization

Thanks to the support of AI technology, the room rate, and room management can easily be solved, such as Insufficient room inventories and unable to optimize room occupancy to an optimum rate due to an overhauled reservation system. With machine-learning ability, AI can help hotels to be in control of targeting the ideal audiences, arrange the room reservations adequately, limit the time gap between two bookings of the same room, and lower the risk of having an empty room stand-by. Mobile friendly allows housekeeping staff to attend to room service requests quickly as soon as the guests are checking out, and update the room status simultaneously across the system easily with the cloud-based hospitality management solution, like CiHMS.

Optimize room rate and room occupancy forecast

Marketing and Sales Departments can quickly get the promotional campaign, available discounts for membership, etc on the hotel management system. The hospitality management solution integrated with AI technology shall automatically detect the price pattern, and match it with current hotel operations and labor force to start “learning” the hotel inside and out to have a hotel room occupancy forecast ahead of time. It allows the system to come up with a strategic operations plan based on the data analyzed from the campaign, and suggest the optimum room rate for guests. The system can also recommend a proper advertising campaign on social networks, one of the surging and well-loved trends in hospitality, to target and convert potential leads into actual customers.

Reports regarding room rate management generated from the machine-learn process of the AI technology can easily be found in the complete hospitality management solution, such as CiHMS. For instance, once in a while, your guests are in need of postponing their reservation due to whatever personal reason it might be, either their flights are delayed or canceled from bad weather, as soon as you update this information onto the hotel PMS, the room status shall be synchronized across the system, as well as on OTA channels. AI technology lets the hotel run short promotion packages for these outstanding rooms on all booking platforms, search engines, social networks, etc. to get this room filled as soon as possible. Make sure no room is left vacant while maximizing hotel revenue at its best.

AI boosts hotel room occupancy rate and maximizes reservations across OTA channels.

Be in check with the room rate strategy from the competitors, monitor your hotel pricing plan, and catch up with the trends to optimize your room occupancy and rate effectively, all thanks to the artificial intelligence found in the powerful Room Rate Management System within our cloud-based hospitality management solution CiHMS.

Personalize guest experiences

Integrating the AI in the hotel management system shall enable customers’ data such as their spending preferences and behaviors during their stay to be stored and analyzed by a set of algorithms. It may recommend guests to take a questionnaire or survey, collecting an adequate amount of information to gather customer insights and use them to deliver an exceptional personalized guest experience in their next stay like: suggest appropriate room packages within their financial budget, favorite value-added services, meal plans and more. The customers feel appreciated and well taken care of, while hoteliers can maximize their profits by successful upsell and cross-sell without being oversold.

Applying AI technology in the hospitality industry now can be found in leading hospitality management solutions on the market, like CiHMS. Be up with the innovative technology on the market and customers’ expectations set your hotels apart from the others. A step up with a future trend, and a step closer to a smart hotel model.

The vaccine passport concept has gained popularity in the new normal, and become essential for any traveler in order to enter a foreign country without following through with the mandatory quarantine procedure. Ever since its first introduction, the vaccine passport has brought new light and hope to tourism and hospitality in particular, and the economics worldwide in general. In Vietnam, we have implemented the vaccine passport very early on, as the government’s efforts in reopening the border, retrieving the economy post-pandemic.

What is a vaccine passport?

A vaccine passport is a vaccination certification also known as an immunity passport for those who have had at least 2 doses of COVID-19 vaccines (according to the International health regulation on Prevention and Control of Infectious Diseases). It is a special pass that determines a healthy individual who does not contain any contagious disease and owns a privilege to obtain a travel visa entrance to a foreign country.

Vaccine passports can be issued in paper form, card, or digitally through an app. In order to get a vaccine passport, a resident has to comply with the followings:
• Fully vaccinated with COVID-19 vaccines
• Negative with SARS-CoV-2 virus certified by an authorized health organization with a laboratory test of RT-PCR/RT-LAMP within 72 hrs before or a COVID-19 antigen rapid test 24 hrs prior to the departure time.

Vaccine passports have been introduced in recent times and receive major concern regarding whether or not it’s the ideal solution.

The benefits of vaccine passports

As stated by the ICAO’s report, the number of international passengers has decreased by 60% in 2020 compared to 2019. Many air flights have suffered through this sudden drop.

According to the UNWTO Travel restrictions report, 46 destinations (accountable for over 21% of destinations worldwide) had to close their borders and stop welcoming passengers. Which, 26 destinations have not reopened their border yet ever since the end of April 2020. 55 destinations (approximately 25% of the total destinations worldwide) have been extremely selective in opening the border up for tourism. 112 destinations (accountable for 52% of the world’s destinations) request PCR testing and COVID-19 antigen rapid test results upon entrance.

In order to recover the domestic and international economy, apart from being in control of the current epidemic situation, applying vaccine passport brings the great benefits:
• Accelerate the downturn of the economical industries post-pandemic. Establishing the travel and economic business exchange activities in the new normal.
• Relaxing strict social distancing policies, resuming public services, manufacturing, and businesses.
• Achieving herd immunity allows nations to lift all public restrictions on public gatherings, and activities.
• Saving time, crazy expenses, and labor in mandatory quarantine procedures upon immigration entrance.

Vaccine passport speeds up the immigration process and cut down the financial burden on the nation.

The disadvantages of vaccine passports

COVID-19 vaccines have been speedily administered to billions of people worldwide, the government has carefully considered acknowledging immunization certification as the key to opening their borders and resuming economic activities, relaxing the strict social curbs. The argument for implementing such has raised massive attention due to the following concerns:

Personal privacy is the trade-off?

Vaccine passports sparked the debates on being immunization proof for international travel. While digital health certificates safeguard the reopening and fast-track economic growth, valid concerns on protecting the privacy of personal health from private institutes and organizations who have been trying to process and collect these data for their own misused purposes. Upon the possible security breaches, the implementation of vaccine passports should ensure a protection measure has been kept in place.

Balancing the economic growth and COVID-19 control

Governments worldwide are in a dire dilemma of consciously protecting their citizens’ health status while struggling to salvage their economy. After countless social distancing and hard lockdown strategies, to pick up the downslope economy, the COVID-19 vaccines campaign seems to be the only way out to many countries. Nonetheless, this does not guarantee COVID-19 is controlled. The recent wake of the COVID-19 outbreak in China is putting a number of their cities completely shut down, closing all borders trying to contain and wrap up this crisis. The negative impacts of this COVID-19 wave on the China economy resulted in great disruption.

The modern form of discriminatory

Socially speaking, the vaccination certification helps to accelerate the economical aspects such as retail, hotels, tourism, manufacturing, etc. However, it somewhat unintentionally creates a two-tier society based on individual health choices. A vaccine passport is subject to indirect discrimination, granting the liberty of travel and public availability to the one who is certified. Governments in developing countries have been racing against vaccine coverages, trying to minimize this invisible discrimination. Meanwhile, in underdeveloped countries where the vaccines supply is moderate, this unspoken discrimination might last for some time.

The current COVID-19 vaccines supply has been a burden, resulting in the uneven distribution of COVID-19 vaccines around the world. High GDP countries are having the “priority” to get vaccinated compared to others, granting their citizens the freedom of travel and access to public facilities promptly, making the discrimination prominently clear. Although it’s a temporary matter, this issue has become a political issue in the US, receiving backlash from the medically vulnerable group of people.
Vaccination Passport Expiration Date barriers

Apart from being discriminating, the expiration date of vaccination certification has been announced while the world is still deep in the argument about the 3rd booster dose. It created an invisible barrier for not only the international travelers but also imports & exports, airplanes, shipping, etc. industry as well.

Indirect discrimination is triggered upon vaccine passport implementation.

Tourists have to pay expensive fees to complete laboratory lab tests if the regulation on 270 days till the expiration of the vaccine certificate is passed despite which type of vaccines they took.

Tourists have to pay upfront multiple laboratory lab test fees to get their vaccine passport renewal once the regulation on 270 days expiration of vaccine passports is passed despite whichever vaccines you took. After the 2nd dose of COVID-19 vaccines or COVID-19 Recovery certificate, tourists are allowed to enter those countries’ accepted vaccine passports program with a negative result of COVID-19 testing, 72hrs before entry for PCR testing, and 48hrs prior to with COVID-19 antigen rapid test.

Ms. Jenny Southan – the Founder and CEO of Globetrender – a forecasting travel trends company said: “Vaccination expiration date has negatively affected the tourists’ mental state. While the economy is experiencing a downturn, this definitely is not a smart move”. She strongly stated the more tricky and complicated traveling documents get, the slower the tourism and hospitality recovery in the year 2022.

Vaccine passports in Vietnam

In Vietnam, a vaccine passport is only accepted for those who are vaccinated with approved doses by WHO (World Health Organization), the FDA ( the United States Food and Drug Administration), the EMA (European Medicines Agency), and the Vietnam Minister of Health emergency approval guidance – said Ms. Le Thi Thu Hang – the spokeswoman for the Ministry of Foreign Affairs in a press conference on October 10th, 2021.

Ms. Hang believed vaccine passports are a feasible strategy to actively restart the national economy. The Ministry of Foreign Affairs had collaborated with the Ministry of Health to publish temporary guidelines and instructions to approve vaccination certification and COVID-19 recovery certification for foreigners, and announce these approval forms to 44 nations and territories.

Vietnam vaccine passport is accepted in 19 countries around the globe.

The Ministry of Health had issued an official form and procedure for issuing the vaccine passport, effective on December 20th, 2021. Vaccine passport certification shall be encoded into QRcode, which will expire within 12 months after the initially created day. The government had approved piloting international tourists using a vaccine passport to enter Phu Quoc and Kien Giang Province at the very beginning of this program, then expanded to the rest of the nation later on. Vietnam’s vaccine passport has been approved in 19 countries across the globe including Australia, Belarus, Cambodia, Egypt, India, Japan, Maldives, New Zealand, Palestine, the Philippines, Saint Lucia, Singapore, South Korea, Sri Lanka, Turkey, the United Kingdom., USA, Iran, and Malaysia. Vietnam also loosened their entrance COVID-19 testing requirement by accepting vaccine passports with a PCR negative 72hrs before the departure time or a 24hrs negative result of COVID-19 antigen rapid test.

Travel post-pandemic comes with both opportunities and challenges for all businesses. In the competition for a market share of international tourism during the “living safely with COVID-19”, you’ll miss your chance of being one step behind the others. The vaccine coverage has rapidly escalated over the last quarter, Vietnam has officially opened its international tourism as of March 15th, just in time for the neighboring countries to reopen their tourism again. The opportunity cost of hesitating at this phase is way above our head, narrowing the economic growth in the long run.

The acceptance of vaccine passports globally has opened up a new era post-pandemic. This encourages travelers to favor the contactless trend, Staycation trend, wellness travel trends to the nature-oriented areas/countries, etc. Hoteliers have to continuously keep up to date to stay afloat, ready to transform and adapt to the new normal. CiHMS – the ultimate hospitality management solution for your hotel will help you “stay in the game” – ready to rock the upcoming travel season.